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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.

  • Please note: If your store URL is yourstore.myshopify.comEnter yourstore in the field.

  • 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.

Agent Usage


  • 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.


  • 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. 

  • Payment pending denotes the order has been placed, but the amount has not been paid yet.

  • Canceled denotes the particular order has been canceled.


  • 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.