Start a Return with Forms and Create a Gorgias Support Ticket

4 min setup

No coding required

Runs automatically

Simplify the return process by allowing customers to initiate returns directly from their order history page using Forms by MESA. This workflow template creates a new support ticket in Gorgias, including complete order details and the return reason. Streamline return management, improve customer experience, and ensure smooth support follow-up with automated ticket creation.

How it works

3 steps to start collecting returns and create support tickets with full order details

Return Request Form (Trigger)

App connector: [Form](/content/apps/form/integrate "View Form integration page"/index.html)• Time to complete: 2 minutes

Why this matters: This creates the customer-facing return request form that captures all necessary information and kicks off your support workflow when submitted.

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.

Retrieve Order

App connector: [Shopify](/content/apps/shopify/integrate "View Shopify integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

Why this matters: This step fetches complete order details from Shopify using the order ID captured in the form, providing essential context for the support ticket.

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.

Create Gorgias Return Ticket

App connector: [Gorgias](/content/apps/gorgias/integrate "View Gorgias integration page"/index.html)• Time to complete: 1 minute

Why this matters: This creates a properly formatted Gorgias support ticket with all relevant order and return information, ensuring your team can process returns efficiently.

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.

Frequently asked questions

Can I customize the return reasons shown to customers?

Yes, you can modify the radio button options in the Form step. Edit the "Reason for your return" field to add, remove, or change the return reason options to match your specific return policy and common return scenarios.

Will this work if customers access it from their order confirmation emails?

The form requires access to the order ID from the page context, so it works best when embedded on customer account order pages or order status pages. For email links, you'd need to pass the order ID as a URL parameter.

What happens if a customer submits the form but the order can't be found in Shopify?

The Order Retrieve step will fail and stop the workflow, preventing an incomplete ticket from being created. You can configure error handling to send a notification or create a ticket noting the order lookup failed for manual investigation.

Make this template your own!

Customize this workflow even further:

Add automated return labels

Connect to your shipping provider to automatically generate and email return shipping labels when specific return reasons are selected.

Create return approval workflows

Add conditional logic to auto-approve returns under certain dollar amounts while routing higher-value returns to manager approval.

Update inventory tracking

Automatically adjust inventory expectations or create restocking tasks in your warehouse management system based on return reasons and product conditions.

Send follow-up surveys

Schedule customer feedback forms to be sent 2 weeks after return processing to understand satisfaction with the return experience.