Connect Shopify

Once Shopify is connected, your team sees a customer's orders right in the conversation. Rin and your AI agents can look up orders too, and can ask for a refund or a cancellation, which a teammate approves first.

Rinhelp connects with a small app you make in your own Shopify account. This takes a few minutes. An owner does it under Settings > Integrations, in the Shopify section.

Connect Shopify

1. Open the Shopify Dev Dashboard and sign in with the Shopify account you use for your store.
2. Click Create app, choose Start from Dev Dashboard, and name it Rinhelp.
3. In the new version, find Access, which lists the permissions the app asks for. Add the scopes read_orders and write_orders.
4. Click Release.
5. If your store belongs to a Shopify Partner organization, like a development store, approve the app for customer data. Shopify calls this protected customer data. In the Partner Dashboard, open the app, click API access requests, find Protected customer data access and click Request access. Select Protected customer data and the Email field, which Rin uses to match purchases, and click Save. Stores outside a Partner organization have this access already.
6. On the app's Home, click Install app and pick your store. The app and the store must belong to the same organization in the Dev Dashboard.
7. Open the app's Settings and copy its Client ID and secret.
8. Back in Rinhelp, fill in the form:
   • The first field asks for your store's Shopify address, like your-store.myshopify.com. You can find it in Shopify under Settings, then Domains.
   • Client ID and Secret: the two values you copied.
9. Click Connect Shopify.

Rinhelp checks the details with Shopify before saving them. If something is wrong, it tells you what: for example, that Shopify didn't accept the Client ID and secret, that the app isn't installed on the store, that the app and the store belong to different organizations, or that Shopify hasn't approved the app for customer data. Your secret is stored encrypted, and Rinhelp renews its access to Shopify on its own.

A workspace connects one Shopify store. To change it, or to fix a connection that stopped working, click Replace app details, fill in the form again and click Connect Shopify.

To stop access, click Disconnect and confirm. Rinhelp deletes the app's Client ID and secret, and Rin and your team can no longer look up orders until an owner connects Shopify again.

Look up orders

With Shopify connected, a Shopify section appears in every conversation's details.

• Click Find the customer's orders to find orders by the customer's email.
• Or type an Order number, such as #1001, and click Find.

Each order shows its number and email, its status and fulfillment, the items, and tracking links.

What Rin does with orders

Rin never shares a purchase just because someone asks. A customer has to pass the purchase check: they give the number on their receipt and the email on it, and both must match. A signed-in customer passes it for their own orders. See Set up the chat widget.

If a customer wants a refund or a cancellation, Rin tells them what it will ask for and asks them to confirm. Then it files the request and hands the conversation to your team. Rin can't refund or cancel anything itself.

Refunds and cancellations

A teammate can refund or cancel an order from the conversation's details: look up the order, then click Refund or Cancel order under it. Rinhelp asks for a reason, and for a refund the amount, then it happens at once. The lookup then shows the result.

Refunding or canceling an order moves money, so when Rin or an AI agent asks, it becomes an approval that waits for a teammate to approve or reject it, in the conversation or on the approval page. See Approve actions.

• A refund goes back to the order's original payment, in full or for an amount you choose. Shopify emails the customer.
• A cancellation only works on an order that hasn't been fulfilled yet. It refunds the order in full, restocks the items, and Shopify emails the customer. For a fulfilled order, ask for a refund instead.