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The Orders panel

Tap Orders at the top of a chat. You’ll see that customer’s Shopify orders, newest first:
  • the items, and what was paid,
  • payment status, and anything refunded,
  • delivery progress, with the courier’s latest status,
  • the tracking link.
Tap Send tracking link to put the tracking link in your reply box, ready to send. Can’t find the order? Search the panel by order number or phone number. Useful when a customer writes from a different number.
Viewing orders never changes anything in Shopify. Only cancel and refund does, and that is off until an admin turns it on.

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Shopify customers in the list

Customers who have ordered from your store get Shopify’s bag icon in the chat list, and the Shopify quick filter shows only them. New chats are checked in the background, so the icon may take a little while to appear.
1

Open Products

In the Orders panel, switch to Products.
2

Find the product

Type part of the product name. Results come live from your store.
3

Put it in your reply

Tap Put in reply. A short message with the product’s web link is ready in the reply box. Change it if you like, then send.
Admins can set the wording around the link: your initials → Shopify → Products tab: Put in reply.