# Use Shopify for an order discount explanation

Example: A customer wants to know why its total differs from the advertised item price. The supplied order includes a discount and shipping charge.

By Righthand Team · 2026-10-20

Source: https://www.righthand.ai/blog/use-shopify-for-a-order-discount-explanation

Keep Shopify as the source for its records. A Righthand can use available information for the decision below.

This article is from Righthand. The example and result are illustrative. This guide has no executed integration test.

## The customer task

A customer wants to know why its total differs from the advertised item price. The supplied order includes a discount and shipping charge.

[Provider documentation](https://shopify.dev/docs/api/admin-graphql/latest/queries/orders). The documentation gives information about querying orders with supported search conditions. Available data depends on the account's authorized order access.

## Make account access explicit

If Shopify is available in [Connections](https://docs.righthand.ai/guides/adding-your-first-connection), connect the intended account. Give the Righthand access to that connection.

Provider documentation does not establish installed Righthand operations. Examine the connection’s available tools before assigning direct account work.

For direct account work, the connection must have the necessary read or write operation and permission. If that operation is unavailable, supply the information in a message. The owner must make any account change in that case.

[Connection Permissions](https://docs.righthand.ai/guides/add-a-connection) gives information about account access and tool permissions. Give only the access necessary for the identified task.

## The request to the Righthand

> Read the identified order amounts.
>
> Prepare an explanation from supplied price components.
>
> Send unexplained amounts to the billing owner.
>
> Send the owner the result before 3 PM Friday.
>
> Use Pacific time.

## Use the provider records for the result

Identify the store and order before the task. Keep order, payment, and fulfillment facts independently. Make sure that the account covers the requested dates before reporting complete history.

Do not invent tax or fee explanations absent from the source.

For a permitted write, examine the resulting account record. A proposal does not establish a completed change.

For an external message, identify the recipient and permitted task. **Ask** uses an explicit instruction or approval. Connection tool permissions are another required control. [Communications Policy](https://docs.righthand.ai/security/external-communications).

## An illustrative result and next step

> The order has an item discount and a separate shipping charge. The explanation keeps both components visible.

The owner examines the complete amount before giving approval for the customer response.

## Try one account task

1. Give the Righthand one identified source record.
2. Compare its result with that source.
3. Examine the account record after a permitted write.
4. Examine the work in [Activity](https://docs.righthand.ai/guides/working-with-your-righthand).

If a direct operation is unavailable, give the source information in a message. This does not establish a direct integration.

## When the account tools are sufficient

Use Shopify directly when its existing view gives the complete answer and no other conversation is necessary. A person can make the decision from that view.

[Compare plans](https://www.righthand.ai/pricing). [Get a Righthand](https://teams.righthand.ai).