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Integrate Gorgias AI Agent With AfterShip Returns

Plans: Premium, Enterprise Platforms: All eCommerce platforms


Overview


Merchants using AfterShip Returns can now streamline return-related customer support by integrating with Gorgias' AI Agent. This integration allows the AI Agent to automatically handle common return questions like “Where is my return?” or “How do I start a return?”, helping reduce support volume and improve customer experience.


What you'll learn


Here’s the Table of Contents with heading anchors added for each section:



a. Step 1: Generate your AfterShip API Key

b. Step 2: Set up Gorgias AI agent actions



Prerequisites


To use this integration, you must have:


  • An AfterShip Returns account on the Premium or Enterprise plan.
  • A Gorgias account with AI Agent capabilities enabled.
  • Admin access to both platforms to configure API keys and Actions.


Common use cases


This integration is particularly helpful in automating support tickets related to return requests. Common scenarios include:


  • A shopper ordered the wrong size or product type and wants to return it.
  • A customer no longer wants the product and is asking for a return label.
  • The shopper wants to check the status of their return request.
  • A customer asks how to start a return or exchange.


By automating these scenarios, support teams can drastically reduce manual responses and maintain a high level of customer satisfaction.


Set up steps


Step 1: Generate your AfterShip API Key


  1. Log in to AfterShip Returns and go to the Organization settings in AfterShip Returns.
  2. Under the Developers section, navigate to API Keys and click Create API Key.
  3. Complete the following:


  • Enter a name for the API key.
  • Set API Key as the signature header.
  • Under Permissions, select:


a. Returns: Read access

b. Platform-specific returns: Read access


  1. Click Save and copy the generated API key for later use.


Generate API Key in AfterShip



API access is only available on AfterShip Premium and Enterprise plans.


Step 2: Set up Gorgias AI agent actions


  • When you set up Actions in Gorgias, the AI Agent can automatically handle shopper queries related order return or exchange via AfterShip Returns.
  • You can use this Action as-is, or customize it with conditions to define when the AI Agent should initiate a return or exchange—for example, based on order age or return eligibility.


Gorgias AI Agent can automate two key return use cases:


A. Return request status in AfterShip Returns


  • Action name: Send return shipping status
  • Instructions for AI agent: Retrieves the return shipping status and sends it to the customer.
  • Shopper input: None
  • Conditions: None



B. AfterShip Returns portal deep link URL for return request submission


  • Action Name: Send return portal link
  • Instructions for AI agent: Sends the customer a direct link to the return portal when they request a return or exchange.
  • Shopper input: None
  • Conditions: Order date is less than 30 days ago




Follow this Gorgias setup guide to add and enable these Actions within your Gorgias dashboard.


How to create AfterShip Return supported Actions in Gorgias


  1. Go to AI Agent > Support Actions in your Gorgias admin.
  2. Click Create from template.
  3. Select the following templates one-by-one and complete the consecutive steps.


a. Send return portal link

b. Send return shipping status


  1. Select AfterShip Returns to perform this Action and click Continue.
  2. On the Action configuration page, edit the Action name, Description, and Conditions as per your requirement or use the default settings.
  3. Under Action steps, click ⚠️ Authentication required and paste the API key you copied from AfterShip Returns.
  4. Click Create Action to activate the Action.



Create 'Actions' in Gorgias


FAQs


1. What plans support the API integration?


Only Premium and Enterprise AfterShip Returns plans support API access.


2. Does the AI Agent need customer order information?


No input from the shopper is required. The AI Agent uses existing order data to perform the actions.


3. Can I customize the conditions under which actions are triggered?


Yes. For example, you can set conditions such as the order date or return eligibility window.


Troubleshooting Tips


Issue: You can’t find or use the API key in AfterShip.


Resolution: You might be on a lower plan (e.g., Free or Basic) that doesn’t support API access. Make sure you're subscribed to the Premium or Enterprise plan, which is required for API functionality.



Resolution: The conditions for the Action (like order date or return eligibility) don’t match the customer's order data. Review and confirm that all action conditions are properly set and that they align with the specific customer case.


Issue: The AI Agent can’t retrieve the return shipping status.


Resolution: The order may not be linked to any return in AfterShip Returns. Check that a return request exists for that order in AfterShip Returns and is properly linked to the customer's information.



Resolution: Your branded returns page in AfterShip Returns may be misconfigured. Verify that your branded return portal is correctly set up in AfterShip Returns.


Key takeaways


  • Integrating Gorgias AI Agent with AfterShip Returns reduces support workload by automating return-related inquiries.
  • Two core actions are supported: providing return status to customers and sending return portal links to customers to initiate return request.
  • Setup requires an API key generation in AfterShip and configuration of Actions in Gorgias.
  • Available to AfterShip Returns' Premium and Enterprise users only.


Additional resources





Updated on: 14/08/2025