# Zendesk refund tickets > Tag a Zendesk ticket and Lumtry opens a refund case for the matching order, then posts each step back as a private comment. - Canonical URL: https://lumtry.com/connectors/zendesk - Last updated: 2026-09-24 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. ## 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. ## Set it up 1. **Connect your store first**: Tickets are matched to orders in your connected store, so connect the store before Zendesk. 2. **Create a Zendesk API token**: In Zendesk Admin Center, open Apps and integrations, then APIs, and copy your subdomain, agent email and API token. 3. **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. 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 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. ## 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. ## 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. - [Gorgias](https://lumtry.com/connectors/gorgias.md): Tag a Gorgias ticket and Lumtry opens a refund case for the matching order, then posts each step back as an internal note. - [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)