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Approve and Reject RMAs in Gorgias

Plans: Premium, Enterprise Platforms: All platforms



Overview


The AfterShip Returns and Gorgias Integration bridges the gap between customer support and return management. By bringing Return Merchandise Authorization (RMA) data and actions directly into the Gorgias sidebar, support agents can view return statuses, tracking information, and perform critical RMA operations while chatting with customers in real time.


This integration eliminates the need for context switching, reduces response times, and helps deliver a seamless post-purchase experience for your customers.


Use Cases


  • Accelerated Support Workflow: When a customer asks about their return status through Gorgias, agents can instantly view the RMA details and tracking information directly beside the chat window.
  • Instant RMA Approval/Rejection: Approve or reject return requests during a live conversation based on the information or photos provided by the customer.


Core Functional Operations


A. Viewing Return Information


Once the integration is active, the Gorgias sidebar will display a dedicated AfterShip Returns widget for customers who have return requests. The widget shows the five most recent RMAs.


  • Return ID and Status: View the current stage of the return.
  • Item Details: See which products are being returned and the associated return reasons.
  • Tracking Information: Quickly access the return shipment's tracking number and carrier status.


Return widget


RMA details


B. Performing RMA Actions


Only approving and rejecting return RMAs are supported in Gorgias. Inspection rules follow the same logic as those configured in the AfterShip portal. Actions related to warranty claims are not supported yet.


Approve or Reject a Return


Note: Users must select the specific RMA before performing an action because Gorgias only supports action buttons at the list level.


  • Click [Approve Return RMA] to generate a return label or provide return instructions to the customer.



  • Click [Reject Return RMA] if the return request does not meet your return policy requirements.



Setup


For existing users (before March 3, 2026): The widget will be automatically updated to the latest version. If the widget is not updated, please remove the connection and reconnect it.

For new users: Follow the steps below to connect your Gorgias account.


Step 1: Connect AfterShip Returns to Gorgias


  1. Log in to your AfterShip Returns admin portal.
  2. Navigate to Integrations > Gorgias.
  3. Click Connect and enter your Gorgias subdomain.
  4. Authorize the connection to allow customer and RMA data to sync from AfterShip Returns to Gorgias.


Step 2: Configure Sidebar Widgets in Gorgias


  1. Open any ticket in Gorgias.
  2. Click the Cog icon (Settings) in the right sidebar.
  3. Ensure the AfterShip Returns widget is toggled ON.
  4. Drag and drop the widget to your preferred position for easy access.


FAQs


1. How can I manage action permissions for RMAs?


You can grant or restrict action permissions by configuring Gorgias roles. Users with Observer and Lite roles are not allowed to perform RMA actions.



2. How can I check the action log?


You can review action logs either in Gorgias or in the AfterShip Returns admin portal.





Additional resources



Updated on: 11/03/2026