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/Features: Return Order feature, Order Management, Loop Returns integration. Questions Answered: How to enable customer return requests for orders or items, configure return eligibility (e.g., within X days of order creation/delivery), choose between an automated response or direct Loop Returns integration for processing returns, and link your Gorgias Return Order flow to your Loop Returns portal using an API key. Key Concepts/Keywords: Return Order, customer returns, return requests, Order Management, Workflows, Shopify, Loop Returns, integration, eligibility window, automated response, API key, returns management.
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 feature, Order Management, Workflows. Questions/Problems: How to enable and customize the "Track Order" feature in Gorgias. Explains how customers view their order journey (timestamps, destination, real-time Shopify updates) and report issues. Provides setup steps for configuring Track Order messages. Key Concepts/Keywords: Track Order, Order Management, Gorgias, Shopify, real-time tracking, shipping status, order updates, customer experience, settings, customization, e-commerce.
Configure Cancel Order option
Main Topic/Features: Gorgias "Cancel Order" option, Workflows, Order management. Answers: How to enable and configure customer order cancellation requests in Gorgias. How to set eligibility windows based on order status (Unfulfilled, Processing Fulfillment, Pending Delivery). How to customize automated responses for cancellation requests. Keywords: Cancel order, customer request, Shopify, order management, eligibility, order status, custom reply, e-commerce, configure, setup.
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.