# Shopify orders in every Zendesk ticket. Resolved there too.

Aide shows the customer's Shopify orders beside each Zendesk ticket and acts on them for your team, from tracking questions to cancellations, address changes and returns.

Aide connects Zendesk and Shopify so every ticket shows the customer's Shopify orders in the Aide panel, and its AI agent can cancel, refund, change the address or start a return for a verified shopper. Refunds wait for a teammate to approve them on the ticket by default.

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

| | |
|---|---|
| In the ticket | The Aide panel, with the draft, topics, fitting macros and Shopify orders. |
| Order actions | Cancel, refund, change the address, remove an unshipped item, add a note. |
| Replies | Email tickets once a brand is live. Chat and messaging tickets get drafts. |
| Who can ask | Verified shoppers: logged in, or order number plus the checkout email. |
| Tracking | Every package of a split order, live from UPS, FedEx and Shopify. |
| Plans | Zendesk and Shopify connect on every plan, Free included. |

## The Shopify questions in your Zendesk queue

Aide reads the order before it writes, then acts inside the rules your team sets. Topics set to Drafts get a draft instead.

### Where is my order?

Aide reads the order and the carrier's tracking, so the reply gives the real status and delivery date instead of a link to a tracking page.

> Customer: Order #5128 still says label created. Did it actually ship?
>
> Aide: It did. FedEx scanned order #5128 at the Memphis hub this morning, and delivery is expected Thursday. The tracking page should catch up within a few hours.
>
> Tracking read from FedEx · Order #5128

### Address changes before it ships

If the order hasn't shipped, Aide updates the shipping address in Shopify. If it has, the ticket goes to your agents with the order attached.

> Customer: I moved last week. Can order #6203 go to 210 Queen St E, Apt 4 instead?
>
> Aide: Done. Order #6203 hadn't shipped yet, so it now goes to 210 Queen St E, Apt 4.
>
> Shipping address updated in Shopify · Order #6203

### Cancellations, refund approved by you

Aide cancels an unshipped order in Shopify and tells the customer the refund is with your team. An agent approves or rejects it in the Aide panel.

> Customer: Please cancel order #4417. I ordered the wrong colour.
>
> Aide: Order #4417 is cancelled and won't ship. Your $86.00 refund is with our team for approval, and you'll get an email when it's issued.
>
> Order cancelled in Shopify · Refund awaiting approval

### Returns under your Shopify rules

With returns on, Aide starts a return inside your window, skips excluded tags such as final-sale and creates a request your store approves.

> Customer: The boots from order #3390 rub my heel. Can I return them?
>
> Aide: Yes. They were delivered 12 days ago, inside the 30-day window. Shall I start a return for 1 x Trail Boot from #3390, reason: doesn't fit?
>
> Return offered under your Shopify return rules · Waits for the customer's yes

### Drafts your agents send

On topics set to Drafts, the reply waits as an internal note and in the Aide panel, written from the live order. Your agent edits and sends it.

> Customer: Can I add a second mug to order #7782 before it ships?
>
> Aide draft: Order #7782 hasn't shipped yet. I can't add items to an existing order, but I can cancel it so you can place a new one with both mugs. Would you like that?
>
> Draft as internal note · Order #7782 not yet fulfilled

## Shopify, without leaving Zendesk

Your agents keep their views, macros and triggers. The order comes to the ticket.

- Orders beside the ticket: Recent orders with items, totals, refunds and shipments, in the Aide panel on every ticket.
- Approve on the ticket: Refunds Aide offers land in the panel as Awaiting approval. Approve or reject, and Aide tells the customer.
- Hold or replace: Agents can hold fulfillment or send a free replacement to the original address from the panel.
- Fields filled in: Aide fills the order number or reason for contact from the conversation and writes it to Zendesk.
- One update per answer: The note, tags, fields and status land in one update, so your triggers see one change.
- Every brand kept apart: Each active Zendesk brand gets its own rollout, reply identity and help center.

## From two connections to the first draft

- Connect Zendesk: Sign in to Zendesk from Aide. Setup waits for the first draft on a real ticket and links to it.
- Connect Shopify: Install Aide from the Shopify App Store or connect your store in Aide. Orders appear on matching tickets.
- Choose what runs: Each topic is set to AI Agent, Drafts or None. New topics start at Drafts.

## Frequently asked questions

### Can Aide refund a Shopify order from a Zendesk ticket?

Yes. Aide offers the refund to a verified shopper and it waits on the ticket for an agent to approve or reject it. Large refunds requested by agents need an Owner or Admin, and no refund can exceed what the order can still refund.

### Does Aide reply to customers in Zendesk, or only draft?

Both, and you choose per topic. Once a brand is live, Aide replies to email tickets itself on topics set to AI Agent. On chat, messaging and SMS tickets it writes drafts for your agents.

### Do our Zendesk triggers, macros and views keep working?

Yes. Aide works inside Zendesk and does not replace it. It learns from the macros your agents send, and a procedure can run a Zendesk macro the way Zendesk would.

### Can I try it without Aide answering customers?

Yes. Each Zendesk brand starts in Watch only, where Aide decides and drafts without writing to Zendesk. Then it moves to test senders, a share of tickets and everyone, when you are ready.

### How is the Zendesk Shopify integration priced?

Connecting both is free. You pay for AI replies, meaning each message Aide answers or drafts. The Free plan includes 150 a month, and Starter includes 1,000 for $39 a month.

### Does this work with WooCommerce?

Aide reads WooCommerce orders, products and customers on Zendesk tickets. Order actions and returns are Shopify only.

## Set it up
- [Connect Zendesk, Front, Gorgias or Gmail](https://docs.aide.app/integrations/connect-helpdesk)
- [Connect your Shopify store](https://docs.aide.app/integrations/connect-shopify)

## Related
- [Aide for Zendesk](https://aide.app/integrations/zendesk)
- [Aide for Shopify](https://aide.app/integrations/shopify)
- [Aide prepares the refund. Your team approves it.](https://aide.app/shopify/refunds)

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