# Replies from your Gmail address. Orders handled in Shopify.

Aide Helpdesk becomes the inbox for your Gmail support address. Its AI agent reads the Shopify order, answers in the customer's thread and can cancel, refund or change an order for a verified shopper.

Sign in with Google and Aide Helpdesk reads your Gmail support inbox, and replies go out from your Gmail address in the customer's thread. Its AI agent reads the Shopify order and, for verified shoppers, can cancel, refund, change the shipping address or start a return.

Source: https://aide.app/integrations/gmail-shopify · Updated 2026-11-05 · By Ziyad Basheer

| | |
|---|---|
| Order actions | Cancel, refund, change the address, remove an unshipped item, add a note. |
| Who can ask | Verified shoppers: the order number plus the email it was placed with. |
| Refunds | Wait for a teammate by default. Large ones from Agents need an Owner or Admin. |
| Tracking | Every package of a split order, live from UPS, FedEx and Shopify. |
| In Shopify | Aide conversations on your Shopify order and customer pages. |
| Plans | The helpdesk is free. You pay for AI replies. |

## The Shopify emails in your inbox

Each email becomes a conversation in Aide Helpdesk. Aide reads the live order, then replies from your Gmail address or leaves a draft.

### Where is my order?

Customers often reply straight to the order confirmation. Aide reads every shipment and its tracking, and answers in that same Gmail thread.

> Customer: Hi, I only got part of order #2841. Where is the rest?
>
> Aide: Order #2841 shipped in two boxes. The mugs were delivered Monday, and the kettle is with UPS, expected Friday. Here is its tracking link.
>
> 2 shipments read · Reply sent from your Gmail address

### A new shipping address

A verified shopper writes in with a new address. Aide changes it on the Shopify order and confirms in the thread, and the action shows on the conversation.

> Customer: Order #3520 has my old address. Please send it to 41 Ossington Ave instead.
>
> Aide: Done. Order #3520 will now ship to 41 Ossington Ave. You'll see the new address on your shipping confirmation.
>
> Shipping address changed in Shopify · Order #3520

### Cancel now, refund on approval

Aide cancels the order in Shopify. The refund waits in Aide Helpdesk for a teammate, and your team gets an email or Slack notification.

> Customer: Can you cancel order #4096? I ordered the wrong colour.
>
> Aide: Order #4096 is cancelled. Your $58.00 refund is with our team for approval, and you'll get an email when it's issued.
>
> Order cancelled in Shopify · Refund awaiting approval

### One item too many

Aide removes an item that hasn't shipped, so the shopper doesn't have to cancel the order and buy again.

> Customer: I added two candles to order #3307 by mistake. Can you take one off?
>
> Aide: Done. Order #3307 now has one Fig candle, and the rest of the order is unchanged.
>
> Unshipped item removed in Shopify · Order #3307

### Photos attached to the email

A snapped handle, a wrong item. Aide reads the photos attached to the email, says only what a photo shows and hands the fix to your team with a draft.

> Customer: The handle on the kettle from order #2275 arrived snapped. Photo attached.
>
> Aide: Summary for the team: the photo shows the kettle handle from order #2275 snapped off at the base. The customer wants it put right. Draft reply below.
>
> 1 photo read · Handed to your team with a draft

## A full helpdesk behind your Gmail address

Your customers keep writing to the address they know. Your team gets an inbox built for support.

- Needs a person: Every open conversation Aide isn't handling, in one list for your team.
- Sender rules: Automated mail is filed, and contact forms open for the customer they carry.
- Macros and SLAs: Reply templates that run actions on send, plus first response and resolution timers.
- Orders beside the email: The customer's Shopify orders, past conversations and fields in the details panel.
- Hold or replace: Teammates can hold fulfillment or send a free replacement to the original address.
- Copilot in the reply box: Draft a reply, rewrite one or summarise the conversation into an internal note.

## Sign in with Google, then add your store

- Connect Gmail: Sign in with Google. Your Gmail support inbox opens in Aide Helpdesk, with nothing to forward.
- Connect Shopify: Install Aide from the Shopify App Store. Orders appear beside matching conversations.
- Choose what runs: Set each topic to AI Agent, Drafts or None. New topics start at Drafts.

## Frequently asked questions

### Will customers see a different email address?

No. Every reply, from Aide or a teammate, is sent from your Gmail address, so customers keep writing to the address they know.

### Can Aide refund a Shopify order from an email?

Yes. Aide offers the refund to a verified shopper, and it waits for a teammate to approve or reject it. No refund can exceed what the order can still refund.

### Can customers start a Shopify return by email?

Yes, once you turn returns on. Aide follows your Shopify return rules: the window, excluded tags such as final-sale, and reasons. Each return is a request your store approves.

### Does Aide reply to every email, or draft?

You choose per support address and per topic. A draft-only address never acts on orders, and topics set to Drafts get a draft your teammate sends.

### Can we see Aide's conversations from inside Shopify?

Yes. An Aide conversations block sits on your Shopify order and customer pages, so the email history is there when you open an order.

### What does it cost?

Aide Helpdesk and the Gmail connection are on the Free plan, with 150 AI replies a month and 2 team members. Starter is $39 a month for 1,000 AI replies, and your team's own replies are never counted.

### Does this work with WooCommerce?

Yes, read-only. Aide reads WooCommerce orders, products and customers. Order actions and returns are Shopify only.

## Related
- [Aide for Gmail](https://aide.app/integrations/gmail)
- [Aide for Shopify](https://aide.app/integrations/shopify)
- [All integrations](https://aide.app/integrations)

Start free: https://my.aide.app/register