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# Integration with Gorgias x Synctrack Returns

| The integration is only available on the Premium or above plan.

## Overview 

After getting their return request approved, shoppers generally have queries related to refund, delays, etc. For brands, it is imperative to provide customers with swift resolution to their queries.

Synctrack Returns can be integrated with [Gorgias](https://apps.shopify.com/helpdesk?utm_source=Synctrack+Returns+helpdesk&utm_medium=partnership), a multichannel customer service platform, to quickly respond to customer service requests regarding returns, refunds, and exchanges.

### What you’ll learn

In this article, we will show you:
* [Set up Gorgias helpdesk](#2-set-up-gorgias-helpdesk)
* [Integrate Gorgias with Synctrack Returns](#2-integrate-gorgias-with-synctrack-returns)
* [How would I know the connection has been established successfully?](#2-how-would-i-know-the-connection-has-been-established-successfully)
* [Optional configuraton](#2-optional-configuration)
* [How to use Synctrack in the Gorgias admin](#2-how-to-use-synctrack-in-the-gorgias-admin)
* [Key takeaways](#2-key-takeaways)

## Set up Gorgias helpdesk

1. Sign up for a [__Gorgias__](https://www.gorgias.com/signup) account (if you don't have one).
2. Set up your helpdesk.
* Input **URL** of your **website.**
* Decide and input **URL** of your **helpdesk.**
3. Click **Create your helpdesk** to finish setting up your Gorgias helpdesk.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1d7zo2c.png)


## Integrate Gorgias with Synctrack Returns

You can access Gorgias integration page following:

1. Go to Settings > Integration in the Synctrack admin.
2. Click **Set up in Gorgias part in I**ntergation.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_10hfybo.png)

4. Input your Gorgias store name formatted as *{brandname.gorgias.com}* in the **Store name** field. 

||| Note: You need to install and have an Gorgias account first before connecting Synctrack Returns with Gorgias.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_12lkrt0.png)

7. Click on **Install app**
8. **Authorize** Gorgias to read and access your account data

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_15z7a3g.png)


## How would I know the connection has been established successfully?

1. On Synctrack admin: Go to Integration in Settings, and access to your Gorgias account to check if Synctrack Returns is connected successfully.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_u9ii52.png)

2. On Gorgias admin: Go to Settings, and access to your Installed to check if Synctrack Returns is listed on Gorgias successfully.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_pyixp6.png)

## Optional configuration

After connecting your Synctrack Returns account with Gorgias, you need to perform these minor actions:

##### Step 1: Connect your Shopify store

1. **Connect your Shopify store:** Go to **APP STORE** > **All apps** in your Gorgias account.
2. Choose or search **Shopify**. Click on it to open the main integration page.
3. Click **Connect Shopify** > **Add app**. Select the store which you'd like to connect Gorgias with.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1plbxx2.png)

4. Read through the **privacy and permission** details and click **Install app.**

##### Step 2: Verify and connect your email

* Email verification allows you to ensure maximum deliverability over your emails, as well as prevent misuse of your email domain.
* For complete **Email domain verification**, checkout this [__guide__](https://docs.gorgias.com/en-US/email-domain-verification-spf-&-dkim-81757)

## How to use Synctrack in the Gorgias admin

1. Once the connection is established, your customer service team can easily access customer order information whenever they check tickets. On the right-hand sidebar, you can see the following details.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_smjkt4.png)

### **1. General Return Information**
| Field | Sample Value |
| ---- |
| App | Synctrack Returns & Exchanges |
| RMA | UDDUI3894 |
| Status | Pending Approval |
| Original order name | #10458 |
| Original order ID | 587439201 |
| Created at | Feb 25, 2026 06:31 PM |
| Return method | Ship with label |
| Resolution | Exchange |
| Currency | USD |
| Refund amount | 0.00 |
| Internal note | Customer requested size change |
| Return status | Pending |
| Refund status | Not refunded |
| Return tracking portal URL | [https://returns.store.com/track/UDDUI3894](https://returns.store.com/track/UDDUI3894) |

### **2. Exchange Order Information**
| Field | Sample Value |
| ---- |
| Exchange order name | #EX-2093 |
| Exchange order ID | 99823412 |
| Created at | Feb 25, 2026 06:31 PM |
| Amount to collect | 5.00 |
| Payment status | Pending |

### **3. Return Items**
| Field | Sample Value |
| ---- |
| Product title | Classic White T-Shirt |
| Variant title | Size M |
| Product ID | 11223344 |
| Variant ID | 55667788 |
| SKU | TS-WH-M |
| Quantity | 1 |
| Currency | USD |
| Price | 25.00 |
| Return reason | Size too small |
| Return sub-reason | Tight fit |
| Comment | Want to exchange for size L |

### **4. Exchange Items**
| Field | Sample Value |
| ---- |
| Product title | Classic White T-Shirt |
| Variant title | Size L |
| Product ID | 11223344 |
| Variant ID | 99887766 |
| SKU | TS-WH-L |
| Quantity | 1 |
| Currency | USD |
| Price | 30.00 |

### **5. Return Shipment**
| Field | Sample Value |
| ---- |
| Shipment status | In transit |
| Tracking summary | Package picked up by carrier |
| Carrier | FedEx |
| Tracking number | 784512369874 |
| Packin | Link packing slip |
| Service level | Standard Shipping |


2. Also, you can create returns or exchange request right in Gorgias admin: 
* Initiate a return or exchange directly from the Gorgias support interface 
* When creating a request, the system will automatically redirect to Synctrack with pre-filled customer email information. 
* Merchants only need to: Select the order, the items the customer wants to return/exchange and Submit the request.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_kx31vg.png)

| Important note: When creating request successfully,  Synctrack admin will show the requests and be defined by timeline: "The request was added from Gorgias"


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_e58rs6.png)

3. Last but not least, merchant can respond faster with [Gorgias Macros](https://docs.gorgias.com/en-US/articles/macros-18381) in Gorgias
* Use pre-built **Gorgias Macros** for return-related responses
* Apply Synctrack return message templates directly within the chat: 
* Automatically tag customers with **“return_drive”** after using templates, helping support teams quickly identify Syntrack return-related tickets

**Available templates**
* Synctrack Returns Instructions template: reply return instructions for your customer to submit by their own. 
* Synctrack Returns Status templates: reply update status of return and shipment for your customers.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_tn7tf4.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image_1x09ibb.png)

## Key takeaways

* The integration between Synctrack and Gorgias enables support teams to **handle returns & exchanges directly within their customer support workflow**
* Gain full visibility of returns from Synctrack (RMA, order info, refund value, status, etc.) are **available inside Gorgias**, eliminating the need to switch between apps
* Easily **create return/exchange requests with pre-filled data right in Gorgias**, reducing manual work and minimizing errors
* Use **Gorgias Macros + Synctrack templates** to respond faster, with automatic tagging to better manage return-related tickets
* Ideal for merchants with **dedicated support teams and high ticket volumes**
* Available on **Premium & Enterprise plans**