Integration With Gorgias

ReturnGO is a Gorgias-certified partner. ReturnGO integrates with Gorgias to help you manage customer support queries regarding product returns.

Gorgias is a customer service platform that helps you provide responsive and efficient customer support. 

Capabilities 

The ReturnGO-Gorgias integration supports: 

• Automatic Gorgias ticket creation and updates.
• RMA information will appear and update your store’s support team in Gorgias. 
• A widget that enables your support team to process RMAs directly from Gorgias.

Actions that Create an Update in Gorgias 

These are the actions that create an update in Gorgias: 

• Approving or rejecting an RMA.
• Charged fees invoice sent and paid events are updated.
• Marking an RMA as shipment received.
• Validating all items. 
• Releasing an exchange. 
• Issuing store credit or a new gift card through the RMA. 
• Marking an RMA as done.

Actions that Don’t Create an Update in Gorgias 

These are the actions that do not create an update in Gorgias: 

• Issuing a refund to the original payment method. 
  • This shows up in the customer’s order history. 
• Price difference (for exchanges) charged and paid events. 
• Restocking items. 
• Leaving manual notes in the RMA. 

Requirements 

To link your Gorgias account to ReturnGO, you will need: 

• Your Gorgias subdomain
• Gorgias Live Chat and Helpdesk
  • For stores hosted on Shopify, you can check if the Gorgias Live Chat and Helpdesk are installed by going to Shopify Admin > Apps. This is not a strict requirement, as ReturnGO can still send ticket updates to Gorgias without Gorgias being installed in Shopify. However, it is strongly recommended for Shopify merchants, as refund information is only pulled from Shopify.

Linking Your Gorgias Account to ReturnGO 

To link your Gorgias account to ReturnGO: 

1. Go to Integration > Products & Services. 
2. Click on +ADD PRODUCT OR SERVICE. 
3. Choose Gorgias from the drop-down list. 
4. Click on the green checkmark.

5. Input your Gorgias subdomain.

1. 1. For example, the subdomain of https://returngo.gorgias.com would be "returngo".

6. Click CONNECT. 

7. A popup will appear where you can log in to Gorgias, and then the integration will be completed.

Configuring Helpdesk Updates per Policy Rule

You can define per policy rule whether to create tickets in your helpdesk system for RMAs using that policy rule.

By default, all policy rules will notify your helpdesk when you have a helpdesk integration configured.

RMAs using multiple policy rules will notify the helpdesk system if at least one of the selected policy rules requires it.

To configure helpdesk notifications per policy rule:

1. Go to Settings > Return Policy.
2. Click on the policy rule you want to edit.
   
3. Open the RMA Process Handling section.
4. Disable or enable the Notify Helpdesk toggle.
5. Click on the save icon to save your changes.
   
   

ReturnGO-Gorgias Widget

The ReturnGO-Gorgias widget allows your support team to manage RMAs directly from Gorgias. This feature provides a streamlined way to handle returns, with key RMA details and one-click operations available within Gorgias.

Capabilities of the Widget:

• The widget appears automatically on all Gorgias tickets that were created by ReturnGO.
• It displays critical RMA details such as items, return reasons, and prices.
• Includes action buttons for quick processing:
  
  • Approve or reject an RMA.
  • Cancel an RMA.
  • Mark an RMA as Shipment Received.
  • Validate all items.
  • Release exchange.

To trigger a refund or exchange directly from Gorgias, you can configure automation rules in ReturnGO and trigger them from Gorgias based on actions like receiving or validating items.

For example, you can set up an automation rule for auto-refund triggered by item validation. When you mark an item as Validated via the Gorgias widget button, it will automatically trigger the auto-refund.

How to Enable the Gorgias Widget

To enable the ReturnGO-Gorgias widget:

1. Go to Settings > Integrations > API and generate a ReturnGO API key.

2. Go to Settings > Integrations > Products & Services and open the Gorgias integration box.
3. Paste your ReturnGO API key into the relevant field.
4. Click on the save icon to save your changes.

Once set up, the widget will automatically appear in your Gorgias dashboard on new tickets or updates to existing ones.

Troubleshooting the Integration

Here are some common issues that might occur and how to address them.

Widget Issues

• If only the RMA status appears, and not the returned items, contact ReturnGO support to set the API mode to Strict Types.
• If you manually edit the widget or integration, and it no longer works, delete the HTTP integration from Gorgias. ReturnGO will recreate it automatically the next time a ticket is updated.
• If the integration is making too many API calls, resulting in your quota being exceeded, contact ReturnGO support to increase the quota.

Integration Issues

• If you see "(deprecated version)" next to the Gorgias integration card on ReturnGO, or if you're having issues with the integration, disconnect and reconnect the integration.

Gorgias-Related Issues

For Gorgias-related issues:

• Visit Gorgias' help article.
• Contact Gorgias support at support@gorgias.com.

For any other issues, feel free to contact ReturnGO support through chat or email.