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.
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.
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