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Shopify

Connect your Shopify store and three things arrive in ConnectWiz:

  • The customer, on every channel. Someone who bought in your Shopify store is matched to the same person when they write to you on WhatsApp, Instagram, email or the website chat — by email address and by phone number.
  • Orders, shipments and returns. They appear on the customer's contact card, with the carrier, the tracking number and a tracking link, and Wiz uses them to answer "where is my order?".
  • Chat on your storefront. The ConnectWiz chat can be switched on in your Shopify theme with one click in the theme editor.
What Shopify does not let any tool do

Shopify has no API for customer messages (Shopify Inbox), its own product reviews app is closed, and the contact form is sent to you by email. No integration can read or answer them, ours included — which is why Shopify is an integration, not a channel. Your shoppers reach you through the chat on your storefront and through every other channel you already use. You can also forward the contact-form emails to a ConnectWiz email channel.

Connect​

Shopify is connected only through the ConnectWiz app in Shopify. Until that app is available, the Shopify card is marked Coming soon and cannot be pressed.

There are two ways to start, with the same result.

From ConnectWiz​

  1. Go to Settings → Integrations → Shopify.
  2. Type your Store address: the part before .myshopify.com (for magazam.myshopify.com, type magazam). You can also paste the address of your Shopify admin.
  3. Choose the Order history to import: None, Last 30 days or Last 60 days. Orders changed in that period are copied now; new orders arrive automatically afterwards.
  4. Press Connect with Shopify and approve read access on the Shopify page that opens. You come back here connected.

From Shopify​

  1. Install ConnectWiz from the Shopify App Store. Shopify asks you to approve read access on its own screen.
  2. The ConnectWiz page opens inside your Shopify admin. Press Connect to ConnectWiz.
  3. Sign in to ConnectWiz. The Shopify page shows Connect magazam.myshopify.com to this workspace (with your store's address): choose the Order history to import and press Connect store.

You never type the store address on this path. The link is valid for fifteen minutes and works once; if it expires, open ConnectWiz again from the Apps section of your Shopify admin.

ConnectWiz asks Shopify only for read access to orders, customers, products and returns. If you untick any of them on Shopify's screen, the connection is refused and the page tells you which permission is missing. A store that is already connected to another ConnectWiz workspace cannot be connected a second time.

What you see after connecting​

The Shopify page shows the store and whether it keeps up:

  • Orders in ConnectWiz — how many orders are held.
  • Last sync — orders are also checked every 15 minutes, so an update Shopify failed to deliver is caught up automatically.
  • Last update from Shopify — when Shopify last told ConnectWiz about a change.
  • Sync now — fetches changed orders immediately.

When Shopify hides customers' details​

Shopify releases customers' names, email addresses and phone numbers to an app only after it approves the app's access to protected customer data. Until then, those fields reach ConnectWiz empty and the Shopify page says so in a yellow box, naming what is hidden.

While that box is shown:

  • customers cannot be matched by email or phone;
  • orders still sync and appear on the card once a contact is linked;
  • you can link a contact by order number (see below).

The box disappears by itself once Shopify approves the access — there is nothing to reconnect.

The customer on every channel​

ConnectWiz matches a person to a Shopify customer in this order:

  1. Email. Shopify orders carry the buyer's real email address, so a contact with the same email is matched.
  2. Phone. A WhatsApp or phone contact is matched when exactly one Shopify customer ordered with that number. When the number fits more than one person, ConnectWiz suggests the match on the contact card and you decide.
  3. Shopify's customer list. A customer whose orders are older than what is held is still found by their exact email or phone in your Shopify store.
  4. Order number. On the contact card's Orders tab, use Link a Shopify order and type the number the customer gave you (#1001 or 1001). Wiz can do the same in a conversation, but only after the customer proves it is their order (the last four digits of the phone number, or the full name on the order).

A Shopify order never creates a contact on its own: only people who talk to you become contacts. A contact who orders becomes a customer.

Orders and returns on the contact card​

The Orders tab lists the customer's Shopify orders, each marked with the Shopify sign, with its status in your language (for example Shipped, On its way, Out for delivery, Delivered), the carrier, the tracking number and a Track parcel link.

Shopify returns and refunds lists each return the customer opened and its state (Return requested, Return open, Return closed …), and orders that were refunded without a return.

Chat on your storefront​

Shopify lets apps add things to a theme only through the theme itself, so the chat is switched on in your theme editor:

  1. On the Shopify page in ConnectWiz, under Chat on your storefront, press Open the theme editor.
  2. In App embeds, switch on ConnectWiz chat and save.

The chat uses your workspace's widget settings, and messages arrive in the Inbox like any website chat. ConnectWiz sends your workspace's widget key to Shopify when the store is connected; if the page says it could not, press Sync now, or paste the key from Settings → Widget into the chat block's settings.

With cookie consent switched on for the site, the ConnectWiz banner shows on your storefront and every choice a visitor makes is also passed to Shopify's own consent setting, so Shopify's pixels and apps follow it. Turn Shopify's own cookie banner off in Settings → Customer privacy. The steps are in On a Shopify store.

Customer data requests​

When a shopper asks your Shopify store for the data held about them, Shopify forwards the request to ConnectWiz. ConnectWiz emails your admins and lists the request under Customer data requests on the Shopify page, with the number of orders held and Open contact when the shopper is linked to a contact. You answer the shopper; Shopify expects it within 30 days.

When Shopify asks for a customer's data to be deleted, ConnectWiz deletes that customer's Shopify orders, their link to the contact and any suggestions about them at once. Your own contact — the person who wrote to you on another channel — stays.

Privacy​

ConnectWiz copies only what conversations need: order number, statuses, amount, items, city and province, carrier and tracking. It never asks Shopify for the street address, postcode, the buyer's IP address or any payment detail. Wiz never sees a full address.

Disconnecting​

Disconnect on the Shopify page removes the store: its orders are deleted from ConnectWiz. Links between contacts and their Shopify accounts stay. The ConnectWiz app stays installed in Shopify until you remove it there.

If you remove the ConnectWiz app in Shopify, the Shopify page says so and offers to connect again. Shopify asks ConnectWiz to erase the store's data 48 hours later, and ConnectWiz does.