A practical Gorgias macro template for return instructions without a portal (and an AI automation option)

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 regularly. It's a necessary part of the job, and Gorgias makes it easy to handle efficiently.

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. I'll also highlight how you can scale this further using smart AI tools that work alongside your Gorgias setup to handle the process with even more automation.

What is a Gorgias macro?

Simply put, a Gorgias macro is a pre-written answer you can send with a single click. It's a highly effective way to manage your time and ensure you're never typing the same reply twice.

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 perform 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 manually, by sending instructions through email. It gives the customer clear steps to follow, so your team can provide professional service without the manual effort of typing it out every 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 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:

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}}

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.

Scaling your support with Gorgias macros

Macros are a fantastic tool that power thousands of support teams. As your business scales and the ticket volume grows, you might find opportunities to add even more automation to your multi-step returns process.

Here are a few things to consider as you grow your macro library:

• Agent focus. Macros empower agents to respond quickly, allowing them to handle a higher volume of requests with ease. As you grow, you might look for ways to automate the most repetitive clicks to free up more of your team's time for complex issues.

• Manual verification. While a macro provides the text, an agent can quickly check if a customer is eligible for a return. Gorgias's Shopify integration makes this process fast and seamless, and adding an AI layer can help automate these checks even further.

• Managing complex inquiries. Sometimes a customer asks multiple questions in one ticket. Macros are great for the "return" part, and agents can then easily customize the rest of the response to ensure a cohesive conversation.

• Library organization. As your team creates more macros for different scenarios, keeping your library organized is key. Gorgias provides the tools to manage this, and adding AI can help by automatically identifying which response fits best.

Automating returns with an AI agent: A complementary approach

If macros are your primary tool for efficiency, a dedicated AI agent is like an assistant that works alongside your team 24/7. It's built to complement your Gorgias workflow by handling repetitive tasks.

This is exactly what a tool like eesel AI does. It works within the Gorgias ecosystem to enhance what your macros already do.

• It learns from your established workflows. You don't have to start from scratch. An AI agent can learn from your existing Gorgias conversations and macros, adopting your brand's unique voice and tone to provide consistent support.

• It handles routine steps. An AI agent from eesel can be configured to assist with the steps that usually require manual input. When a return request arrives, the AI can:

  1. Automatically verify the order in Shopify to check the purchase date.
  2. Check for "final sale" items or other policy details.
  3. If eligible, provide the correct return instructions immediately.
  4. If not eligible, provide a clear and helpful explanation to the customer.
  5. Tag the ticket in Gorgias for easy tracking by your team.

• It integrates with your current setup. The best part is that you can keep using Gorgias exactly as you do today. An AI agent from eesel AI for Gorgias connects easily and starts working within your existing dashboard to make your support even smarter.

Gorgias pricing

Gorgias is a mature, scalable platform with tiered plans designed to match the needs of growing teams. Here is a breakdown of the current Gorgias helpdesk plans.

Note: This information is based on the Gorgias pricing page and reflects the reliable, tiered options available in 2026.

Moving from macros to advanced automation

A Gorgias macro template for return instructions without a portal is an excellent way to start professionalizing your support. It ensures consistency and saves your team time, which is why Gorgias is the trusted choice for so many brands.

As your brand continues to grow, you may find that you want to automate even more of the manual checks and tagging that your team handles.

Adding an AI agent to your Gorgias setup is a natural progression. It’s about enhancing your existing automation to handle decision-making tasks instantly. This keeps your response times low and frees up your agents for the high-value conversations that build long-term customer loyalty.

Take your support further

If you're ready to see how a fully integrated AI agent can complement your Gorgias macros to handle returns and other common inquiries, explore eesel AI's integration for Gorgias. It’s a powerful way to make your already excellent support even more efficient.