Concierge is your command center for high-touch B2B gifting. Whether you're coordinating a corporate holiday campaign, managing a multi-tier gifting program, or handling a phone order with custom pricing — Concierge gives your team full control without any engineering required. With Zest Concierge, you can create the projects, build the orders, collect recipient addresses, generate invoices, and push everything to fulfillment, all from one place.
Before you start:
Your Zest account must be active and have Concierge enabled.
Products you want to include must exist in your Shopify catalog (they do not need to be published to any storefronts).
You'll need the customer's name and email address to create or assign a customer record.
What Is Concierge and When to Use It
Concierge is a backend dashboard for managing white-glove B2B gifting orders. Unlike your self-service storefront, Concierge is built for orders that require personal coordination — think corporate clients who prefer to work directly with your team, large recipient lists, negotiated or custom pricing, or complex multi-tier gifting campaigns.
Use Concierge when you need to:
Manage orders for corporate clients who aren't self-serving.
Handle phone orders or email-based requests.
Apply custom or negotiated pricing.
Coordinate gift deliveries to large recipient lists.
Run multi-tier campaigns (e.g., executives receive a premium gift, staff receive a standard gift).
Use products that aren't published to your storefront.
Concierge sits entirely in your Zest Partners dashboard. Your customers never interact with the tool directly unless you share a recipient upload link with them or add them as a collaborator on the project.
Creating a New Concierge Project
Naming your project
In your Zest dashboard, navigate to Concierge and click Start project.
Enter a Project name in the field provided.
Naming tips:
Project names are internal only and are never visible to your customers unless they are added as project collaborators.
You can rename a project at any time — click the three-dot menu in the upper right corner of the project and select Rename.
Choose concise, meaningful names. Special characters are stripped and only the first 16 alphanumeric characters of your project name are used when generating Shopify order numbers, so a long or symbol-heavy name may produce a confusing order number prefix. Examples: LawFirmHoliday25, ChurchillMortgageQ4.
There is no strict character limit enforced when saving, but keeping names short and alphanumeric avoids truncation surprises in Shopify.
Assigning a customer
Type the customer's name into the Customer field. If they already exist in Zest, they'll appear in the dropdown — select them.
If the customer is new, enter their name and email address to create a new customer record. (Email is the unique identifier — company name is optional.)
Note: Customer records are stored in Zest, not pulled directly from Shopify.
Click Submit to finish creating the project.
Adding collaborators
Once the project is created, you can add additional contacts — such as a billing contact or project coordinator — as collaborators. Collaborators can view the project and access the customer-facing upload link. Use the Collaborators section within the project to add or remove them.
Building Orders Within a Project
Each project can contain one or more orders (also called order groupings). An order defines a product configuration, pricing, shipping method, and a set of recipients.
Adding an order
From within a project, click Add an Order.
Give the order a name in the Order name field. Note: This name is customer-facing. Click Create.
Choose the order type:
Ship to multiple recipients — each recipient receives their own shipment.
Ship to one address — the full quantity ships to a single address.
Select the product(s) you want to include. You can add multiple products to a single order.
Configure pricing for each product:
Discount: Apply a percentage off the product's catalog price.
Custom price: Set an absolute dollar amount, overriding the catalog price entirely.
Select a shipping profile or configure flat-rate shipping.
Save the order.
Tip: You can combine both order types within the same project. For example, create one order for bulk shipment to an office address and a second order for individual gifts to home addresses — then invoice both together.
Pricing flexibility
Concierge gives you full control over pricing. You can apply percentage discounts, set fixed custom prices, or override catalog pricing entirely for any product in an order. These customized prices flow through to your ecommerce platform and are reflected in the invoice sent to your customer.
Shipping and calendar flexibility
Unlike your self-service storefront, Concierge allows you to select ship dates outside of any storefront calendar restrictions. This gives you the flexibility to handle custom timing for white-glove orders.
Managing Concierge Recipients
Uploading a CSV on your own
You can upload recipient addresses directly to an order using a CSV file.
For order-level uploads, your CSV should include columns such as:
firstName, lastName
address1, city, state, postalCode, countryCode
Optional: phone, company, giftMessage
For project-level imports (when importing recipients across multiple order groupings at once), the CSV also supports SKU, quantity, and orderName columns to assign recipients to specific order groupings automatically.
Tip: To reuse a recipient list from a previous project, download the recipient list from the old project's order groupings, adjust the column headers to match the import format, and re-upload to your new project.
Sharing recipient upload links with clients
You can generate a unique upload link for each order and share it directly with your customer. This lets them upload their recipient addresses themselves — no Zest account required on their end.
From within an order, click the Share upload link button.
Configure optional settings such as a recipient count limit or whether to accept customer gift messages.
Copy and share the link with your customer.
Moving recipients between orders
If a recipient was added to the wrong order grouping within a project, you can move them. Click the three-dot menu beside any recipient and use Move to another order to reassign them to another order in the same project.
Note: Recipients can only be moved between orders within the same project. Orders cannot be moved between projects. If you need to transfer an order to a different project, download the recipient list, create a new order in the destination project, and re-upload.
Concierge Order Groupings Explained
An order grouping is an individual order within a project. Each grouping has its own product selection, pricing, shipping configuration, and recipient list.
Order groupings are useful when:
Different recipient groups receive different products (e.g., Tier 1 gets a premium gift, Tier 2 gets a standard gift).
Some recipients receive bulk shipments while others receive individual deliveries.
You need separate product configurations under the same campaign umbrella.
Each order grouping is submitted to Shopify as its own Parent Order and appears in Shopify with a suffix like -C1, -C2, etc. (e.g., LawFirmHoliday-C1, LawFirmHoliday-C2). All groupings under one project can be covered by a single invoice, or split across multiple invoices.
Heads up! If the same recipient appears in multiple order groupings (because they're receiving different products), their name will show up multiple times in the customer dashboard. Each entry represents a different product tier — this is expected behavior, not a bug. You can explain to customers that each row corresponds to a distinct gift shipment.
Project Workflow: Draft to Fulfillment to Archive
Concierge projects follow a straightforward lifecycle:
Create the project and assign the customer.
Build orders — add products, configure pricing, and set shipping.
Collect recipient addresses — via CSV upload or by sending your customer a recipient upload link.
Validate addresses — review address validation status before proceeding.
Generate an invoice — create an invoice covering the orders and send it to your customer.
Receive payment — once the invoice is paid, you're ready to submit.
Submit orders — submit all draft orders to push them into Shopify for fulfillment. Orders remain in Draft status until you explicitly submit them, so you have full control over timing.
Archive the project — once all orders are fulfilled and invoices are settled, archive the project to keep your dashboard clean.
Important: Do not add recipients to an existing order after the invoice has been paid. Instead, create a new order within the same project for the additional recipients and generate a supplemental invoice. This keeps your financials accurate and prevents discrepancies.
Want to create an order estimate for a client?
You can create draft orders with placeholder addresses to generate estimate invoices for customer approval. Once the customer approves, edit the orders to upload actual recipient addresses via CSV before submitting to Shopify.
Project Organization Tips
Naming conventions
Choose a naming convention that works for your team and stick with it. Common approaches:
Customer + Occasion: Smith Holiday 2025
Company + Campaign: Churchill Mortgage Q4
Date-based codes: 2025-12-LAWFIRM
Keep names alphanumeric and under 16 characters where possible to avoid Shopify order number truncation.
Archiving completed projects
Once all orders are submitted and all invoices are paid, archive the project to remove it from your active dashboard view.
Click the three-dot menu in the upper right corner of the project.
Select Archive.
Confirm the action.
Archiving does not delete any data — all project information, orders, invoices, and recipients are preserved. You can unarchive a project from the same menu if needed.
Finding archived projects
If you can't locate a project in your Concierge dashboard, it may be archived.
In the Concierge projects list, check the Include Archived checkbox.
Search or scroll to find your project.
Tip: If you can't find an order or project, always toggle Include Archived first before assuming it's missing.
Notes field
Each project has a Notes field for internal use. Notes are clearly marked as not visible to the customer and are stored permanently — even after a project is completed. Use notes to document client communications, pricing agreements, handoff instructions, or any other context your team needs.
You can also add Shopify Order Tags to a project — these are separate from the internal notes field and are passed through to your Shopify orders for tracking and filtering purposes.
Troubleshooting Concierge Projects
I can't find a project or order in the dashboard.
Toggle Include Archived in the Concierge projects list. Projects (and their orders) may have been archived by a teammate.
A recipient's name appears multiple times in the customer dashboard.
This is expected when the same person is receiving gifts from multiple order groupings (different product tiers). Each entry represents a distinct shipment. Let customers know this is intentional.
I need to add recipients after the invoice has been paid.
Do not edit the existing paid order. Create a new order within the same project for the additional recipients and generate a new invoice. This keeps your financials clean.
I want to duplicate a previous project.
There is no one-click duplication feature. The workaround: download the recipient list from the previous project, adjust the CSV columns to match the Import Recipients format (including sku, quantity, and orderName as needed), and upload it to a new project.
My project name is showing up truncated in Shopify order numbers.
Only the first 16 alphanumeric characters of your project name are used in Shopify order numbers (special characters are removed). Shorten your project name or use an alphanumeric-only naming convention going forward.
There is an "Action Required" badge on my project that I've already resolved.
There is currently no way to manually dismiss "Action Required" warnings. The badge appears when there is a mismatch between submitted order totals and invoiced totals. If the issue has been resolved outside the system, the badge may persist. This is a known limitation — contact your Zest account team if needed.
I need to ship a large quantity that exceeds a single box.
Currently, the best workaround is to create separate orders for different box configurations, or to list the same address multiple times (note: this creates multiple order numbers for the same recipient). Neither option is ideal, and Zest is actively working on improvements for multi-gift consolidation.
Can I use products that aren't on my storefront?
Yes. Concierge can access any non-archived product in your Shopify catalog, even if it's not published to any sales channel. Products only need to exist in Shopify.
Can I override ship dates that are blocked on my storefront?
Yes. Concierge allows you to select ship dates outside of storefront calendar restrictions, giving you full flexibility for white-glove orders.
Is there an address book to save billing addresses?
Not currently. Customer information must be re-entered for each new project.