--- title: "SureCart Customer Support Integration: Setup Guide" canonical: "https://www.thrivedesk.com/surecart-integration/" author: ThriveDesk description: "How to set up SureCart customer support in ThriveDesk: see orders, shipping and subscriptions in each ticket, refund with permissions, and add AI." categories: [blog, product-updates] --- # SureCart Customer Support: How to Set Up the ThriveDesk Integration How to set up SureCart customer support in ThriveDesk: see orders, shipping and subscriptions in each ticket, refund with permissions, and add AI. [Parvez Akther](https://www.thrivedesk.com/author/parvez/) 8 min read Updated October 30, 2026 ![ThriveDesk and SureCart logos](https://www.thrivedesk.com/_astro/thrivedesks-surecart-integration.u7AUOSje_1LB58J.webp) TL;DR - ThriveDesk is a customer support tool that integrates with SureCart: it shows the customer's orders, shipping details and subscriptions inside each ticket. - Setup takes three parts: copy an API token from SureCart, install the SureCart app from the ThriveDesk App Store, then add a label, the token and your inboxes. - Agents can search orders by number, open receipts, and refund or cancel orders, but only if you give them the refund permission. - ThriveDesk reads SureCart data through the API when an agent asks for it and does not store it. - Neo, the AI agent, answers license, download, billing and refund policy questions from your help content and hands order-specific requests to your team. Say goodbye to repeatedly asking customers for details you already have. — Parvez Akther ThriveDesk is a customer support tool that [integrates with SureCart](https://www.thrivedesk.com/integrations/surecart/): it shows each customer’s SureCart orders, shipping details and subscriptions inside the support ticket, and agents you trust can refund or cancel an order from there. You connect it by copying an API token from SureCart, installing the SureCart app from the ThriveDesk App Store and choosing which inboxes use it. The result is that agents stop asking customers for an order number they could look up themselves, and stop switching to the SureCart dashboard for every billing question. This guide shows what the integration puts in the ticket, how to set it up step by step, what agents and the AI agent can do with the store data, and the mistakes to avoid. You need admin access to your WordPress site and SureCart store, and the owner or admin role in your ThriveDesk workspace. ## What to look for in a customer support tool that integrates with SureCart SureCart sells digital products, subscriptions and physical goods from WordPress. The support questions that follow a sale are about a specific purchase: a missing license key, a failed renewal, a refund request, a parcel that hasn’t arrived. Without an integration, each of those means three steps. The agent asks the customer for an order number, opens SureCart to find it, and copies the details back into the reply. Some help desks connect to SureCart only through automation tools that copy new orders into tickets. That gives you a record of the sale, but not a live view of the customer’s orders or the buttons to act on them. A native integration does the lookup for the agent. The order is beside the message when the ticket opens, and the agent can act on it without leaving the conversation. When you compare tools, check four things: - **Live order data:** orders, subscriptions and shipping read from SureCart when the ticket opens, not a copy made at checkout. - **Actions in the ticket:** refunds and cancellations without opening the SureCart dashboard. - **Permissions:** control over which agents can move money. - **More than one channel:** email and live chat in the same inbox, so the order shows wherever the customer writes in. Price is the fifth check. A tool that charges per agent or per AI resolution costs more in a launch week, which is when a SureCart store gets the most questions. ## What the SureCart integration shows in the ticket When a customer writes in, ThriveDesk matches their email to SureCart and shows a store panel in the ticket sidebar. ![The SureCart store panel in ThriveDesk with customer since date, lifetime order value, orders in the last 12 months, average order and a search by order number box](https://www.thrivedesk.com/_astro/order-id-title-search.BO69XGtz_Z1SW7Rr.webp) At the top are four numbers: the date the person became a customer, their lifetime order value, their orders in the last 12 months and their average order value. Below that is a search box and the customer’s orders. Each order card shows: - The order number and status, such as paid, refunded or draft. - The order date, the tax and the total. - Each product with its image, plus the subscription status for recurring products. - A receipt with the purchase date and time. The integration also shows shipping information for physical orders and subscription details for recurring ones. ### Search by order number Type an order number into the search box and the matching order opens. This helps when a customer writes from a different email address than the one they bought with and quotes the order number instead. ### Draft orders ![Two SureCart draft orders in the ThriveDesk sidebar, each with order date, tax, total and a receipt button](https://www.thrivedesk.com/_astro/order-drafting.erb4Ip3w_dROaJ.webp) Draft orders appear with a draft status. They show a purchase that was started but not finished, which is useful when a customer writes in about a checkout problem. The agent can see what they tried to buy before replying. ThriveDesk reads all of this from SureCart through the API when the agent opens the conversation. It does not collect or keep SureCart customer data on its own servers. ## How to set up the SureCart integration These steps follow the [SureCart integration guide](https://help.thrivedesk.com/en/surecart-integration) in the ThriveDesk help center. ### Step 1: Get your SureCart API token If you’re new to SureCart, log in to WordPress, go to Plugins, then Add Plugins, search for SureCart, and install and activate it. Go to SureCart, then Get Started, and set up your store. The last step of that setup shows your API token; copy it. If your store already runs, open the API menu in your SureCart account. Copy an existing token or click New API Token to create one for ThriveDesk. ### Step 2: Install the SureCart app in ThriveDesk Log in to ThriveDesk and switch to the workspace you want to connect. Click App Store in the left sidebar, search for SureCart and click Install App. Only the workspace owner or an admin can install apps. ### Step 3: Add the label, token and inboxes ![The Add SureCart info form in ThriveDesk with label, token, inboxes and a refund permission checkbox for each agent](https://www.thrivedesk.com/_astro/user-control-access.BpzoFA00_Z1oWOt5.webp) The app opens a form with four parts: - **Label:** a name for the store, so you can tell it apart in the sidebar. - **Token:** the API token you copied in step 1. - **Inboxes:** the inboxes that should show this store’s orders. Pick your support inbox at least. - **Permissions:** the agents who can refund and cancel orders. Save the form. To connect another SureCart store, repeat steps 2 and 3 with that store’s token and a new label. ### Step 4: Test with a real customer Open a test conversation from an email address that has bought from your store. The store panel should show the customer’s orders. If it doesn’t, check that the inbox you used is selected in step 3 and that the token is still active in SureCart. To remove a store later, go to App Store, then SureCart, expand the store’s label and click Delete. Uninstalling the app removes every connected store at once. ## What agents can do with SureCart orders Seeing the order answers half of the questions. The rest need an action, and the integration puts two of them on the order card. ![A refunded SureCart order in the ThriveDesk sidebar with receipt, refund and cancel buttons](https://www.thrivedesk.com/_astro/full-refund.DYpklsqr_ZqJSei.webp) - **Refund:** issue a full refund on the order from the ticket. - **Cancel:** cancel an order the customer no longer wants. - **Receipt:** open the receipt to confirm the date, time and amount of a purchase. Refund and cancel are limited to the agents you chose in step 3. A new teammate can read the order and reply to the customer, while the actions that move money stay with the people you trust. The order status changes on the card once the refund goes through, so the next agent who opens the ticket sees what happened. Pair the integration with [saved replies](https://www.thrivedesk.com/features/canned-responses/) for your common answers, such as how to download a file again or how renewals are billed, and with [private notes](https://www.thrivedesk.com/features/private-notes/) when an agent needs a second opinion before refunding. ## What the AI agent can answer for a SureCart store Neo, ThriveDesk’s AI agent, answers customers in the chat widget and by email, 24/7 and in 50+ languages. For a SureCart store, most of what it answers comes from your help content. Write help center articles on the questions your team answers most, and Neo can answer them: - How to download a purchase again or find a license key. - How subscriptions renew, and how to update a card or cancel. - Your refund policy and how long a refund takes. - Delivery times and shipping regions for physical products. Order lookups work differently. Neo’s built-in store tools cover WooCommerce and Shopify, so for a SureCart order it does not read the SureCart panel your agents see. You have two options. You can add a [custom tool](https://www.thrivedesk.com/ai/tools/) that calls your store’s API with the order number from the conversation, or you can let Neo hand order-specific requests to your team. When it hands over, the teammate gets a private note with what the customer asked and what Neo already said, and the SureCart order is beside the conversation. | Customer question | Who answers | What it needs | | --- | --- | --- | | How do I download my file again? | AI agent | A download help article | | When does my subscription renew? | AI agent or teammate | Subscription policy, or the order card | | What is your refund policy? | AI agent | A refund policy article | | Please refund my last order | Teammate with refund permission | The SureCart order card | | Cancel my order | Teammate with permission | The SureCart order card | | My checkout failed | Teammate | The draft order | ## Common mistakes with the SureCart integration A few setup choices cause most of the problems stores run into. - **Refund permission for everyone:** give it to the smallest group that needs it. Seeing orders needs no permission. - **Missing inbox:** a store assigned only to one inbox won’t show orders in conversations that arrive in another. Check every inbox where customers write in. - **A deleted API token:** if someone removes the token in SureCart, the store panel stops loading. Create a dedicated token named for ThriveDesk so nobody deletes it by mistake. - **No help articles before turning on AI:** Neo can only answer download, renewal and refund questions you have written down. Publish those articles first. ## How ThriveDesk handles SureCart support ThriveDesk is AI customer service software for ecommerce: an agentic omnichannel helpdesk, intelligent chatbot, modern help center and powerful reporting, plus Neo, the AI agent that answers customers around the clock. Here is how it covers each part of this guide for a SureCart store. - **Orders in the ticket:** the [SureCart integration](https://www.thrivedesk.com/integrations/surecart/) shows orders, shipping, subscriptions and draft orders beside every email and chat in the [shared inbox](https://www.thrivedesk.com/shared-inbox/). - **Actions with permissions:** refunds and cancellations from the order card, for the agents you choose. - **Answers around the clock:** Neo resolves up to 65% of conversations from your help content, and Copilot helps your team search tickets, docs and connected tools and take the next step. - **Self-service:** a [help center](https://www.thrivedesk.com/features/help-center/) for download, license and renewal articles, searchable from the chat widget. - **A flat price:** Basic is $29 a month for 2 teammates, Standard $69 for 5 and Unlimited $129 for unlimited teammates, with the AI agent included and no per-resolution fee. ThriveDesk also connects to [WooCommerce](https://www.thrivedesk.com/woocommerce/), Easy Digital Downloads and Stripe, so a team that sells through more than one WordPress store can work from the same inbox. Every plan starts with a 7-day free trial, no credit card required; see the [pricing page](https://www.thrivedesk.com/pricing/) for plan limits. ## Frequently asked questions ### Which customer support tool integrates with SureCart? ThriveDesk has a native SureCart integration. It shows each customer's SureCart orders, shipping information and subscription details beside the conversation, and agents with permission can refund or cancel an order from the ticket. Many other help desks connect to SureCart only through automation platforms such as Integrately or Zoho Flow. ### How do I connect SureCart to ThriveDesk? Copy an API token from your SureCart store, or create a new one in the API menu. In ThriveDesk, open the App Store, search for SureCart and click Install App. Then add a label, paste the token, choose the inboxes that should use the store and set which agents can refund. ### Can agents refund SureCart orders from ThriveDesk? Yes, if you allow it. When you configure the SureCart app, you choose which agents get the refund permission. Those agents can refund or cancel an order from the order card in the ticket. Everyone else can still see the order and reply, but the action buttons stay limited to the people you pick. ### Does ThriveDesk store my SureCart customer data? No. ThriveDesk does not collect or keep SureCart customer data on its servers. The order, shipping and subscription details appear through API calls when an agent opens the conversation, so the sidebar always shows what SureCart has at that moment. ### Can I connect more than one SureCart store? Yes. Repeat the install and configuration steps for each store and give each one its own label. You can assign each store to different inboxes, so a team that runs two brands sees the right store data in the right inbox. ### Can the AI agent answer SureCart customers? Yes. Neo answers from your help center and policies, so it handles license, download, account and refund policy questions around the clock in 50+ languages. Order-specific requests go to a teammate who sees the SureCart order beside the conversation, or to a custom tool that calls your store's API. Share this article ![Parvez Akther](https://www.thrivedesk.com/_astro/parvez.D6nO2bZR_R4Rks.webp) Written by [Parvez Akther](https://www.thrivedesk.com/author/parvez/) ThriveDesk Parvez is the co-founder and CEO of ThriveDesk, and cares about customer experience and support. Parvez is an open source enthusiast and a father of three.