Order Management: create a new scenario to report order issuesUpdated 23 days ago

You can use the Report order issue option in Order Management to allow shoppers to self-report problems with their order. There are several pre-built, default scenarios that shoppers can select, including issues about shipping, returns, refunds and order cancellations.

You can also create your own scenarios if you want to keep shoppers additional ways to report a problem. For example, you might create a workflow for shoppers to provide order feedback.

Create a new scenario

1. Go to Settings > Order Management
   
   
   • If you have more than one ecommerce store connected to Gorgias, use the dropdown menu in the top right-hand corner to switch between stores
2. Select Report order issue, then click on Create scenario
3. Enter a Scenario name and description
4. Use the dropdown menus to set Order conditions
   
   
   • These are the conditions that must be met in order for shoppers to select this issue from Order Management. 
   • You can choose from 4 Shopify values, including Order Status, Shipment Status, Fulfillment Status, Financial Status
   • Use logical expressions like `is one of` or `is empty` to create conditions
5. Select Add Option to insert one or more options for the shopper to report their issue
   
   
   • Each option represents an issue the shopper can choose
   • Enter a message in the Response text to send an automatic reply when the shopper chooses an option
   • Use the toggle to enable or disable Ask customers if your response was helpful. A ticket is created only if the shopper says they need more help.