Customer experience

Use this page to learn about how customers might use the Shop app to interact with your business.

Shop app customer experience

Customers might use the Shop app to track delivery of orders, discover products related to ones they have ordered in the past, and follow their favorite stores. Learn more about the Shop app from the Shop Help page.

Installation requirements for the Shop app

You don't need to install the Shop app to allow your customers to track orders from your store. If you want to use Shop to track deliveries for orders that you place online, then you can install the Shop app.

Shop is free, and is available on mobile devices with the following operating systems:

  • iOS (version 11.0 or later for Shop version 2.16 and later) for iPhone, iPad, and iPod touch
  • iOS (version 10.3 or later for Shop version 2.15.4 or earlier) for iPhone, iPad, and iPod touch
  • Android (version 5.0 or later)

Shopping

If you have the Shopping setting enabled, then customers can browse products within the Shop app, and pay for orders by using Shop Pay. While browsing products, customers can add items to their cart by clicking Add to cart. Customers can also choose to go straight to checkout for a single item by clicking Buy now.

If a customer selects Add to cart, then they need to tap the bag icon to check out. If a customer selects Buy now, then they're automatically redirected to checkout. Purchases made on Shop are processed through your online store.

When customers search for products or services in Shop, search results from stores they're following in the Shop app are displayed first. If a customer doesn't find what they're looking for, then they can turn off the Following filter to discover search results from stores they don't follow.

Shop search results include stores that ship to the customer's location. For example, if a customer is located in the United States, then only Shop profiles that ship to the United States are displayed in the customer's search results. Learn more about setting up and managing shipping.

Customers can sort their search results by selecting one of the following:

  • Relevance
  • Lowest -> Highest Price
  • Highest -> Lowest Price

By default, search results are sorted by how relevant the results are to the customer's search query.

Customers can filter their search results by selecting one or more of the following filters:

  • Following, which includes stores that the customer follows or has previously bought from
  • In-stock
  • Ships to you

By default, search results are filtered by In-stock and Ships to you.

Shop local

Shop local lets customers find stores to shop from that are within 31 miles or 50 kilometres of the location of their device. To appear in Shop local, you need to meet the merchant requirements and the following criteria:

  • Have a POS location within 31 miles or 50 kilometres of a customer's device.
  • Have a POS location with at least 20 days of sales in a month within the last year.
  • Have a sale within the last 30 days.

Shop app curations

Businesses on the Explore tab can be viewed by customers around the world. You can apply to have your business featured within the Explore tab in the Shop app. This tab lets customers browse by their specific interests, such as the following business categories:

  • Shop local today
  • Shop Black-owned businesses
  • Shop Women-owned brands
  • Shop Asian-owned businesses
  • Shop sustainable businesses
  • Shop Indigenous-owned businesses
  • Shop LGBTQ+ owned businesses

Online order tracking

When a customer uses Gmail or Outlook, such as hotmail.com and live.com, Shop automatically locates emails with tracking numbers to identify orders to track. Customers using another kind of email address can add tracking numbers manually.

Shop searches emails to collect order information. If you have questions about privacy, then you can view the Shop privacy policy.

When Shop is tracking an order, sometimes it doesn't have enough information to display an exact location for the delivery. The delivery status is still accurate.

To track information from Amazon orders, customers need to log in to Amazon using the Shop app and give Shop permission to access their tracking information.

Automatic order sync

Shop automatically syncs with Shopify to show all the orders that a customer has placed within Shopify stores.

Shop profiles

Customers can use Shop to follow and view Shop profiles. After an order is added to Shop, the related store's profile displays in the Explore tab of the Shop app.

When a customer follows a Shopify store in the Shop app, they can view product recommendations based on the product that the customer is interacting with. The recommendation algorithm uses sales data and product descriptions to show a mix of products that are similar or often bought together. Product recommendations become more accurate over time as new orders and product data become available. If the customer hasn't purchased a product in your store, or if there's no similar product recommendations, then the recommended products are based on your recently published products and products that are trending up in sales within the past 30 days.

The store's profile includes the store's logo, name, and description. If you're not using the Shop channel, then you can customize the following details for your store's profile in Shop:

Your customers might use the Shop app even if you don't enable the option to install the app from your store's order status page. If a customer who uses the Shop app places an order in your store, then they can follow your Shop profile, view their order history, and track the delivery of their order. Customers need to be located within a store's shipping zones before they can see the store's profile in Shop.

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