This article describes the actions available when you connect Shopify to HappyFox Workflows, and lists the e-commerce support operations you can automate with this integration.
Applicable Plans: ✔️ Basic ✔️ Team ✔️ Pro ✔️ Enterprise
Triggers
The Shopify integration does not provide triggers. Workflows that include Shopify actions are started by a HappyFox Help Desk trigger or another connected app.
Actions
Shopify actions let you manage orders directly from a workflow step — searching for order details, updating order status, processing refunds, and cancellations — without agents needing to switch between HappyFox Help Desk and the Shopify admin.
Order status management
| Action | What it does |
|---|---|
| Updates an order in Shopify | Updates the fields of an existing Shopify order, such as notes, tags, or shipping address. |
| Closes an order in Shopify | Marks an existing Shopify order as closed. |
| Re-open a closed order in Shopify | Re-opens a previously closed Shopify order. |
| Cancel an order in Shopify | Cancels an existing Shopify order. |
Order lookup
| Action | What it does |
|---|---|
| Search for an order in Shopify by ID | Retrieves a specific Shopify order using its order ID, returning order details for use in subsequent workflow steps. |
| Search for an order in Shopify | Searches for Shopify orders matching specified criteria, such as customer email or order status. |
Refunds and new orders
| Action | What it does |
|---|---|
| Create a Refund in Shopify | Issues a refund on an existing Shopify order. |
| Create an order in Shopify | Creates a new order in Shopify. |
Note: Shopify order actions require the order ID or sufficient search criteria to identify the correct order. Use the Search for an order in Shopify action earlier in the workflow to retrieve the order ID before running update, cancel, close, or refund actions.
Use cases
Process a refund directly from a support ticket: When an agent resolves a refund request ticket in HappyFox Help Desk, automatically search for the customer's Shopify order by email and issue a refund — so the refund is processed at the point of resolution without the agent switching to the Shopify admin.
Cancel an order on customer request: When a ticket is raised requesting an order cancellation, search for the order in Shopify and cancel it as part of the workflow — reducing the manual steps between receiving the request and completing the action in Shopify.
Re-open an order after a payment issue is resolved: When a payment dispute or failed transaction ticket is resolved in HappyFox Help Desk, automatically re-open the associated closed Shopify order so fulfilment can proceed without a manual intervention in Shopify.
Pull order details into a ticket for agent context: When a ticket is created that references an order number, use the Search for an order in Shopify by ID action to retrieve the order details — such as status, items, and shipping information — and add them as a private note on the ticket, giving the agent full context without leaving HappyFox Help Desk.
Tag orders flagged by support for follow-up: When a ticket is escalated or tagged as a priority complaint, use the Updates an order in Shopify action to add a note or tag to the corresponding Shopify order — so the fulfilment and operations teams have visibility into orders that have active support cases.
Create a replacement order after a lost shipment: When a ticket confirms that a shipment is lost and a replacement is approved, automatically create a new Shopify order for the replacement item — so the process moves forward without the agent manually re-entering the order details in Shopify.
Frequently Asked Questions
How does the workflow find the right Shopify order if the customer doesn't include their order ID in the ticket? Use the Search for an order in Shopify action with the customer's email address as the search criteria. This returns matching orders, and you can use the order data in subsequent steps. If a customer has multiple orders, apply trigger filter conditions to narrow the workflow to the most recent or relevant order.