A Shopify v2 webhook connects one Shopify store to Retently through a single URL. Shopify sends every order update to that URL. Retently creates or updates the customer's contact on each update and sends a transactional survey when an order reaches the event a campaign is set to. One webhook can trigger any number of campaigns, each on its own event.
1. Create the webhook in Retently
Go to Settings > Inbound webhooks and click + Create new webhook.
Select Shopify as the Integration. The Action is set to Survey & contact update.
Keep the name Shopify order updates or enter your own, then click Create.
In the Webhook created dialog, copy the webhook URL. It looks like https://wh.retently.com/v2/...
Create one v2 webhook per Shopify store. You can also create one from a campaign: on the Trigger tab, open the webhook list and click Create a v2 webhook.
2. Add the webhook in your Shopify admin
In your Shopify admin, go to Settings > Notifications, scroll down to the Webhooks section and click Create webhook:
Event: Order update
Format: JSON
URL: the webhook URL you copied from Retently
Webhook API version: the latest version
Important: select Order update only. A v2 webhook ignores every other Shopify event. Shopify does not let you change the event after the webhook is created, so if you picked the wrong one, delete it and create it again.
Until the first order update arrives, the webhook's row in Settings > Inbound webhooks reads "Waiting for the first order update from Shopify". After that, it shows when the last update arrived.
3. Choose the event for each campaign
Open your transactional email campaign and go to the Trigger tab.
Under Survey trigger method, set Survey triggered by to Shopify and select your v2 webhook.
In Send this survey when, choose the event:
Order fulfilled
Order delivered
Ready for pickup
Delivery attempted
Delivery delayed
Delivery problem
Customer action required
Returning to sender
Cancelled by customer
Order refunded
Order restocked
Return completed.
Save the campaign.
Order fulfilled means every item in the order is fulfilled. A partial fulfillment does not send the survey.
A survey is sent only for events that happen after you choose or change the event. Earlier activity on an order does not trigger it.
One survey per order, or one per item
For the delivery events, Order refunded and Return completed, Limit to one survey per order is ticked by default. Untick it to send one survey per parcel, per refund or per return. Repeat updates about the same parcel, refund or return do not send another survey. Order fulfilled, Cancelled by customer and Order restocked always send at most one survey per order.
The campaign's throttle, delay, sampling and audience filters still apply.
Use one webhook in several campaigns
Repeat step 3 in every campaign that should use this store's webhook, each with its own event. The Trigger tab lists the other campaigns using the same webhook and their events.
4. Send a test survey
Make sure the campaign is switched ON.
Place a test order in your Shopify store and move it to the event you chose. For Order fulfilled, fulfill every item.
The customer is created as a contact in Retently, or updated if they already exist.
The survey is sent according to the campaign's Trigger settings. Check it on the Outbox page. If a delay is set, the survey goes out once the delay has passed.
The Trigger tab shows when Shopify last sent an order update and whether this campaign has sent a survey yet.
v2 and legacy Shopify webhooks
v2 webhooks support more events and need less setup in Shopify:
More events. A legacy webhook sends the survey every time Shopify sends the event chosen in Shopify, such as Order creation or Order fulfillment. It can't send surveys on delivery, refunds, returns or cancellations. A v2 webhook checks every order update and sends the survey on any of the 12 events in step 3, including Order delivered and Order refunded.
One webhook per store. Legacy webhooks need a separate webhook in Shopify for every campaign. A v2 webhook is added to Shopify once, and each campaign chooses its own event in Retently.
No repeat surveys. A v2 webhook sends at most one survey per order for the chosen event, or one per parcel, refund or return if you choose.
| Legacy webhooks | v2 webhooks |
Webhooks in Shopify | One per campaign | One per store |
Where the event is chosen | In Shopify | In each Retently campaign |
Delivery, refund, return and cancellation events | Not available | Available |
Legacy webhooks are still supported. Every Shopify webhook you create in Retently is a v2 webhook.