The Shopify integration connects store, customer, product, and order data to Chatarmin CX.
Set up Shopify
Open integrations
Go to Integrations and choose Shopify.
Connect the store
Click Connect, add an account, enter your Shopify admin domain, and grant the requested permissions.
Use Shopify in the inbox
When a ticket contact matches a Shopify customer or order, the Shopify widget appears in the ticket sidebar. Use it to view order context and perform available order actions.
AI Agent actions
Connect Shopify first, then enable actions on the agent and select which connected store(s) the agent may use. Shopify actions can let AI Agents:
- get orders, products, and customers
- create customers and orders
- create discount codes
- reorder products
- cancel orders, with optional refund, or cancel and refund in one step — see Cancel and refund actions
- add or remove order line items
- create refunds
- add order notes
- update tags
- update shipping addresses
When an AI Agent cancels an order, the notifyCustomer option controls whether Shopify sends its official cancellation email. That email is separate from a reply the agent sends in the inbox or on chat. If your process requires Shopify’s email, set notifyCustomer to true in the agent instructions for cancel flows.
If you fulfill through FFN Connect or Fly, cancel and address-change automation still uses these Shopify actions — see FFN Connect / Fly.
Cancel and refund actions
Shopify AI Agents can cancel orders in two ways. Pick the action that matches how the brand handles cancellations and refunds — especially when fulfillment or refunds run outside Shopify.
Cancel order
Cancels the order on Shopify. Refund, customer notification, and restock are configurable (all default to on). The agent can cancel without refunding when refund happens elsewhere — for example ERP, logistics, or a manual finance step.
Use Cancel order when cancellation and refund may be separate steps.
Cancel & refund order
Always cancels and fully refunds in one step. Refund is not optional.
Use Cancel & refund when the agent should always cancel and refund together — the classic “Storno + Erstattung” flow with no ambiguity.
Quick setup guide
With default settings, both cancel actions look similar. The difference is intent: Cancel & refund removes the risk of the agent skipping or mis-setting refund parameters.
Do not enable both cancel actions on the same agent unless instructions clearly say when to use each one.
ERP and logistics setups
For brands with 2-way sync to ERP or a warehouse, cancellation in Shopify and refund in another system are often separate operations. In those cases, prefer Cancel order with agent instructions to refund only when appropriate — or hand off to a human when the stack requires it.
Inbox order actions
Agents are not the only way to act on Shopify orders. When a ticket shows a Shopify order in the sidebar, open the order actions menu to cancel, refund, reorder, or edit the order directly from the inbox. Each action records a ticket note with the result.
Legacy workflow actions
Existing workflows can still use Shopify actions for fixed processes.
Classic AI knowledge
To let Classic AI use Shopify data, go to AI -> your Classic AI agent -> Sources -> Shopify and select the connected account. 
