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.
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.
- If the 'Report Issue' option isn't enabled on your self-serve portal already, please make sure to turn it on as shown in the screenshot below:
- 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.
- 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:
- 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.
1NAME: Refunded2DESCRIPTION: 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 refund7- I'd like to reorder some items8- Other
1NAME: Cancelled2DESCRIPTION: 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 order7- I'd like to reorder some items8- Other
Here's the default setup for the Processing case:
1NAME: Processing2DESCRIPTION: If order is unfulfilled, pending fulfillement or pending delivery.3CONDITIONAL STATEMENT:4- IF Shopify Fulfillment Status is empty5- 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 code9- I'd like to edit my order10- I'm past my expected delivery date11- My order should have shipped by now12- Other
For Failed, please find the default setup below:
1NAME: Failed2DESCRIPTION: 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 code8- I'd like to reorder some items9- I'd like to edit my order10- Other
1NAME: Shipped2DESCRIPTION: 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 code7- I'd like to change my shipping address8- I'd like to change the delivery date9- My order has been stuck in transit10- I'm past my expected delivery date11- I'd like to edit my order12- Other
1NAME: Delivered2DESCRIPTION: If order has been delivered.3CONDITIONAL STATEMENT:4- IF Shopify Fulfillment Shipment Status is `delivered`:5REASONS:6- I did not receive the correct order7- My order was damaged in delivery8- The items in my order are deffective9- The items are different from what I ordered10- Some items are missing from my order11- I'd like to get a refund for this order12- I'd like to edit my order13- Other
Finally, for the Fallback setup reference please see below. However, please remember that this case cannot be erased under any circumstances.
1NAME: Fallback2DESCRIPTION: 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/A4REASONS:5- I forgot to apply my discount code6- Where is my order?7- I'd like to cancel my order8- I'd like to edit my order9- Other
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].