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Connect Shopify

Connect your Shopify store and the emails your customers send to your store’s support address arrive in Replyco as tickets, with the customer’s Shopify order beside them; the replies you send from Replyco go back to the customer by email, from your own address. The connection has two parts: you install the Replyco app on your store from the Shopify App Store, and you forward your store’s customer emails to an address Replyco creates for the account. Replyco only reads from your store: it asks for read access to customers, orders, draft orders and products, and never changes them.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
A free account on your planAdminBilling; see Billing
A Shopify login that can install apps on the storeYour Shopify admin
The email address your customers write to, and access to its forwarding settingsYour email host

Availability: every plan includes Shopify, with its orders. Companies on an older plan may not have order sync; see What each plan includes. Companies whose Replyco subscription is billed through Shopify do not see the Shopify tile on Add Account.

Steps

Section titled “Steps”

  1. Select + Add Account in the top bar.

    The Add Account page opens with one tile per marketplace and webstore; a number on a tile counts the accounts of that kind you already have. For every other channel, see Add Account.

    The Add Account page in Replyco, opened with + Add Account in the top bar. The first group shows one tile per marketplace and webstore: Amazon, eBay, eBay v2 with a Beta badge, Shopify, WooCommerce and BigCommerce in the first row, then Magento, Etsy, OTTO, Fruugo, Wish and Kaufland, and Shopline below. The Shopify tile in the first row is highlighted, with a badge that counts the Shopify accounts already connected; selecting it opens the dialog Authorize Replyco to sync with Shopify.
    Shopify has its own tile among the marketplaces and webstores on the Add Account page.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, marketplace-tiles, enabled. opens the Shopify connect dialog
    Also visible
    marketplace and webstore tiles; badge on the Shopify tile with the number of Shopify accounts; Mailbox Accounts heading below
    Purpose
    start connecting Shopify

  2. Select the Shopify tile. The dialog opens at its first step, INFO. Enter an Account Name and the Display Email, and optionally the name your replies are sent as in Send Name as.

    The account name is for your team only, for example your store and the channel; it labels every ticket from this account. The Display Email is the address your customers see on your replies, usually your store’s support address. Leave Custom SMTP Configuration unticked to send replies through Replyco’s mail server; the choice is explained under Options.

    The dialog Authorize Replyco to sync with Shopify at its first step, INFO, out of three steps. Account Name is filled in with Northwind Electronics Shopify and Display Email with support@northwind-electronics.example.com, each with an information icon that explains the field; Send Name as holds Northwind Electronics, and the Custom SMTP Configuration check box is unticked. The Authorize button is highlighted; selecting it keeps these details and moves on to the AUTHORIZE step.
    Name the account and enter the address your replies are sent from; Shopify itself comes next.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-bottom, enabled. keeps the details and moves to the AUTHORIZE step
    Also visible
    step INFO of three; Account Name: Northwind Electronics Shopify; Display Email: support@northwind-electronics.example.com; Send Name as: Northwind Electronics; Custom SMTP Configuration unticked
    Purpose
    enter the account name and sender details before installing the Shopify app

  3. Select Authorize. Replyco keeps the details and moves to AUTHORIZE; select Authorize again.

    The Replyco app opens in the Shopify App Store in a new browser tab. Finish the install in the same browser: Replyco keeps the details from the previous step in this browser until Shopify returns you. The Replyco tab moves on to FINISH; the account itself is saved in the next step.

    The dialog Authorize Replyco to sync with Shopify at its second step, AUTHORIZE; the first step, INFO, shows a tick. The text says to complete the Shopify account with Replyco in a few easy steps, that Replyco will not modify or delete your existing Shopify orders, products or customers, and that selecting Authorize redirects you to Shopify to log in. The Authorize button is highlighted; selecting it opens the Replyco app in the Shopify App Store in a new browser tab.
    Authorize opens the Replyco app in the Shopify App Store, where you install it on your store.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-bottom, enabled. opens the Replyco app in the Shopify App Store in a new tab
    Also visible
    step AUTHORIZE of three; Replyco will not modify or delete your Shopify orders, products or customers; Need help? link
    Purpose
    install the Replyco app on the Shopify store

  4. In Shopify, install the app on your store and approve its access. Shopify returns you to Replyco, which saves the account while it asks you to stay on the page, then shows Almost done....

  5. Select the address in the box to copy it. In your email host, forward the emails that reach your customer address to the copied address, and save. Then select Yes. Email forwarding has been set up..

    The address is the one Replyco created for this account. You can copy it again at any time from the account’s details under Setup Email Forwarding:.

    The Almost done... dialog that Replyco shows when Shopify returns you after the app install. Step 1: Add Shopify Account has a green tick; Step 2: Setup Email Forwarding is still grey. Below, the dialog says you must configure email forwarding to begin receiving messages, then lists four steps: copy the address in the box, log in to your email host in a separate window, paste the address as the forwarding target and save, and return here. The button Yes. Email forwarding has been set up. is highlighted; selecting it completes step 2.
    Copy the Replyco address, forward your store's customer emails to it, then confirm here.
    What this screenshot shows
    Screen
    Almost done... (/integrations/shopify/success)
    Highlighted
    button “Yes. Email forwarding has been set up.”, dialog-bottom, enabled. confirms that email forwarding is set up
    Also visible
    Step 1: Add Shopify Account ticked; Step 2: Setup Email Forwarding; the Replyco forwarding address with a copy icon; four forwarding instructions
    Purpose
    forward the store's customer emails to Replyco

  6. Replyco shows Congratulations! with a short video. Select Start Tour.

    Replyco confirms with Shopify Account successfully added.. If you have not started the onboarding checklist yet, Replyco opens the welcome ticket and starts the tour; see Complete the onboarding checklist.

What happens next

Section titled “What happens next”

The account appears on AdminAccounts; to check how its sync is going, see Accounts. Every email your email host forwards to the Replyco address becomes a ticket; Replyco checks the address for new mail about every five minutes, and emails from before you set up forwarding are not imported. To check that it works, send a test email to your store’s support address and wait for the ticket in TicketsNot Resolved. To reply to it, see Answer a ticket.

Replyco imports the Shopify orders updated in the last two days, then checks for new and changed orders every few minutes; they appear in ToolsOrders (see Orders). When a message arrives, Replyco looks for the customer’s order: an order number in the subject or the text, or the orders Shopify holds for the sender’s email address. The order it finds shows beside the ticket.

Your replies go out by email from the Display Email address, with the Send Name as name. So that strict recipients such as Gmail and Microsoft accept them, authenticate your domain with DKIM in the account’s Email settings; see Mailbox by forwarding.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
Custom SMTP Configuration unticked (the default)You forward your store’s emails to ReplycoReplyco creates the forwarding address, sends your replies through its own mail server, and shows the forwarding step after the install
Custom SMTP Configuration tickedReplyco should read and send through your own mailboxYou enter your mailbox’s IMAP and SMTP settings in the first step; after the install, Replyco asks which mail folders to sync instead of showing the forwarding step. See Mailbox with IMAP and SMTP

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
You must complete ALL FIELDS in order to save this account!Every field except Send Name as is required.Fill in the empty field and select Authorize again.
Email is invalidDisplay Email must be a complete email address.Enter the full address, for example your store’s support address.
“Shop already exist” after the installThis Shopify store is already connected to Replyco.Use the existing account on AdminAccounts.
“Integration with this name already exists”Another Shopify account in Replyco has the same Account Name.Start again from the tile with a different account name.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan’s number of accounts is used up.Delete an account you no longer use, or change your plan on AdminBilling.
The account is connected, but no tickets arriveDoes your email host forward the store’s customer emails to the Replyco address? The address is in the account’s details under Setup Email Forwarding:.Set up the forwarding again with that address; see Fix a blocked or silent account.
Last Orders Sync shows Marketplace data sync is Temporarily Blocked.Open the account and read the reason after Blocking reason:: Shopify no longer accepts Replyco’s access token. Messages still arrive; only the orders stop.Select Re-login in the account’s details and approve Replyco in Shopify again; see Accounts.
Section titled “Related”