Connecting Gorgias to Swap displays a customer's return and exchange data directly inside their Gorgias ticket, so agents can check return status, refunds, and shipping updates without switching platforms.

This article applies to Returns V2. For Returns V1, see Gorgias x Swap Integration (Returns V1).

What is Gorgias?

Gorgias is a customer service platform tailored for e-commerce businesses. It enables them to centralise and automate customer support across various channels like email, chat, and social media.

Key features

Real-time RMA updates: Whenever a Gorgias ticket (like ticket status or messages) is updated, the Gorgias platform is updated with the information from Swap. This ensures the most current RMA data is displayed in the Gorgias interface.
Swap element display: The updated RMA information appears on the "Swap element" located in the right sidebar of Gorgias while viewing a ticket, provided that there is a related RMA within the Swap system.

How it differs from other Gorgias integrations

Swap offers three separate Gorgias integrations. Each does something different, and you can use them independently or together:

Gorgias integration (this article) — displays a customer's return and exchange data inside Gorgias tickets, so support agents don't have to switch platforms.
Gorgias AI Agent integration — lets Gorgias's AI Agent pull live return data from Swap and automatically reply to return-status questions, across any channel connected to Gorgias.
Gorgias Chat integration — adds a live chat widget to your returns portal, giving customers a way to message your support team while making a return.

How to enable the Gorgias integration

Prerequisites

To integrate Swap with Gorgias, you need an existing integration between Shopify and Gorgias.

Starting from Gorgias

In your Gorgias account, navigate to Settings → App Store → All Apps.
Search for Swap and click on it.
On Swap's page, click Connect App. You'll be redirected to the Swap login page if you aren't already logged in.
Enter your Swap login details. Once logged in, select the store you want to connect with your Gorgias account. You'll then be redirected to authorise the integration between Gorgias and Swap.
Click Authorise to complete the integration.

Starting from the Swap Dashboard

Log into your Swap Dashboard.
Navigate to the Integrations page.
Click Connect to connect with Gorgias.
A popup will appear, prompting you to enter your Gorgias subdomain.
After entering the subdomain, click Confirm.
You're redirected to the Gorgias authorisation page.
After authorising, you return to Swap and receive a notification confirming the integration status.

Frequently asked questions

Does submitting a return in Swap create a ticket in Gorgias?

A: No, tickets are created in Gorgias only when the customer contacts your support team. Your support team can then access the customer's Swap returns data from their profile in Gorgias.