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For your webshop

A Shopify helpdesk where you refund, cancel and send discount codes straight from the conversation

Respoe finds the customer's Shopify orders by their verified email and shows items, delivery, tracking, payment and returns beside the conversation, so the team can answer and act without switching windows.

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A conversation in Respoe with the customer's Shopify order beside it

Before and after

What a “where is my parcel?” reply looks like before and after the Shopify order sits beside the conversation

The example is a made-up “where is my parcel?” question. The steps are counted from what you typically have to open without and with Respoe; it isn't measured at a customer, and your numbers depend on your systems.

Without the order beside the conversation

6 steps
  1. 1Copy the customer's email address from the email
  2. 2Open Shopify admin and search for the customer
  3. 3Find the right order among the customer's orders
  4. 4Copy the tracking number and open the carrier's site
  5. 5Read the parcel's latest event
  6. 6Go back to the email and write the reply

With Respoe

2 steps
  1. 1Open the conversation: the order and the parcel's latest event are already beside it
  2. 2Send the AI draft built on the order, or edit it first

Guide

How to set up customer service for a Shopify store so the team answers with the order in front of them

This order works whatever system you use, but the steps show how it's done in Respoe.

  1. 01Bring every channel into one place before anything elseSupport email, chat and social messages must land in the same inbox, otherwise the same questions get answered twice and others not at all.
  2. 02Match customers on a verified email address, not on a nameNames repeat and customers write from several addresses. Respoe only shows orders for an address the customer wrote from, or a sign-in from the store through the chat.
  3. 03Decide who may refund how muchSet an amount limit per role and require a colleague's approval above it before the first refund is made from the helpdesk.
  4. 04Write the five replies you give most often as templates with the order numberDelivery, returns, exchanges, wrong address and a missing item cover most webshop messages. Use the templates below as a start.
  5. 05Set up rules that tag and assign by topicA rule that tags “Return” and sends to whoever handles returns saves sorting every message by hand.
  6. 06Add the chat to the theme so signed-in customers are recognisedWhen the chat knows the customer, it can show order status and link the conversation to the right order from the first message.

Templates

Reply templates for Shopify messages that you can copy and adapt

Replace the fields in square brackets. In Respoe the customer's name and order number are filled in automatically once the template is saved as a saved reply.

The parcel is on its way
Hi [first name]

Thanks for your message. Your order [order number] was shipped on [ship date] with [carrier], and the latest update is: [latest event]. You can follow the parcel here: [tracking link].

Do write again if it hasn't arrived by [date].

Best regards
[your name]
Wrong address
Hi [first name]

I've changed the shipping address on order [order number] to:
[new address]

The order hasn't been packed yet, so it will go to the new address.

Best regards
[your name]
Item damaged on delivery
Hi [first name]

I'm sorry to hear that. I've refunded [item] for [amount] to your original card, and the money usually shows within a few banking days. You don't need to return the item.

As an apology, here's a discount code: [discount code]

Best regards
[your name]

Checklist

Checklist before you go live with customer service in Shopify

Common mistakes

The mistakes we see most often and how to avoid them

  • Giving everyone unlimited refund accessIt's easy to turn on and hard to notice when it goes wrong. Start low and raise the limit once you know what's needed.
  • Looking up orders by the customer's nameTwo customers with the same name lead to wrong answers and at worst a refund to the wrong person. Use the email address.
  • Answering “where is my parcel” without looking at trackingA standard reply about delivery times annoys a customer whose parcel is actually stuck at the carrier.

What Respoe does for you here

How Respoe helps with what the guide describes without you having to build it yourself

  • The customer's orders beside the conversation

    Items with images, SKUs, delivery, tracking, refunds and returns, with a link to the order in Shopify.

  • Refund in full or in part

    Choose line items and shipping, and the money goes back to the original payment.

  • Discount code and replacement order

    Create a single-use personal discount code or a replacement draft order in Shopify.

  • Cancel and edit the order

    Cancel with a reason and restock, change the shipping address, replace the order note and add tags.

  • Limits and approval

    Every role has an amount limit per currency, and large refunds can need a colleague's approval.

  • AI that knows the order

    The AI draft uses the order and your help articles and shows which sources the answer is based on.

Refunds, discount codes and the other order actions are included from the Team plan. A Shopify app, so the store can install Respoe straight from Shopify admin, is being prepared for the Shopify App Store.

Integrations

The systems that belong with this way of working

All integrations

Pricing

You pay one price for the whole team, and you can try everything free for 14 days without a card

See all pricing

  • Start

    $149 / mo

    3 users · 500 AI replies · 1 webshop

  • Team

    $299 / mo

    10 users · 1,000 AI replies · 3 webshops

  • Pro

    $599 / mo

    25 users · 2,000 AI replies · unlimited webshops

Questions we often get about this

How does Respoe find the customer's orders in Shopify?

By the customer's verified email: an address the customer wrote from, or a sign-in from the store through the chat. So nobody sees another customer's orders because someone typed a wrong address.

Can we have several Shopify stores in one Respoe?

Yes. Team includes three webshops, Pro unlimited, and an extra webshop costs $30 a month. The sidebar shows conversations per store.

Can an agent refund without limits?

Not if you don't want them to. Every role has an amount limit per currency, and with four eyes a colleague must approve before money is sent.

Is Respoe coming to the Shopify App Store?

Yes, the app is being prepared for Shopify's review. Until it is approved you connect the store from Apps in Respoe, which works the same way.

Other solutions that often go with this

Works together with

All features

Try Respoe free with your own inbox for 14 days

Connect your email and webshop, invite the team and answer from Respoe the same day.

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