Does Hay.chat work with Shopify Plus?

Yes. Hay.chat connects via Shopify's Admin API, which works identically across all Shopify plans including Shopify Plus. If you're on Plus with a custom checkout or multi-store setup, Hay.chat supports that too.

Can Hay.chat handle questions about Shopify Payments and Shopify Shipping?

Hay.chat retrieves order and fulfilment data from Shopify, which includes payment status and shipping details from Shopify Shipping. For refunds, Hay.chat can also connect to Stripe directly if you need cross-platform refund processing.

What if a customer asks a product question Hay.chat doesn't know the answer to?

Hay.chat searches your Shopify product catalogue via the API, and also checks your uploaded knowledge base (sizing guides, care instructions, FAQs). If neither source has the answer, Hay.chat escalates to your team with full conversation context. No dead ends.

Does Hay.chat work with custom Shopify apps and third-party plugins?

Hay.chat connects to Shopify's core Admin API for orders, products, customers, and fulfilment. For data from third-party apps (loyalty points, subscription tools), you can upload that information to Hay.chat's knowledge base or connect additional integrations like Stripe or Zendesk.

What ecommerce platforms does Hay.chat work with?

Hay.chat integrates with Shopify, WooCommerce, and Magento, plus the tools that sit around them: Stripe for payments, Zendesk for ticketing, and HubSpot or Attio for your CRM. See all integrations .

How long does it take to set up?

Under 10 minutes for the basics. Connect your Shopify store, upload your return policy and product guides, and Hay.chat starts handling conversations immediately. You can refine playbooks and escalation rules as you go.

Shopify AI chatbot that resolves, not just replies

A Shopify AI chatbot only earns its keep if it can reach your orders. Hay.chat connects to your Shopify admin and handles tracking, product questions, and returns, without your team lifting a finger.

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Hay.chat

Online

Hi, I ordered the SoundCore Q45 headphones last week and haven't received any shipping update yet.

@Shopify · Get Order

Order #4891 · SoundCore Q45 Wireless Headphones · ordered Feb 19 · status: Fulfilled

@Shopify · Get Fulfilment

Shipped via DPD · tracking DPD4891UK · last scan Cambridge depot, Feb 24

Good news, your SoundCore Q45 headphones shipped yesterday via DPD. Here's your tracking link: dpd.co.uk/track/DPD4891UK. The last scan was at the Cambridge depot, so they should be with you tomorrow.

Thanks! Also, do you have any wireless earbuds that are good for running?

@Shopify · Search Products

3 results · SoundCore Sport X10 £59.99 in stock · JBL Endurance £44.99 in stock · Sony WF-SP800N £89.99 low stock

We have a few options. The SoundCore Sport X10 (£59.99) is our most popular for running, sweatproof with ear hooks. Want me to send you the product link?

Shopify chatbot vs Shopify Inbox: what Inbox can't do

Every Shopify store already has Inbox, so the fair question is what another chat tool adds. Inbox is a good inbox. It puts customer messages somewhere your team can see them, suggests replies, and shows you what's in the cart. That's real, and for a store doing a handful of messages a week it may well be enough.

What it doesn't do is finish anything. A suggested reply is still a reply. Somebody on your team reads it, opens the order in another tab, checks the fulfilment, decides whether the return is inside the window, and types the answer. The message got easier to handle. The work didn't move.

AI chatbot for Shopify stores

Hay.chat has nine native Shopify actions and uses them unprompted. It opens the order, reads the fulfilment and the carrier's last scan, searches the catalogue for stock and variants, and answers with what it found. The customer gets their tracking number, not a promise that someone will look.

Returns and refunds on Shopify

Returns are where the difference shows most. Hay.chat checks the order date against the returns window in your own policy document, confirms the item is eligible, and processes the refund inside the limits you set. Above your cap, or outside the window, it hands over to a person with the lookups already done rather than guessing.

A Shopify helpdesk, with every conversation in one place

Web chat, email, WhatsApp and Instagram land in the same place, against the same customer, with the same playbooks and the same escalation rules. That's the part a per-channel widget has never covered, and the reason most stores end up running two tools.

How Hay.chat handles Shopify support, step by step

Step 1: Understand

Hay.chat reads the customer's message and works out what they actually need: an order status check, a product question, or a return request. It pulls out the details that matter, like order numbers, product names, and shipping references.

Integration Hay.chat NLU

Step 2: Query

Hay.chat connects to your Shopify admin and pulls the relevant data. For order queries, it retrieves the order details and fulfilment status. For product questions, it searches your catalogue. No copy-pasting, no tab switching.

Integration Shopify · Get Order, Get Fulfilment, Search Products

Step 3: Validate

Before responding, Hay.chat checks your business rules. Is this order eligible for a return? Is the product in stock? Does the shipping timeframe match your SLA? Hay.chat follows the playbook you define.

Integration Hay.chat Playbook Rules

Step 4: Act

Hay.chat sends a detailed response to the customer with the information they need: tracking links, product recommendations, return instructions. For actions like refunds, it executes them through your connected tools.

Integration Shopify, Stripe, Zendesk

Step 5: Escalate

When a query needs human judgement (a complex return, an angry customer, or something outside Hay.chat's confidence threshold) it hands off to your team with the full conversation context and all the data it already retrieved.

Integration Zendesk · Create Ticket with Context

Stop switching between your Shopify admin and your chat tool.

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Connects to Shopify and the rest of your support stack

9 native Shopify actions for orders, products, and fulfilment. Plus Stripe for payments, Zendesk for ticketing, and more.

Shopify

Stripe

Zendesk

Shopify · 9 automated actions

Stripe · 27 actions

Zendesk · 51 actions

View all integrations →

Teach Hay.chat your Shopify store policies in minutes

Upload your docs

Drag and drop your return policies, product guides, and shipping info. Hay.chat accepts PDF, DOCX, and HTML, or crawls your help centre directly.

Return policy Product guides Shipping info Shopify FAQs

Control what Hay.chat knows

Categorise documents, set visibility, and toggle which ones your AI agent can access. You decide what Hay.chat can and can't reference when answering customers.

Keep it current

Update documents anytime. Hay.chat always uses the latest version. Search your knowledge base to find and edit any document in seconds.

See what Hay.chat learns from every Shopify conversation

The dashboard below is filled with sample data so you can see the shape of the reporting. These are not customer results.

Sample data

78% auto-resolved

Auto-resolved 78% Handed to a human 22%

Escalation reasons

Action unavailable in Shopify API 45%

Customer requested human agent 30%

Below confidence threshold 25%

Hay hands a conversation to a person below its confidence threshold, which defaults to 75% and is yours to move. Every decision it made on the way is in the log.

2,847

Monthly queries handled

1m 42s

Avg. resolution time

Order tracking

Top category

Query breakdown by type

Order tracking 38%

Product questions 24%

Returns & refunds 19%

Shipping issues 12%

Other 7%

Pre-shipment queries spike on Mondays

Add playbook

38% of order tracking queries arrive before shipment, and most land on Monday after the weekend's orders. Worth adding a proactive shipping notification.

Product size questions correlate with fewer returns

Expand docs

Customers who ask sizing questions before buying return less often. Knowledge base answers on fit and sizing are doing measurable work here.

Fulfilment delays trigger more escalations

Preventable

When carrier tracking shows no movement for 48+ hours, escalation rates climb sharply. A proactive outreach playbook for delayed orders would catch these earlier.

See how the Shopify support playbook works

Hay.chat's playbook editor lets you define exactly how each type of Shopify query is handled, from trigger to resolution.

Back to list Playbooks Save Playbook

Order status & returns

Playbook body @ for Actions/Documents / for blocks

Answer in the customer's own language. Keep it short, ask for one thing at a time, and never make them repeat an order number they've already given you.

1 When a customer asks where their order is, look it up with Shopify · Get Order using the order number, or their email if they don't have one.

2 Then check Shopify · Get Fulfilment for the carrier, the tracking number, and the last scan.

3 If it has shipped, send the tracking link and the expected day. If it is still processing, quote the dispatch window from Shipping policy and don't promise a date. If it was cancelled, explain the refund timeline.

Never invent a delivery date. If the carrier hasn't scanned the parcel in 48 hours, say so plainly and offer to open a claim, rather than asking them to keep waiting.

If they want to return something instead, check the order is still inside the window in Returns policy then send the returns portal link and tell them what happens next.

4 If you are not confident, or they ask for a person, hand the thread over with Zendesk · Create Ticket and everything you already looked up.

Details

Trigger 94/250

This playbook will be activated when customer says:
- Where is my order?
- I want to return this

Define when this playbook should be activated

Description

Looks up the order and answers with real tracking.

Status

Active

Assign Agents

Store Assistant

Available Actions

Type @ in the body to insert an action.

Shopify Get Order
Shopify Get Fulfilment
Shopify Search Products
+ 6 more Shopify actions

Trigger
Plain-English trigger. Say when the playbook should fire in the words your customers actually use: "Customer asks where their order is". No intents to train, no decision tree to draw.
1
Type @ to reach Shopify. The body is a document, not a flowchart. Type @ and pick Get Order, and Hay pulls the product, date, payment status, and fulfilment straight from your admin.
2
Chain as many as you need. A second action on the next line. Get Fulfilment reads the carrier, tracking number, and last scan location for that order.
3
Conditions in ordinary sentences. Shipped, processing, or cancelled each get their own reply, written the way you would brief a new hire. @ a document to keep the wording tied to your policy.
4
Handoff is part of the playbook. Escalation is a line you write, not a failure state. Below the confidence threshold, or on request, the thread goes to a person with the lookups already done.

Your Shopify store generates the same support questions every day. Hay.chat answers them.

Connect your Shopify store, upload your policies, and let Hay.chat handle order tracking, product questions, and returns automatically.

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Frequently Asked Questions

Shopify Inbox is a messaging tool. It routes conversations to your team. Hay.chat is an AI agent that actually resolves them. Hay.chat connects to your Shopify admin, looks up orders, checks fulfilment status, searches products, and processes returns, all without a human in the loop. Shopify Inbox tells your team there's a message. Hay.chat handles the message.