# Gorgias refund tickets > Tag a Gorgias ticket and Lumtry opens a refund case for the matching order, then posts each step back as an internal note. - Canonical URL: https://lumtry.com/connectors/gorgias - Last updated: 2026-09-24 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. ## 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. ## Set it up 1. **Connect your store first**: Tickets are matched to orders in your connected store, so connect the store before Gorgias. 2. **Create a Gorgias API key**: In Gorgias, open Settings, then REST API, and copy your subdomain, agent email and API key. 3. **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. 4. **Set the refund tag**: Keep the default tag or choose your own, and optionally name the ticket field that holds the order number. ## 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. ## 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. ## Related - [Home](https://lumtry.com/index.md): Decide refunds by a versioned policy, send the exceptions to your team in Slack or the dashboard, and keep every step on the record. Start free. - [Integrations](https://lumtry.com/connectors.md): Connect Lumtry to Shopify, WooCommerce, BigCommerce, Amazon, eBay, Stripe, PayPal, Slack, Gorgias, Zendesk, EasyPost and Shippo. Browse every integration. - [Register a connector](https://lumtry.com/connectors/register.md): Directories and AI assistant vendors register their OAuth client metadata here. The team reviews every registration before a workspace can authorize it. - [Shopify](https://lumtry.com/connectors/shopify.md): Connect Shopify to Lumtry so refund requests and order details reach one versioned policy, with every decision kept in an append-only audit trail. - [WooCommerce](https://lumtry.com/connectors/woocommerce.md): Connect WooCommerce with REST API keys. Lumtry opens a case when a refund is recorded, decides it by policy and pays through Stripe or PayPal. - [BigCommerce](https://lumtry.com/connectors/bigcommerce.md): Connect BigCommerce with an API account or the app. Each refund on an order becomes a case your policy decides, paid through Stripe or PayPal. - [Amazon Returns](https://lumtry.com/connectors/amazon.md): Bring Amazon return and refund notifications into one policy-driven queue. Set up with the Lumtry team; nothing is written back to Amazon. - [eBay](https://lumtry.com/connectors/ebay.md): Bring eBay return and refund notifications into one policy-driven queue. Set up with the Lumtry team; nothing is written back to eBay. - [Stripe](https://lumtry.com/connectors/stripe.md): Connect Stripe through Stripe Connect. Approved refunds are paid from the original charge with an idempotency key, so a retry never pays twice. - [PayPal](https://lumtry.com/connectors/paypal.md): Connect PayPal with your REST app credentials. Approved refunds are paid from the original capture, and every PayPal event is signature-checked. - [Slack](https://lumtry.com/connectors/slack.md): Approve or deny held refunds from a Slack channel. Lumtry checks the signature, a single-use token and the approver before it acts. - [Zendesk](https://lumtry.com/connectors/zendesk.md): Tag a Zendesk ticket and Lumtry opens a refund case for the matching order, then posts each step back as a private comment. - [Twilio](https://lumtry.com/connectors/twilio.md): PIN-checked phone approvals for held refunds to US numbers, placed through Twilio by Lumtry. A voice approvals add-on on paid plans. - [Telnyx](https://lumtry.com/connectors/telnyx.md): PIN-checked phone approvals for held refunds to Canadian numbers, placed through Telnyx by Lumtry. A voice approvals add-on on paid plans. - [EasyPost](https://lumtry.com/connectors/easypost.md): Buy prepaid return labels on your EasyPost account and release the refund when the carrier shows the return delivered. - [Shippo](https://lumtry.com/connectors/shippo.md): Buy prepaid return labels on your Shippo account and release the refund when the carrier shows the return delivered. - [ShipBob](https://lumtry.com/connectors/shipbob.md): Let ShipBob's return scan release the refund and grade each item. Part of the Warehouse Sync add-on on Starter, Growth and Scale. - [ShipHero](https://lumtry.com/connectors/shiphero.md): Let ShipHero's return updates release the refund and grade each item. Part of the Warehouse Sync add-on on Starter, Growth and Scale. - [Pricing](https://lumtry.com/pricing.md): Lumtry plans by case volume and seats, from Free to Enterprise, with add-ons and capped outcome fees. Start free or hear when billing opens. - [MCP server](https://lumtry.com/developers/mcp.md): Connect an AI assistant or your own agent to your refund workspace through the Model Context Protocol. Read cases and propose actions, never move money. - [Trust](https://lumtry.com/trust.md): How Lumtry secures merchant data, keeps AI inside a deterministic refund policy, lists every sub-processor and explains data flow and retention. Review it. - [llms.txt](https://lumtry.com/llms.txt)