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Help Center Order ManagementUpdated a month ago

Order management is an Automate feature, which can be enabled on your Help Center. 

It allows your customer to check their order status, tracking number, and shipping information, as well as to create templated tickets when reporting order issues. 

This means that your customer don't need to start a chat with your agents in order to get the needed information.

How it works

Shoppers can log into order management on your help center. They can then choose to receive a one-time password (6-digit verification code) via email or SMS and log in by inputting the code that they receive in the order management portal. 

Setup instructions

To activate the order management portal in your Shopify store, you must be using:

1. The newest version of the Gorgias chat on your website

Customers using the depreciated chat must migrate to the new chat to use this feature. If you do not have one, you must first create a Gorgias chat integration to use the order management portal.

2. Shopify for your backend

The order management portal is not compatible with other e-commerce platforms just yet, such as Magento or BigCommerce.

3. Automate Subscription

If you subscribe to Automateas soon as you install Gorgias on your Shopify store, an order management (help center) portal will be created automatically for you! A heads-up banner will be displayed in your help center and order management pages to notify you of this.

Ready to go? Please follow the instructions below in order to install:

1. In Gorgias, click on AutomationYour Shopify store → Connected Channels:

2. From there, choose your Help Center, and toggle "order management" to ON.

3. Back to the "order management" tab, from the drop down on your right, you will choose your Help Center preview.

For the full experience, you will want to enable all 4 order management options.

As you can see the options are: Track, Return Order, Cancel Order and Report issue. 

Here's how that will look like in the Help Center:

  • Track:
    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.
  • Returns:
    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'.As an additional condition, you can choose the time frame as well.
  • Issue:
    This option is highly customizable and you can find out more about those options and how to customize them in this guide. By default, you will have the following options on your display:

  • Cancel:
    You can choose the eligibility window for Cancellation as well - 'Unfulfilled', 'Processing Fulfillment' or 'Pending Delivery'.

Shopper experience

Here is an example of the shopper experience with an automated response configured for the return order flow in the help center:

💬 Note that this feature is only available to Automate subscribers. For more information about how you can use these features to automate 30% of your customer requests, don’t hesitate to reach out!

You will notice improved order tracking for your shoppers as part of order management in both the Gorgias Chat and Help Center integrations. 

As soon as a tracking number is added to a Shopify order, Gorgias fetches the relevant info directly from the carrier, and we're able to track the shipment, display a precise timeline of its delivery and an estimated date of arrival.

If you have any questions or concerns about this feature, you can refer to this expanded setup doc, or ultimately, reach out to us at [email protected].

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