Dutch platform🛡️ GDPR-compliant🤝 Retain human control ISO 27001 certified ISO 9001 certified
SHOPIFY INTEGRATION × NEXREPLY
Shopify has your orders. NexReply ensures that customers receive the right answers.
Shopify knows everything about your orders. But when customers ask questions, that information is spread across several systems. NexReply brings it together. It reads customer enquiries, retrieves live data from Shopify, fulfilment systems and carriers, and immediately turns it into an accurate response.
Not a chatbot. An established operational platform that automates your Shopify communication with control.
Automate your Shopify webshop customer service with NexReply
Through its direct, deep integration with the Shopify API, NexReply retrieves real-time customer and order data. This eliminates the need to manually search for shipping details, payments or order logs.
Always accurate order data
NexReply communicates directly with the Shopify API. Information about orders, address validations and return statuses is retrieved immediately and turned into clear, personalised responses.
Trigger automatic actions
Not just responses, but actions too. Through API integrations, NexReply can perform actions directly in Shopify, such as putting orders on hold, verifying duplicate orders or generating discount codes.
No costly time wasted
Your support team does not have to constantly switch between your inbox and the Shopify admin centre. That saves up to 4 minutes per incoming ticket.
Features
What is connected?
NexReply synchronises with all crucial data points in your Shopify environment to keep customer service seamless and error-free.
Orders & order lines
Product titles, SKUs, quantities and prices visible at a glance.
Customer details & email
Linking history, email addresses and previous orders.
Fulfilment & processing
Has the order been processed, prepared or partially shipped?
Track & Trace updates
Live status updates from DHL, PostNL, DPD or other carriers.
Returns & refunds
Insight into registered returns and completed refunds.
Address validation
Automatically checks whether the address details are correct via a postcode API.
Inventory check
Immediate status information on backorders and product availability.
Generate discount codes
Generate personalised vouchers directly for customer compensation.
Real-time API Integration
Real-time data from your Shopify store
NexReply retrieves live information through the Shopify API. Not outdated snapshots, but the absolute truth at the moment of the customer's enquiry.
Order & Processing Status
Retrieve Unfulfilled, Fulfilled or Partially Fulfilled statuses directly.
Carrier Track & Trace
Full PostNL, DHL, DPD or Bpost integration data immediately visible.
Return Status & Refund Processing
See whether a return has already arrived at the warehouse or a payment has been processed.
Inventory levels & availability
Check immediately whether a product is available to tackle backorder queries.
The Process
What happens when a Shopify customer asks a question
Scenario: A customer emails: 'Where is my order?'
1
Match customer & order
NexReply immediately matches the sender to the correct Shopify order, even with multiple active orders.
2
Check status
The platform retrieves the current status: is the parcel packed, in transit or handed over to the delivery company?
3
Retrieve carrier data
NexReply checks the carrier's live Track & Trace data for any current delays.
4
Analyse events
Are there exceptions such as partial deliveries, backorders or failed delivery attempts?
5
Generate response
A personalised, factually correct response is prepared in your unique brand voice.
6
Send or review
Standard questions are sent out immediately. Complex situations are neatly prepared for manual review.
Support
Typical Shopify questions you can automate
Instead of standard templates, NexReply configures dynamic responses based on the specific customer enquiry.
Where is my order?
Including current Track & Trace, carrier status and any reported delays.
Order not yet shipped
Insight into fulfilment status, processing time and any stock problems.
Returns and refunds
Status updates on returns and refunds directly via Shopify.
Partial deliveries received
Clear communication about subsequent deliveries or temporary backorders.
Change or cancel an order
Put the order on hold directly in Shopify to prevent shipping errors.
Eligibility for discounts or promotions
Link unique discount codes through the API as compensation or a service gesture.
Events & Actions
Automate customer service based on real events
NexReply responds to what is actually happening in your webshop operations, not just to isolated text patterns.
Shopify Webshop Events
Order created but not yet processed
Fulfilment started or delayed with the carrier
Track & Trace active but no physical movement
Return registered but not yet received
Refund successfully processed in Shopify
Dynamic Response Selection
These events directly determine the tone and content of the response. Has a parcel been delayed? The system immediately offers an apology and a tracking link. Has it not been packed yet? The customer is then given the option to cancel the order directly with one click.
INFRASTRUCTURE OVER TEMPLATES
The Vision
Not a chatbot. Infrastructure built on top of Shopify.
Traditional chatbots guess what a customer means and produce a standard text. NexReply actually resolves the problem behind the scenes.
The traditional chatbot
Often misunderstands context, cannot perform actions in Shopify and usually still leaves a frustrated customer wanting to speak to a human agent.
NexReply Integration
Connected to your live systems. Performs controlled actions directly (change an address, retrieve refunds) and guarantees 100% accurate responses based on your current order data.
Ecosystem
Works with your existing stack
NexReply is not a replacement for your helpdesk or e-commerce tools, but the connecting factor between them.
StockItUp
Get immediate visibility of stock levels and marketplace synchronisation for customer enquiries about availability.
NexReply connects to virtually any system where customer data is available via the API.
Implementation
How does implementation work?
You can go live with our Shopify integration within a few days. No complicated IT projects.
1
Connect your Shopify store
Connect your shop within one minute through our secure Shopify App integration.
2
Configure logic
Set your preferred response rules, return periods and escalation settings.
3
Connect your helpdesk
Connect NexReply to Zendesk, Trengo, Gorgias or your shared inbox.
4
Verified live
Start in 'draft' mode to review responses, then switch to autopilot.
In practice
How an outdoor brand automates 75% of Shopify customer enquiries
75%
Handled automatically
Resolved immediately without intervention from a support agent.
< 3 min
Average response time
Customers receive immediate answers, significantly improving their experience.
24/7
Always available
Immediate responses at weekends and during seasonal peaks too.
A Dutch outdoor brand sells through Shopify and a physical shop. During peak season, the team receives hundreds of customer enquiries per day, mainly about deliveries of bike bags, camping equipment and rainwear. Manually switching between Shopify and inboxes used to take hours of work every day.
With NexReply, Shopify messages are automatically linked to order data, enriched with shipping status from PostNL/DHL and answered in the brand’s house style. The team now only handles return disputes and product complaints. Customer satisfaction increased significantly.
E-commerce Manager
Outdoor & Travel brand - Shopify webshop
FAQ
Frequently asked questions about the Shopify integration
Can NexReply handle Shopify customer enquiries fully automatically?
Yes. NexReply integrates seamlessly with the Shopify API. This means real-time access to order statuses, shipping details and return information for all your orders, allowing questions to be answered immediately.
How does NexReply know which order belongs to a customer?
The system searches by email address, telephone number and order references to find the exact match in your Shopify database.
Does this work with our existing helpdesk?
Absolutely. We connect directly with all the major systems, such as Zendesk, Trengo and Gorgias. You do not need to change your way of working.
What happens with exceptions?
Exceptions are detected automatically and forwarded directly to a human agent, including full context and stored data.
Is this a Shopify chatbot?
No. NexReply is an operational platform for e-commerce customer service. It automates email responses using real order data, business rules and human control.
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