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Setting up Order Management FlowsUpdated 3 days ago

Order management flows are a feature under the Automation Add-on, which can be enabled on your widget. 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 customers don't need to start a live chat with your agents in order to get the needed information. Therefore, our order management widget portal can easily deflect and automate up to 30% of your live chat tickets!

*Note: As of now, order management flows are not considered nor treated within the helpdesk as an integration. This is simply because we are planning on scaling this feature for you guys!
However, because of this, you may notice that some of your view filters are malfunctioning, simply because they contain order management flows or quick response flows as an integration in filters, which it no longer is.

How it works

Shoppers can log into order management on your widget. 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. The option to log in using email and order number is also available if they are unable to log in using the one-time password.

*Note:  At the moment the one-time password login is only available for English speaking stores but we're working on bringing this to other stores very soon.
*Note: Please bear in mind that 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. 

Furthermore, if you set up a rule that will automatically reply to tickets upon ticket creation, please bear in mind that this will create 2 emails in the customers' inboxes - one automatic email from the order management portal letting them know they have submitted a request, and another one which would be the auto-reply rule you set up. We advise excluding these type of tickets from your auto-reply rules to prevent confusion and keep all correspondences in the same thread.

Setup instructions

Before you begin, let's confirm real quick that your store is compatible with the order management integration!

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 widget must migrate to the new widget 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. And are you one of our Add-on subscribers?

If you are, as soon as you install Gorgias on your Shopify store, a 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 store → Order Management:

2. On the next page you will have the option to set up your Quick Response Flows. More on them here.

Order Management Flow reasons

  1. As you can see the options are: Track, Report Issue, Return, Cancel.
    • 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'.
      You can choose how long ago for both, as an additional condition on the following page.
    •  Issue:
      This option is highly customizable and you can find out more about those options in this guide. By default, you will have the following options at your display:
    • Cancel:
      You can choose the eligibility window for Cancellation as well - 'Unfulfilled', 'Processing Fulfillment' or 'Pending Delivery'.
    • *Note: Please keep in mind that, with this new updatefrom the shopper's perspective the order management flow will be collapsed by default. Just trying to keep the UI a bit more clean and user friendly!

Perfect! Feel free to check out what it looks like on your webpage. Your customers will now see the order management interface when they open your widget. If they prefer to start a conversation with an agent instead, they'll still be able to do that, of course.

Order management flows

We have improved the order details your customers can see when using order management on your website!

Now you can quickly get a summary of all the important information regarding their order directly from our order management flows:

  1. Shipping information
  2. Billing information
  3. Payment information

We have recently introduced Automated Responses - the latest addition to our order management flows, available in both the chat widget and the help center!

With this powerful feature, you can now configure automated messages that will be sent to your shoppers in response to specific order management actions, such as:

  • cancelling an order

  • returning an order, or

  • reporting an issue.

Whether you want to thank customers for their purchases, provide additional information, or anything in between, Automated Responses makes it easy. Simply set up your desired response and sit back while the platform takes care of the rest.

The automated response will be sent to the shopper if they trigger any of the aforementioned active flows in the widget or help center. An option to add a “Was this helpful” prompt is possible for the “report issue” flow. Should the shopper select “Yes, thank you”, no ticket will be created and the customer interaction is fully automated.

To set up Automated Responses, navigate to the Automations menu, then select your store, and then Order Management Flows under that store. From there, Automated Responses may be added for the Return order, Cancel order, and Report order issue flows.

Shopper experience

Here is a 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 Automation Add-on subscribers. For more information about how you can use the add-on to automate 20% of your customer requests, don’t hesitate to reach out!

You will notice improved order tracking for your shoppers as part of order management flows 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.

Return Quantity

Your shoppers can select the quantity they want to return of one same item. This is convenient if your customer purchased multiple pieces of the same product.

Return with LoopReturns

Another new, and hopefully welcome addition to the return flow, is the ability to connect your Loop Returns integration with the order management return order flow!

Please have a look at this short video tutorial on how to set this up:

*Note: This is just Version 1! More to come!
*Note: Do also keep in mind please that this requires an Automation Add-on subscription as well.

So now, when your shoppers are using the 'Return an order' flow on your widget, and you have Loop Returns connected to the flow, the customer will be redirected to the Loop Returns portal as soon as they click the 'Return' button on the next page.

  1. The shopper accesses your order management flows on your widget and picks 'Return an order':

  2. Once they choose the order that they want to return on the next page, they click on 'Return'.

  3. With that action, they are redirected to the Loop Returns portal, where they will already be logged in and have a preview of all of their orders in order to pick the one that they want to return straight away:

The same flow works with your Help Center too!
If your customer wants to initiate a return using the flows on your help center, it will look something like this:

  1. The help center visitor will click on the 'Return' option as shown below:

  2. On the next page they will pick the order that they want to return:

  3. Once they hit 'Return' there, et voilà, they are once again on the Loop Returns portal where they can complete their return request! Just like in the previously described flow above.

How to install?

Easy as pie! Please follow the steps below:

  1. Access your order management settings by following the path Automation → Your Store

  2. Once there, please open the 'Order Management Flows' tab:
  3. Pick the 'Return Order' setting:
  4. There you will notice the new option! It's called 'Return Method' and presents you with a drop-down menu where you can choose the Loop integration as a return method:

  5. Remember to save your changes and you're all set! Both on your widget and on your help center.


I'm seeing the following error message on my order management portal settings page:

If you are seeing this error message, then you don't seem to have an active Shopify store integration or an active chat integration at the moment. You must integrate your Shopify store with Gorgias and activate the chat integration in order to enable the order management portal.

I took part in the beta program and now my order management portal isn't showing up or working as it was previously.

If you participated in the Beta Program and installed the widget before 02/05/2020, you may need to reinstall the widget order management portal. If your order management portal is showing up and running as expected, you do not need to change anything.

I changed my widget language, but the order management options are still in English. Why is that?

The change will reflect on the order management part of the widget as well, from your customers' perspective. This is just a minor bug at the moment where the change isn't reflected in the helpdesk UI, but is on chat.


How are billable tickets calculated for the order management widget portal?

Right now, an order management ticket is only considered billable if the customer reaches an agent.

This can be done either by clicking the "Talk to agent" button and creating a live chat or going through the issue-reporting flow to create templated tickets. If a customer clicks the "track" button and does not open a ticket, this is not considered billable.

Over time, as we build more complex automation flows that can create and close tickets without agent input (i.e. return flow that creates return labels), these tickets will be considered billable. We will provide more information as we build out new functions for the order management portal!

Once the customer started a chat with an agent and it's still ongoing, when will the chat revert back to the order management portal?

Once the customer starts a chat with you, they will still be able to go back to the order management dashboard by clicking on the little arrow next to the chat icon as shown on the screenshot below:

However, if the last message in the chat was your agent's message and the customer didn't get back to you after that for 24 hours, the chat will revert back to order management on its own. This means that, if the customer comes back and opens the chat once again after 24 hours, they won't see the conversation that they had with the agent any longer. They will be prompted to start a new one, or use the order management portal.

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