The Redo app is set up entirely from Gladly’s Settings, no command-line tools are required.
Before you start
Confirm you have Administrator permission in Gladly.
Use a Redo account with access to Settings > Developer.
In Redo, open Settings > Developer and create a dedicated API token for Gladly with Create API token. Scope it to Returns > Read and Orders > Read for the Card, order lookup, and return-portal link. Add Returns > Write only if Team members will comment on, flag, or update returns. Do not grant Orders > Write or Customers > Write.
Copy the API secret when it is shown – it is displayed only once – and record the Store ID from the General section of Settings > Developer.
Decide whether to enable return status updates and whether to show full gift-card codes. Both are disabled by default.
Decide which Team members can use the write actions and document the merchant’s status-update procedures.
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. Give the configuration a recognizable name, such as Redo, and when prompted for the External App, choose the Redo app (gladly.com/redo/v1.2.0).
Step 3: Enter your Redo credentials
Store ID – from the Redo dashboard under Settings > Developer, General section.
API secret – the secret for the dedicated API token you created for Gladly. It is shown only once when the token is created, so copy it before closing the dialog.
Return portal URL – every Redo store has one. Open
https://api.getredo.com/v2.2/stores/<your-store-id>/customer-portalin a browser; it redirects to your store’s returns.getredo.com widget URL. Enter only that base URL, ending in /returns-portal/.
Step 4: Choose the optional settings
Two settings control the write features, and both are disabled by default.
Enable return status updates – lets Team members and Sidekick reopen, complete, and reject returns; it issues no refunds, store credit, or exchanges, and requires the Returns > Write scope.
Show gift card codes – controls how gift-card codes appear. Masked by default, showing the amount and last 4 characters only.
Step 5: Activate and save
Switch the configuration from inactive to active, then save it. Add the Redo Returns & Claims Card to the Customer Profile layout.
Step 6: Register the action forms and card
Contact Gladly Support to register the returns card and these forms under External App Forms so they appear in the + menu:
lookupReturnsByOrder– Look up Redo returns by ordergetReturnPortalLink– Send return portal linkaddReturnComment– Add a comment to a returnflagReturn– Flag a return for reviewupdateReturnStatus– Update return status
Step 7: Verify the installation
Open a known Redo Customer Profile, confirm the Card displays, and confirm the expected actions appear in the + menu. If the Card shows no data, check the Customer Profile email addresses, the Store ID and API secret, and the token’s API scopes. Run a read-only order lookup first. If write actions are enabled, use a disposable sandbox return and verify the result in both the Conversation timeline and Redo.
Contact Support
For additional help, refer to the App Platform examples repository or contact Gladly 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.