CASEKIT
How it works

How CaseKit turns an order question into a reply

Look up the order, request a draft and review it in Shopify Admin. Gmail is an optional way to use the same order context beside the customer email.

Install on ShopifySee pricing

See the optional Gmail workflow

The Gmail extension brings order context and reviewed replies beside a customer email.

The full workflow, from customer email to inserted reply.

1

Start with the customer message

Paste the message and order number or customer email into CaseKit in Shopify Admin. If you have connected the optional Gmail extension, open the customer conversation instead.

See the Shopify Admin app or connect the optional Gmail extension.

2

Find and confirm the Shopify order

CaseKit uses the supplied reference or customer email to look up the order. Confirm the match and choose the right order if several are shown. A missing result needs a reference check or a search in Shopify Admin.

Zoom — customer and order
Sarah Johnson#10582
22 Aug 2026 · 2 items · €89.00
3

Check the recorded fulfillment state

Review the order status, fulfillment details and any carrier or tracking information reported by Shopify. Missing tracking or an estimate is not evidence of a delivery date. Check the carrier when further investigation is needed.

Zoom — fulfillment and tracking
In transit
DHL JD0123456789 Open tracking
4

Request a draft from the order facts

Request a reply when you are ready. CaseKit uses the order facts and customer message to prepare it. On Free, simply reading an email or looking up an order does not use a generated draft.

Zoom — recommended reply
Recommended replyWISMO_IN_TRANSIT
Hi Sarah, Thanks for checking in. Order #10582 is on its way with DHL and is currently in transit. You can follow it here: JD0123456789 I'll keep an eye on it and let you know if anything changes. Best, The support team
5

Review, copy or insert, then send

Check the order, wording and any policy commitments. Copy the reviewed reply from Shopify Admin into your inbox, or use Insert Reply with the Gmail extension. You send the message yourself; CaseKit never sends it.

Zoom — the primary action

Copy is the Shopify Admin workflow and remains available if Gmail insertion is unavailable.

Check the status before making a promise

The order card brings recorded fulfillment and available tracking together. For a practical review checklist, see the WISMO support guide.

CaseKit showing order #10611 out for delivery today with DPD, and the matching reply

Install Shopify first; connect Gmail if you use it

Install the Shopify app

Install CaseKit from the Shopify App Store and approve read-only access. You can draft replies in Admin immediately.

Add the optional Gmail extension

Install it from the Chrome Web Store and sign in with the Google account that handles support.

Connect Gmail to this store

Return to CaseKit in Shopify Admin, choose Connect Gmail to this store, and follow the setup instructions.

Open a customer email

Check the matched order, request a draft when needed, then review and edit it before inserting. One Google account connects to one store on every plan.

Install on Shopify

Setup and workflow questions

How long does setup take?
Start by installing CaseKit from the Shopify App Store. The Admin app works without Gmail or a browser extension. If you answer in Gmail, add the optional Chrome extension and connect it from Shopify Admin. There is no mailbox migration or forwarding change.
Do I need a Shopify API key?
No. You connect the store from the CaseKit app and approve read-only access. There is no key to generate and no token to paste into the extension.
Does every agent need to install it?
The Shopify Admin app needs no extension; staff access is managed in Shopify. For Gmail, install the extension in each Chrome profile that uses the store's connected Google account. Each store connects one Google account on either plan; separate accounts cannot join that store.
What happens if Shopify is unreachable?
CaseKit shows that it could not reach the store and leaves Gmail untouched. It does not guess an order state or fall back to a generic shipped reply.
Can I edit the reply before sending?
Always. Review and edit the draft in Shopify Admin, then copy it into your inbox. With the optional Gmail extension, Insert Reply puts it into the composer above your signature. You decide when to send.

Draft your next order reply in Shopify Admin

Free plan: unlimited order lookups and 25 generated drafts per month. Gmail is optional.

Install on ShopifySee pricing