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What you'll achieve
Teammates can resolve common order requests without switching between DobroDesk and Shopify.
Connect Shopify
Existing Shopify connections remain usable in DobroDesk. New installations are currently unavailable because DobroDesk's public listing in the Shopify App Store cannot be opened. The steps below apply only if Shopify lists the DobroDesk app.
You do not need to create your own Shopify app, enter a store domain or supply API secrets. A teammate needs integrations.manage permission.
Open Settings > Integrations > Data integrations.
If the DobroDesk app is available in the Shopify App Store, choose Connect and continue through Shopify's installation flow. Shopify selects the store and asks you to approve access to customers, orders and returns.
Sign in to Shopify and approve customer, order and return access for that store.
When Shopify returns you to DobroDesk, sign in, select or create a Workspace and confirm the connection.
Open Billing and review the DobroDesk plan if the selected Workspace does not already have an active subscription or prepaid access.
Repeat for any additional stores. One Workspace accepts up to ten Shopify stores.
Return to DobroDesk, open a known customer and confirm the Shopify context is available.
How Shopify context works
Open Overview for important records across all connected stores, billing accounts and booking sources. Every record names its source account. Open Data, choose the Shopify store and select an order for its full details. On desktop, the order details open in a modal. On mobile, they open in a full-screen modal. Returning to the source list keeps your search. AI assistance and evidence are in AI. Activity and the audit trail open from Overview.
DobroDesk matches customers by verified email and shows up to ten orders from each connected store on each page. Use the All orders, Open, Closed or Cancelled status filter and search an exact order number. Choose Next page when more than ten matching orders exist. Open an order to review its line items, fulfillment and tracking plus shipping and billing addresses and payment history when Shopify provides them. Return history appears only when the connection already has Shopify return access. Missing or protected fields are marked unavailable while the order remains visible. Payment transactions and returns are limited to the first 20 records and are marked partial when more exist. The available history follows the access shown in the Shopify connection details. If older records are outside that access, open the customer or order in Shopify. Disconnecting stops future Shopify reads and actions without deleting conversations or customer-authored messages.
Refund or cancel an order
Open the conversation, choose Data and select the Shopify store that owns the order. You can also open a relevant order directly from Overview.
Select the order to open its details before choosing an action.
Choose Refund remaining amount or Cancel order. You need the Manage commerce actions permission.
Review the amount or cancellation options, select the latest received public customer message that confirms this exact order action, add an internal note and confirm once.
DobroDesk supports a full remaining-balance refund from this flow. Use Shopify for partial refunds or other refund arrangements.
If Shopify does not confirm the result, open the linked order in Shopify before trying again.
DobroDesk rechecks the current order and refundable amount, requires the latest explicit received customer confirmation for this order action, prevents duplicate submissions and records the action in the audit log.
Put this guide into practice
Open Setup Center to apply the instructions in your workspace. Sign in when prompted.