Returnly

Updated 1 week ago by Chris Lavoie

How it Works

With the integration between Returnly and Gorgias, you will have a seamless support experience by having your shopper’s return information available directly within Gorgias. This allows your team to stay focused and able to answer shopper questions faster/with less effort by viewing the return status, refund status, and refund amount. Additionally, you have a direct link to the return for the shopper.

How do I setup the integration?

Enable the Returnly integration by going to the "Integrations" portion of your Gorgias Helpdesk. You can do this by:

  1. Navigating to {yoursupportdeskdomain}.gorgias.com/app/settings/integrations, or
  2. Navigating to by clicking on “Tickets” in the top left after logging in to Gorgias and then selecting “settings” from the dropdown

Once there, please complete the following steps to connect Returnly to Gorgias:

  1. On the left-hand navigation, click Settings > Integrations.
  2. Then, under the list of Integrations select “HTTP”.
  3. Click “Add HTTP integration”.
  4. On the next screen:
  5. Click “Add integration”.

* If you are unsure of where to find your API token, please see here.

Your integration should look like this when you are complete:

Screen_Shot_2020-10-30_at_4.39.13_PM.png

Setting up an integration for Gorgias tutorial

How do I create the widget?

Once the above integration steps have been completed, you will need to create the widget. You can do this by creating a new support ticket for a test return or updating a support ticket for a test return.

After you have created a new ticket or updated an existing ticket, please follow these steps:

  1. Select the cog “Edit widgets” in the top right of the navigation bar. 
  2. Scroll until you see “HTTP Data” on the right-hand navigation. For some users the heading of “HTTP Data” does not appear and instead just a red bar appears (see image below). 
  3. Next we will be configuring the widget. First, we will be removing duplicate or unreadable fields, and then configuring other fields to make them more easy to consume.

Removing fields:

  1. Remove the entire “Links” section.
  2. Under "Header Data":
    • Remove “Id”
    • Remove “Type”
  3. Under "Attributes":
    • Remove “Ext store id”
    • Remove “RMA”
    • Remove “Shopper email”
    • Remove “Status"
  4. Remove “Relationship” section.
  5. Remove “Included” section.

Configuring fields:

  1. Update “Data”:
  2. Update “Attributes”:
    • Select the cog next to “Attributes” and then copy & paste the following into it: 
      • Title: "Return Details" (or “RMA Details”)
    • Click Submit.
  3. Under the newly named "Return Details (or “RMA Details”):
    • Click the “Created at” field and switch "Type" to “Date". Click Submit.
    • Click the “Refunded at” field and switch "Type" to “Date". Click Submit.
    • Click the “Updated at” field and switch "Type" to “Date”. Click Submit.
  4. Click Save changes.

You can reorder the fields in the widget to fit how your team will use them best by click and dragging them up and down the widget. The following is our suggested order, top to bottom:

Screen_Shot_2020-10-30_at_5.46.29_PM.png

Gorgias widget configuration tutorial

FAQs

Q: Where can I see information about Exchanges? 

A: Today we do not have a way to present exchanges in Gorgias, but this is something that is planned for the future. To review an exchange associated with a return you can select the link for the RMA and view the exchange order on the RMA details page (within Returnly).

Q: How do I view a shipping label to resend it to the shopper?

A: You will need to select the RMA number link and view the RMA details page (within Returnly) to retrieve the shipping label for a shopper.

 


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