Returnly

Updated 7 hours ago by Leon Joksimović

With the integration between Returnly and Gorgias, you'll have a seamless support experience by having your shoppers' return information available directly within Gorgias. This allows your team to stay focused and 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 a return for the shopper.

Setup instructions

Follow the below instructions to integrate Returnly with Gorgias:

  1. Click on the main menu (top left hand corner) and navigate to Settings > Integrations
  2. In the list select HTTP
  3. Click Add HTTP Integration
  4. In the integration detail page, enter the following information into the relevant fields:

Integration name

Returnly

Description

Connected to Returnly for all your return information

Triggers

☑️ Ticket created

☑️ Ticket updated

☑️ Ticket message created

URL

https://api.returnly.com/returns.json?include=return_line_items&shopper_email={{ticket.customer.email}}

HTTP Method

GET

Response type

application/json

  1. Click Add header twice and enter the following information into the relevant fields:

Key

X-Api-Token

Value

your unique API Token from Returnly

Key

X-Api-Version

Value

2020-08

*Your unique API Token can be found in your Returnly account page here.

  1. Click Add integration

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

Your integration should look like this when you are complete:

After the integration has been set up, it will pull returns history for existing customers as well and not just for new customers' incoming returns.

How do I create the widget?

Please note that for the widget data to be created, the customer needs to have at least one Return made in the Returnly dashboard after the integration is set.

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 easier 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

FAQs

Where can I see information about Exchanges? 

Currently, we don't have a way to present exchanges in Gorgias, but this is something that's 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)

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

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.

 Please note that this integration was built by our partners and while we do support it, in case any technical issue arises, the wait time might be a bit longer than for a regular support request. Thanks for your understanding!


What do you think? Yay or Nay?