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. But if you mess it up, you're looking at frustrated customers who probably won't be coming back. 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, where it has some weak spots, and what it’ll cost you. We’ll get into the features, potential headaches, and pricing so you can decide if it’s the right fit. We’ll also look at how a more modern, flexible AI can give your support automation a serious boost.

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 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.

A screenshot of the Gorgias dashboard, which provides a centralized view of customer support tickets and data for the Gorgias Loop Returns integration.

What is Loop Returns?

Loop Returns is a tool that focuses on one thing: 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 cuts down on the repetitive, manual tasks that can really bog down your support team.

How the integration works

The Gorgias Loop Returns integration links these two 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 smoother experience for them and deflects tickets from 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 a dozen browser tabs just to find one piece of information for a customer. This integration helps stop that madness 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, and they don't have to put the customer on hold to go digging for information.

The Gorgias sidebar showing integrated Shopify and returns data, a key feature of the Gorgias Loop Returns system.

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 deflecting all those simple "how do I make a return?" tickets.

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 without any human effort. 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.

Gorgias's AI assistant automatically responding to a customer query about their Gorgias Loop Returns status.

Limitations of the Gorgias Loop Returns integration

While the native integration is a decent starting point, it has a few trade-offs you should be aware of, especially if you plan on scaling up your automation.

A closed-off system with siloed knowledge

The integration works well, but it pretty much only knows what's happening inside the Gorgias and Shopify bubble. It can see orders and returns, but what about all the other information that lives elsewhere? Your detailed return policy might be on a Confluence page, or specific warranty details could be in a Google Doc. When a customer asks a more complicated question, your agents (and the Gorgias AI) are stuck and have to go search for the answer manually.

To give genuinely helpful answers, an AI needs to see the bigger picture. That's where a tool like eesel AI comes into play. eesel connects not just to your Gorgias helpdesk but also to all your other knowledge sources. It pulls together information from past tickets, help centers, wikis, and internal docs, so your AI agent always has the full story.

Complex and rigid automation

If you check out the setup instructions, you'll see that connecting the two apps is more than a one-click affair. You have to authorize the apps, manually tweak the widget layout, and build out specific rules to get the automation working. It can be a bit of a project, and the automation itself tends to follow a strict "if this happens, then do that" logic. If you need to adjust a process, you have to go back in and edit the flows by hand.

This is a big difference from modern AI tools like eesel AI, which are designed to be incredibly easy to set up. You can connect your knowledge sources, adjust your AI's personality, and be up and running in minutes. There's no complicated workflow builder to wrestle with.

Unpredictable and high costs

Gorgias's pricing is based on billable tickets and, for their AI, per-resolution fees. This means during a busy season like Black Friday, a surge in returns can lead to a surprisingly large bill. You get charged for the helpdesk tickets and then again for each automated response, with overage fees kicking in if you go over your plan's limits. This makes it really tough to predict and budget your costs.

This is a common headache with per-resolution pricing. It's why eesel AI uses a simple, predictable pricing model with a flat monthly fee. You're never punished for automating more customer issues, so your costs don't suddenly spike right when you need the automation the most.

Gorgias pricing

To really get a handle on the potential costs, it helps to look at how Gorgias structures its pricing. Their plans are mostly based on how many "billable tickets" you handle each month. A billable ticket is any conversation that gets a reply from a human agent, a rule, or the AI.

The AI features you'd need for full returns automation are usually in the higher-tier plans or sold as add-ons, and they have their own limits priced per "automated interaction."

Here’s a quick look at their plans:

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 alternative to Gorgias Loop Returns: Automating with eesel AI

If the idea of a closed-off system and unpredictable pricing makes you a bit nervous, a more flexible AI platform could be the way to go. eesel AI is built to plug into the helpdesk you already use (like Gorgias) and give it a major upgrade with smart, fully customizable automation.

Unify all your knowledge for smarter returns

Returns are rarely straightforward. The answer to a customer's question often depends on your official return policy, details about a specific product, or shipping info, all of which could be stored in different places.

eesel AI fixes this by integrating with Gorgias and also connecting to your Confluence, Google Docs, Notion, and over 100 other tools. This lets its AI agent answer tricky questions like, "Can I return a final sale item if it's defective?" by checking your official policy document against the customer's order details in real-time.

A screenshot showing how eesel AI connects to multiple knowledge bases, which is a flexible alternative to the Gorgias Loop Returns system.

Test with confidence and go live in minutes

One of the coolest features of eesel AI is its simulation mode. Before you ever let the AI talk to live customers, you can run it on thousands of your past return-related tickets. This shows you exactly how it would have replied, giving you an accurate prediction of your automation rate and helping you find any gaps in your knowledge base. It's a completely risk-free way to roll out automation, which is a lot better than the "build it and hope for the best" approach of some native integrations.

eesel AI's simulation mode for testing automated responses to Gorgias Loop Returns queries before going live.

Get full control and predictable pricing

With eesel AI’s customizable workflow engine, you have the final say on which types of return questions the AI handles and what it does. You can tell it to tag tickets, send the Loop link, or pass a conversation to a specific team based on what the customer is asking.

And since the pricing is a flat monthly fee, your bill is the same whether you automate 100 or 1,000 return requests. It's simple, predictable, and easy to budget for as your business grows.

Feature	Gorgias + Loop Returns	eesel AI (with Gorgias)
Knowledge Sources	Limited to Gorgias & Shopify data	Unifies knowledge from 100+ sources (Gorgias, Confluence, GDocs)
Automation Control	Based on rigid rules and flows	Fully customizable prompt & workflow engine
Pre-Launch Testing	Limited to manual testing	Powerful simulation on historical tickets
Setup Time	Multi-step manual configuration	Self-serve, go live in minutes
Pricing Model	Per-ticket and per-interaction (unpredictable)	Flat monthly fee (predictable)

Is Gorgias Loop Returns right for you?

The Gorgias Loop Returns integration is a solid and popular choice for e-commerce teams that live and breathe the Shopify ecosystem. It does a fine job of pulling return data into one place and enabling some basic self-service for customers, which can definitely save your team some time.

However, its limits when it comes to knowledge sources, automation flexibility, and its unpredictable pricing can become real roadblocks for teams trying to scale their support. For those teams, a modern AI platform like eesel AI offers a more powerful, flexible, and budget-friendly path forward. By enhancing the helpdesk you already have instead of locking you into a closed system, you can automate not just returns, but all kinds of customer questions with total confidence.

Take the next step

Ready to see how a truly intelligent AI can transform your support in Gorgias? eesel AI connects to your tools in minutes and gives you the power to automate support with confidence.

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