Can Hobson refund an order on its own?

No. Hobson proposes the refund with its reply, and it runs only when a person approves. Agents can approve up to the limit you set; anything above it needs an owner or admin.

Do I need to install anything in my theme?

Only for live chat. Order lookups and order actions work as soon as the store is connected. Chat is a theme app embed you switch on, with no code to paste.

Can one store connect to two Hobson workspaces?

No. A Shopify store belongs to one workspace at a time. Disconnect it from the first workspace before connecting it to another.

What happens if I disconnect Shopify?

Hobson stops looking up orders and the order card goes blank on every conversation. Your conversations stay. You can reconnect at any time.

Every reply starts with the order already looked up

Connect your Shopify store and Hobson finds the order behind each conversation, puts the facts in its draft and proposes the fix. Refunds, cancellations, address changes, replacements and discount codes only run once someone on your team approves them.

Get early access

What Hobson does with Shopify

Order and tracking beside the conversation: Hobson matches the customer to their orders by email or order number and shows status, items, fulfilment and tracking next to the thread.
Facts in the draft: Drafts quote the real order: what shipped, when, and with which carrier. Hobson only looks up orders that belong to the customer who is asking.
Order actions, approved with the reply: Hobson can propose a refund to the original payment method, a cancellation of an unfulfilled order, a new shipping address, a free replacement or a discount code. Nothing happens in Shopify until a person approves it.
Limits on who can approve what: Order actions are off until you switch them on. You set the most an agent can approve (£50 to start) and the discount Hobson proposes. Anything larger needs an owner or admin.
Live chat on your store: Turn on the Hobson chat app embed in your theme editor. Signed-in customers are recognised through the Shopify app proxy, so chat answers can include their orders.

Set it up

01
Open Settings › Integrations › Shopify
Only owners and admins can connect a store.
02
Enter your store address
Type the part before .myshopify.com. You’ll find it in Shopify under Settings › Domains. Then choose Connect Shopify.
03
Approve the access in Shopify
Shopify shows the permissions listed below. Approve them and you land back in Hobson with the store connected.
04
Switch on order actions
In the same settings tab, turn on Order actions and set the most an agent can approve. Leave it off if you only want order lookups.
05
Add chat to your theme (optional)
In Shopify, open Online Store › Themes › Customise › App embeds and switch on Hobson chat.

What Hobson asks for

The scopes Hobson requests from Shopify, and what each one is used for.

read_orders: Look up orders, fulfilments and tracking for the customer in the conversation.
read_customers: Match a conversation to the right Shopify customer, and tie discount codes to them.
read_products: Show what was ordered and build replacement orders.
write_orders: Refunds, cancellations and address changes, only after a teammate approves them.
write_draft_orders: Create a free replacement order, after approval.
write_discounts: Create a single discount code for a customer, after approval.

Questions

Put Hobson on duty.

Connect your inbox in a few minutes. Hobson drafts, you approve, and nothing reaches a customer until you say so.