The AfterShip app is set up from Gladly’s Settings. You will need your AfterShip API key, found in the AfterShip admin panel under on the API Keys settings page.
Step 1: Open the Apps settings
In Gladly, go to Settings > Apps. This is where you manage your App Platform integrations.
Step 2: Create a configuration
Click the Create Configuration button. When prompted for the External App, choose the AfterShip app (aftership.com/AfterShip/v2.0.0).
Step 3: Enter your AfterShip API key
Enter your API Key, found in the AfterShip admin panel under Settings > API Keys. It needs Tracking API and Returns API permissions.
Optionally set Results limit: the maximum shipments, returns, and claims shown per lookup. Defaults to 20.
Step 4: Add your AfterShip store ID, if you are not on Shopify
If you use AfterShip’s Commerce sync, enter your AfterShip store ID so Gladly can also show the order behind each shipment (what was bought, what it cost, and how much of it can still be returned).
Skip this if you are on Shopify, since that order data already comes through Gladly’s Shopify integration. Leave it empty if you are not sure, and the feature simply stays off, with nothing else affected.
Step 5: Enter your return policy
AfterShip cannot tell Gladly your return rules, so set them once here and Gladly applies them to every order. Team members then see “Returnable until Oct 4 (12 days left)” on the shipment itself.
How many days do customers have to start a return? Enter just the number of days, such as 30, or leave it empty to turn this off.
Counting from when? Defaults to “The day it was delivered (most common).” If that date is missing on an order, the card says the window is unknown rather than guessing.
Which orders can NEVER be returned? Optional: comma-separated order tags, such as final-sale or clearance. Anything tagged this way shows as “Not returnable,” regardless of capitalization.
Reasons your team may give when REJECTING a return or a claim: optional and comma-separated (for example, Outside the return window, Item shows signs of wear, Final sale item). This text is emailed to your customer in your brand’s name, so anything not on the list is refused, by agents and AI alike; leave it blank to allow free text instead.
Step 6: Decide on the actions that cost money
Three toggles are off by default. Leave them off unless team members should be able to take these actions from the card:
Return rejection: “Let agents reject a customer’s return.” It’s irreversible, since AfterShip has no un-reject action, and it emails your reason to the customer under your brand.
Warranty claim rejection: “Let agents reject a warranty claim.” Irreversible, and AfterShip emails your reason to the customer.
Warranty claim processing: “Let agents process a warranty claim (repair, replace, store credit).” This is what ships replacements, sends repair kits, or issues store credit; also set Allowed warranty resolutions below.
Allowed warranty resolutions (optional, comma-separated): repair_item, replace_item, send_repair_kit, issue_store_credit, other. Leaving this blank permits nothing, so every processing request is refused until at least one resolution is listed.
Step 7: Save and add the cards
Save the configuration, then add the AfterShip cards to the Customer Profile layout.
Step 8: Register the agent forms in Org Manager
In Org Manager, go to Integrations > External App Forms (Actions) and add one row per form, using the form’s directory name: getReturnLabel, approveReturn, rejectReturn, resolveReturn, predictDeliveryDate, retrackShipment, approveClaim, rejectClaim, checkClaimResolutions.
Publishing here replaces the whole list, so read the existing rows first and add to them rather than overwriting. This step is easy to miss: if it is skipped, the cards render normally and the compose menu simply has no AfterShip actions in it, which looks identical to an app that does not offer any.
Contact Support
Users assigned the Team Manager or Administrator roles can contact Gladly Support. Log into Gladly as one of these roles, click the hamburger menu on the top-left corner, then click Contact Gladly Support. Gladly Support’s primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.
Please select the correct business impact (P1 to P4).
Most requests should be sent as a P4.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.