Shopify customer support, directly inside Gmail.
Open a customer's email and CaseKit finds their Shopify order, shows what is actually happening with the shipment, and writes the reply. One click puts it in the composer.
Free plan: unlimited order lookups and 25 replies a month. No card.
- Finds the order
- Real carrier status
- EN, FR, ES, DE, IT
- One-click insert
- Read-only
CaseKit is an independent product. It is not affiliated with or endorsed by Shopify or Google.
Stop switching between Gmail and Shopify
A "where is my order?" email takes nine steps and about thirty seconds of real answer. CaseKit removes the seven steps in the middle.
- Read the email in Gmail
- Find the order number, or the customer's name
- Open Shopify in another tab
- Search for the customer or the order
- Open the order, check fulfilment
- Open the tracking link, work out what it means
- Copy the tracking number
- Go back to Gmail
- Write the reply from scratch
Nine steps. Every time.
- Read the email, order already on screen
- Check the reply it wrote
- Insert reply, send
Three steps. Gmail never leaves the screen.
Watch CaseKit answer a Shopify support email
One customer email, from opening it to sending the reply, in real time.
The full workflow, from customer email to inserted reply.
The order is already there when you open the email
No searching, no second tab, no copying order numbers into Shopify admin. CaseKit reads the conversation and finds the order behind it.
From the order number
If the customer quoted one anywhere in the subject or the message, CaseKit uses it directly.
From their email address
Most customers don't give an order number. CaseKit matches the sender to a Shopify customer and pulls the right order.
It asks when it isn't sure
Two orders open? You get both, with number, date and status, and you choose. Guessing wrong is worse than asking.
It shows what the carrier actually says
CaseKit reads the fulfilment and tracking state from your store, then picks the reply that matches it. An order still being packed gets a different message than one out for delivery today.
- Preparing, shipped, in transit, out for delivery, delivered
- Carrier name and tracking number from the order itself
- Delivered-but-not-received handled as its own case
- The tracking number in the reply is never copy-pasted by hand
And it says so when it doesn't know
If Shopify has no delivery estimate, the reply doesn't mention one. If the carrier hasn't scanned the parcel yet, the card says exactly that instead of pretending the package is moving.
You never have to check whether the draft promised something you can't deliver. It is the difference between a tool that reads your order data and one that writes plausible-sounding text.
Replies in the language your customer wrote in
A customer writes in French, the reply comes back in French. EN, FR, ES, DE, IT are detected from their message and included on every plan, Free as well as Pro.
- Detected from the message, not set in a menu
- Same order data in every language
- On Pro, your store's tone carries across all five
One click. You read it, you send it.
The reply lands in the Gmail composer above your signature. CaseKit never sends anything on its own.
Pro makes the reply sound like your store
CaseKit works out the order status first. Only then does Pro rewrite the wording, using the customer's actual message and the tone you've set.
Shopify
Says what happened to the order.
CaseKit
Works out which support case that is.
AI
Phrases it in your store's voice.
You
Read it, change anything, send it.
Two steps to set up, about a minute
Sign in
Google identity only, so CaseKit knows who you are. It reads the email open on your screen, never your mailbox.
Connect Shopify
Read-only access to orders. No API key to create, no token to paste anywhere.
Open a customer email
The card appears on the right with the order and a ready reply.
How many minutes a day go on looking orders up?
Move the sliders to your own numbers. This is the time your team currently spends going to Shopify and back.
Your support week
Time a lookup yourself before trusting the default: open the Shopify tab, search the customer, open the order, read the fulfilment block, copy the tracking number, come back.
Estimate based on your inputs. Actual results vary. This is the time your team currently spends moving between Gmail and Shopify. CaseKit removes the lookup, not the whole reply, so treat it as the ceiling rather than a promise.
A support layer, not a support migration
Gorgias and Zendesk are good products solving a bigger problem. CaseKit is for teams who don't have that problem yet.
- Gmail is your support inbox and you want it to stay that way
- Order questions are most of what you answer
- You want setup in minutes, not a project
- The team is one to three people
- You want AI wording without AI guessing order status
- Chat, social and voice all need one queue
- Tickets, assignment and SLAs matter
- You need refunds and cancellations from the support tool
- Reporting drives how the team is run
- You have more than a handful of agents
Free does the real work. Pro does the wording.
Store owners who answer support themselves and want the order on screen before they reply.
- Unlimited Shopify order lookups
- 25 replies a month
- Order status, carrier and tracking card
- WISMO scenario detection
- All five reply languages (EN, FR, ES, DE, IT)
- Shorter tone rewrite
- Insert reply and Copy reply
- 1 user, 1 Shopify store
- Replies written from the customer's message
- Warmer and Formal tone rewrites
- Your store tone and policies
- Team members
Small teams who want every reply to sound like the store, not like a template.
- Everything in Free
- Unlimited replies
- Replies written from the customer's actual message
- Warmer and Formal tone rewrites
- Your store's tone and policies on every reply
- Usage and settings in your Shopify admin
- Up to 5 team members
Billed through Shopify, on your normal Shopify invoice. Full plan comparison.
What people say about CaseKit
I used to keep Shopify open in a second tab all day. Now the order is just there when I open the email. It sounds small until you do it forty times.
The part that sold me is that it tells you when the carrier has not scanned the parcel yet. It does not pretend the package is moving.
We answer in French and English. Getting the reply back in the language the customer wrote in, with the right tracking number already in it, saves the whole lookup.
Free Shopify support templates
Copy-paste replies for the tickets that fill an ecommerce inbox. No signup.
What is WISMO, and how do you answer one?
Replies by scenario, from not-yet-shipped to lost in transit.
When tracking stalls
The hardest shipping ticket to answer well, with a workflow.
Gmail templates for support
Refunds, cancellations, address changes and order issues.
Shopify fulfilment status explained
Tracking updates, carrier investigations, replacement wording.
Support glossary
WISMO, DNR, RTS and the rest of the vocabulary.
All guides
Playbooks for Shopify support teams.
Common questions
Can CaseKit find the order if the customer doesn't give an order number?
Does CaseKit send emails on its own?
Does it read my whole mailbox?
Can it change my Shopify orders?
Do I have to move off Gmail?
What does Pro add?
Which languages does it reply in?
Does it work with WooCommerce?
What happens if it can't find the order?
Try it on your next order email
Unlimited Shopify order lookups and 25 replies a month, free and permanent. Setup takes about a minute.
No card required. CaseKit reads your Shopify orders and never edits them.