Connect your Shopify store

Connecting Shopify links your store to your Hushdesk workspace. Your orders, customers and fulfilments sync into Hushdesk, so they show beside tickets, order actions from the inbox reach your store, logged-in shoppers are recognised in chat and macros fill in order details.

Before you start

• Who can do this: Hushdesk owners and admins, with permission to install apps in Shopify.
• Plan: all Hushdesk plans. Several stores in one workspace needs Growth or Scale.
• What you need: your store's myshopify.com address, for example madam-muse.myshopify.com.
• Time: about two minutes.

Step by step

1. Open Settings > Apps and choose Shopify (it is first under Popular on Shopify).
2. Read What it adds and What Hushdesk can access. See Shopify permissions explained.
3. Under Your store, type your store's address.
4. Press Install on Shopify.
5. In Shopify, review the access and approve the install.
6. Shopify opens the Hushdesk page inside your admin. It confirms ✓ Connected.
7. Back in Hushdesk, the Shopify sheet lists your store with Name on order cards, Open store admin and Disconnect.

What happens next

Your store is linked to this workspace, and Hushdesk stores its access token encrypted. Home ticks off Connect Shopify.

• The first import starts at once. Hushdesk pulls the last 90 days of orders, with their customers and fulfilments, in the background. A customer who already exists in Hushdesk with the same email is matched, and nothing your team typed on the profile is overwritten.
• Changes arrive as they happen. Shopify sends new orders, edits, cancellations, refunds and customer updates to Hushdesk straight away. Each delivery is checked and handled once, even when Shopify sends it twice.
• An hourly check re-reads orders that changed since the last one, so a missed delivery is caught up.
• Order actions you take from a ticket, such as refunds and cancellations, are sent to this store. See Refund, cancel or edit a Shopify order.

If Shopify later tells us the app was uninstalled, the connection is marked as uninstalled automatically and nothing more syncs.

Several stores in one workspace

On Growth and Scale, the sheet shows Add another store under your connected stores. Type the next myshopify.com address and press Install on Shopify again.

• Give each store a Name on order cards, such as "Madam Muse UK", and press Save. Order cards then show Store: with that name and link to that store's admin.
• Every order remembers the store it came from, so refunds, cancellations and edits always go to the right store.
• On Free and Starter, the sheet says "Several stores in one inbox is part of the Growth and Scale plans." with a See plans link.

Disconnect a store

Press Disconnect on the store, then confirm Stop syncing this store? with Disconnect. Hushdesk drops the store's access token at once and nothing more syncs or goes to it. Remove the app in Shopify too: orders already on tickets stay until Shopify asks Hushdesk to delete the store's data, 48 hours after the app is removed.

Tips

• Use the myshopify.com address, not your custom domain, in the store field. Typing just the first part, such as madam-muse, works too.
• Add chat with the snippet today; it works alongside the app.
• Running stores with separate teams? A workspace per store keeps their inboxes, settings and plans apart. See Create and switch workspaces.

Troubleshooting

"Enter your store’s myshopify.com address, e.g. madam-muse.myshopify.com"

The address is not a valid Shopify store address. Check the spelling.

"The Shopify app is not set up on this server yet"

This server does not have the Hushdesk Shopify app's credentials. The sheet lists what is missing.

"This store is connected to another Hushdesk workspace. Its owner has to disconnect it first (or contact support)."

The store already belongs to another workspace.

"Another workspace started connecting this store in the last 30 minutes. If that wasn’t your team, contact support."

Someone else began an install for the same store. Wait 30 minutes or contact support.

"Several stores in one inbox is part of the Growth and Scale plans. Change plan in Settings → Plan and billing, or disconnect the other store first."

This workspace already has a store and its plan includes one. Change to Growth or Scale, or disconnect the first store before connecting another.

More fixes: Troubleshoot the Shopify connection.