Shopify actions reference

Pengo looks up a shopper’s orders and tracking, refunds and cancels orders, starts returns, fixes shipping addresses before they ship and sends one-time discount codes, on its own or with your approval. Shopify is included on Business, Plus and Enterprise.

To connect Shopify, follow the setup guide. To change what Pengo does, open Intelligence › Actions and pick a mode for each action. See Choose how Pengo acts.

Every action at a glance

Action	Starts on	Can be set to	AI credits
Look up an order	Auto	Off, Auto	Free
Add a note to an order	Ask first	Off, Team only, Ask first, Auto	2
Cancel an order	Ask first	Off, Team only, Ask first, Auto	10
Refund an order	Ask first	Off, Team only, Ask first, Auto	10
Start a return	Ask first	Off, Team only, Ask first, Auto	5
Change a shipping address	Ask first	Off, Team only, Ask first, Auto	5
Send a discount code	Ask first	Off, Team only, Ask first, Auto	5
Tag an order	Ask first	Off, Team only, Ask first, Auto	2
Tag a customer	Ask first	Off, Team only, Ask first, Auto	2

Look up an order

Finds a shopper’s order with its status, tracking link and items.

• What it does: looks something up; it never changes anything (low risk).
• Starts on: Auto. You can set it to Off, Auto.
• Who it’s for: Order number and email.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: none.

For example:

• A shopper asks “where’s my order?”
• A customer wants their tracking link again
• A teammate checks what was in an order before replying

Add a note to an order

Adds the customer’s request, like a delivery instruction, to their order for your team.

• What it does: makes a change in Shopify (low risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Order number and email.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 2 per run, charged only when it runs.

For example:

• A shopper asks you to leave the parcel with a neighbour
• A customer wants gift wrapping on an order
• A customer flags a delivery-day request

Cancel an order

Cancels an order that hasn’t shipped yet, refunds it in full and restocks the items.

• What it does: makes a change in Shopify (high risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Verified customers only.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 10 per run, charged only when it runs.

For example:

• A shopper ordered the wrong size and wants to start over
• A customer ordered twice by mistake
• A customer changes their mind before the order ships

Refund an order

Refunds an order in full or in part to the original payment, with the reason noted on the order.

• What it does: makes a change in Shopify (high risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Verified customers only.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 10 per run, charged only when it runs.

For example:

• An item arrives damaged and the customer keeps the rest
• A delivery is late and you refund the shipping
• A price drops a day after purchase and you refund the difference

Start a return

Opens a return for the items a customer wants to send back, with their reason recorded.

• What it does: makes a change in Shopify (medium risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Verified customers only.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 5 per run, charged only when it runs.

For example:

• A shopper’s shoes are a size too small
• A customer received the wrong colour
• A gift needs to go back after the holidays

Change a shipping address

Sends an order to a new address, as long as it hasn’t shipped yet.

• What it does: makes a change in Shopify (medium risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Verified customers only.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 5 per run, charged only when it runs.

For example:

• A shopper moved and forgot to update their address
• A customer wants the parcel sent to their office
• A typo in the street name is caught before shipping

Send a discount code

Creates a single-use discount code only this customer can use, valid for 30 days.

• What it does: makes a change in Shopify (medium risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Verified customers only.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 5 per run, charged only when it runs.

For example:

• A delivery arrived late and you want to say sorry
• A loyal customer had a bad experience
• A shopper is hesitating over their first order

Tag an order

Adds tags to an order so your team can find, route or report on it.

• What it does: makes a change in Shopify (low risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Order number and email.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 2 per run, charged only when it runs.

For example:

• A parcel arrived damaged and the warehouse tracks those
• A gift order needs special handling
• An order needs a priority flag for fulfilment

Tag a customer

Adds tags to a customer’s account so your team and your store’s automations can recognise them.

• What it does: makes a change in Shopify (low risk).
• Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
• Who it’s for: Verified customers only.
• Teammates: can run it from the Actions button in the inbox.
• AI credits: 2 per run, charged only when it runs.

For example:

• A repeat buyer should get VIP treatment
• A business customer asks about wholesale pricing
• A customer opts in to early access