Overview
This article lays out some ways you can leverage the integration between Shopify and Cordial, such as updating customers about the fulfillment status of their orders, sending messages about order updates such as cancellation, or sending cart abandonment messages.
Prerequisites
In order to complete these use cases, you need to set up a successful connection between Shopify and Cordial.
Fulfillment status messaging
Leverage your existing Cordial message automation and Podium workflows to trigger email and SMS messages based on the shipment status of your Shopify orders. Messages can be triggered using available Shopify shipment status events as they occur throughout the fulfillment process.
Prerequisites
1. You must have a Shopify Plus merchant account.
2. At least one fulfillment service provider is active and selected to fulfill your Shopify products.
- Fulfillment events will be passed to Cordial automatically for each fulfillment service provider without any additional setup.
To avoid sending duplicate messages, contact your Shopify representative to disable shipping notifications.
3. A unique fulfillment event is created for every Shopify item or order you mark as fulfilled.
Orders where product fulfillment is split—for example between an international fulfillment service and a domestic one—will generate two fulfillment events. This allows you to keep customers updated on the status of each individual fulfillment within the same order as products progress through the shipping process.
Trigger messages and build audiences (shipment status)
You can use shipment status events of a fulfillment to trigger messages and create audiences.
1. From within your message in Cordial, navigate to Sending Methods > Event Triggered.
2. Choose Custom event as the trigger and select fulfillment as the custom event. Select status as the conditional event property and enter the desired shipment status.
3. Using Audience Builder, choose the Custom Event rule and select fulfillment from the tracked event behavior dropdown menu. Select status as the conditional event property and enter the desired shipment status.
Commonly-used shipment status events
The following shipment status events are commonly used to trigger message notifications.
Shipment status event names must be entered exactly as shown below.
Shipment Status | Description |
---|---|
confirmed |
The carrier is aware of the shipment, but hasn't received it yet. |
in_transit |
The shipment is being transported between shipping facilities on the way to its destination. |
out_for_delivery |
The shipment is being delivered to its final destination. |
attempted_delivery |
Delivery of the shipment was attempted, but unable to be completed. |
delivered |
The shipment was successfully delivered. |
ready_for_pickup |
The shipment is ready for pickup at a shipping depot. |
For additional fulfillment event properties, you can visit the Shopify fulfillment properties page.
Order status messaging
Similar to fulfillment status messaging, you can create audiences and trigger messages in response to Shopify order status events.
To avoid sending duplicate messages, contact your Shopify rep to disable the Shopify order status notifications.
- Prerequisite: You must have a Shopify Plus merchant account.
Supported order status events
Order Event | Description |
---|---|
new_order |
Shopify order has been created. |
refund_order |
Shopify order has been refunded. |
cancel_order |
Shopify order has been canceled. |
Trigger messages and build audiences (order status)
You can use order status events to trigger messages and create audiences.
1. From within your message navigate to Sending Methods > Event Triggered.
2. Choose Custom Event as the trigger and enter one of the three order status events: new_order, refund_order, or cancel_order.
3. Using Audience Builder, choose the Custom Event rule and enter one of the three order status events: new_order, shopifyrefund, or shopifycancel.
Cart abandonment flow
If your customer starts the process of checking out by entering their email and shipping information—and they click the Continue to Payment button but don’t complete the purchase—you can create audiences and trigger messages in response to those abandoned checkout events.
After a customer goes to the checkout page, the checkout object gets created in Shopify. This object will receive updates as the customer continues with the checkout flow. Here are a few scenarios that might play out regarding that data.
-
When the customer clicks checkout without entering their contact information, a checkout object is created within Shopify—but it's not usable yet because we don't have the customer email.
-
If the customer submits their name and email in the first checkout step, the checkout object gets updated with customer details, and the object is sent to Cordial with the event data.
-
If the customer completes the order, Cordial will have an order event and object.
-
If the order is not completed, the cart abandonment flow can be initiated by using the event name: abandoned_cart.
When trying to send messages with these events, we recommend that you wait for a minute or two, then in the message check if there was an order after the event occurred. If so, there was an order after the above abandonment checkout.
Event name: "abandoned_checkout"
Event data
{
"recoverUrl": "url_for_client_to_get_back_to_complete_order",
"total_discounts": 111, (number)
"total_line_items_price": 111, (number)
"total_price": 111, (number)
"total_tax": 111, (number)
"items": [
{
"product_id": "11111",
"quantity": 2,
"variant_id": "var_id_here"
},
...
]
}
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