If you’ve signed up for Freshdesk Messaging before April 29, 2021, read the old articles.
Recently, we rolled out a different experience for self-service features in Freshdesk Messaging. If you signed up after
April 29, 2021, continue reading.
If you’ve signed up for Freshdesk Messaging after April 29, 2021, read the new articles.
Recently, we rolled out a different experience for self-service features in Freshdesk Messaging. If you signed up before
April 29, 2021, continue reading.
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans. We assure you that this change will not impact your product experience, and no action is required on your part.
Integrating Shopify with your Freshdesk Messaging account
It is easy and it only takes a few minutes to integrate Shopify with your Freshdesk Messaging account.
Login to your Freshdesk Messaging account as an admin
Go to Apps > Manage apps > Custom apps
Under this section, you will find Shopify-Freshdesk Messaging. Click the Install button next to it.
Once you’ve clicked install you will land on the configuration page
Enter your Shopify URL under the required field to connect it to your Freshdesk Messaging account.
Once you have done that, click on the Continue button to build the Shopify authentication.
You will be directed to your Shopify account page, where you can click on Install unlisted app at the end of the page.
Now the integration is authenticated and you will be directed to your Freshdesk Messaging account page.
The Shopify app has now been successfully installed.
Once the installation is done, it’s time to start using it.
Once you log into your Freshdesk Messaging account as an agent/admin, click on Team Inbox. You will be able to view the Shopify App on the User Information panel on the right.
When you click on a user, their information will be viewed on the right panel.
If your customer already has live orders, you will be able to view the details of the current order.
Click on More information below, you will be able to view the date on which the order was placed, the shipping address, items purchased, contact details, and a tracking URL.
You can click on Show past orders to view the customer’s complete order history.
You can also search for a specific order by typing in the Order ID.
STATUS OF THE ORDER
The tags under each order i.e., Refunded, Unfulfilled, Payment pending and Canceled denote the status of the order.
Refunded denotes the payment status.
Unfulfilled denotes the shipment status.
Paymentpending denotes the order has been placed, but the amount has not been paid yet.
Canceled denotes the particular order has been canceled.
UPDATING ORDER INFORMATION
You can directly edit the details under an order that has already been placed.
For example, when a customer requests to change their address, you can directly update the new address under the order.
Click on the edit icon next to Shipping Address and add the new shipping address.
You can cancel the order based on its status.
If the order is unfulfilled, you can choose to cancel the order. You can choose the appropriate option under Reason for Cancellation and click on Cancel Order.
The order has been canceled.
After order cancellation, the amount can be refunded back to its source.
If only one item among many has been canceled, you will be able to refund the particular amount.
If the order has been canceled entirely, the entire amount can be refunded.
Under Refund Preference, you can choose to restock the item to the store when the order is returned or unfulfilled. You can also choose to send a notification to your customer once the order the refunded.
You can write a note for the refund in the Reason for refund section.