Gorgias Integration

The Gorgias integration brings ReturnMate return data directly into your helpdesk, allowing support agents to view, create, and manage returns without switching applications.

Integration Overview

Features

Setting Up the Integration

Prerequisites

• Active ReturnMate account
• Gorgias account with API access
• Admin access to both platforms

Connection Steps

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Gorgias Connection Setup

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Using the Integration

Viewing Returns in Gorgias

When you open a ticket in Gorgias:

1. The ReturnMate sidebar widget appears
2. Shows customer's return history
3. Displays active returns with status
4. Links to full RMA details

Information Displayed

The widget shows:

• Open RMAs with current status
• Recent completed returns
• Return reasons and items
• Quick action buttons

Creating Returns from Gorgias

To create a return while handling a ticket:

1. Click Create RMA in the widget
2. Select the customer's order
3. Choose items and reason
4. Create the return
5. RMA is linked to the ticket

Sync Behaviour

What Syncs to Gorgias

Sync Timing

• Real-time for most events
• Occasional delays during high volume
• Manual sync available if needed

Configuration Options

Ticket Tagging

Automatically tag tickets with:

• return:pending
• return:in-transit
• return:received
• return:resolved

Enable in Settings → Integrations → Gorgias → Tagging.

Note Visibility

Choose who sees sync notes:

• Internal Only - Staff notes only
• Customer Visible - Included in customer view

Auto-Linking

Enable automatic ticket linking:

• When customer emails about return
• Gorgias detects order/RMA numbers
• Links ticket to ReturnMate RMA

Troubleshooting

Widget Not Appearing

If the sidebar widget doesn't show:

1. Verify integration is connected
2. Check Gorgias app is authorised
3. Clear browser cache
4. Contact support if persists

Sync Not Working

If updates aren't syncing:

1. Check integration status in settings
2. Verify webhook endpoints are accessible
3. Review error logs
4. Reconnect integration if needed

Permission Errors

If you see permission errors:

1. Re-authorise the integration
2. Ensure your Gorgias role has required access
3. Check ReturnMate permissions

Best Practices

• Train agents on the widget features
• Set up ticket tags for filtering
• Configure appropriate note visibility
• Monitor sync status regularly
• Use linked tickets for context

Related Articles

• Integrations Overview
• Webhooks & Reliability
• Email Templates