Your team can refund, cancel, hold, edit and duplicate a customer's Shopify orders without leaving the conversation. Changes are made in Shopify right away.
Where to find a customer's orders
Open a conversation and look at Orders in the right sidebar. The number next to it shows how many orders were found. Click an order to open it.
- Status: payment and fulfillment badges at the top of the order
- Shopify icon: opens the order in your Shopify admin
- Order number: click it to copy it
- Details: tags, note, tracking, items, refunds, shipping address and timeline
Orders are found by the email address on the contact. If there is no match, Commslayer tries the contact's phone number. If you run several stores, see How to add another Shopify store to your Commslayer account.
Who can use the order buttons
Administrators always can. Managers and Agents can when Agent can refund and edit orders is switched on for them. It is on by default.
To change it, an Administrator goes to Settings → Agents, opens the person and switches Agent can refund and edit orders off or on. With the switch off, that person still sees the orders but not the buttons, and can't change tags, the note or the address. See Add agents.
What you can do
- Refund: refund chosen items, shipping, or a Manual amount. Tick Restock items and Notify customer if you want them. Under Refund method, choose Original payment or Store credit.
- Cancel: pick a Reason for canceling, then choose whether to Restock items, Refund customer payment and Notify customer. Untick Refund customer payment to cancel without refunding.
- Hold: pauses fulfillment. Pick a Reason for holding and click Hold fulfillment. The button then changes to Release hold.
- Edit: change quantities, remove items, Add product or Add custom item, Add discount on an item, or Add shipping fee. Then click Update order.
- Duplicate: creates a new draft order with the same items and shipping details. See below.
- Edit address: open Shipping on the order and click the pencil icon.
- Tags and Note: click Add or Edit next to them. Both are saved on the Shopify order.
Refunds, cancellations, edits, holds and duplicates are logged in the conversation, so your team can see what was done.
Charge or refund the difference after an edit
After you click Update order, Commslayer shows what changed.
- The customer owes money: click Send invoice. Shopify emails the customer an invoice for the balance.
- You owe the customer money: click Issue refund to refund the difference.
To charge a customer for extra shipping on an order that hasn't been fulfilled, click Edit, then Add shipping fee. Enter the title and cost, click Update order and then Send invoice.
If the order is already fulfilled, Edit is not available. Click Duplicate, remove the items, click Add custom item to add the charge, and send the invoice for that draft.
Duplicate an order
Use Duplicate for replacements and for new orders that look like an old one.
- Click Duplicate on the order.
- Remove items you don't need, or add more with Add item and Add custom item.
- Under Options, choose whether to copy the shipping and billing address and whether to Reserve inventory for 24 hours.
- Under Pricing, set a discount and the shipping. For a free replacement, tick Make order free (replacement). That sets a 100% discount and free shipping.
- Click Create draft order.
Products use your current catalog prices, not the prices of the original order.
A duplicate is always a draft order in Shopify, even when the original order was paid. Nothing is charged when the draft is created. From the Draft order created window you can:
- Send invoice: Shopify emails the customer a link to pay
- Copy the invoice link: click the copy icon next to the link and paste it into your reply
- View in Shopify: opens the draft in Shopify admin
The draft turns into an order when the customer pays, or when you complete it in Shopify admin. A free replacement is a draft too, so complete it in Shopify admin.
What isn't possible
- Creating an order from scratch. Start from Duplicate on any of the customer's orders and change the items.
- Completing a draft order or marking it as paid. Do that in Shopify admin.
- Finding an order by its number or attaching an order to a conversation. Orders show only when the contact's email or phone matches the Shopify customer.
- A second refund on the same order. If the order already has a refund, Refund is greyed out. Make further refunds in Shopify admin.
- Order actions on imported conversations. Conversations in the Imported inbox are read-only history. Open the order in Shopify admin, or run the action from a conversation in a live inbox.
Common problems
No orders show in the sidebar
The sidebar says No orders when no Shopify customer matches the contact's email or phone. The usual reason is that the customer wrote from a different address than the one they used at checkout. Ask for the order number and open the order in Shopify admin.
If you see "Your Shopify connection expired, so orders and customer details can't load", click Reconnect in that notice. It opens Settings → Shops, which Administrators and Managers can open.
The buttons are missing
Agent can refund and edit orders is switched off for you. Ask an Administrator to switch it on under Settings → Agents.
A button is greyed out
- Refund: the order already has a refund
- Cancel: the order is already cancelled
- Hold: the order is cancelled or fulfilled
- Edit: the order is fulfilled, cancelled or fully refunded
- All buttons: you are in the Playground, where order buttons are switched off
"Multiple transactions found. Refund this order in Shopify admin."
The order was paid in more than one transaction. Commslayer can't split the refund across them, so make this refund in Shopify admin.
Release hold doesn't show
Release hold only appears for a hold placed from Commslayer, by a teammate or by the AI agent. A hold placed in Shopify or by another app has to be released there.