Configuring the ReturnZap Gorgias integration

About the ReturnZap <> Gorgias Integration

With ReturnZap's native integration into Gorgias, customer service agents can now see historical return information for each customer directly in the Gorgias sidebar.

The ReturnZap sidebar will display the customer's most recent returns, with important information including:

• Return status
• Shipment status
• Return items
• Exchange items, if any are present

The ReturnZap sidebar in Gorgias also includes one click links directly into ReturnZap and a "Start a return" button which allow customer service agents to initiate a ReturnZap return on behalf of a customer, directly from within Gorgias.

Installing the ReturnZap <> Gorgias Integration

Step 1: Add ReturnZap directly from the Gorgias App Store

ReturnZap can be installed directly from your Gorgias account.

1. When logged into Gorgias, navigate to Settings > App Store > All Apps.
2. Search for ReturnZap
3. Click Connect App

Step 2: Approve Gorgias access permissions

ReturnZap requires certain access permissions from Gorgias in order to function. Gorgias will prompt to approve these permissions during the app installation process.

ReturnZap requires access to:

• Users & Teams
• Customers
• Integration & Widgets

Step 3: Configure Gorgias subdomain in ReturnZap

1. Navigate to ReturnZap Settings > Integrations > Gorgias
2. Enter in your Gorgias subdomain, which you can find in the URL you use to access Gorgias
3. Save the page

The integration is now complete, and return information will begin syncing from ReturnZap to Gorgias

Integration Features

Start a return directly from Gorgias

The customer sidebar will display a "Start return" button. This will link directly to the ReturnZap Shopify backend. You will be prompted to select the proper customer order to start a return.

View recent returns in Gorgias

The Gorgias sidebar will display the customer's 5 most recent returns, as well as details about return status and the items being returned.

Important Considerations

ReturnZap information in the Gorgias sidebar will only update when there are changes to the ticket status in Gorgias. These updates are triggered:

1. When a ticket is first created
2. When a ticket is updated, for example with a note
3. When a customer or a customer service agent responds to a ticket

ReturnZap will display the date and time that the sidebar was last refreshed at the top of the widget.