Skip to content
Documentation
All docs

Account & Settings

Connect RefundSentry to Gorgias

Install, repair, and remove the read-only RefundSentry ticket widget in Gorgias.

RefundSentry adds read-only post-purchase abuse context to the Gorgias ticket sidebar. Agents can review the existing RefundSentry assessment without leaving their support workspace.

Before you connect

  • Install RefundSentry on the Shopify store you want to use.
  • Connect that same store to Gorgias with Gorgias’s Shopify integration.
  • Keep exactly one Shopify store connected to the Gorgias account. Multi-store Gorgias accounts are not supported yet.
  • Use a Gorgias administrator account and a Shopify account that can open RefundSentry.

Connect RefundSentry

Installation starts with one click in Gorgias, then guides you through permissions and Shopify verification:

  1. Open RefundSentry in the Gorgias App Store and click Connect app.
  2. Review and approve the permissions shown by Gorgias.
  3. Complete the Shopify step for the store where RefundSentry is installed.
  4. In RefundSentry, open Settings → Connections. The Gorgias support workspace should show Active.

Setup creates one Gorgias HTTP integration and one ticket widget. Repeating the install reconciles those resources instead of creating duplicates.

What agents see

When RefundSentry can safely match the ticket customer, the widget can show:

  • The relevant order, return, or refund and its risk score.
  • The recommended handling path, confidence, and data coverage.
  • The strongest evidence and recent customer behaviour.
  • Watch or block protection state when one is active.
  • Recent assessed cases and a direct link to the supporting RefundSentry dossier.

The widget reads assessments already stored by RefundSentry. It does not rescore the case, send replies, or execute refunds, returns, cancellations, holds, or blocks. If the customer cannot be matched safely, it shows a neutral state and no case data.

Repair the connection

If the widget is missing, stale, or marked as needing attention, open Settings → Connections → Gorgias support workspace and click Repair. Repair reconciles the existing integration and widget without changing RefundSentry assessments. If Gorgias authorization has expired or been revoked, reconnect from the Gorgias App Store instead.

Disconnect and remove the widget

Open Settings → Connections → Gorgias support workspace and click Disconnect. RefundSentry immediately turns off Gorgias data access and clears the connection credential. Automatic cleanup then removes the Gorgias widget and HTTP integration and revokes the Gorgias grant. If Gorgias is temporarily unavailable, cleanup retries automatically.

Disconnecting Gorgias does not uninstall RefundSentry from Shopify or delete its scores, dossiers, settings, or history. It also does not change Gorgias tickets. Uninstalling RefundSentry from Shopify disables that store’s Gorgias connection as well. To reconnect, start again from the Gorgias App Store.

Troubleshooting

  • No widget or an old layout: Run Repair, then update the ticket or add a message so Gorgias refreshes the integration.
  • Reconnect required: Start RefundSentry again from the Gorgias App Store and approve access.
  • Customer could not be matched: Confirm the ticket customer email belongs to one RefundSentry customer profile.
  • No relevant case: The customer is known, but RefundSentry has no assessed order, return, or refund to show yet.
  • More than one Shopify store in Gorgias: Leave only the intended store connected, then restart the install or run Repair.

Still stuck? Email [email protected].