Connect Shopify

What this guide covers#

Connect Shopify so Letterbook can reference customers, orders, fulfillment status, and refunds while handling ecommerce support.

Shopify context is useful when customers ask about order status, shipping, returns, refunds, missing items, discounts, or account issues tied to storefront purchases.

Setup steps#

1. Authorize the Shopify store in Letterbook.
2. Confirm which store or stores should be available to support.
3. Match Shopify customers to Letterbook conversations, usually by email.
4. Review order, fulfillment, payment, refund, and customer fields.
5. Write return, refund, replacement, and shipping policies in the knowledge base.
6. Decide which actions require teammate approval.
7. Test order-status, refund, and missing-item scenarios.

Configuration details#

• Give Letterbook only the Shopify access required for support workflows.
• Keep multiple stores separate if they have different policies or support owners.
• Require approval for refunds, cancellations, replacements, and customer-visible order changes.
• Confirm how guest checkout customers match to conversations.

Common support workflows#

• Where is my order?
• I received the wrong item.
• I need to return or exchange an item.
• My discount did not apply.
• I need an invoice or receipt.
• I want to cancel an order before fulfillment.

Testing checklist#

Use test conversations for customers with:

• One recent order
• Multiple orders
• A partially fulfilled order
• A refunded or canceled order
• A guest checkout order

Confirm the AI references the right order before drafting a reply or staging an action.