Articles on: What's new

Approve/ Reject RMAs in Gorgias

Overview


The AfterShip Returns x 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 status, 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 ensures a seamless post-purchase experience for your customers.


Use Cases


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


Core Functional Operations


A. Viewing Return Information


Once the integration is active, the Gorgias sidebar will display a dedicated AfterShip Returns widget for any customer with latest 5 return RMAs.

  • Return ID & Status: See the current stage of the return
  • Items Details: View which products are being returned and the reason for return.
  • Tracking Info: Quick access to the return shipment's tracking number and carrier status.


B. Performing RMA Actions


Only approving/rejecting Return RMAs are allowed in Gorgias, the inspection rules are the same as what it should be on AfterShip portal. Any actions for warranty claims are not allowed yet.


Approve or Reject a Return


Notice: user needs to input the specific RMA because the Gogias only supports the action button for the list level.

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


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


Set up


For the existing users (Before 3/3/2026) **- **We auto-update the widget to the latest version. If you found the widget is not updated, please delete the connection and re-connect.

For the new users- Please follow the following guide to connect with 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 sub-domain.
  4. Authorize the connection to sync customer and RMA data.


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.


FAQ


  • How can I manage the action permission for the RMA?

You can grant or limit the permission by managing the Gorgias roles. Observer and Lite roles are not allowed to perform actions.


  • How can I check the action log ?

You can check the action logs via Gorgias or AfterShip return admin portal




Updated on: 04/03/2026