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Order statuses and possible shopper actionsUpdated 2 months ago

This guide will cover all of the currently supported shipment statuses on our self-service portal feature, as well as the actions accessible by shoppers depending on the presented status.

As a quick reminder, here's an example of where the shipment status will usually be visible on the portal interface:

Shipment Statuses

Gorgias integrates with various e-commerce platforms. To support the same functionalities, we have therefore defined Gorgias order and shipment statuses that map to the e-commerce platforms.


Below is the exhaustive list of supported statuses and their descriptions:

Mapping Shopify

Each Shopify status indicator has its own parallel within the Gorgias self-service portal. The table below shows which Shopify status corresponds to which Gorgias status. Note that when it comes to Shopify, there are several types of statuses, Order Statuses and Order Fulfillment Statuses. In the table below, the Shopify statuses correspond to order fulfillment statuses, specifically:

  • Shopify Fulfillment Status: Fulfillment Status in fulfillment object → fulfillment.status
  • Shopify Shipping Status: Shipment Status in fulfillment object → fulfillment.shipment_status
For 'Shipment Status Unavailable' and 'Status Unavailable' the portal simply won't show any indicator, the field will be blank.

Actions Availability

Depending on the order shipment status, your customers will be able to take certain actions using the self-service portal, such as track, cancel or return an order, or report an issue about their order.

By default, Gorgias provides a baseline set of rules about which actions are displayed depending on the shipment's statuses. Inside the Self-service Settings page you can set up additional configurations about the actions themselves and / or conditions about when to make them available or not. For instance, you might want to set an eligibility period for the orders that you authorize shoppers to return in order to match with your company's return policy. You can learn more about setting your conditions for these actions in this guide here.

Self-service comes with the following preset conditions below. Using the self-service settings you can apply more restrictive conditions like eligibility windows for returns for example.

For example, if the status says 'Pending Delivery', the customer will be able to track that order, cancel it, or report an issue with that order. However, they can only try to return the order if it has been 'Delivered'.

When the customer requests the cancellation or a return, the action will not be automatically executed. Using rules, you can tag these kinds of requests and then prioritize them. Additionally, you can set an auto-response that will let your customers know that their request is being reviewed.

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