Report order issue 101
Main topic/Features: Report order issue feature (part of Order Management), AI Agent subscription. Answers: How customers submit order-related inquiries, how tickets are automatically created with order and customer details, how to customize and conditionally display issue options based on order status (e.g., Delivered) for Chat, Help Center, and Contact Forms. Key concepts/Keywords: Customer self-service, order inquiry, issue reporting, ticket automation, conditional display, order status.
Return Flow with Loop Returns
Main topic/features: Loop Returns integration with Gorgias Order Management, AI Agent, Chat, Help Center, Workflows. Questions/problems: How to connect & configure Loop Returns for customer order returns. Shopper experience for returns initiated via Gorgias Chat or Help Center. Keywords: Loop Returns, Order Management, returns, AI Agent, integration, self-service, customer support, return method, workflows, shopper experience.
Default scenarios
Main Topic/Feature: Gorgias Report Issue feature, order issue scenarios. Questions/Problems: How to configure and use pre-defined or custom scenarios for various customer order issues. What self-service options customers have for refunded, cancelled, processing, failed, shipped, delivered, or undefined order statuses. How to customize, edit, or create new scenarios. Key Concepts/Keywords: Report Issue, scenarios, order status, customer support, self-service, customization, refunded, cancelled, processing, failed, shipped, delivered, fallback, refund, reorder, edit order, discount, delivery, shipping, damaged, defective, missing items.
Set up a return flow with Order Management
Main Topic: Return Order Flow Feature Names: Order Management, Loop Returns Integration, Return Order Answers: How to set up customer return requests in Gorgias. How to integrate with Loop Returns for returns. How to define return eligibility windows. How to configure automated responses or redirect to Loop Returns. Key Concepts: Return Order, Order Management, Workflows, Eligibility Window, Automated Response, Loop Returns, Shopify Integration, API Key. Keywords: returns, order returns, customer returns, return request, Loop Returns, Gorgias, order management setup, return flow, ecommerce returns.
Order Management: create a new scenario to report order issues
Main topic and feature names: Gorgias 'Report order issue' option in Order Management Workflows, Scenarios, automated customer replies Questions or problems this article answers: How to enable and customize shopper self-reporting for order problems (shipping, returns, refunds, cancellations). How to create custom order issue scenarios with specific order conditions and automated responses for shoppers. Key concepts and keywords: Self-service, customer support, order issues, Gorgias, Shopify, order conditions, automated replies, workflows, issue reporting, customer experience
Order Management 101
Main Topic & Features: Order Management for customer self-service. Features include Track, Return, Cancel, Report order issue, and Order Summary. Requires AI Agent subscription, supports Shopify stores only. "Track and Return" is auto-enabled. Questions/Problems Answered: How customers check order status, get tracking/shipping info, and create templated tickets. How to log in via OTP (email/SMS). Limitations (no auto refunds/cancellations, agents intervene). How to handle auto-reply rules for Order Management tickets. Details on specific features like tracking, return requests (Loop Returns integration), cancellation requests, and reporting order issues. Provides shipping, billing, and payment info. Addresses chat-to-OM portal transition, common error messages (missing Shopify/Chat integration), and language display issues. Key Concepts & Keywords: Customer self-service, order status, order tracking, shipping, returns, cancellations, order issues, automation, AI Agent, Shopify, Loop Returns, OTP, troubleshooting, error.
Configure Track Order option
Main Topic/Features: Track Order, Order Management, Workflows Questions/Problems: How do customers track orders in Gorgias? How to enable/configure Track Order feature? How to customize order tracking messages? How to report issues from tracking? Key Concepts/Keywords: Order tracking Real-time updates Shopify integration Custom messages Shipping timeframes Customer self-service Workflows Tools Ecommerce store Unfulfilled orders
Configure Cancel Order option
Main Topic: Order Cancellation Management Feature Names: Cancel Order, Workflows, Tools, Order Management, Eligibility window, Response text. Questions Answered: How do I set up the "Cancel Order" option for customers? Where can I configure order cancellation eligibility? How do I customize the automatic response to cancellation requests? How do I manage multi-store order cancellation settings? Key Concepts & Keywords: Customer self-service, order cancellation, Shopify integration, unfulfilled orders, processing fulfillment, pending delivery, custom replies, automated messages, Gorgias settings, workflows, order management tools.
Order statuses and possible shopper actions
Main topic: Gorgias Order Management portal shipment statuses and customer actions. Answers: Explains supported Gorgias order/shipment statuses, their descriptions, how Shopify fulfillment/shipping statuses map to Gorgias, and the customer self-service actions (track, cancel, return, report issue) available based on each status. Keywords: Gorgias, Order Management portal, shipment status, order status, Shopify integration, fulfillment status, shipping status, customer actions, track, cancel, return, report issue, Unfulfilled, Processing Fulfillment, Pending Delivery, In Transit, Out for Delivery, Delivered, Failed Delivery, Cancelled, Refunded.