Swap x Gorgias Integration

  • Updated

Integrating SWAP with Gorgias empowers customer service teams by displaying real-time return and exchange data within Gorgias tickets.

This integration enables agents to handle return requests efficiently by accessing details like return status, refund amounts, and shipping updates without switching platforms. With direct access to the SWAP return data, agents can resolve customer inquiries faster, manage exchanges, and update customers on their returns from one unified interface. This seamless integration improves support workflow and ensures faster, more accurate customer service.

 

 

What is Gorgias?

Gorgias is a customer service platform tailored for e-commerce businesses. It enables them to centralise and automate customer support across various channels like email, chat, and social media.

 

 

Key Features of the Swap x Gorgias Integration

  • Real-time RMA Updates: Whenever a ticket is updated in Gorgias (such as a status change or new messages), the latest RMA information from SWAP is automatically synced to Gorgias.
  • SWAP Element Display: When viewing a ticket, updated RMA data is displayed in the “SWAP Element” located in the right sidebar of Gorgias. This ensures that customer support agents can access relevant return/exchange details without switching platforms.

 

 

Key Features

  1. Real-time RMA Updates: Whenever a Gorgias ticket (like ticket status or messages) is updated, the Gorgias platform is updated with the information from SWAP. This ensures the most current RMA data is displayed in the Gorgias interface.
  2. SWAP Element Display: The updated RMA information appears on the "SWAP element" located in the right sidebar of Gorgias while viewing a ticket, provided that there is a related RMA within the SWAP system.

 

 

How to Enable the Gorgias Integration

Prerequisites

To integrate SWAP with Georgias, you need to have an integration between Shopify and Georgias first.

Starting from Gorgias

  1. In your Gorgias account, navigate to Settings -> App Store -> All Apps

  2. Search for “SWAP” and click on it.

  3. On SWAP’s page, click Connect App. You’ll be redirected to the SWAP login page if you aren’t already logged in.

  4. Enter your SWAP login details. Once logged in, select the store you want to connect with your Gorgias account. You’ll then be redirected to authorize the integration between Gorgias and SWAP.

    Screenshot 2024-10-14 at 11.58.52.png

  5. Click Authorize to complete the integration.

Starting from the SWAP Dashboard

  1. Log into your SWAP Dashboard.
  2. Navigate to the Integrations page.
  3. Click 'Connect' to connect with Gorgias.Screenshot 2025-02-06 at 13.48.51.png
  4. A popup will appear, prompting you to enter your Gorgias subdomain.Screenshot 2025-02-06 at 13.49.00.png
  5. After entering the subdomain, click Confirm.
  6. You will be redirected to the Gorgias Authorization page.
  7. After authorization, you will return to SWAP and receive a notification about the integration status.

 

 

Frequently Asked Questions (FAQ)

Let’s go over some frequently asked questions:

Q: Does submitting a return in SWAP create a ticket in Gorgias?

A: No, tickets are created in Gorgias only when the customer contacts your support team. Your support team can then access the customer's SWAP returns data from their profile in Gorgias.

Q: What should I do if the integration is not working correctly?

A: If you encounter issues with the integration, please contact your account manager or support at support@gorgias.com for assistance.

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