What has shipped, and when

Replies from inside your Shopify admin

• The CaseKit app in your Shopify admin now writes the reply on its own. Paste the customer's message, give the order number or their email, and CaseKit resolves the order, reads the fulfilment state and drafts the answer.
• The Chrome extension is now optional. It does the same job inside Gmail and adds one-click insert into the composer, but nothing about setup or daily use depends on it.
• Pro now includes up to 5 team members.
• Same read-only Shopify access, same privacy model. Nothing new is collected.

CaseKit 2.0 — Shopify support copilot for Gmail

• Rebuilt from scratch. CaseKit now works inside Gmail rather than on Shopify admin pages.
• Finds the Shopify order behind a conversation from an order reference or the sender's email address, and asks which when two orders could match.
• Shows customer, order, fulfilment state, carrier and tracking beside the email.
• Detects the WISMO scenario from the real fulfilment state and writes the matching reply.
• Replies in English, French, Spanish, German and Italian, detected from the customer's message.
• Insert reply puts the draft in the Gmail composer above your signature. Copy reply as a fallback.
• Pro: unlimited replies, replies written from the customer's actual message, Warmer and Formal rewrites, store tone and policy notes, up to 3 team members.
• Free: unlimited order lookups, 25 replies a month, all five languages, the Shorter rewrite.
• Billing moved to Shopify. Lifetime licences from the 1.x line are no longer sold.
• WooCommerce is out of scope for 2.0. The 1.x extension remains the only version that supported it.

CaseKit is no longer local-first

• Working in Gmail means the Shopify order is not already on screen, so CaseKit has to query Shopify — which requires holding a store credential.
• That credential is encrypted with AES-256-GCM and kept on the server, never in the browser extension.
• Three things now leave the browser that did not in 1.x: candidate customer email addresses, any order reference in the message, and a message snippet capped at 800 characters.
• Shopify access remains read-only. CaseKit still cannot refund, cancel, edit or fulfil an order, and still cannot send email.

Why this changed, in full →

Privacy policy rewritten for 2.0

• Documents exactly what leaves the browser, what is stored in Cloudflare D1, and the four processors involved.
• Anthropic is named as the processor for Pro reply rewriting. The Free plan uses no AI.

Read the policy →

Usage telemetry

• Added anonymous usage reporting so we could see which features were actually being used rather than guessing.
• Confirmed roughly 70% of installs were active, which is what justified rebuilding rather than retiring the product.

Store listing rebuild

• Rewrote the Chrome Web Store title, description and screenshots around the support workflow instead of the feature list.
• New promotional tiles and demo video.

Tax display fix and time-saved counter

• Fixed a bug where the tax amount was shown incorrectly on some order summaries.
• Added an optional time-saved counter in the panel.
• Regression test harness extended to 26 checks so order extraction changes stopped breaking silently.

Support beyond the store admin

• Extended the panel past Shopify and WooCommerce admin pages onto helpdesk and inbox pages, including Gmail, Outlook, Gorgias and Zendesk.
• Detected order references inside an open ticket, which is the idea that became CaseKit 2.0.

Real order data instead of screen scraping

• Moved from reading the rendered admin page to merchant-supplied API credentials: a Shopify custom app token or a WooCommerce REST key.
• Added lookup by customer email for tickets that named no order number.
• Made the panel reliable when the store admin changed its markup, which scraping never was.

Macros, checklists and Pro licensing

• Rebuilt the panel in a shadow DOM so store admin styles could not break it.
• Macros with variables, so an order number or tracking link could be dropped into a saved reply.
• Support checklists for multi-step cases such as damaged items and returns.
• WhatsApp and email shortcuts from the order panel.
• Bilingual English and French reply packs.
• Introduced Pro licensing, sold as a lifetime licence.

WooCommerce support

• Added order extraction for WooCommerce alongside Shopify.
• Handled the HPOS order storage change.

First release — order summaries for support replies

• A Chrome extension that read the Shopify admin order page you already had open and formatted a clean order summary for pasting into a support reply.
• Local-first by design: everything it needed was already on screen, so nothing left the browser.
• One job, done in one click. The whole product was a formatting shortcut.