Self-Service: Customize Report Issue Reasons

Updated 1 week ago by Tamara Zaric

Report Issue is one of the options your customers can choose when using self-service on your chat widget. They can use this option to open a ticket notifying your customer support team that something is wrong with their order.

To use this feature you will first need to set up Self-Service on your Gorgias chat widget. If you want to be able to customize the conditions in which the different issues are displayed, you'll also need the have the automation features enabled.

How it works

Once the shopper opens the chat widget on your website, they will be presented with self-service flows that you have enabled in the settings. Among others, they can choose to report an issue with their order. This flow will give them further options to specify their request as much as possible on each page. Depending on their order, fulfillment, shipment or financial statuses and the customizations you defined, they will have different options to choose from. Finally, a ticket will be opened and you will be ready to handle it using your Gorgias helpdesk.

Setup instructions

  1. If the 'Report Issue' option isn't enabled on your self-serve portal already, please make sure to turn it on as shown in the screenshot below:

  1. Once you click on the arrow next to the toggle switch, you will be taken to a page where you can customize the reasons and the conditions around how Report Issue will be displayed for your customers. They can then select them when reporting an issue with their order.
    Please keep in mind that the reasons (for reporting an issue) you have selected will only appear when the conditions are met according to the statuses defined for the orders.
    Furthermore, the 'Fallback' option will always remain available and you can also customize the reasons it contains.

The system will check the cases in the order they are displayed on this page, so feel free to change the order if you wish by dragging and dropping the tiles on the list.

Please keep in mind that if you delete one of the default cases on this list, you won't be able to bring it back but you can always refer to this guide and create them again. 👍

  1. If you wish to create your own custom reason, please follow these steps. First, click on '+ New case' at the top right corner of the dashboard:

  1. The next page will present you with a dashboard where you can choose the title, the description, the reasons and the conditions for your new custom case. Once you are happy with the setup, simply press 'Add new case' and find it displayed on your chat.

The default setup

Once enabled, the 'Report Issue' feature comes with 6 pre-defined cases and a fallback setup in the following order:

Feel free to open them and edit the list of reasons to only select the ones that are relevant to your store.

If you ever need to get back to the initial settings, here are the descriptions of the default cases below listed in the right order of priority. Don't hesitate to adjust your settings and come back to this guide if needed.

Refunded

NAME: Refunded
DESCRIPTION: If order has being fully or partially refunded.
CONDITIONAL STATEMENT:
- IF Shopify Financial Status is `refunded`, `partially_refunded`:
REASONS:
- I didn't get my refund
- I'd like to reorder some items
- Other

Canceled

NAME: Cancelled
DESCRIPTION: If order has been cancelled.
CONDITIONAL STATEMENT:
- IF Shopify Fulfillment Status is `cancelled` OR IF Shopify Order Status is `cancelled`
REASONS:
- I'd like to get a refund for this order
- I'd like to reorder some items
- Other

Processing

Here's the default setup for the Processing case:

NAME: Processing
DESCRIPTION: If order is unfulfilled, pending fulfillement or pending delivery.
CONDITIONAL STATEMENT:
- IF Shopify Fulfillment Status is empty
- OR IF Shopify Fulfillment Status is `pending`, `open`
- OR IF Shopify Fulfillment Shipment Status is `label_printed`, `label_purchased`
REASONS:
- I forgot to apply my discount code
- I'd like to edit my order
- I'm past my expected delivery date
- My order should have shipped by now
- Other

Failed

For Failed, please find the default setup below:

NAME: Failed
DESCRIPTION: If order is fulfillment or delivery failed.
CONDITIONAL STATEMENT:
- IF Shopify Fulfillment Status is `error`, `failure`
- OR IF Shopify Fulfillment Shipment Status is `failure`
REASONS:
- I'd like a discount code
- I'd like to reorder some items
- I'd like to edit my order
- Other

Shipped

NAME: Shipped
DESCRIPTION: If order has shipped or delivery is ongoing.
CONDITIONAL STATEMENT:
- IF Shopify Fulfillment Shipment Status is `confirmed`, `in_transit`, `out_for_delivery`, `attempted_delivery`, `ready_for_pickup`:
REASONS:
- I forgot to apply my discount code
- I'd like to change my shipping address
- I'd like to change the delivery date
- My order has been stuck in transit
- I'm past my expected delivery date
- I'd like to edit my order
- Other

Delivered

NAME: Delivered
DESCRIPTION: If order has been delivered.
CONDITIONAL STATEMENT:
- IF Shopify Fulfillment Shipment Status is `delivered`:
REASONS:
- I did not receive the correct order
- My order was damaged in delivery
- The items in my order are deffective
- The items are different from what I ordered
- Some items are missing from my order
- I'd like to get a refund for this order
- I'd like to edit my order
- Other

Fallback

Finally, for the Fallback setup reference please see below. However, please remember that this case cannot be erased under any circumstances.

NAME: Fallback
DESCRIPTION: Considered when no other conditions are met, for instance if the order status is unavailable or not listed in any of the conditions above.
CONDITIONAL STATEMENT: N/A
REASONS:
- I forgot to apply my discount code
- Where is my order?
- I'd like to cancel my order
- I'd like to edit my order
- Other

If you have any follow-up questions or need any further assistance with the setup of this feature, please feel free to reach out to our Support Team anytime via live chat or email at support@gorgias.com.


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