A practical Gorgias macro template for return instructions without a portal (and a better AI alternative)

If you're running an e-commerce store without a dedicated returns portal, you know the drill. The same "how do I return this?" ticket pops up again, and again, and again. It's a necessary part of the job, but it can feel like you’re stuck in a loop.

For teams using Gorgias, macros are a lifesaver for tackling these repetitive questions and getting some precious time back. In this guide, I'll share a copy-paste Gorgias macro template for return instructions without a portal. But I'll also be honest about where macros hit their limit and show you how a smart AI tool can handle the entire return process for you, no manual work required.

What is a Gorgias macro?

Simply put, a Gorgias macro is a pre-written answer you can send with a single click. It's your secret weapon against typing the same reply a dozen times a day.

A look at the Gorgias dashboard where macros are used to respond to customer tickets quickly.

But these aren't just basic canned responses. Gorgias macros can pull in customer details like their name ("{{customer.name}}") or order number ("{{ticket.last_order.number}}") to make the message feel personal. You can also use them to do simple tasks, like adding a tag to a ticket or assigning it to a specific person. For any team on Gorgias, they’re a must-use for working faster and keeping your brand voice consistent across all your responses.

How to create your Gorgias macro template for return instructions without a portal

This macro is built for anyone handling returns the old-school way, by sending instructions through email instead of using an automated portal like Loop or Returnly. It gives the customer clear steps to follow, so your team doesn't have to write it all out every single time.

Step-by-step guide to creating your macro

Here’s how you can get this set up in your Gorgias account in just a couple of minutes:

1. In your Gorgias dashboard, go to "Settings > Productivity > Macros".

2. Click the "Create Macro" button.

3. Give it a name you'll remember, like "Returns - Manual Instructions".

4. Copy the template below and paste it into the "Response text" field.

5. Set up any actions you want. For example, you could have it automatically add the tag "return-request" and assign the ticket to your returns team.

The Gorgias interface for creating a new macro and setting up automated actions like adding a tag.

The return instructions macro template

Here’s the template you can copy and paste directly into your Gorgias macro editor.

Hi {{customer.first_name}},

Thanks for getting in touch. We can definitely help you with the return for order #{{ticket.last_order.number}}.

To get started, just make sure your item fits our return policy:

• The return needs to be sent back within 30 days of when it was delivered.

• The item should be in its original, unused condition with all the tags still attached.

If that all checks out, please package the item securely and ship it to this address:

[Your Company Name]

[Your Return Address]

[City, State, ZIP Code]

Please make sure to include your order number inside the package so we know it's yours. Once we get the item and check it over, we'll process your refund in about 3-5 business days.

Let us know if you have any other questions!

Best,

{{ticket.assignee.first_name}}

Where Gorgias macros fall short

Macros are a fantastic tool, but they aren't a silver bullet. As your business scales and the ticket volume grows, you'll start to notice the cracks in a macro-only strategy, especially for something as multi-step as returns.

Here are a few ways static templates can hold you back:

• They still need a human. An agent has to read the ticket, understand the request, find the right macro from the list, and then click send. It saves on typing, sure, but it still takes up an agent's time and focus that could be spent on trickier customer problems.

• They don't know the full story. A macro can't check if a customer is even eligible for a return on its own. Is the order past the 30-day window? Was it a final sale item? Your agent still has to hop over to your e-commerce platform to check these details first, which slows things down and adds another manual step.

• They can't handle multiple questions. What if a customer asks to make a return and has a question about a different product? The macro only solves half the problem, making the conversation feel a bit disjointed and forcing the agent to type out a custom response anyway.

• Your macro list gets messy. As you grow, you end up creating tons of slightly different macros for every little situation. Before you know it, you have a huge list that’s a pain to keep updated, and it's easy for agents to accidentally grab the wrong one.

A Gorgias ticket view showing the integrated Shopify data panel, which agents must manually check before using a Gorgias macro template for return instructions without a portal.

Automating returns with an AI agent: A better approach

If macros are a handy tool, a dedicated AI agent is like adding a new, fully-trained team member who works 24/7. It's built to handle the entire workflow, not just send a single message.

This is exactly what a tool like eesel AI does. It picks up right where macros leave off.

• It learns from your past tickets. You don't have to sit there and create dozens of rigid templates. Instead, an AI agent can read through your past Gorgias conversations, learn exactly how your team handles returns, and automatically adopt your brand's unique voice and tone.

• It can take action. This is the big difference. An AI agent from eesel can be set up to follow a series of steps that a macro just can't. When a return request arrives, the AI can be configured to:

  1. Automatically look up the order in Shopify to check the purchase date.

  2. Verify if the item was in a "final sale" category.

  3. If it's eligible, send the correct return instructions tailored to that customer.

  4. If it's not eligible, send a polite, clear refusal explaining exactly why (e.g., "It looks like this order is outside of our 30-day return window.").

  5. Automatically tag the ticket as "return-eligible" or "return-ineligible" for your records.

• It works with your existing setup. The best part is you don't need to change your whole workflow. An AI agent from eesel AI for Gorgias connects in just a few clicks and starts working right alongside your team, making everything smarter.

An example of an AI agent from eesel AI automatically checking Shopify and responding to a return request within Gorgias.

Gorgias pricing

When you're thinking about your support tools, cost is always a factor. To help you see the full picture, here’s a quick look at Gorgias's helpdesk plans.

Note: This information is based on the Gorgias pricing page and may change over time.

Moving from macros to true automation

A Gorgias macro template for return instructions without a portal is a great first step. It will absolutely save you time and keep your responses consistent, which is a huge win for any support team.

But as your brand grows, you'll start to feel the pinch. The time your team spends manually checking order details, finding the right macro, and tagging tickets really starts to add up.

Moving to an AI agent is the natural next move. It’s about shifting from just sending pre-written messages to automating the entire decision-making process behind the scenes. This frees up your team to focus on the complex, high-value conversations that build customer loyalty, all while knowing the repetitive stuff is handled for them instantly and accurately.

Take your support beyond macros

If you're ready to move beyond static templates and see how a fully integrated AI agent can handle your returns, order status questions, and other common tickets, explore eesel AI's integration for Gorgias. You can get it running in a few minutes and start automating right away.