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Help Center Order ManagementUpdated 5 months ago

Order Management is part of Automate and can be used in your Help Center.

With Order Management, your customer can choose to receive a one-time password (6-digit verification code) via email or SMS to log in by inputting the code in the Order Management portal. 

There, they can check their Order Status, Tracking Number, and Shipping Information on their own, so they don't need to contact you to get the needed information. They can also create templated tickets when reporting Order Issues.


To activate the Order Management portal in your Help Center, you need to make sure all 3 of these conditions are met.

Gorgias Chat is installed on your website

If you don't have a Gorgias Chat integration, you must first create it to use the Order Management portal.

Shopify is your backend

The Order Management portal isn't currently compatible with other e-commerce platforms.

You have an Automate Subscription

If you're an Automate subscriber, as soon as you install Gorgias on your Shopify store, an Order Management portal will be created automatically for you.



Almost certainly the most common question that you'll get asked is if your shoppers can get the status of their order - this option will automate those responses for you, you just need to write the text of the message.


This option will allow your customers to file a return request directly from your Order Management portal - you can choose the conditions for eligibility, either Order Created or Order Delivered, and how many days ago, then type your response. 


You can choose the eligibility window for cancellation as well - Unfulfilled, Processing Fulfillment, or Pending Delivery, then type the text of your response.

Report Issue

This option is highly customizable and you'll have the following options on your display:


1. Navigate to Automate → your Shopify store → Channels.

2. Choose your Help Center, and toggle Order Management ON.3. Go to the Order Management tab above the Channels tab and choose your Help Center from the dropdown in the top right to see a preview.

4. Here you can customize and toggle the following Order Management flows - Track, Return, Cancel, and Report Issue

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