CUSTOMER SERVICE × SHOPIFY
Understand Shopify orders. Answer customer questions.
Your online store sells. Your team answers the questions that follow. Connect Shopify with Customer Service powered by GREYHOUND and use order status, payment information and shipping data right next to the customer inquiry. With variable text templates, you write replies that refer to the specific order.
- Automatically match customer inquiries to a Shopify order
- See items, payment and shipping while you reply
- Enrich reply templates with available store data
For teams that support their online store with personal service.
CLOSER TO THE ORDER
Your customer asks. You see what it is about.
An email arrives: did the payment go through, and is the order already on its way? Shopify Connect brings the related store data into Customer Service powered by GREYHOUND. While you work on the message, you see order information and the current status in the sidebar.
Automatic matching links incoming customer inquiries to the right order. For a phone call or a fax, a search field is also available. That way, you find the order even when you do not have a matched email in front of you.
<strong>A short follow-up question becomes a reply that fits the order.</strong>
PAYMENT, ITEMS AND SHIPPING
What was ordered? What has happened since?
Shopify Connect shows your service team the order information and the related process data. This includes the payment method, items, shipping status and any tracking numbers. You can also view order comments and take them into account in your reply.
That way, your team has the information where it is needed: <strong>Right next to the customer inquiry.</strong>
PREVIEW AND DIRECT LINKS
Get the overview first. Continue in Shopify when needed.
Even the field view of an email can show you whether Shopify data exists for the sender. You decide which customer, item and shipping details the preview line contains. That way, you choose which information your team sees first.
For the next detailed question, linked order, invoice or customer numbers take you to the related record. From the item list, you get to the detail view in Shopify. If an order needs to be changed or canceled, you continue working there; you also edit customer master data in the store system.
ANSWER RECURRING QUESTIONS PERSONALLY
The parcel question stays the same. The answer belongs to this customer.
“Where is my parcel?” comes up for your team again and again. With shared text templates, you prepare a suitable reply. Variables add available real-time data from Shopify, so you do not have to copy the order details again for every message.
You choose the template, check the inserted information and add what matters for the specific request. That leaves room for a personal reply, while your team uses the same prepared templates.
SHOPIFY IN EVERYDAY SERVICE
Four customer questions where store data helps.
Data protection & hosting
Use store data in service. Manage access in your team.
When you connect Shopify with Customer Service powered by GREYHOUND, customer communication and order information come together. For teamwork, Customer Service powered by GREYHOUND provides the following foundations for hosting, data protection and permissions.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
CONNECT YOUR STORE AND CUSTOMER SERVICE
Connect Shopify and check the available data.
Following the linked guide, create a custom app in Shopify and configure the required permissions. After installation, enter the Admin API access token together with the store address in Shopify Connect. Test the connection, check shipping information and item links, and save the configuration.
FAQ
Frequently asked questions about Shopify Connect
The connection provides customer and order information from Shopify in Customer Service powered by GREYHOUND. When you work on an inquiry, you see the current order context instead of first having to gather the information in the store. For recurring questions, you can use text templates with available store data.
Incoming messages are automatically matched to an order. If a customer gets in touch by phone or fax, you can find the order manually using the integrated search field. The sidebar shows you the related order data.
Customer and order information is available, along with the related process data, including payment method, item and shipping status, tracking numbers and order comments. Which details can be displayed also depends on the API permissions set up for the connection.
The linked identifiers take you to the matching record in Shopify. There you can edit the order or cancel it if possible. Changes to customer master data are also made in the store system. Customer Service powered by GREYHOUND keeps communication and order context together for your team.
You can create shared reply templates for recurring requests. Variables add available real-time data from Shopify, so you do not have to copy information from the store again. Before sending, you check the inserted details and adapt the text to the customer question.
Yes. You decide which and how much customer, item or shipping information appears in the preview line of an email. In the Addon Manager, you can also define whether and which order data is transferred to custom fields.
- Core license for Customer Service powered by GREYHOUND
- Shopify Connect
- API access to your Shopify store
Create and install the custom app as described in the guide and copy the Admin API access token, which is shown only once. Then open “Extensions > Addon Manager” and add a connection of the type “Shopify”. Enter the store address and token, run “Test connection” and save once the check succeeds. You can find the full guide here: https://docs.greyhound-software.com/tools/addons/shopify-connect.
You can find the current terms for Customer Service powered by GREYHOUND at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise. Ask us to explain the costs of the Shopify connection and your preferred configuration in a consultation.
No. Shopify Connect connects Customer Service powered by GREYHOUND with your Shopify store. You do not need an additional ERP from JTL for this connection. Shopify remains the store system in which you continue to manage the related orders and customer master data.
