Gorgias Support Integration

  • Updated

Contents

  1. Setting up the Integration 
  2. Creating the Widget
  3. FAQs

 

With the integration between Returnly and Gorgias, you will have a seamless support experience by having your shopper’s return information available directly within Gorgias. This allows your team to stay focused and able to answer shopper questions faster/with less effort by viewing the return status, refund status, and refund amount. Additionally, you have a direct link to the return for the shopper.

 

 

Setting up the Integration 

 

Access Gorgias Settings

On your Gorgias account {yoursupportdeskdomain}.gorgias.com/app, navigate to Settings.

There are two ways of accessing your Gorgias Admin settings.

 

Option A

  • Navigate to Tickets (located on the top left corner), click on the three-dot menu, and select Settings.

ppt_georgias_settings.pngppt_gorgias_tickets_settings.png

  • Then, click "Integrations".

ppt_gorgias_integrations.png

Option B

  • Navigate to {yoursupportdeskdomain}.gorgias.com/app/settings/integrations

 

Enable Returnly Integration

  • On Gorgias Integrations, select “HTTP”.

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  • On HTTP Integration, click “Add HTTP integration”.

ppt_gorgias_add_HTTP.png

  • The Integrations screen is then displayed.

ppt_gorgias_http_screen.png

  • For the "Integration name" section, enter “Returnly”.
  • For the "Description" section, enter "Connected to Returnly for all your return information”.

ppt_gorgias_integrations_screen_name_description.png

ppt_gorgias_http_method.png

  • Under “Headers," click “Add header”.

ppt_gorgias_header.png

  • Then, enter the following as combined key/value: 

gorgias_table.png

  • Click “Add integration”.

Note: If you are unsure of where to find your API token, please see here.

  • Your integration should look like this when you are complete:

Screen_Shot_2020-10-30_at_4.39.13_PM.png

  • The Returnly integration has now been enabled.

 

Creating the Widget

 

Prerequisites

  • In Returnly, create a test return, and using the same email address as the return, create a support ticket in Gorgias
    or
  • In Gorgias, create a support ticket, and then create a return in Returnly for the same email address.

Note: The starting point could be either the test return (in Returnly) or the support ticket (in Gorgias), as long as the email address is the same in both instances.

 

Creating the Widget

  • Once a ticket has been successfully created or updated, click on the settings gear icon “Edit widgets” (located on the top right corner of the navigation bar). 

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  • The Manage widgets screen is then displayed. 

ppt_gorgias_manage_widgets.png

  • Scroll down until you see “HTTP data”. 

Note: For some users the heading of “HTTP data” does not appear and instead just a red bar is shown (see image below).  Screen_Shot_2020-10-30_at_4.42.21_PM.png

 

Configuring the widget

 

First, we will be removing duplicate or unreadable fields, and then configuring other fields to make them easier to consume.

Note: Drag and drop values on the main screen into the sidebar (right-hand side) to preview layout as it will show next to your tickets. 

 

Removing duplicate or unreadable fields

  • On the right-hand side of your screen, hover over the attribute you would like to remove and click on the X mark icon.  

ppt_gorgias_remove_field.png

Fields

1. Remove the entire “Links” section.

2. Under "Header Data":

  • Remove “id”
  • Remove “Type”

3. Under "Attributes":

  • Remove “Ext store id”
  • Remove “RMA”
  • Remove “Shopper email”
  • Remove “Status"

4. Remove “Relationship” section.

5. Remove “Included” section.

Configuring fields

1. Update “Data”:

  • Hover over the Data card on the widget, and select the settings gear icon.

ppt_gorgias_gear_icon.png

  • Then, copy & paste the following into it: 

 

Title: “RMA {{id}} - {{attributes.status}}”

Link: https://dashboard.returnly.com/dashboard/returns/{{id}}

ppt_gorgias_data_card_filled_out.png

  • Click "Submit".

 

2. Update “Attributes”:

    • Select the settings gear icon next to “Attributes” and then copy & paste the following into it: 
      • Title: "Return Details" (or “RMA Details”)
    • Click "Submit".

 

3. Under the newly named "Return Details (or “RMA Details”)":

    • Click the “Created at” field and switch "Type" to “Date". Then, click "Submit".
    • Click the “Refunded at” field and switch "Type" to “Date". Then, click "Submit".
    • Click the “Updated at” field and switch "Type" to “Date”. Then, click "Submit".
    • Click "Save changes".

Once you have configured the widget, you can reorder the fields to fit how your team will use them best by clicking and dragging them up and down the widget. The following is our suggested order, top to bottom:

Screen_Shot_2020-10-30_at_5.46.29_PM.png

 

 

FAQs

 

Q: Where can I see information about Exchanges? 

A: At present, we do not have a way to present exchanges in Gorgias, but this is something that is planned for the future. To review an exchange associated with a return you can select the link for the RMA and view the exchange order on the RMA details page (within Returnly).

Q: How do I view a shipping label to resend it to the shopper?

A: You will need to select the RMA number link and view the RMA details page (within Returnly) to retrieve the shipping label for a shopper.

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