Shop app customer experience

Customers can use the Shop app to track their orders, explore stores and products, make purchases in the app using Shop Pay, and manage their Shop Pay Installments payments. Your customers can learn more about the Shop app from the Shop Help Center.

Installation requirements for the Shop app

You don't need to install the Shop app to let 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 2.16.2 and later) for iPhone, iPad, and iPod touch
  • Android (version 5.0 or later) for smartphones and supported tablets

Online order tracking

Customers can use the Shop app to track any valid tracking number. After a customer creates a Shop account, Shop automatically syncs with Shopify to display all the orders that they've placed from stores that use Shopify.

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

To help your reduce your own support debt, you can let customers install the Shop app from your store's order status page, so that they can easily download the app and get updates on their order without contacting your store.

Shopping

If you have the Sell with Shop setting activated, then customers can interact with your Shop Store in the Shop app. Your Shop Store includes your store's logo, name, and description. All your eligible products appear in your Shop Store. Learn more about Shop merchant guidelines.

Customers can browse stores and products in the Shop app, and can choose to add them to their favorites list. While browsing products, customers can add items to their cart by tapping Add to cart. Customers can also bypass the cart and purchase a single item through Shop's accelerated checkout by tapping Buy now next to a product.

Purchases made on Shop are processed through your online store.

When customers search for products or services in Shop, search results from stores in their favorites list are displayed first. By default, search results are sorted by how relevant the results are to the customer's search query, and are filtered by In stock and Ships to you.

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 stores that ship to the United States are displayed in the customer's search results. Learn more about setting up and managing shipping.

Shop local

Shop local helps customers find stores to shop from that are within 31 miles or 50 kilometers 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 collections

Customers can browse collections in Shop to discover stores and products that interest them. In the Home tab, in the Featured collections section, a customer can tap View all to browse all collections. Shop's collections contain many categories and interests, including the following collections:

  • Gift guides
  • Partners
  • Voices
  • City guides
  • Spotlight
  • Worldwide

You'll receive an email from the Shop team if your store is selected to be included in a collection. If your store is featured in a collection and you want it to be removed, then you can contact Shop support for support in English. For support in other languages, contact Shopify support.

Shop favorites

Customers can use the Shop app to track their favorite products and stores by adding them to their favorites list.

Customers can set up push notifications to receive updates when a favorite product drops in price, or when a sold-out product is back in stock.

You can't access information about a customer's favorites, or customize the notifications that customers receive. If you don't want customers to receive notifications about your products, then contact Shop support for support in English. For support in other languages, contact Shopify support.

Gift Shop (US only)

Gift Shop lets customers in the Shop app browse and select a product to send to someone as a gift. Buyers can access Gift Shop in the Search tab in the Shop app.

If your products are selected to be featured in Gift Shop, then you’ll be notified by email. If your products are featured in Gift Shop and you want to have them removed, then you can contact Shop support for support in English. For support in other languages, contact Shopify support.

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