Overview
Zendesk refund automation with Lumtry
Connect Zendesk 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 a private comment, so your agents see the outcome without leaving Zendesk.
Overview
What it does
- Turns a Zendesk ticket with your refund tag into a refund case for the matching store order.
- Adds private comments as the case moves: opened, decided, waiting for approval, approved or denied, refunded.
- Explains in a comment 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 Zendesk.
Create a Zendesk API token
In Zendesk Admin Center, open Apps and integrations, then APIs, and copy your subdomain, agent email and API token.
Connect Zendesk
An Owner or Admin pastes the credentials on the Integrations page. Lumtry checks them and registers its ticket notification in Zendesk 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 tag change events, as pointers Lumtry follows with its own read of the ticket.
What Lumtry writes
- Private comments 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 Zendesk?
No. Tagging a ticket only files the request. Decisions happen through your policy, the dashboard or Slack, and the comments keep the ticket up to date.
How does Lumtry verify Zendesk notifications?
Zendesk signs each notification with a secret Lumtry fetches when you connect. Lumtry checks that signature before it records anything, and one ticket can open at most one case.
What if a ticket has no order number?
No case is created. Lumtry adds a private comment that says why, so an agent can add the order number or handle it by hand.
Do I need a separate plan or add-on for Zendesk?
No add-on is needed. Cases opened from tickets count toward your plan's case volume like any other case.
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