Nemma looks up the order before it replies.
Nemma fetches orders, tracking and products straight from your shop and can carry out actions on the order once you have approved them. The connection is a small app that you create yourself in your own Shopify.
- New delivery addressOrder #1042 · Vestergade 5, 8000 Aarhus C
- RefundMoneyOrder #1042 · DKK 49.00. You switch it on yourself every time.
Replies built on your shop
Orders
Order number, status, payment, items and amounts for the customer's orders. Nemma fetches them when the reply is written, so the reply is based on what Shopify says right now.
Tracking
Shipping status, carrier and tracking link, so Nemma can answer where the package is.
Products
For product questions, Nemma searches your catalogue and replies with a link, price and stock status. Before Nemma sends on its own, the check only allows links to your own shop and to products Nemma has fetched from your catalogue.
Four actions on an order
If the category is on Draft, Nemma never does anything on its own. The proposal waits for you, and the button is named after what you have switched on.
Cancel order
Only if the order has not shipped yet. The items go back into stock, and the customer is refunded automatically.
Approval: you. In categories set to Auto-send, Nemma can cancel an order on its own if it is less than a day old and DKK 2,500 or less.
New delivery address
Only if the order has not shipped yet, and only when the order's own email matches the sender.
Approval: you. Auto-send may change the address on an order that has not shipped.
Refund
Nemma proposes the amount. You move the money yourself: in Shopify, or straight from the order panel in Nemma if you are allowed to move money.
Approval: always a human. The amount can never be higher than what the order was paid.
Swap to a cheaper product
On an order that has not shipped, Nemma swaps the item for a cheaper product in stock and pays the price difference back. The order must have exactly one line item with a quantity of 1. Requires the write_order_edits permission.
Approval: always a human, and it covers the price difference.
Cancellations, refunds and exchanges move money, so they require you to be the owner or the owner to have given you permission. If an action goes wrong in Shopify, the reply is not sent, so the customer is never told about a cancellation that did not happen.
Only the person the order belongs to gets answers about it
The rule lives in the code, not in an instruction to the AI.
Nemma only looks up orders by the email the customer writes from. If the order's email does not match, nothing is handed over, and Nemma asks the customer to confirm the order number, email and postcode.
If the customer writes from a different email than the one the order was placed with, you can, as a human, confirm that the order belongs to the customer. That applies only to that one order in that one case. The reply is never sent automatically, and the address on the order cannot be changed.
Connect in 3-4 minutes
Only the account owner can connect Shopify. The guide in the setup shows every click, and if you get stuck, we can set up the connection for you.
Create a small app
In Shopify's Dev Dashboard, under the organisation the shop belongs to. Call it Nemma.
Give it permissions
Five permissions are needed: read_orders, write_orders, read_customers, read_fulfillments and read_products. If you also want to be able to swap an item, add write_order_edits.
Install it on your shop
Without installing it, Nemma cannot connect. This is where you choose the shop and approve the app.
Paste the keys into Nemma
Copy the Client ID and Secret from the app, and paste them in along with the shop's .myshopify.com address. Click Test and connect.
Worth knowing before you connect
- Nemma is built for Shopify. Other web shop platforms are not supported.
- Orders from the last 60 days are included. Older orders need an extra permission, read_all_orders, which Shopify has to approve first.
- Nemma stores your keys encrypted and never shows them again.
- Shopify lets the access expire every day. Nemma renews it itself.
- If you delete or uninstall the app in Shopify, Nemma loses access immediately. Nemma carries on replying, but without being able to look up orders, and shows a warning in Settings.
Read more in the Academy
Short, practical guides, written from the system as it works today.
Connect your shop and see a draft
Create a small app in your own Shopify, paste two keys and see what Nemma would reply to your customers. The first 5 days are a trial with up to 50 AI replies.
Try free for 5 days