CASEKIT

Public Shopify installation is not available yet. Check availability. Gmail is optional and requires a connected store.

Shopify customer support app

Shopify support replies, written from the order.

Give CaseKit the customer's message and it finds the Shopify order, reads the real shipping status, and writes the reply. In your Shopify admin, or one click inside Gmail.

Check Shopify availability Add the Gmail extension

Free plan: unlimited order lookups and 25 replies a month. Billed through Shopify, no card.

5.0 from 15 ratings on the Chrome Web Store

  • Finds the order
  • Real carrier status
  • EN, FR, ES, DE, IT
  • Read-only
  • Gmail extension optional
Runs in your Shopify admin Read-only: cannot edit an order Optional Gmail extension, 157 KiB No Gmail API access

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 does the seven in the middle.

Without CaseKit
  1. Read the email in Gmail
  2. Find the order number, or the customer's name
  3. Open Shopify in another tab
  4. Search for the customer or the order
  5. Open the order, check fulfilment
  6. Open the tracking link, work out what it means
  7. Copy the tracking number
  8. Go back to Gmail
  9. Write the reply from scratch

Nine steps. Every time.

With CaseKit
  1. Give it the message and the order number or email
  2. Check the reply it wrote
  3. Copy it, or one-click insert in Gmail

Three steps. From your admin, or from the email.

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.

Free does the real work. Pro makes it sound like you.

Free

Store owners who answer support themselves and want the order on screen before they reply.

$0
Permanent free plan. No card required.
Check Shopify availability
  • 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
  • Copy reply from your Shopify admin
  • Optional Gmail extension: one-click insert
  • 1 Google account, 1 Shopify store
  • Replies written from the customer's message
  • Warmer and Formal tone rewrites
  • Your store tone and policies
For teams
CaseKit Pro

Small teams who want assisted replies with order facts kept intact.

$19 /month
or $190/year — about two months free. One Google account per store.
Check Shopify availability
  • Everything in Free
  • Unlimited template replies; up to 5,000 AI attempts/month
  • Customer-message acknowledgment with protected order facts
  • Warmer and Formal tone rewrites
  • Structured policy rules and tone guidance; review free-text exceptions
  • Usage and settings in your Shopify admin
  • One connected Google account per store

Billed through Shopify, on your normal Shopify invoice. Full plan comparison.

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.

Gmail thread asking where order #10582 is, with the CaseKit card already showing the resolved Shopify order
Close-up — the card

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.

How Shopify order lookup works from Gmail →

Order status

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

How WISMO detection works →

CaseKit showing order #10611 out for delivery today with DPD, and the matching reply
No invented facts

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.

Check every draft against the order and your store policy before sending. Templates and AI can make mistakes; CaseKit does not carry out the actions described in a reply.

How CaseKit uses AI →

CaseKit reporting that order #10744 shipped with GLS but the carrier has not scanned it yet
Multilingual

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

More on multilingual replies →

A French customer email with CaseKit's reply written in French for order #10711 with Colissimo

You read it, you send it.

In the admin the reply is yours to copy. In Gmail, with the optional extension, it lands in the composer above your signature. CaseKit never sends anything on its own.

The generated reply inserted into the Gmail composer above the store signature

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 decides the facts. Pro only decides the wording. Rewrites use that order context, but AI can still make mistakes. Check the status, amounts, tracking and any commitments before sending. The Free plan doesn't use AI at all.

How setup works for an available store

Install from the Shopify App Store

Read-only access to orders and customers. No API key to create, no token to paste anywhere.

Paste a customer message

In the CaseKit app under Apps in your admin. Add the order number or their email and press Write reply.

Optional: add the Gmail extension

If you answer in Gmail, it reads the open conversation and puts the reply in the composer — no paste.

See the full workflow

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.

—
minutes a day spent looking orders up
—lookups / day
—per week
—per month
—working days / year

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.

See the same thing in money

Cheaper than a helpdesk because it is not one

Gorgias and Zendesk are good products solving a bigger problem. CaseKit is for teams who don't have that problem yet.

Pick CaseKit when
  • 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 a small team
  • You want AI wording without AI guessing order status
Pick a helpdesk when
  • 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
CaseKit vs Gorgias CaseKit vs Zendesk

What people say about CaseKit

5.0 from 15 ratings on the Chrome Web Store

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.
Alexia · Owner, apparel storeShared with CaseKit
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.
Petr Hans · Customer support, homewareShared with CaseKit
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.
Francesca · Support lead, 3-person teamShared with CaseKit

Free guides for Shopify support

How to answer the tickets that fill an ecommerce inbox. No signup, no gated PDF.

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

How to set them up, name them, and where they run out.

Shopify fulfilment status explained

Every status, what it means, and the reply each one calls for.

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?
Yes, and that's the normal case. When there's no order number in the message, CaseKit matches the sender's email address to a Shopify customer and pulls their relevant order. If two orders could be the one they mean, it shows both with their number, date and status and asks you to pick.
Do I need the Chrome extension?
No. The CaseKit app in your Shopify admin does the whole job on its own: paste the customer's message, give the order number or their email, get the reply. The extension is optional — it does the same thing inside Gmail and adds one-click insert.
Does CaseKit send emails on its own?
No. In the admin it gives you the reply to copy. In Gmail, with the extension, it puts a draft in the composer above your signature. Either way you read it and you send it.
Does it read my whole mailbox?
No. In the admin it only sees the message you paste. The optional Gmail extension reads the one conversation open on your screen, using a content script on the page — it doesn't use the Gmail API and never asks for access to your mail account.
Can it change my Shopify orders?
No. Shopify access is read-only. CaseKit can't edit, refund, cancel or fulfil anything. It reads the order and writes a draft.
Do I have to move off Gmail?
No. There's no helpdesk to migrate to, no tickets to import and no new inbox. CaseKit works from your Shopify admin, and the optional extension brings it into the Gmail conversation you're already reading.
What does Pro add?
Unlimited replies, replies written from the customer's actual message rather than a template, the Warmer and Formal tone rewrites, your store's tone and policies applied to every reply, usage and settings in your Shopify admin. Every plan connects one Google account per store. Free covers the order lookup and the reply itself.
Which languages does it reply in?
English, French, Spanish, German and Italian, picked up from the customer's message. All five are on every plan, Free included.
Does it work with WooCommerce?
Not in version 2.0. CaseKit connects to Shopify only.
What happens if it can't find the order?
It tells you why instead of showing an empty panel. Older than the 60-day window Shopify shares by default, it says so. Two orders open, it asks which. No match, you can search by order number or email from the card.

Try it on your next order email

Unlimited Shopify order lookups and 25 replies a month, free and permanent. Check availability for public installation.

Check Shopify availabilityAdd the Gmail extension

Billed through Shopify, no card. CaseKit reads your orders and never edits them.