Shopify integration
Orders come in from your store. Fulfilments with tracking, cancellations and refunds go back to Shopify, from the same queue you use for your other channels.
Each order carries its lines, quantities and status, and changes when Shopify's does.
Shopify tells us when an order is created, changed, cancelled or fulfilled. A regular check runs underneath, so a missed notice does not lose an order.
An order waits as Pending until it is paid. A paid order is Unshipped, then partly or fully shipped as its lines go. Cancelled and refunded orders are marked as such.
The order shows where Shopify says it came from, such as the online store, a draft order, point of sale or a mobile app.
Shopify serves only the last 60 days of orders to an app unless it is approved for more, and we do not ask for more. Older orders stay in Shopify.
You press the action on the order. We send it to Shopify.
Confirm the lines you shipped, with the tracking number and carrier. Ship one line of three, and only that line is marked fulfilled in Shopify. Tracking is optional on Shopify's side.
Pick one of Shopify's own reasons: customer, declined payment, fraud, inventory, staff or other. Shopify can only cancel a whole order, so every line is cancelled. The buyer is not refunded by a cancellation.
Set the amount for each line. We ask Shopify how the order was paid and refund the same way, never above what Shopify says can still be refunded. Your reason is saved as a note on the refund.
We show only what Shopify sends, and we say so when it holds something back.
Shopify protects buyer name, email, phone and address. If it holds some back, the order says which detail Shopify withheld, and that you can still see it in Shopify.
Buyer identity is erased 24 months after the most recent order that uses it. The order itself stays. Read how in our privacy policy.
What you can send back, what a cancellation does, and what to do when a permission is missing.
No questions in this category.
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