We are excited to announce that we have improved our Shopify integration by adding a fundamental support for refunds. This is a significant step forward for our platform, particularly for those using our Shopify integration.
Problem
In the past, while we had a feature to synchronize and track almost 100% of purchases, there was a difference in the data due to untracked refunds.
Solution
To address this gap, we’ve developed a feature that allows for the automatic tracking of refunds for Shopify sites with automatic integration when the “Purchase syncing” feature is enabled. Consequently, data on main reports (such as the dashboard), especially the Talkable revenue, will exclude refunded purchases by default.
Important Note
Customers who pass purchases to Talkable with Purchase Order Number, different from Shopify Purchase ID, should note that Purchase Syncing is currently not supported for such cases as it will lead to double purchases registering.
How it Works
This feature is implemented as a server-to-server integration between Shopify and Talkable using Shopify’s orders/create and refunds/create webhooks. When enabling Purchase Syncing, Talkable creates and subscribes to these webhooks from the customer’s Shopify store. When disabling the setting, the webhook’s subscriptions are deleted.
Each time a purchase is placed on a customer’s store, Shopify triggers the webhook and Talkable registers the purchase with attributes sent in the webhook’s payload. When a purchase is refunded on a customer’s store, Shopify triggers the refund webhook, and Talkable updates the purchase status as refunded. If a purchase has a pending referral and a full refund is issued, the referral will be voided.
To access this new setting, please navigate to the Shopify Integration page (Settings → Shopify Integration).