Gorgias x Swap Integration

With Swap’s integration in Gorgias, streamline support by accessing all return-related details directly within your Gorgias admin. Easily check refund and shipping statuses while communicating with customers, improving workflow efficiency.

All interactions—email, chat, social media, SMS—are centralized in Gorgias, pulling customer data from Swap Commerce. Support tickets include profiles with order history and past interactions for personalised support.

Automate common responses like order updates or return requests using Swap data in Gorgias.

Data will only be imported if a return exists for a customer within Swap. The latest data available on Swap will be imported to Gorgias every time:

• A new ticket is created
• A ticket is updated
• A message is created

If you’d like to update the data manually, you can leave an internal note within a ticket to pull in the latest data from Swap.

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Getting Started

To activate the integration, you must be on an eligible plan. Contact Swap support for more information on enabling this feature on your account.

Data will only be imported if a return exists for a customer within Swap. The latest data available on Swap will be imported to Gorgias every time:

• A new ticket is created
• A ticket is updated
• A message is created

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Setup Instructions

You’ll need to get two items from Swap to begin the integration.

• Your Gorgias integration URL
• Your Swap API key

⚠️ If Gorgias is not enabled on your account, you won’t be able to access the integration settings to get your Gorgias integration URL or Swap API key.

Swap

1. On your Swap dashboard, navigate to Returns → Integrations → Gorgias.

   

2. Once you’ve successfully gained access, go to Returns → Integrations → Gorgias → Settings. Copy your Gorgias integration URL or Swap API key to use on your Gorgias account.

Gorgias

Head over to your Gorgias Dashboard.

1. Go to Settings → Integrations → HTTP Integrations.

   

2. Click Add HTTP Integration.

   

3. Name the integration Swap Returns.

   

4. Select the below options to activate the following triggers:

• Ticket created

• Ticket updated

• Ticket message created

  

1. Enter your Gorgias integration URL provided by Swap

   

2. Set the HTTP method as GET

3. Set the Response content type to application/JSON

   

4. Click Add Header

   

5. 1. Add the text “Bearer” in front of the API key
   2. Example: Bearer {{your API key}}

      Set your store’s API key provided by Swap in the following format:

   

6. Click Add Integration

Swap is now integrated with Gorgias. We will need to test to ensure the data is being imported correctly.

Activation

To activate and test, you must get an email address with an existing order from your Swap dashboard.

1. Find a customer email address from within your Swap dashboard.

   

2. Open your Gorgias dashboard, navigate to Customers → Search Customers, and paste the customer email in the search bar.

3. Click on the customer profile and click Create Ticket.

4. In the newly created ticket, leave an internal note with “Swap Activate.” This will activate the integration and import the data related to the order from Swap.

   

5. Click the settings widget on the top right of the screen

   

6. Scroll on the left column and find the Swap Returns widget

7. Drag the Swap Returns widget from the left of the screen to the right sidebar. The widget is now active and will be visible whenever there is related Swap returns data with a customer.

Widget Setup

You will now edit your widget to display the data that is most important to you.

1. Click on the edit pencil next to the Swap Returns title.

2. 1. When Swap Returns is clicked, it will now open your store portal URL.

      Inside the link input, enter the Swap returns portal link found on your Swap dashboard under general settings. Click submit to save.

   

   

3. Click on the edit pencil next to the Response title

4. Enter the title exactly as shown below

   Return {{order_name}}
   

5. Enter the following URL exactly as shown below in the link input

   [<https://returnsportal.co/dashboard?t=Returns&r={{return_ID}>](<https://returnsportal.co/version-test/dashboard?t=Returns&r=%7B%7Breturn_ID%7D>)}
   

6. Click submit to save. This text will now show the return number and link to the return page within your Swap admin dashboard.

7. NOTE: you will need to be logged in to Swap to view the linked return page on the Swap admin dashboard

1. Organize your data to show what is important to you and arrange it in the widget in the order you want.

   • Drag the data points you’d like inside your widget from the left of the page to the right column inside the widget. You can also drag the order in which the data appears from within the widget.

     

   • Delete the data points you don’t want inside your widget by hovering over any item on the right sidebar and clicking the trash can icon

     

   • Click Save Changes to save the widget

     

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Troubleshooting

My Gorgias widget won’t save after dragging it to the right sidebar

When attempting to save the Gorgias widget on the platform, you may get an error if the “Widget for chat data” is enabled. This widget causes a conflict and must be deleted to save and use the Swap widget.

Related to

• Returns V1