Answer order questions from Shopify or Stripe

Ansa can tell a customer where their order is, whether it was paid or refunded, and share the tracking link, straight from your Shopify store or your Stripe payments. Included on Pro and Business.

What it answers

• From Shopify: the customer's last five orders, with payment status, fulfilment status, items and tracking links.
• From Stripe: the customer's last five payments, with amount, status, description and receipt link.

Ansa only ever looks up the email address the customer has just proved they own. It never shows anyone else's orders, and it never says whether an address has orders before it is verified.

How a customer proves their email

1. The customer asks about an order. Ansa asks which email they ordered with.
2. Ansa emails a 6-digit code to that address. The subject is “Your code for your business name”.
3. The customer types the code into the chat. It works for 10 minutes and allows 5 tries.
4. Ansa looks up that email and answers. The address stays verified for the rest of that conversation.

A conversation can ask for 3 codes an hour, and one address receives at most 5 an hour, so nobody can use the chat to flood an inbox.

Connect Shopify

You create a small app for your own store in Shopify, then give Ansa its details.

1. Go to the Shopify Dev Dashboard at dev.shopify.com. (From Shopify admin, Settings → Apps → Develop apps takes you there.) Click Apps, then Create app, then Create app manually.
2. Fill in the form: App name “Ansa”, App URL https://ansa.chat (leave Embed app in Shopify admin as it is), and under API access → Scopes type read_orders,read_fulfillments. Click Create app, then Release in the Release version box.
3. On the app's Overview, click Install app, choose your store and click Install.
4. Open the app's Settings and copy the Client ID and Client secret.
5. In your Ansa dashboard, open Actions, find Shopify under Answer “where is my order?”, enter your shop address (example.myshopify.com), paste the Client ID and Client secret, and click Connect Shopify.

The app has to belong to the same Shopify organization as your store. If Ansa says it doesn't, create the app again from the organization that owns the store.

If Shopify says the app isn't approved to see customer data, open the app's API access settings, choose Protected customer data with the reason Customer service, and add the Email field.

Already have an access token (shpat_…) from an older custom app made in Shopify admin? Under the form, click Paste it instead.

Connect Stripe

If Actions shows Connect with Stripe, click it and approve Ansa in Stripe. That's all. Otherwise:

1. In Stripe, open Developers → API keys and click Create restricted key.
2. Give it read access to Charges, Customers and PaymentIntents. Leave everything else at None.
3. Create the key and copy it. It starts with rk_live_ (or rk_test_ for test data).
4. In your Ansa dashboard, open Actions, find Stripe, paste the key and click Connect Stripe.

Secret keys (sk_…) are refused: a restricted key can only read, never charge or refund.

Switch it on

Once at least one of Shopify or Stripe is connected, switch Order lookup on in the same card. Only an owner or admin can connect, disconnect or switch it. If a connection stops working (for example you deleted the key in Stripe), the card says Needs attention: disconnect and connect again.

What is never shared

• Card numbers and payment methods. Ansa reads order and payment status, never card details.
• Other people's orders. Only the verified email's orders, in that conversation.
• Your credentials. Secrets, tokens and keys are stored encrypted and never shown again, not even to you. Disconnecting deletes them.

Order details appear in the conversation transcript in Conversations, like any other reply. See What we store.

Disconnect

In Actions, click Disconnect under the provider and confirm. Ansa forgets the credential at once and stops answering order questions from it. Deleting the assistant or your account also removes it.

Questions? Email hello@ansa.chat.