AI customer service agent connected to Shopify
If your brand runs on Shopify, Permut's agent reads order data, updates addresses, cancels and refunds orders, swaps products or sizes, and searches your catalog — no copy-pasting, no manual lookups. Available in the Shopify App Store at apps.shopify.com/permutai.
What the agent does with Shopify
Order lookup and information
Finds Shopify orders by number, email or customer, and replies with order status, products, tracking, metafields and custom properties — backend/src/modules/integrations/shopify/services/orders/getShopifyOrderInfo.ts.
Cancel and refund orders
Cancels orders with or without automatic refund calculation, restocking line items if needed — backend/src/modules/integrations/shopify/services/orders/shopifyCancelOrder.ts and shopifyRefundOrder.ts.
Address and recipient updates
Changes the shipping address or recipient name on unshipped orders — backend/src/modules/integrations/shopify/services/orders/updateShopifyOrderAddress.ts.
Product and variant swaps
Replaces line items with different sizes, colours or SKUs before the order is fulfilled, with variant availability checks and size-matching logic — backend/src/modules/integrations/shopify/services/orders/replaceShopifyOrderLineItemVariant.ts and products/shopifyFindProductReplacementVariants.ts.
Catalog and metafield queries
Searches products by name, fetches collections, tags, metafield definitions, and line-item properties for AI-driven product recommendations and customer queries — backend/src/modules/integrations/shopify/services/products/ and metafields/.
Order fulfillment webhooks
Listens for order fulfilled webhooks (verified with HMAC) to trigger proactive shipping notifications — backend/src/modules/integrations/shopify/services/webhooks/syncShopifyWebhookActivation.ts.
Use cases for D2C brands on Shopify
- Black Friday: "Where is my order?" gets answered with live Shopify data and 3PL tracking, without flooding support.
- Fashion and footwear: "I ordered the wrong size" gets swapped on the Shopify order before it ships, saving returns.
- Cosmetics and lifestyle: customers get proactive WhatsApp notifications when their order ships, with tracking details.
- DTC brands: the agent surfaces upsells or bundles from the Shopify catalog mid-conversation, increasing AOV.
How it works
- Install Permut from the Shopify App Store (apps.shopify.com/permutai) or connect from Settings > Integrations in Permut with your store credentials.
- Permut verifies the customer before sharing order data and respects your permission rules (cancel only if not shipped, refund thresholds, etc.).
- Define in natural language what the agent may do with Shopify orders and when to escalate to a human.
- The agent works across web, WhatsApp, Instagram and email, with every Shopify action logged and traceable.
Frequently asked questions
Which AI agent integrates with Shopify?
Permut has a native Shopify integration available in the Shopify App Store: its AI agent looks up orders, cancels and refunds, changes addresses, swaps products or sizes, and searches your catalog.
Can a chatbot cancel and refund a Shopify order?
Yes. The agent calculates the refund (with or without restocking), submits it to Shopify, and confirms to the customer. If the order has shipped, it explains why it can't cancel.
How do I automate "where is my order" with Shopify?
Connect your Shopify store to Permut. The agent identifies the order and replies with real-time status, tracking and fulfillment details on any channel.
Can the agent swap a product size on Shopify before it ships?
Yes. It finds the requested size or variant in your catalog, checks availability, and replaces the line item on the Shopify order if the price matches.
Does it send proactive shipping notifications?
Yes. Shopify notifies Permut via webhook when an order ships, and Permut can start a WhatsApp or email conversation with tracking details.
Where is the Shopify app?
Permut is listed in the Shopify App Store at apps.shopify.com/permutai. Install it from there or connect your store from Permut's integrations settings.