# Help, one click from the order.

Shoppers look for help where the order is, in their account. Aide puts "Get help with this order" there and opens chat with that order already attached.

With Aide, each order in Shopify's new customer accounts gets a "Get help with this order" action. It opens Aide Chat on your store with that order attached and verified, so Aide's first reply is about the right order and the shopper types no email or order number.

Source: https://aide.app/shopify/customer-account-order-help · Updated 2026-11-08 · By Ziyad Basheer

| | |
|---|---|
| Where it shows | Each order's menu, in the order list and on the order page. |
| What it opens | Aide Chat on your store, with the order attached. |
| Verification | The order counts as verified, as if looked up by email. |
| The link | Works for 30 minutes, for the order's owner, in one conversation. |
| Needs | New customer accounts and the Aide chat app embed. |
| Shopify plans | Every plan. Shopify Plus is not required. |

## The order comes with the question

The shopper picks the order. Aide starts from it.

### From the order page

A signed-in shopper opens the order's menu, picks Get help with this order and lands in chat.

> Customer: Is this still going out this week?
>
> Aide: Order #1188 hasn't shipped yet, so I can still change it. Would you like to change the address, remove an item or cancel it?
>
> Opened from customer account · Order #1188 verified

### From the order email

A shopper who follows the link in an order email signs in first, then the chat opens the same way.

> Customer: One of the mugs in my order arrived chipped.
>
> Aide: I'm sorry about that. I can see order #2207 with two mugs. Could you send a photo of the chip so our team can sort it out?
>
> Signed in from the order email · Order #2207 verified

### A forwarded link

The link only works for the person who owns the order, so a shared one opens a normal chat.

> Customer: Where's my order?
>
> Aide: I can look that up. What's the order number, and the email you used at checkout?
>
> Shared link · Usual order lookup

## From the order to a chat in two clicks.

- Get help with this order: The action sits in each order's menu, beside Shopify's own order actions.
- Open chat: A short dialog takes the shopper to your store with Aide Chat already open.
- The order attached: Aide reads the order before replying, so the shopper never types an order number.

## Set up the account side

New customer accounts are passwordless and show each order with its status and tracking. For the setup steps in Shopify, and how new accounts differ from legacy ones, see [Shopify customer accounts](https://aide.app/guides/shopify-customer-accounts).

## Frequently asked questions

### How can customers contact support from their Shopify account?

Apps can add actions to orders in Shopify's new customer accounts. With Aide installed, each order's menu shows "Get help with this order", which opens chat on your store with that order attached and verified.

### Does it work with legacy customer accounts?

No. Shopify shows app actions only in new customer accounts, so switch to them in Settings > Customer accounts before the action appears.

### What if the shopper isn't signed in?

Shopify asks them to sign in first, then opens the dialog. The order is linked the same way as for a shopper who was already signed in.

### Can someone else use a forwarded link?

No. The link works for 30 minutes, only for the customer who owns the order, and attaches the order to one conversation. A shared or reused link opens a normal chat.

### What can Aide do once the chat opens?

What it does for any verified shopper, within the switches and approval limits you set. It answers about the order and can change the address, remove an unshipped item, cancel the order or start a return.

## Set it up
- [Chat in Shopify checkout, the thank-you page and customer accounts](https://docs.aide.app/shopify/shopify-checkout-chat)
- [How shoppers prove an order is theirs](https://docs.aide.app/shopify/order-verification)

## Related
- [How Aide verifies a Shopify shopper](https://aide.app/shopify/order-verification)
- [Shopify live chat with an AI agent](https://aide.app/shopify/live-chat)
- [Edit Shopify orders from support](https://aide.app/shopify/order-edits)

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