Support ops, AI agents, and Shopify playbooks

Shopify support playbooks that cut tickets

Practical guides on AI support, WISMO, returns, helpdesk comparisons and the metrics that tell you if automation is working.

266 guides · page 6 of 23

Sold Out After Shopify Checkout
This is an oversell. Apologize, date, substitute, or refund. Do not hide behind 'high demand'.
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Shopify Draft Order Support
Drafts, invoices, and custom lines. The agent should not apply a self-serve discount code to a negotiated draft.
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Instagram Shop + Shopify Support
Social checkout copies the order into Shopify — sometimes late. Do not tell them the order does not exist.
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TikTok Shop + Shopify Support
Two storefronts, one warehouse. The agent must know which channel the order came from before it quotes a policy.
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Dunning and Shopify Support
The email says 'update card'. The ticket says 'unsubscribe me'. Those are different intents. Split them.
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Shopify Subscription Failed Payment
Dunning is a sequence. Support should not cancel on the first fail if the app will retry tomorrow.
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Affirm Support Tickets on Shopify
Loan disclosures are not a chat topic. Refunds and cancellations are. Escalate anything that sounds like credit advice.
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Afterpay / Clearpay Support on Shopify
Same rule as Klarna: refund the BNPL object. Credit on your store does not stop their schedule.
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Klarna Tickets on Shopify
Refunds must hit Klarna, not a random store credit, or they will still have installments.
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Shop Pay Support Tickets
Shop Pay failures are often vault or 3DS, not your SKU. Do not refund an order that never captured.
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Shopify Payment Failed Support
Failed authorization vs captured-then-voided. The agent should not say 'we never charged you' without the transaction list.
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Shopify Discount Code Not Applying
Usage limits, combinations, and customer eligibility. Read the code config before you 'just apply it'.
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