The AI cannot find products or swap an item

Does the AI never reply with a product link? Or does it offer a cancellation where you expected a swap? Then it is almost always your Shopify app that is missing a permission - not a fault in the AI.

Check what the AI may do

Go to Settings → Shopify. Under The AI's access there are four lines. A line with a tick works; a greyed-out line is missing a permission:

• Order lookups and tracking
• Cancellations and address changes
• Product lookups (finds and links to products)
• Swap to a cheaper product (edit order + refund)

The top two always work when Shopify is connected. The bottom two each need their own extra permission. If one is missing, the line has a link, How to turn it on, which expands to show exactly what you need to do.

What the customer experiences when it is missing

• Without product lookup the AI cannot look things up in your catalogue. It replies without catalogue data and refers to the webshop. It never makes up a link.
• Without swap access the AI suggests cancelling the order instead, so the customer can order the right item themselves. It never suggests a swap it cannot carry out.

How to fix it

1. Go to dev.shopify.com and open your Nemma app.
2. Release a new version of the app with the missing access scope: read_products for product lookup, write_order_edits for swaps. Click Release.
3. Click Install app again on the app's Installs card. This is the step that is most often skipped - without it, Shopify does not give the new access, whatever it says in Dev Dashboard. It can take a couple of minutes.
4. Back in Nemma: Settings → Shopify, and click Update permissions in the Connection card.

Nemma fetches the access from scratch from Shopify. If it goes well, you get a green confirmation, and the tick changes straight away. If something is still missing, you get a red message with the name of exactly what has not been given - then step 3 has typically not been completed.

If we set up the connection for you, write to us at info@nemma.dk instead - then we add the access to the app, and you approve it in Shopify.

Only the owner of the organisation can click Update permissions.

Good to know about swaps

Even with write_order_edits in place, a swap is not automatic. It only applies to orders that have not shipped yet, only orders with one item, and only when the new product is cheaper. The price difference is refunded, and the action is only carried out once you have ticked it and press send. Read more in Order actions.

If Shopify is not connected at all yet, start with Connect Shopify.