Connect your Shopify store to Rosie and she can pull real information from it on a call. She looks up a caller's order, tells them where it is, answers questions about your products and policies, files returns, and cancels orders. She can also fix shipping addresses (Scale & Growth Plans) and take new orders over the phone (Growth Plan).

All features are OFF by default except the basics: order status lookup, product and policy questions, and adding a note to an order. You can then toggle ON additional capabilities that you want Rosie to have for your store.

Order status and tracking. Once she's verified the caller, Rosie tells them where the order is and when it should arrive. On Scale and up she can also text them the tracking link so they can follow it themselves.

Product questions. Rosie searches your live catalog before she answers, so she never guesses at stock, sizing, price, or specs. If you don't carry something, she says so plainly. On Scale and up she can text the caller a link straight to the product page.

Store policies. Shipping, returns, refunds, privacy, terms — Rosie reads your published Shopify policies rather than making something up that sounds reasonable.

Notes on an order. A caller can add a delivery instruction or a note to their order. Rosie reads it back and only saves it once they confirm.

Returns and cancellations. Rosie can file a return in Shopify, and cancel an order that hasn't shipped yet. Cancellations always require an explicit yes from the caller after Rosie reads the order back, and she tells them the refund is being processed.

Shipping address fixes (Scale and Growth Plans). Rosie can correct the name or street address on an order that hasn't shipped. Changes to the city, state, or ZIP go to your team instead — those change shipping cost and duties, so a person should look at them.

Phone orders (Growth Plan). Rosie takes the order details on the call, creates a draft order in Shopify, and texts the caller a secure Shopify checkout link to pay. She can also add items to an existing unshipped order and text a payment link for the difference. Rosie never handles card details — the customer pays through your normal Shopify checkout.

Rosie handles all of this on text channels too. With the Website Widgets (Website Chat or Website Texting) she pastes the tracking, product, and checkout links straight into the conversation.

Connecting a store doesn't change your plan, your billing, or anything about how Rosie already answers your calls. She just gains access to your orders and catalog.

Heads up: you'll need a Shopify login that can install apps, usually the store owner or a staff account with app permissions. One Shopify store connects to one Rosie account.

You can also start from the Shopify App Store, and the app walks you through the whole thing:

[screenshot: Rosie listing in the Shopify App Store]

Once your store is connected, a Shopify section appears in your Rosie settings. Go to Settings > Shopify and you'll see six groups. Select Edit on any group to change it.

Customer Identification — whether Rosie can find an order when the caller doesn't have their order number, and whether a phone number counts as verification.

Order Status & Tracking — whether Rosie texts tracking links, plus custom phrases for your own Shopify order tags (more on that below).

Order Updates, Returns & Cancellations — returns, auto-approving returns, cancellations, and shipping address fixes.

Phone Orders & Product Links — texting product links, taking orders on the call, and adding items to an existing order.

After the Call — whether Rosie saves a call summary back to Shopify.

Additional Settings — how Rosie describes products where Shopify isn't tracking inventory: available, made to order, or confirm with the team.

If you tag orders in Shopify with your own workflow states — awaiting-stock, in-production, local-delivery — you can tell Rosie what to say for each one. Under Order Status & Tracking, add the Shopify tag and the phrase Rosie should say. When an order carries that tag, she uses your phrase instead of the default fulfillment status.

Rosie never reads out order details until she's confirmed she's talking to the right person.

She asks for the order number first. A confirmation number from the Shopify email works too. Then she asks for the shipping ZIP on the order — the ZIP it's shipping to, not the billing ZIP. If that doesn't match, she falls back to the email on the order, and then to the phone number if you've enabled phone verification.

If you turn on Find an order without the order number, a caller with no order number can be looked up by email, or by the phone they're calling from. Rosie confirms with them before using their caller ID rather than doing it silently. Even then she won't read anything out until a second factor checks out — she'll say only that she sees a recent order, ask for the shipping ZIP, and verify before sharing details.

A name never counts as verification. Two people share a name; only an order number, ZIP, email, or phone authenticates a caller.

Once a caller is verified, they stay verified for the rest of that call. Rosie won't re-ask for their email to do a second thing on the same order.

Turn on Save call summaries to Shopify under After the Call and Rosie adds a short summary of the conversation to the matched order's notes and the customer's profile after the call ends. Your team sees the call history in Shopify without switching to Rosie.

Order notes a caller asks for are saved to the order regardless of this setting.

If you use Rosie's website chat or website texting widget, installing the Shopify app also gives you a theme app extension — no code to paste into your theme.

Disconnect by removing the Rosie app from your Shopify admin: Settings > Apps and sales channels > Rosie AI Business Receptionist > Uninstall. There's no disconnect button on Rosie's side for Shopify — Shopify owns the connection, so it has to come out from there.

Rosie stops looking anything up in your store immediately. She keeps answering calls; she just can't reach your orders or catalog, so order and product questions become messages for your team.

If your Rosie subscription is billed through Shopify, uninstalling also cancels it. To come back, reinstall from the Shopify App Store and start a new subscription. If you're billed directly by Rosie, uninstalling only disconnects the store — your Rosie account and plan carry on.

Does this cost extra?
No. The Shopify integration is included on every Rosie plan. Texting links and address changes need Scale, and phone orders need Growth.

Can Rosie take payment over the phone?
Not directly, and that's deliberate. On the Growth plan she builds the order in Shopify and texts a secure Shopify checkout link. The customer pays through your normal checkout, so card details never touch a phone call.

Will Rosie cancel an order without asking?
No. She asks why, then reads the order back and waits for an explicit yes before cancelling anything. She'll also offer to fix a wrong shipping address instead of cancelling, if that's the reason and you have address changes turned on.

Do returns get approved automatically?
Only if you switch on Auto-approve returns. With it off, returns arrive in Shopify as pending for you to review. Rosie doesn't check your return window or which products qualify, so leave it off if that matters to you.

What if a caller isn't asking about an order at all?
Rosie works out what they actually want first. Questions about your services, hours, appointments, or anything with no order behind it get answered the normal way — she doesn't force every call into an order lookup.

Can I connect more than one Shopify store?
One store per Rosie account.

Does connecting Shopify change how I'm billed?
No. Connecting your store from the Integrations page leaves your plan and payment method exactly as they are. Billing only runs through Shopify if you signed up for Rosie through the Shopify App Store as a new customer.

Does Rosie change anything in my store when she scans it?
No. The scan during signup is read-only. Everything she writes later — returns, cancellations, notes, draft orders — happens only for the capabilities you've turned on, at a caller's request.

If you have questions or run into any trouble connecting Shopify, reach out at support@heyrosie.com or through the support chat in your Rosie admin — we're happy to help.