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      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. 

      Submitting an RMA creates a new ticket in Gorgias with two logs: 

      • RMA created 
      • RMA submitted 

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      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 RM.A 
      • 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

      To check whether the Gorgias Live Chat and Helpdesk are installed in your store, go to Shopify Admin > Apps.

      Note: 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, 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. 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.

      Troubleshooting the Integration 

      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.