Gorgias logo
Gorgias logo

All collections

Self-Service: Customize Report Issue Reasons

Report Issue is one of the options your customers can choose when using self-service on your chat widget. They can use this option to open a ticket notifying your customer support team that something is wrong with their order.


To use this feature you will first need to set up Self-Service on your Gorgias chat widget. If you want to be able to customize the conditions in which the different issues are displayed, you'll also need the have the automation features enabled.


How it works

Once the shopper opens the chat widget on your website, they will be presented with self-service flows that you have enabled in the settings. Among others, they can choose to report an issue with their order. This flow will give them further options to specify their request as much as possible on each page. Depending on their order, fulfillment, shipment or financial statuses and the customizations you defined, they will have different options to choose from. Finally, a ticket will be opened and you will be ready to handle it using your Gorgias helpdesk.


Setup instructions

  1. If the 'Report Issue' option isn't enabled on your self-serve portal already, please make sure to turn it onas shown in the screenshot below:


  1. Once you click on the arrow next to the toggle switch, you will be taken to a page where you can customize the reasons and the conditions around how Report Issue will be displayed for your customers. They can then select them when reporting an issue with their order.
    Please keep in mind that the reasons (for reporting an issue) you have selected will only appear when the conditions are met according to the statuses defined for the orders.
    Furthermore, the 'Fallback' option will always remain available and you can also customize the reasons it contains.

The system will check the cases in the order they are displayed on this page, so feel free to change the order if you wish by dragging and dropping the tiles on the list.


Please keep in mind that if you delete one of the default cases on this list, you won't be able to bring it back but you can always refer to this guide and create them again. 👍


  1. If you wish to create your own custom reason, please follow these steps. First, click on '+ New case'at the top right corner of the dashboard:


  1. The next page will present you with a dashboard where you can choose the title, the description, the reasons and the conditions for your new custom case. Once you are happy with the setup, simply press 'Add new case'and find it displayed on your chat.


The default setup

Once enabled, the 'Report Issue' feature comes with 6 pre-defined cases and a fallback setup in the following order:


Feel free to open them and edit the list of reasons to only select the ones that are relevant to your store.

If you ever need to get back to the initial settings, here are the descriptions of the default cases below listed in the right order of priority. Don't hesitate to adjust your settings and come back to this guide if needed.


Refunded


1NAME: Refunded
2DESCRIPTION: If order has being fully or partially refunded.
3CONDITIONAL STATEMENT:
4- IF Shopify Financial Status is `refunded`, `partially_refunded`:
5REASONS:
6- I didn't get my refund
7- I'd like to reorder some items
8- Other


Canceled


1NAME: Cancelled
2DESCRIPTION: If order has been cancelled.
3CONDITIONAL STATEMENT:
4- IF Shopify Fulfillment Status is `cancelled` OR IF Shopify Order Status is `cancelled`
5REASONS:
6- I'd like to get a refund for this order
7- I'd like to reorder some items
8- Other


Processing

Here's the default setup for the Processing case:

1NAME: Processing
2DESCRIPTION: If order is unfulfilled, pending fulfillment or pending delivery.
3CONDITIONAL STATEMENT:
4- IF Shopify Fulfillment Status is empty
5- OR IF Shopify Fulfillment Status is `pending`, `open`
6- OR IF Shopify Fulfillment Shipment Status is `label_printed`, `label_purchased`
7REASONS:
8- I forgot to apply my discount code
9- I'd like to edit my order
10- I'm past my expected delivery date
11- My order should have shipped by now
12- Other


Failed

For Failed, please find the default setup below:

1NAME: Failed
2DESCRIPTION: If order is fulfillment or delivery failed.
3CONDITIONAL STATEMENT:
4- IF Shopify Fulfillment Status is `error`, `failure`
5- OR IF Shopify Fulfillment Shipment Status is `failure`
6REASONS:
7- I'd like a discount code
8- I'd like to reorder some items
9- I'd like to edit my order
10- Other


Shipped


1NAME: Shipped
2DESCRIPTION: If order has shipped or delivery is ongoing.
3CONDITIONAL STATEMENT:
4- IF Shopify Fulfillment Shipment Status is `confirmed`, `in_transit`, `out_for_delivery`, `attempted_delivery`, `ready_for_pickup`:
5REASONS:
6- I forgot to apply my discount code
7- I'd like to change my shipping address
8- I'd like to change the delivery date
9- My order has been stuck in transit
10- I'm past my expected delivery date
11- I'd like to edit my order
12- Other


Delivered


1NAME: Delivered
2DESCRIPTION: If order has been delivered.
3CONDITIONAL STATEMENT:
4- IF Shopify Fulfillment Shipment Status is `delivered`:
5REASONS:
6- I did not receive the correct order
7- My order was damaged in delivery
8- The items in my order are deffective
9- The items are different from what I ordered
10- Some items are missing from my order
11- I'd like to get a refund for this order
12- I'd like to edit my order
13- Other


Fallback

Finally, for the Fallback setup reference please see below. However, please remember that this case cannot be erased under any circumstances.

1NAME: Fallback
2DESCRIPTION: Considered when no other conditions are met, for instance if the order status is unavailable or not listed in any of the conditions above.
3CONDITIONAL STATEMENT: N/A
4REASONS:
5- I forgot to apply my discount code
6- Where is my order?
7- I'd like to cancel my order
8- I'd like to edit my order
9- Other


Please just keep in mind that when you change your chat language, the self-serve will change too to match the update, but only from your customer's perspective. In the Gorgias helpdesk UI you will still see the original English. This is a temporary behaviour that we're working on fixing soon. 👍


If you have any follow-up questions or need any further assistance with the setup of this feature, please feel free to reach out to our Support Team anytime via live chat or email at [email protected].



Was this article helpful?
Yes
No