Asking your customer for missing details
Ask customers for missing details or files, then notify your team when they reply.
Maybe your customer forgot a photo, a name, or another detail. Request Information emails them a link and lets them send what you need from their order-status page — not by chasing it through a separate inbox.
When an order is in a status with this action, they can submit text and/or files. They are emailed a link when the order enters that status.
For optional photo uploads without an email, use Collect Info instead.
Configure the request
- Assign Request Information to a status from Statuses.
- Open Status Actions and choose Configure.
- Set the heading, message, whether text and uploads are allowed or required, and which status to apply after they submit.
- Save.
Notify your team
Turn on merchant notification so the assignee (and optional CC list) gets an email when the customer replies. You can also save without sending that notification.
Customer experience
They look up the order or open the email link, then complete the request on the storefront lookup page — not inside Shopify login.
After they submit
The response lands on the order. If you chose an automatic status, the order moves there so the queue shows the work is ready for your team.
If you’re still designing the follow-up, How to collect missing information after a Shopify order covers when to ask after checkout.
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