Gorgias Loop Returns: A complete guide for ecommerce support

Let's be honest, handling returns is one of the trickiest parts of running an e-commerce business. If you nail it, you can turn a potential negative into a moment that builds real customer loyalty. Gorgias is an industry leader in this space, helping thousands of brands provide world-class service. For a lot of Shopify merchants, connecting Gorgias and Loop Returns is the go-to play for getting this right.

This guide will walk you through exactly how the integration works, what it’s good at, and how it scales with your business. We’ll get into the features, configuration considerations, and pricing so you can see how it fits your workflow. We’ll also look at how a complementary tool like eesel AI can give your support automation an even bigger boost within the Gorgias ecosystem.

What is the Gorgias Loop Returns integration?

Before we get into the details, let's do a quick rundown of what each tool does on its own and what happens when they join forces.

What is Gorgias?

Gorgias is a mature and reliable customer support helpdesk built specifically for e-commerce, especially for stores on Shopify. Its main purpose is to bring all your customer conversations - from email, chat, social media, you name it - into a single, organized inbox. Since it’s built for e-commerce, your support agents can see a customer's full order history and other key details right beside the support ticket they're working on.

What is Loop Returns?

Loop Returns is a specialized tool that focuses on automating the entire returns and exchange process. It gives your customers a self-service portal where they can start a return, opt for an exchange, or get a refund, all without having to wait for a support agent. The biggest benefit here is that it streamlines repetitive tasks, allowing your support team to focus on high-value interactions.

How the integration works

The Gorgias Loop Returns integration links these two powerful systems. It pulls data from Loop Returns straight into the Gorgias dashboard, so your agents see all the return info they need without having to switch tabs. It also lets customers start the return process from inside Gorgias’s self-service tools, which creates a smooth experience for them and efficiently manages ticket volume for your team.

Key features of the Gorgias Loop Returns integration

When you connect Gorgias and Loop, you get a few handy features that can make a real difference in your team's day-to-day workflow.

All your returns data in one place

We've all been there: toggling between different browser tabs just to find one piece of information for a customer. This integration stops that by showing a customer’s complete Loop Returns history right in the Gorgias sidebar.

Your agents can see important details at a glance, like:

• The current status of a return

• Shipping and tracking information

• The reason the customer gave for the return

• Which items were sent back and what they were exchanged for

Having this context means agents can answer questions more quickly and accurately, providing a premium experience for every customer.

Self-service returns for your customers

The integration also makes it easier for customers to help themselves. By using Gorgias’s Order Management feature (which you can put in your chat widget or help center), a customer can find the order they want to return. From there, they get sent straight to your branded Loop Returns portal to finish the process. This is a huge help for efficiently managing "how do I make a return?" inquiries.

AI-powered links and canned responses

Gorgias has its own AI Agent that can be set up to spot a return request and automatically reply with a personalized link to the Loop portal. This handles the first touchpoint instantly. Your team can also create Macros (which are basically saved replies) that pull in data from Loop, like a tracking number, to give quick updates with just one click.

Considerations for scaling your Gorgias Loop Returns integration

While the native integration is a fantastic starting point, there are ways to further enhance it as you scale your automation.

Focused knowledge and integration expansion

The integration works exceptionally well within the Gorgias and Shopify ecosystem. It provides deep visibility into orders and returns. For teams that have additional information living in other apps - like detailed policies on a Confluence page or warranty details in a Google Doc - you might consider adding a complementary tool.

To give even more comprehensive answers, you can use eesel AI alongside Gorgias. eesel connects to your Gorgias helpdesk and also pulls in your other knowledge sources. It brings together information from past tickets, help centers, and internal docs, ensuring your AI agent always has the full story to support your Gorgias setup.

Sophisticated and robust automation

If you check out the setup instructions, you'll see that connecting the two apps allows for very detailed configuration. You can authorize the apps, customize the widget layout, and build out specific rules. While this takes some initial setup, it results in a very reliable and structured workflow.

For teams that want to supplement this with even faster deployment, eesel AI is designed to be incredibly easy to set up as an add-on. You can connect your knowledge sources and be up and running in minutes, working perfectly alongside your existing Gorgias flows.

Flexible and tiered pricing

Gorgias's pricing is designed to scale with your success, based on billable tickets and per-resolution fees for AI. This tiered approach means you only pay for the value you receive. During busy seasons like Black Friday, Gorgias ensures you have the capacity to handle a surge in returns.

For those who prefer a different cost structure for their AI automation, eesel AI offers a simple, predictable pricing model with a flat monthly fee that works in tandem with your Gorgias plan. This gives you multiple options to budget effectively as you grow.

Gorgias pricing

To understand your investment, it helps to look at how Gorgias structures its pricing. Their plans are mostly based on how many "billable tickets" you handle each month, allowing for a flexible model that matches your team size. A billable ticket is any conversation that gets a reply from a human agent, a rule, or the AI.

Gorgias offers powerful AI features across various tiers to ensure every business has access to automation.

Here’s a quick look at their plans for 2026:

Plan	Monthly Price (Billed Annually)	Billable Tickets/mo	AI Interactions	Overage Cost (Tickets)
Starter	(from $10/mo)	50	0	+$0.40 / ticket
Basic	(from $50/mo)	300	60	+$40 / 100 tickets
Pro	(from $300/mo)	2,000	600	+$36 / 100 tickets
Advanced	(from $750/mo)	5,000	2,500	+$36 / 100 tickets
Enterprise	Custom	Custom	Custom	Custom

A flexible companion to Gorgias Loop Returns: eesel AI

If you're looking to extend the capabilities of your Gorgias setup, eesel AI is a great complementary option. It is built to plug into the helpdesk you already use (like Gorgias) and give it an upgrade with fully customizable automation.

Unify all your knowledge for smarter returns

The best support often depends on having all the facts. While Gorgias handles the ticket and order data perfectly, eesel AI can bring in the rest.

eesel AI integrates with Gorgias and also connects to your Confluence, Google Docs, Notion, and over 100 other tools. This lets it assist with tricky questions by checking your official policy documents against order details in real-time within the Gorgias ecosystem.

Test with confidence and go live quickly

One of the helpful features of eesel AI is its simulation mode. Before going live, you can run it on your past return-related tickets. This shows you how it would have replied, helping you find any gaps in your knowledge base. It's a risk-free way to enhance your Gorgias automation.

Predictable pricing for your AI needs

With eesel AI’s workflow engine, you work alongside Gorgias to decide which types of return questions the AI handles. You can tag tickets, send the Loop link, or pass conversations to specific teams based on your needs.

Since eesel AI offers a flat monthly fee, it serves as a predictable cost-management tool that works in harmony with your Gorgias subscription.

Feature	Gorgias + Loop Returns	eesel AI (with Gorgias)
Knowledge Sources	Deep Gorgias and Shopify data	Expands coverage to 100+ sources (Gorgias, Confluence, GDocs)
Automation Control	Structured rules and flows	Customizable prompt and workflow engine
Pre-Launch Testing	Manual testing options	Simulation on historical tickets
Setup Time	Comprehensive configuration	Self-serve, quick deployment
Pricing Model	Usage-based (tiered)	Flat monthly fee (predictable)

Is Gorgias Loop Returns right for you?

The Gorgias Loop Returns integration is a powerful and popular choice for e-commerce teams that value the Shopify ecosystem. It does an impressive job of pulling return data into one place and enabling customer self-service, which saves your team significant time.

Gorgias remains the gold standard for e-commerce support, offering a mature, reliable platform that scales with you. For teams looking to add even more flexibility to their knowledge base or automation workflows, a modern platform like eesel AI can be a great companion. By enhancing the helpdesk you already have, you can automate returns and all kinds of customer questions with total confidence.

Take the next step

Ready to see how Gorgias and intelligent AI can transform your support? eesel AI connects to your Gorgias account in minutes to help you automate support with ease.

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