Connect Shopify to see orders in the inbox
Connect your Shopify store with a custom app token so the inbox shows a visitor's orders and spend, and Pengo Actions can look up, note and cancel orders.
On this page
Connecting Shopify brings your store’s data into Pengo. When you open a chat, the inbox shows the visitor’s Shopify orders and spend, and Pengo Actions let Pengo look up orders, note requests on them and cancel unshipped orders.
#Create a custom app in Shopify
-
In your Shopify admin, go to Settings › Apps and sales channels › Develop apps.
-
Create a custom app and give it the
read_customersandread_ordersscopes. Addread_productsfor product cards and knowledge,write_ordersso Pengo can add order notes and cancel orders, andread_online_store_pagesandread_legal_policiesso it learns your pages and policies. -
Install the app on your store and copy the Admin API access token.
#Connect it to Pengo
-
Go to Settings Integrations Shopify and choose your website.
-
Under Store credentials, enter your Shop domain, for example
my-store.myshopify.com, and the Admin API access token. -
Click Test connection to check the details.
Once saved, the page shows Shopify is connected.
#Shopify in the inbox
Open a conversation and look at the details panel. When the visitor’s email matches a Shopify customer, a Shopify section shows their lifetime spend and number of orders, their recent orders with fulfilment status, and links to open each one in Shopify. Orders are matched by email, so visitors without an email show no order data.
#What Pengo Actions can do
| Action | What it does | Starts on |
|---|---|---|
| Look up an order | Finds a shopper's order with its status, tracking link and items. | Auto |
| Add a note to an order | Adds the customer's request, like a delivery instruction, to their order for your team. | Ask first |
| Cancel an order | Cancels an order that hasn't shipped yet, refunds it in full and restocks the items. | Ask first |
| Refund an order | Refunds an order in full or in part to the original payment, with the reason noted on the order. | Ask first |
| Start a return | Opens a return for the items a customer wants to send back, with their reason recorded. | Ask first |
| Change a shipping address | Sends an order to a new address, as long as it hasn't shipped yet. | Ask first |
| Send a discount code | Creates a single-use discount code only this customer can use, valid for 30 days. | Ask first |
| Tag an order | Adds tags to an order so your team can find, route or report on it. | Ask first |
| Tag a customer | Adds tags to a customer's account so your team and your store's automations can recognise them. | Ask first |
Change each one's mode in Intelligence › Actions. Every detail, including who each action is for, is in the Shopify actions reference.
Pengo only shows an order to a customer who is verified as its owner, or who gives both the order number and the email on the order. Cancelling an order needs a verified customer. See Identity and safety.
#Disconnect Shopify
Click Disconnect under Store credentials and confirm.
Common questions
Does this install the chat widget on my store?
No. Connecting Shopify only brings store data into Pengo. To add the chat to your store, follow Install Pengo on Shopify.
Why don't I see orders for a visitor?
Orders are matched by email. Visitors who haven't given an email, or whose email isn't a Shopify customer, show no order data.
Was this guide helpful?
Your answer helps us improve it.
Sorry about that. or contact support, and we'll fix the guide.