Start a Return with Forms and Create a Gorgias Support Ticket

The form displays a return request interface with fields for customer name, email, return reason (with 5 predefined options), and automatically includes the order ID from the page context. You can customize the form header, add or remove fields, and modify the return reason options to match your return policy. The form uses radio buttons for return reasons to ensure consistent categorization, and includes a paragraph expressing sympathy for the return. Once submitted, all form data becomes available to subsequent workflow steps.

The step automatically retrieves the full order record including customer information, line items, pricing, and order status using the order ID from the form submission. No configuration is needed as the order ID field is pre-mapped from the form data. This step ensures your support team has immediate access to order history, purchase amounts, and customer details when handling the return request. The retrieved order data flows directly into the ticket creation step.

The workflow creates a new Gorgias ticket with the customer's email, return reason, order number, and total purchase amount automatically populated in the ticket body. You'll need to verify your Gorgias integration is connected and that the ticket channel is set to "api" with proper email routing configured. The ticket subject defaults to "Return" but can be customized, and the message includes structured return information for quick reference. The customer is automatically associated with the ticket for streamlined support workflow.