Add Support Chat Widget on Returns Page
Plans: Premium, Enterprise Platforms: All platforms
The Support Chat Widget enables merchants to integrate live or automated chat support directly onto their branded returns pages. This feature helps reduce support inquiries and improve customer satisfaction by allowing shoppers to reach out during the return process without navigating away.
Set up support chat widget on return page
- A. Link a Webpage to the Chat Button
- B. Install Zendesk Web Widget
- C. Install Gorgias Chat Widget
Customer experience
FAQs
Key takeaways
Appendix
Additional resources
Go to Customizations > Returns page in your AfterShip Returns admin.
Click Edit to access the returns page editor.
In the side panel, go to Widgets > Add widgets > Support chat.
Select one of the following options:
Chat page: Add a link to a help or contact page.
Zendesk: Embed the Zendesk chat widget.
Gorgias: Embed the Gorgias chat widget.
The Chat page option enables you to add a link to your website’s chat page URL, Q&A page, contact us page, or FAQs section to allow customers to self-resolve their queries or reach out to you via the chat button, in case they need further assistance.
Add the Chat page URL where you want to redirect customers for assistance.
The support chat button will only appear on your returns page when a valid chat page URL is entered in the given field.
Edit the Button text (optional) that will appear on the chat support button.
Upload an icon for the chat button to make it more visually appealing. AfterShip provides you with a default icon image, in case you don’t have one available right away. You can replace image to add a new one or remove image if you don’t want any.
Choose the position of the chat button on the returns page.
Hit Save.
The Zendesk Web Widget allows you to install Zendesk’s messaging web widget on your returns page as a chat support option to help customers the moment they need it on your website and connect with a live support agent for the assistance they need.
We support Zendesk’s messaging Web Widget and Web Widget Classic.
Select Zendesk Web Widget as the Chat type from the dropdown.
Add the Zendesk Web Widget code in the defined field, which can be found in your Zendesk account.
Follow the instructions below to find Zendesk’s messaging web widget code for both Web Widget and Web Widget (Classic) users.
1. Web Widget User
Installing the Web Widget on a branded returns page requires some basic familiarity with your website's code. The following instructions apply to accounts using the messaging Web Widget
To find the Web Widget code
In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging
You can select the existing widget to install.
Scroll down to the Installation tab, and click Copy code at the bottom of the code snippet frame.
Navigate to the Style tab, and customize the style of the button and header to synchronize with your branded returns page.
Paste the copied web widget code on the AfterShip’s returns page editor under the Widget code section.
You can create a new widget to install.
Click Add channels.
Click the Copy icon at the bottom of the code snippet frame.
Customize the Style of the button and header to synchronize with your branded returns page.
Find more instructions here
2. Web Widget (Classic) User
Installing the Web Widget on a branded returns page requires some basic familiarity with your website's code. The following instructions apply to accounts using the messaging Web Widget Classic version
To find Web Widget (Classic) code:
In the Admin Center, click the Channels icon in the sidebar, then select Classic > Web Widget.
Click the Setup tab, if it is not already selected.
Under the code box, click Copy to clipboard.
Configure components in Web Widget (Classic) by following the Zendesk instructions . The following is the snippet of info that you can configure:
Help center search and suggested articles
Zendesk Chat for live chat with a support agent
Zendesk Talk for requesting a callback from an agent or viewing a phone number to call
Contact forms for filing a ticket for order-related queries
Style including Theme color, Theme text color, Web Widget button text, etc.
Find more instructions here
Select Gorgias Chat Widget as the Chat type from the dropdown.
Add the Gorgias Chat Widget code in the defined field, which can be found in your Zendesk account.
Installing the Web Widget on a returns page requires some basic familiarity with your website's code.
To find the Gorgias Chat Widget code:
Access the chat widget installation module and copy the code
Navigate to Settings > Channels > Chat
Click Installation tab
Click the arrow next to the Manual installation section at the bottom to expand the custom instructions.
Click Shopify website tab for your Shopify store and Any other websites for non-Shopify stores.
Click Copy code
Customize the Appearance of the button and header that synchronize with your branded returns page. The following is the info you can customize:
Edit the chat title and select the language
Pick your chats’ main color along with the conversation color and font
Upload your company logo
Position the chat widget's placement on your page
Choose the avatar for the support agents and configure settings accordingly
Customize the Preferences as your requirements
Tips:
Disable your chat outside of your business hours
Configure your Auto-Responder.
Pick the associated email integration with your chat.
Find more instructions here
Shoppers will see the chat button directly on the returns page, allowing them to:
Ask questions during the return process.
Get real-time assistance from your team via Zendesk or Gorgias.
Resolve issues without leaving the returns flow.
This seamless experience helps improve support efficiency and reduce cart abandonment or return-related friction.
This could be because of the following reasons:
A. You must have configured your Visibility option to “Hide chat” or “Hide outside of business hours” in your Gorgias admin. Similarly, check your Web Chat Widget Schedules to see the hours when you chat widget is active in your Zendesk admin.
For example, if you select Hide outside of business hours, AfterShip Returns will not display the chat button at Editor, Preview or the Live page.
Zendesk
Gorgias
B. You have enabled Allowlist, but you have not included AfterShip’s site inside.
It takes somewhere around 10-20 minutes to sync the changes to your returns page from Zendesk and Gorgias.
Only Admin, Owner, and Manager roles have access to modify the returns page.
Support for the chat button is available on Premium and Enterprise plans only.
The support chat button is compatible with all eCommerce platforms supported by AfterShip Returns and integrates with Zendesk, Gorgias, or any external help/contact page.
Adds live or automated chat support directly on your branded returns page to reduce support tickets and improve customer satisfaction during returns.
Access chat support via Returns Page Editor > Widgets > Add Support Chat in the AfterShip admin.
The Chat page option links to an external URL such as a Help Center or FAQ page.
The Zendesk option supports both Messaging Web Widget and Classic Widget.
The Gorgias option requires a connected Shopify store and manual widget code input to display the chat support widget on the returns page.
Ensure visibility settings (e.g., “Hide outside business hours” or "Schedules") are not preventing the widget from appearing.
Zendesk’s Allowlist must include AfterShip’s domain for the widget to display.
Style and preference changes may take 10–20 minutes to sync on the returns page from Gorgias or Zendesk.
Only users with Admin, Owner, or Manager roles can configure the returns page.
Widget code: A JavaScript snippet provided by Zendesk or Gorgias, used to embed the chat functionality into the returns page.
Visibility settings: Options to control when the chat widget is visible (e.g., hide outside business hours).
Allowlist (Zendesk): A list of domains authorized to display the Zendesk widget. This must include AfterShip’s domain for it to work.
AfterShip Returns Page Editor
Zendesk Messaging Widget Guide
Zendesk Classic Web Chat Widget Setup
Gorgias Chat Setup
Overview
The Support Chat Widget enables merchants to integrate live or automated chat support directly onto their branded returns pages. This feature helps reduce support inquiries and improve customer satisfaction by allowing shoppers to reach out during the return process without navigating away.
What you'll learn
Set up support chat widget on return page
- A. Link a Webpage to the Chat Button
- B. Install Zendesk Web Widget
- C. Install Gorgias Chat Widget
Customer experience
FAQs
Key takeaways
Appendix
Additional resources
Set up support chat widget on return page
Step 1: Access the returns page editor
Go to Customizations > Returns page in your AfterShip Returns admin.
Click Edit to access the returns page editor.
In the side panel, go to Widgets > Add widgets > Support chat.
Step 2: Choose your chat type
Select one of the following options:
Chat page: Add a link to a help or contact page.
Zendesk: Embed the Zendesk chat widget.
Gorgias: Embed the Gorgias chat widget.
A. Link a webpage to the chat button
The Chat page option enables you to add a link to your website’s chat page URL, Q&A page, contact us page, or FAQs section to allow customers to self-resolve their queries or reach out to you via the chat button, in case they need further assistance.
Add the Chat page URL where you want to redirect customers for assistance.
The support chat button will only appear on your returns page when a valid chat page URL is entered in the given field.
Edit the Button text (optional) that will appear on the chat support button.
Upload an icon for the chat button to make it more visually appealing. AfterShip provides you with a default icon image, in case you don’t have one available right away. You can replace image to add a new one or remove image if you don’t want any.
Choose the position of the chat button on the returns page.
Hit Save.
B. Install Zendesk Web Widget
The Zendesk Web Widget allows you to install Zendesk’s messaging web widget on your returns page as a chat support option to help customers the moment they need it on your website and connect with a live support agent for the assistance they need.
We support Zendesk’s messaging Web Widget and Web Widget Classic.
Select Zendesk Web Widget as the Chat type from the dropdown.
Add the Zendesk Web Widget code in the defined field, which can be found in your Zendesk account.
Find Zendesk Web Widget code
Follow the instructions below to find Zendesk’s messaging web widget code for both Web Widget and Web Widget (Classic) users.
1. Web Widget User
Installing the Web Widget on a branded returns page requires some basic familiarity with your website's code. The following instructions apply to accounts using the messaging Web Widget
To find the Web Widget code
In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging
You can select the existing widget to install.
Scroll down to the Installation tab, and click Copy code at the bottom of the code snippet frame.
Navigate to the Style tab, and customize the style of the button and header to synchronize with your branded returns page.
Paste the copied web widget code on the AfterShip’s returns page editor under the Widget code section.
You can create a new widget to install.
Click Add channels.
Click the Copy icon at the bottom of the code snippet frame.
Customize the Style of the button and header to synchronize with your branded returns page.
Find more instructions here
2. Web Widget (Classic) User
Installing the Web Widget on a branded returns page requires some basic familiarity with your website's code. The following instructions apply to accounts using the messaging Web Widget Classic version
To find Web Widget (Classic) code:
In the Admin Center, click the Channels icon in the sidebar, then select Classic > Web Widget.
Click the Setup tab, if it is not already selected.
Under the code box, click Copy to clipboard.
Configure components in Web Widget (Classic) by following the Zendesk instructions . The following is the snippet of info that you can configure:
Help center search and suggested articles
Zendesk Chat for live chat with a support agent
Zendesk Talk for requesting a callback from an agent or viewing a phone number to call
Contact forms for filing a ticket for order-related queries
Style including Theme color, Theme text color, Web Widget button text, etc.
Find more instructions here
C. Install Gorgias Chat Widget
Select Gorgias Chat Widget as the Chat type from the dropdown.
Add the Gorgias Chat Widget code in the defined field, which can be found in your Zendesk account.
Installing the Web Widget on a returns page requires some basic familiarity with your website's code.
To find the Gorgias Chat Widget code:
Access the chat widget installation module and copy the code
Navigate to Settings > Channels > Chat
Click Installation tab
Click the arrow next to the Manual installation section at the bottom to expand the custom instructions.
Click Shopify website tab for your Shopify store and Any other websites for non-Shopify stores.
Click Copy code
Customize the Appearance of the button and header that synchronize with your branded returns page. The following is the info you can customize:
Edit the chat title and select the language
Pick your chats’ main color along with the conversation color and font
Upload your company logo
Position the chat widget's placement on your page
Choose the avatar for the support agents and configure settings accordingly
Customize the Preferences as your requirements
Tips:
Disable your chat outside of your business hours
Configure your Auto-Responder.
Pick the associated email integration with your chat.
Find more instructions here
Customer experience
Shoppers will see the chat button directly on the returns page, allowing them to:
Ask questions during the return process.
Get real-time assistance from your team via Zendesk or Gorgias.
Resolve issues without leaving the returns flow.
This seamless experience helps improve support efficiency and reduce cart abandonment or return-related friction.
FAQs
1. Why isn't the support chat widget showing on the returns page after adding the Zendesk or Gorgias web widget code?
This could be because of the following reasons:
A. You must have configured your Visibility option to “Hide chat” or “Hide outside of business hours” in your Gorgias admin. Similarly, check your Web Chat Widget Schedules to see the hours when you chat widget is active in your Zendesk admin.
For example, if you select Hide outside of business hours, AfterShip Returns will not display the chat button at Editor, Preview or the Live page.
Zendesk
Gorgias
B. You have enabled Allowlist, but you have not included AfterShip’s site inside.
2. Why are the chat button preferences I set in Zendesk and Gorgias not appearing on my returns page?
It takes somewhere around 10-20 minutes to sync the changes to your returns page from Zendesk and Gorgias.
3. Who can modify returns page?
Only Admin, Owner, and Manager roles have access to modify the returns page.
Key takeaways
Support for the chat button is available on Premium and Enterprise plans only.
The support chat button is compatible with all eCommerce platforms supported by AfterShip Returns and integrates with Zendesk, Gorgias, or any external help/contact page.
Adds live or automated chat support directly on your branded returns page to reduce support tickets and improve customer satisfaction during returns.
Access chat support via Returns Page Editor > Widgets > Add Support Chat in the AfterShip admin.
The Chat page option links to an external URL such as a Help Center or FAQ page.
The Zendesk option supports both Messaging Web Widget and Classic Widget.
The Gorgias option requires a connected Shopify store and manual widget code input to display the chat support widget on the returns page.
Ensure visibility settings (e.g., “Hide outside business hours” or "Schedules") are not preventing the widget from appearing.
Zendesk’s Allowlist must include AfterShip’s domain for the widget to display.
Style and preference changes may take 10–20 minutes to sync on the returns page from Gorgias or Zendesk.
Only users with Admin, Owner, or Manager roles can configure the returns page.
Appendix
Widget code: A JavaScript snippet provided by Zendesk or Gorgias, used to embed the chat functionality into the returns page.
Visibility settings: Options to control when the chat widget is visible (e.g., hide outside business hours).
Allowlist (Zendesk): A list of domains authorized to display the Zendesk widget. This must include AfterShip’s domain for it to work.
Additional resources
AfterShip Returns Page Editor
Zendesk Messaging Widget Guide
Zendesk Classic Web Chat Widget Setup
Gorgias Chat Setup
Updated on: 16/05/2025
Thank you!