Gorgias is a helpdesk designed with e-commerce in mind. It can help you provide multi-channel services to your shoppers from one single app. Get customer data across multiple products you use to make life for your customers easier.
Return Rabbit helps you keep track of return and exchange requirements of your customers, something which isn’t possible end-to-end on Shopify. If you’re already integrated with Gorgias, you will see Shopify data and respond shopper questions faster. After integrating your Return Rabbit account with Gorgias, you will also get their Return Rabbit details in Gorgias itself, so that your Customer Support team has all the information that they need to address a shopper’s questions, right from Gorgias itself.
Integrating Gorgias and Return Rabbit is a two-step process, after which you will tailor Gorgias to your needs.
Let’s breakdown the process so it is easy to understand:
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Get API Key from Return Rabbit
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Add the Return Rabbit API Key and URLs into Gorgias
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Add other configurations within Gorgias
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Save & Set up the integration
Now, let’s take each of these steps and walk through them.
API Keys are your way of connecting two products that communicate with each other. To get Return Rabbit API Keys, please follow the steps below:
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Open your Return Rabbit merchant portal.
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Navigate to Settings → Manage API Tokens
API Token Generation
You can may generate up to 3 API tokens at a time. The tokens will only be visible to you once when they have been created. Make sure to save the token when you see it. If you lose your full copy of an API token, you may delete a token and create a new one.
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To add a token, click on Generate A Token
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Fill out the form to generate a token.
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Select ‘Service Request API’.
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Add a Georgias to the Details so you remember what you are using the token for
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Add the email of your developer as an Emergency Developer Contact to be notified about the changes in API.
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Click on Generate Token.
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Copy the API Key and save it somewhere secure.
All done.
Now that you have your API Token, it’s time to set up the integration on Gorgias.
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Go to your Gorgias control center.
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Navigate to Settings.
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Go to Integrations in the General tab.
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Scroll to the ‘HTTP’ integration option and click on it.
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On the top right of the page, click on ‘Add HTTP Integration’.
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Fill in the details for the integration.
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Add the desired Integration name and Description.
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Please ensure that all the triggers are selected.
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Copy and paste the following URL:
️ https://api.returnrabbit.app/v1/service-requests/?customer_email={{ticket.customer.email}}
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For HTTP method, use GET
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Response content type should say application/json . Please do not change this option.
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Click on ADD HEADERS
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Add your API Key and Value in the headers section:
️ In the Key field add the following: Authorization
In the Value field, add the word ‘Token’ followed by your API Key (Ex: If your api key is abc1234, write Token abc1234)
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Once finished filling out the form, at the bottom of the page click on Add Integration
To get to the widget editor, please follow the steps below:
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Start by clicking on Create Ticket on Gorgias:
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Search for a pre-existing customer with both a Shopify purchase and a Return Rabbit return or exchange)
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Click on the customer name and click Set as customer.
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Once set as a customer, move to the left-hand panel.
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Click on the e-mail icon and select Leave an Internal Note
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Add a subject at the top of the middle section and look for a template under the lightning icon. Select any template.
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Click on Send
Once you have sent the e-mail, go to Settings → Integrations → HTTP
Select your integration. You will see two tabs at the top of the page, Settings and Logs. Click on Logs.
There, you will see list of responses you are getting from the API. Select the response. It will look something like this:
Now, it’s time to set up your widget.
The Gorgias widget is where you will see all the data that is coming in from the API. You can edit your widget and show the data that works best for you.
Next we will set up a Gorgias widget and edit the displayed data fields.
To get to the widget editor, please follow the steps below. We’ll start by repeating the same process used to test the API response:
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Start by clicking on Create Ticket on Gorgias:
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Search for a pre-existing customer (A customer who has done both Shopify purchase and a return rabbit return or exchange)
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Click on the customer name and hit set as customer.
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Once set as a customer, move to the left hand panel.
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Click on the e-mail icon and select Leave an Internal Note
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Add a subject and select a template by clicking the lightning icon.
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Click on Send.
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Once you have sent it, click on the cog icon to see the response from the API.
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Scroll down until you get to the HTTP data block.
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You may remove existing widget configurations by clicking on the x on the top right of a widget panel.
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To start your new configuration, drag the “results” data block from the left-hand side to the right-hand panel.
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Now you may edit your widget. See the Glossary below for more details on available data. Drag fields to rearrange them or delete unneeded fields by hovering over the field and clicking x.
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Be sure to click “Save Changes” after any customization to save the newly created widget.
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To validate the widget’s functionality, repeat the process to create a new customer ticket and send a response. Widget data will be populated on the right-hand panel.
Level |
Name of the Field |
Sub-categories |
Definition |
Return Package Details |
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Return Package |
name |
This is the name of the Package. The Package is a collection of individual return and exchange request. Refunds are issued on packages, not individual requests. |
|
Return Package |
order |
The original order number of the purchased items. |
|
Return Package |
status |
Current status of the package in Return Rabbit. |
|
Return Package |
warehouse_details |
Details section for warehouse. |
|
Return Package |
authorizer |
Who authorized the request in warehouse? |
|
Return Package |
time |
When was the request authorized? |
|
Return Package |
processed |
|
|
Return Package |
amount |
Total Amount of the package. |
|
Return Package |
payment |
Details section for payment information. |
|
Return Package |
refund_method |
What is the refund method? Original Payment Method or Gift Card (if refund is required) |
|
Return Package |
giftcard_details |
Details of the Gift Card (if gift card is the chosen method for refund.) |
|
Return Package |
payment_type |
|
|
Return Package |
payment_required |
If Shopper Pays, payment_required is Yes, else no. |
|
Return Package |
payment_link |
|
|
Return Package |
Subtotal from all retexes (to be added) |
||
Return Package |
shipping_charge |
Cost of Shipping. |
|
Return Package |
pick_up_charge |
If the package was picked up from the shopper by carrier, charges for pick up. |
|
Return Package |
processing_deduction |
Order Processing Fee |
|
Return Package |
payment_waiveoff |
Waive off of small amounts of shoppers’ payment in case of exchanges. |
|
Return Package |
Total Tax on The package (to be added) |
||
Return Package |
delta_discount |
To be removed |
|
Return Package |
total_refund |
|
|
Return Package |
total_payment_to_be_made |
|
|
Return Package |
shipping_information |
||
Return Package |
name |
|
|
Return Package |
first_name |
Shopper First Name |
|
Return Package |
last_name |
Shopper Last Name |
|
Return Package |
|
Shopper E-mail Address |
|
Return Package |
phone |
|
|
Return Package |
company |
|
|
Return Package |
address1 |
|
|
Return Package |
address2 |
Shopper Address Line 1 |
|
Return Package |
city |
Shopper’s City |
|
Return Package |
province |
Shopper’s Province |
|
Return Package |
province_code |
Shopper’s Province Code |
|
Return Package |
zip |
Shopper’s Zip Code |
|
Return Package |
country |
Shopper’s Country |
|
Return Package |
country_code |
Shopper’s Country Code |
|
Return Package |
latitude |
Shopper’s Latitude |
|
Return Package |
longitude |
Shopper’s Longitude |
|
Return Package |
shipping_method |
Shipping Method: Send a Shipping Label || Self Managed Returns || In Store Return |
|
Return Package |
fulfillment_details |
Return Package Fulfillment Status |
|
Return Package |
tracking_number |
|
|
Return Package |
tracking_company |
|
|
Return Package |
tracking_url |
URL For Return package tracking |
|
Return Package |
service_label |
Shipping Label Download Link |
|
Return Package |
locked_details |
Detail Section of Locked Packages (If any) |
|
Return Package |
currently_locked |
|
|
Return Package |
lock_reason |
The reason for package being locked. |
|
Request Details |
|||
Request |
name |
Request ID |
|
Request |
status |
|
|
Request |
type |
Type of the Request (Return or Exchange) |
|
Request |
reason |
Reason for Return |
|
Request |
quantity |
Quantity |
|
Request |
product_name |
|
|
Request |
variant |
Product Variant Details |
|
Request |
sku |
SKU |
|
Request |
Exchange Details |
Details of Exchange section |
|
Request |
product_name |
Name of the Exchange Product |
|
Request |
variant |
Variant Details of Exchange Product |
|
Request |
payment_detail |
Details of Payment section for this request |
|
Request |
amount |
||
Request |
manual_adjustment |
Manual deduction for this request |
|
Request |
restock_deduction |
Restocking Fee |
|
Request |
carry_forwarded_discount |
|
|
Request |
tax_applied |
Tax |
|
Request |
credit_applied |
Credit applied (if any) |
|
Request |
subtotal |
Subtotal for this request |