Contents
- What is it?
- How does it work?
- How do I set up the integration?
- How to I set up the Returnly side of things
- Troubleshooting
What is it?
Returnly satisfies an important component of the post-purchase sales process by providing low-friction, self-service returns solutions to customers of ecommerce sites. While this is effective for the majority of cases, sometimes customer service personnel must get involved. CRM platforms like Kustomer allow Customer Support Representatives (CSRs) view information about the customer, the order, and any interactions the customer has previously had with the site. Having all this information handy makes for an efficient customer service transaction, but if chunks of the customer journey are missing, it can create an inefficient and frustrating experience for the CSRs and the customer. By integrating more information into the CRM, CSRs can be more effective at their job and provide greater satisfaction to the customer.
This integration is available at no additional cost for merchants on our Premium (Annual) plan.
How does it work?
Below are what the Kustomer <> Returnly integration looks like.
First up, we have an example of a Customer Support Representative's view: Returnly information is directly piped into the Kustomer interface under 3 tabs: Information, Items, and Tracking.
Under the Information tab, you have RMA information, customer information, and a breakdown of the charges.
Under the Items tab, you have each item (if multiple) within the order listed. You'll see where the items will be returned to, as well as what the reason and sub-reasons for return are.
Under the Tracking tab, you'll see the return item specifics, including carrier, weight, return shipping label used, and tracking number.
The information available in the integration will allow CSRs to more readily answer and assist customers seeking additional insight on their return. If further details or actioning of the RMA is required, the "View in Returnly" button can be clicked through to jump to the RMA's record within the Return Manager.
How do I setup the integration?
Below are the same steps shown in the video for setting up the integration:
- Within Kustomer, click the 3x3 grid icon on the left-hand menu > App Directory > Explore Directory
- Scroll down or input Shopify in the search bar. On the app page, click Install. If you already have an existing version, it will say Upgrade instead.
- Once installation is complete, click on Go to Settings.
- On the settings page, you'll see a Manage Stores sub section. Click the +Add Store button.
- You get this prompt: Click on Go to Shopify.
- You'll be redirected to Shopify's Kustomer landing page. You'll want to click Add app.
- If you aren't already logged into your Shopify store, do so here.
- You'll see an informational screen that tells you what data the integration can access/pass along. Click on Install App.
- Next, make sure you log into your correct Kustomer organization.
- If done successfully, you'll see this prompt appear.
- You're almost done! Next, go back to the Shopify app with Kustomer's App directory. Click on Go to Settings.
- Under the Manage Stores section, find your store and click on the overflow menu (3 vertical dots). You'll then click Import Orders.
- You'll see this dialog box appear. Click on Begin Import.
- Once this has been started, you'll see this confirmation message appear. You'll need to wait for a bit before all your records come in. Once you're in, the integration is all set up with Shopify!
How do I setup the Returnly side of things?
In order to connect Kustomer to Returnly, you will want to:
- Within Kustomer, click the 3x3 grid icon on the left-hand menu > App Directory > Explore Directory
- Use the search bar to find Returnly. Click on it and then Install it.
- Once installed, click on Go to Settings.
- You'll see a field where you enter in your Returnly API Token. If you enter the wrong token or number, you'll see a failure message.
Entering in the correct token (Instructions on where to find this within Returnly can be found here) gives you a success message.
That's it!
If you are on a Premium (Annual) plan and would like to leverage the Kustomer integration, go ahead and give it a try! If you encounter any issues, please reach to our Merchant Care team at support@returnly.com.
Troubleshooting
Problem: Setup error message, "Integration failed. Please check your token and try again."
Solution: It's likely that the inputted API token is incorrect or expired. Make sure to use the copy button in the Returnly Merchant Dashboard to copy the API token and paste it directly into the Kustomer field and try again. If the issue still persists, this error could be generated by a Returnly API outage. Please reach out to our merchant care team at support@returnly.com for further analysis.
Problem: Kustomer is no longer importing or updating RMAs and/or Merchant has received an email from Returnly that their webhooks are failing.
Solution: Navigate to the settings page for the Returnly App within Kustomer. By simply visiting the settings page, the Returnly app will perform a webhook health check and attempt to repair any broken webhooks with the existing credentials.
Problem: Merchant wants to disable the Returnly App within Kustomer.
Solution: Within Kustomer, navigate to Apps > App Directory > Installed Apps > Returnly and toggle the "App Active" toggle.
