CUSTOMER SERVICE × SHOPWARE
Shopware in customer service: every question linked to the right order.
Your store is running, and the next customer question is already coming in. With Customer Service powered by GREYHOUND and the Shopware connection, you check the related purchase right on the message. Items, quantities, prices and payment and shipping information help your team give precise answers.
- Automatically assign messages to a Shopware order
- See ordered items with quantity and price
- Continue processing directly in Shopware when needed
For store teams who want to know what every question is about.
THE PURCHASE BEHIND THE CUSTOMER QUESTION
A message becomes a traceable case.
“I have another question about this” says little about which order is meant. The Shopware connection assigns incoming messages to the matching order and shows its information in the sidebar. That way, you start processing with the specific purchase in front of you.
If the customer calls, use the integrated search field instead. Once the order is found, you can refer to the payment method, shipping status and existing comments during the call. Your team doesn’t have to gather this information from different views before giving an answer.
<strong>Identify the order, check the details, answer the question.</strong>
EVERY SINGLE ITEM COUNTS TOO
Which item, what quantity, what price?
A question can concern the whole order or just a single item. The item list from Shopware shows what was ordered, including item number, quantity and price. Payment and shipping information as well as order comments complete the picture. This lets you check the customer’s details against the specific order.
This gives your team the information where it’s needed: <strong>Right on the customer inquiry.</strong>
FROM E-MAIL TO SHOPWARE RECORD
First get an overview. Then continue working with focus.
As soon as you open an e-mail, you can see whether Shopware data exists for the message. The preview line adds the selected order information to the sender and subject. You decide which customer, item or shipping details appear there and how detailed the overview is.
If an order needs to be changed or a customer master record edited, the linked reference numbers help. They take you to the related record in the connected system. The check happens on the inquiry; you then make the actual change or cancellation in Shopware.
RECURRING QUESTIONS IN DAILY STORE OPERATIONS
A shared basis for replies for your service team.
Questions about payment or shipping repeat themselves, while the related orders differ. Create shared text templates for these requests. The Shopware connection adds available order data, so your team can draw on the information about each purchase when writing.
Use the template as a starting point and add the individual information. Before sending, check that the content matches the current case. This way, your team doesn’t have to rewrite recurring explanations every time and can still address the specific question.
SPECIFIC QUESTIONS, MATCHING ORDER DATA
How Shopware information helps in day-to-day business.
Data protection & hosting
Use order data responsibly in customer service.
When your team works with Shopware orders, access to customer data is part of everyday work. Customer Service powered by GREYHOUND provides the framework for this: hosting in Germany, optional self-hosted operation and roles and permissions.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
MATCHED TO YOUR SHOPWARE VERSION
Activate the plugin, set up access, test the connection.
Choose the plugin that matches your Shopware version and activate it in your store. Set up the designated interface access and enter the connection details in Customer Service powered by GREYHOUND. Then use the connection test to check that the connection can be reached. The instructions guide you through the preparation for Shopware 5 or 6.
FAQ
Frequently asked questions about the Shopware connection
On the customer inquiry, you see the assigned customer and order information. This includes line items with item number, quantity and price, as well as payment method, payment status, shipping information and existing comments. This makes it possible to classify a question about just one part of the order.
You can search manually using the integrated search field. You can open the matching order and use its data for the call. For incoming messages, the connection handles the assignment automatically.
Yes. The item list shows which items and quantities were ordered and which price is recorded. The item number lets you see which item the customer is referring to. A return can be classified this way, but it is not processed automatically.
You decide which available Shopware information already appears in the e-mail field view. This can be details about the customer, the items or shipping. The scope can also be adjusted, so the preview shows the details that matter to your team.
The connection lets you view order data on the inquiry and open the matching record. You make changes, cancellations and edits to customer master data in Shopware. Linked reference numbers make it easier to switch there.
Your team can use global text templates for similar questions and enrich them with available data from Shopware. This lets you prepare recurring explanations while the reply refers to the specific order. You check the wording and the inserted details before sending.
- Core license for Customer Service powered by GREYHOUND
- Shopware Connect
- GREYHOUND Connect plugin from the Shopware Store
You can find the individual steps at https://docs.greyhound-software.com/tools/addons/greyhound-connect-fuer-shopware. Choose the section for your Shopware version there and check the connection after setup.
The prices for Customer Service powered by GREYHOUND are available at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
Yes. For Shopware 5, the instructions describe an API user. For Shopware 6, an integration with its own access credentials is created. The plugin and the version selected in the connection must also match your store.
Check that the matching plugin is activated, that the connection has been updated, and the Shopware version and access credentials in its settings. The instructions include a separate section on switching versions. Test the connection before your team works with the store data again.
