Overview
Gorgias refund automation with Lumtry
Connect Gorgias to Lumtry and a ticket tagged for refund becomes a refund case, matched to the order in your connected store. Lumtry decides it under your versioned policy and posts each step back to the ticket as an internal note, so your agents see the outcome without leaving Gorgias.
Overview
What it does
- Turns a Gorgias ticket with your refund tag into a refund case for the matching store order.
- Posts internal notes as the case moves: opened, decided, waiting for approval, approved or denied, refunded.
- Explains in a note when a ticket cannot become a case, such as a missing order number or an email mismatch.
Setup
Set it up
Connect your store first
Tickets are matched to orders in your connected store, so connect the store before Gorgias.
Create a Gorgias API key
In Gorgias, open Settings, then REST API, and copy your subdomain, agent email and API key.
Connect Gorgias
An Owner or Admin pastes the credentials on the Integrations page. Lumtry checks them and registers its ticket notification in Gorgias for you.
Set the refund tag
Keep the default tag or choose your own, and optionally name the ticket field that holds the order number.
Data
What Lumtry reads
- The ticket's tags, subject, requester email and the order number field you configure.
- The matching order from your connected store, checked against the requester's email.
- Ticket created and updated events, as pointers Lumtry follows with its own read of the ticket.
What Lumtry writes
- Internal notes on the ticket, never public replies to the customer.
- Nothing else. Lumtry does not change ticket tags, status or assignee.
FAQ
Frequently asked questions
Can an agent approve a refund from inside Gorgias?
No. Tagging a ticket only files the request. Decisions happen through your policy, the dashboard or Slack, and the notes keep the ticket up to date.
How much does the case ask to refund?
The full refundable total of the matched order, in the order's currency. Your policy then decides what actually happens.
How does Lumtry trust Gorgias notifications?
Lumtry creates its own secret for each Gorgias connection, sends it in a header on the notification it registers, and compares it on every delivery before it records anything.
Do I need a separate plan or add-on for Gorgias?
No add-on is needed. Cases opened from tickets count toward your plan's case volume like any other case.
Keep reading