Read the Shopify order card in a ticket
What the order card beside a ticket shows, including status chips, items, fulfilments with tracking, address, totals, order tags and linking.
Last updated 2 min read
The order card puts a customer's Shopify order next to their ticket, so you can answer "where is my order?" without opening Shopify. It also holds the order actions, covered in Refund, cancel or edit a Shopify order.
Before you start
- Who can do this: agents, admins and owners. Viewers can read the card.
- Plan: all plans.
- What you need: Shopify connected. See Connect your Shopify store.
Step by step
- Open a ticket. The sidebar shows the customer, then Order on this ticket if one is linked, then their other orders.
- Read the header: order number, date, number of items and total.
- Expand the card with the arrow to see everything.
- To tell Hushdesk which order the ticket is about, press Link to ticket. To undo, press Unlink from ticket.
- Tick the items the ticket concerns ("Tick what this ticket is about.") if only some are affected.
What happens next
An expanded card shows:
| Section | What you see |
|---|---|
| Status chips | Payment (for example Paid, Refunded) and delivery (Unfulfilled, Fulfilled, Cancelled) |
| Actions | Edit, Duplicate, Refund, Cancel |
| Order tags | Add or remove tags; changes save as Order tags saved |
| Fulfillments | Carrier, tracking number with copy, tracking link and Live status from 17TRACK |
| Shipping lines | Delivery method and price |
| Shipping address | With Copy the address and Edit the address |
| Line items | Product, variant, quantity and price |
| Totals | Subtotal, Discount, Shipping, Tax, Total, Refunded, Net |
Orders come from your connected store: the last 90 days are imported when you connect it, and new orders and changes arrive from Shopify as they happen. With several stores connected (Growth and Scale), each card shows Store: and the store's name, and Open in Shopify opens that store's admin.
The linked order is outlined, and macros fill {{order.number}}, {{order.tracking_number}}, {{order.tracking_url}}, {{order.carrier}} and {{order.shipping_address}} from it.
Tips
- Link the order before using a tracking macro, so the right tracking link goes out.
- Connect 17TRACK to see the latest carrier scan inside the card. Without it you see a Connect 17TRACK link. See Connect 17TRACK.
- An unshipped order says "Not shipped yet: the address and items can still change."
Troubleshooting
"Tags are up to 40 characters"
An order tag is too long. Shorten it.
"That order is not on this customer"
The order belongs to someone else, perhaps after a ticket merge. Open the right customer's ticket.
"Viewers cannot change orders"
Viewers can read the card but not change it.
Frequently asked questions
Where do I see a customer's Shopify orders in Hushdesk?
In the right-hand sidebar of a ticket, under the customer. Each order has a card with its number, date, items and total, status chips and actions. On smaller screens, open More actions in the ticket header and choose Customer and orders to see the same cards.
Why does my ticket show no orders for a Shopify customer?
Orders appear once the store's first import has run, which starts right after you connect Shopify and covers the last 90 days. If a customer still has none, they may have ordered with a different email, or their orders are older than 90 days and have not changed since. New orders arrive as they are placed.
What does linking an order to a ticket do?
It tells Hushdesk which order the ticket is about. Macro variables such as the order number and tracking link then use that order, never just the customer's newest one. You can also tick the exact items the ticket concerns, which helps when one item in a bigger order is faulty.
What do the coloured chips on an order mean?
They show payment and delivery at a glance. For example Paid, Payment pending, Refunded or Partially refunded for money, and Unfulfilled, Partly fulfilled or Fulfilled for delivery, plus Cancelled when it applies. The chips come from the order itself, so they match what Shopify shows.
Can I open the order in Shopify from the ticket?
Yes. The small external-link button next to the order number, labelled Open in Shopify, opens the order in your Shopify admin in a new tab. Use it for changes Hushdesk does not do itself, such as editing items and prices.
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Related articles
- Refund, cancel or edit a Shopify orderRefund all or part of an order, cancel it before it ships, change the address or create a free replacement from the ticket, sent straight to your Shopify store.
- Connect 17TRACK for live parcel statusAdd your 17TRACK API key so the order card shows the carrier's latest scan, like In transit or Delivered, right inside the ticket.
- Connect your Shopify storeInstall the Hushdesk app on your Shopify store from Settings, Apps. Orders, customers and fulfilments sync into tickets; Growth and Scale add more stores.
- Use variables in macrosFill names, order numbers, tracking links, carrier and address into macros automatically with variables such as customer.first_name and order.tracking_url.
- Use the customer and ticket details sidebarThe sidebar beside every ticket shows the customer, their note and phone, orders, tags, queue and ticket fields. Here is what each part does.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.