Manage Shopify orders

We know switching between different tabs and panels can be confusing, but that's no longer the case. Tidio's integration with Shopify allows you to manage the most important order matters without leaving the Tidio panel. 

 

In this article, you'll learn:

• How to cancel Shopify orders in the Tidio panel
• How to submit refunds for the orders 
• How to change the shipping address

 

 

Cancel orders

 

 

From now on, you can cancel orders that haven't been fulfilled yet, straight from your Tidio panel. 

 

Inside the chat conversation, you'll see the Orders preview and manager on the right-hand side. If the order hasn't been fulfilled yet, you'll see a cancel button under the order's number. 

 

 

 

Once you click on the cancel button, a new window will appear. You can decide whether you wish to give the refund to the customer, pick a reason for cancellation, restock the items and choose whether to send a notification to the customer. 

 

 

To confirm the settings, click on the red Cancel order button. The order will be canceled now. 

 

To learn more about Tidio integration with Shopify, see our article about sending Shopify products to customers directly from Tidio and using coupon codes for Shopify orders. 

 

Refunds 

 

If your Shopify account is connected to Tidio, from now on, you can submit the refunds straight from the Tidio panel.

 

 

How to submit a refund 

 

To submit a refund, click on the Refund button on the right side of your conversation panel. 

 

 

 

If you're an existing user and want to submit the refund for the first time, you may be asked to accept a new set of Shopify permissions by reintegrating your Shopify store with Tidio. 

 

Now, you will see a window with the available settings for the refund. To be able to submit the refund, put an item number inside the item value field. 

 

 

As an agent, you can:

• decide for which products you want to submit the refund 
• decide whether you wish to refund the shipping costs
• add a reason for the refund
• decide whether you wish to send an email notifying the customer
• decide on the payment method for refunding the money (you can only use the options used by the customer to pay for the order & one payment option can not refund more money than the customer has paid for the order)

Once you have adjusted the settings, click on the blue Refund button with an amount and your currency to confirm it.

 

 

Change shipping address

 

In your Tidio panel, you can also change the address connected to an order of your customer. You'll see the current address and an option to change it on the right side of the conversation panel. 

 

To change or edit the address, click on the Edit shipping address button under the Shipping & Tracking section. 

 

 

 

Once you click on the edit button, you'll see a window where you can type in the new address. 

 

 

 

To finalize, click Save to save the changes.