How it works

Follow these 5 simple steps to send gift cards to customers when their orders are delayed

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Ticket Created
App connector: Gorgias • Time to complete: 0 minutes (Auto-configured)
Why this matters: This monitors your Gorgias help desk for new support tickets, which is how the workflow detects when customers contact you about order delays.

The workflow automatically watches for new tickets created in your Gorgias help desk. It checks every hour for fresh tickets and captures all the customer information and ticket details needed for the subsequent steps. No configuration is required - once activated, it will monitor all incoming tickets continuously and pass the ticket data to the delay step.

Delay
App connector: Delay • Time to complete: 0 minutes (Auto-configured)
Why this matters: This creates a one-hour waiting period to avoid sending gift cards for tickets that might be resolved quickly or aren't actually delay-related.

The workflow pauses for exactly one hour before proceeding to check the ticket details. This delay is pre-configured to give your support team time to handle the ticket manually or for the customer to resolve their concern without needing a gift card. After the hour passes, the workflow automatically continues with the ticket data and moves to retrieve the current ticket status.

Retrieve Ticket
App connector: Gorgias • Time to complete: 0 minutes (Auto-configured)
Why this matters: This fetches the current ticket information after the delay to ensure the ticket still exists and captures any updates made during the waiting period.

The workflow pulls the complete ticket details from Gorgias using the original ticket ID. This step ensures the ticket hasn't been deleted or significantly changed during the one-hour delay period. It retrieves all current ticket information including customer details, tags, status, and any updates made by your support team, then passes this fresh data to the tag checking step.

Loop
App connector: Loop • Time to complete: 0 minutes (Auto-configured)
Why this matters: This checks if your support team has tagged the ticket with "send-gift-card" to confirm it's actually a delay situation that warrants compensation.

The workflow examines all tags attached to the ticket and looks specifically for the "send-gift-card" tag. Your support team needs to manually add this tag to tickets where customers should receive gift card compensation for delays. If the tag is found, the workflow continues to create the gift card; if not, the workflow stops here without sending anything. This ensures gift cards are only sent when appropriate and prevents accidental compensation.

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Create Card
App connector: Govalo • Time to complete: 2 minutes
Why this matters: This generates the actual gift card through Govalo and sends it directly to the customer's email address from the ticket.

You need to configure the product ID field with your specific Govalo gift card product ID from your account. The workflow automatically populates the customer's first name, last name, and email address from the ticket information. It creates a $20 gift card with the message "Here is a small gift of appreciation!" and sends it directly to the customer. You can modify the gift card value, message, or find your product ID in your Govalo dashboard under gift card products.

Make it your own

Customize this workflow even further:

Set custom gift card amounts
Modify the gift card value based on order size or delay severity, such as sending $10 cards for minor delays and $50 cards for extended shipping issues.
Add order lookup functionality
Connect to your ecommerce platform to retrieve order details and automatically determine appropriate compensation based on order value or shipping method.
Send notification to your team
Add a Slack or email step to notify your support manager when gift cards are automatically sent, keeping everyone informed of compensation costs.
Create follow-up ticket tracking
Store gift card details in a spreadsheet or database to track total compensation costs and identify patterns in shipping delays across different products or carriers.

Frequently asked questions

What happens if I forget to add the "send-gift-card" tag to a delayed order ticket?
The workflow won't send a gift card without this specific tag, so you can safely add it to any ticket even after the initial hour delay has passed. The workflow will check for the tag and process the gift card on the next hourly cycle.
Can I change the $20 gift card amount or customize the message?
Yes, you can edit both the gift card value and the note message in the "Create Card" step configuration. You can set different amounts or personalize the message to match your brand voice and compensation policies.
What if my Govalo account gets disconnected or the product ID changes?
The workflow will fail at the gift card creation step and you'll receive an error notification. You'll need to reconnect your Govalo account in MESA and update the product ID field with the correct gift card product from your Govalo dashboard.
What is a template?
Templates are pre-made workflows by our team of experts. Instead of building a workflow from scratch, these have all the steps needed to complete the task.
Can I personalize a template?
Yes! Every step can be customized to meet your exact requirements. Additionally, you can even add more steps and make it more sophisticated.
Are templates free?
Yes! Our entire library containing hundreds of templates are free to use and customize to your exact needs.

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