The Shopify integration allows your customers to ask the AI Support Agent to do the following:

  • Create order returns and approve them
  • Issue refunds on demand for:
    • unfulfilled items only in the order
    • returned items only in the order
    • returned and unfulfilled items in the order
  • Auto-refund returned items as soon as the return is closed
  • Query details about the store and its products, etc etc

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Prerequisites

  • Auto-archival of orders must be disabled, otherwise the archived orders will not be queryable. To disable auto-archival, go to Settings > General > Order processing and uncheck Automatically archive the order.

  • Include a pre-paid shipping label with orders to avoid disputes over return shipping costs. Our AI Support Agent automates return requests approval, but does not handle logistics.

  • Inspecting returned items and restocking is the responsibility of the store.

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Installation

In your store’s dashboard:

  1. Go to Settings > Apps and sales channels > Develop apps. Or type “Build custom apps” in the Search bar.
  2. Click Allow custom app development and confirm, then click Create an app.
  3. Give it a name (e.g. Open) and click Create app.
  4. Click Overview > Configure admin API Scopes. Or Configuration > Admin API integration > Configure.
  5. Check the following scopes:
    • write_orders
    • read_orders
    • write_returns
    • read_returns
    • read_products
  6. Click Save.
  7. Go to API Credentials > Access tokens and click Install app. Confirm by clicking Install in the confirmation dialog.
  8. Now, you’ll see the Admin API access token section. Click Reveal token once to reveal the token and save it somewhere safe. If you lose the token you’ll need to Uninstall app then Install again.
  9. Copy your Shopify domain, which is the domain of your store (e.g. example.myshopify.com). This can be found in the top left corner of the Settings section.
  10. Go to your Open account, then navigate to Settings > Integrations > Connect with Shopify. Input your Shopify domain and your token, configure your settings and click Save.

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Configuration

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returnsThresholdDays

Number of days since order creation. Orders older than the window cannot be returned.

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autoRefundAfterReturns

Whether to issue refunds automatically for the returned items once the return is closed.

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How it works

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Returns

  • When a customer requests a return, the AI Support Agent will require the customer to provide the orderNumber, email and returnReason.
    • The email is used for validation (compared against the email associated with the order).
  • All fulfilled items will be included in the return. Partial returns (or exchanges) are not supported yet.
  • Orders older than the returnsThresholdDays cannot be returned.
  • Valid return requests will be approved automatically by the AI Support Agent.
  • Notifications are enabled by default.

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Refunds

  • Refunds will be processed through the same gateway used for the original payment.
  • When a customer returns items of an order and the store receives the items and closes the return, if the autoRefundAfterReturns setting is enabled, the AI Support Agent will automatically issue refunds for the returned items only.
  • If a customer requests a refund, the AI Support Agent will prompt the customer to provide the orderNumber, email and refundTarget.
    • The email is used for validation (compared against the email associated with the order).
    • The refundTarget can be either returned or unfulfilled or both.
  • Notifications are enabled by default.