Featured image for Adding returns and cancellations to our chat Self-service flows

What's new? We are adding two new features to the Self-service Portal! πŸŽ‰

Request returns or cancellations for orders! This means that customers who log into the Self-service portal inside the Gorgias chat will now see two new actions for an eligible shipment: Return and Cancel. Triggering these actions will create a ticket with the request to return certain items or cancel the shipment. The ticket also contains the corresponding order information.

Example of requesting a return

Example of requesting a shipment cancellation

Revamped experience to manage the Self-service settings βš™οΈ

Self-service features are now centralized into a dedicated settings page in a new menu called Self-service. Account admins will now be able to configure all the conditions that need to be fulfilled in order for those actions to be available in one place.

For example, they may set the return action to appear only if the order has been created in the last 30 days. The new actions will then only be shown for orders that fulfill these conditions.

New settings navigation bar! πŸ—Ί

As you might have noticed on the previous screenshot, we’re shuffling the order of the settings page and you now have a dedicated section for ⚑️ Automation. Hold tight, many more features to come this year!