Redo is a returns, exchanges, and package-protection platform for Shopify merchants. The Redo App Platform integration brings a Customer’s recent returns, package-protection claims, and warranties into Gladly so Team members can answer questions without leaving the Customer Profile.
Team members can see status, returned items, compensation, gift cards, shipment tracking, return-label links, and merchant notes. They can also look up returns by order number, generate an order-specific return-portal link, add comments, flag returns for review, and optionally update return statuses.
Key benefits
Answer return questions faster
The Card shows the Customer’s recent returns, claims, and warranties with status, items, compensation, and shipping details.
Re-share tracking and labels
Shipment details include tracking numbers, tracking links, and return-label PDF links when Redo provides them.
Find returns outside the Customer Profile match
Team members can search by Shopify order number when a return was created under another email address, such as a guest checkout. The lookup result leads with the returned name and email so the Team member can verify identity before sharing details.
Handle approved return tasks in Gladly
Team members can add a Redo timeline comment, flag a return for review, or, when an Administrator enables the feature, reopen, complete, or reject a return. Status updates do not issue refunds, store credit, or exchanges.
Supported features
The Redo App Platform integration is available across multiple areas of Gladly:
Gladly AI
Data Pulls are available in Guides. Guides can retrieve the Customer’s matched Redo returns, claims, and warranties during Conversations to answer questions such as “What is the status of my return?” or “Can you resend my return label?”.
Gladly Team
One Redo Returns & Claims Card displays in Customer Details. It shows up to the 10 most recently updated matching records with items, compensation, gift cards, shipping, notes, and a Manage in Redo link.
Agent actions
Five action forms can be registered in the + menu. Action results are recorded in the Conversation timeline. Actions available to Team members are also available to Sidekick; the app’s configuration gates apply to every caller.
Details
What data can you access
Customer Profile
Primary and additional email addresses used to find matching Redo records
Up to five Customer Profile email addresses per data refresh
Returns, claims, and warranties
Redo return ID, request type, and status
Shopify order name and Redo order ID
Created and last-updated dates
Compensation methods
Refund, store-credit, exchange, charge, and shipping-fee totals when available
Returner email when available
The start date of the data window
A link to manage the record in Redo
Returned items
Product title and variant when available
Quantity and item value when available
Return reason and Customer comment when available
Exchange product and variant when available
Gift cards
Amount and currency
Gift-card code, masked by default and shown in full only when an Administrator enables full-code display
Shipping
Carrier and shipment status
Tracking number and tracking link when available
Return-label PDF link when available
Estimated delivery and delivered dates when available
Notes
Merchant notes recorded on the return when available
Supported actions
Look up Redo returns by order
Inputs: Shopify order number. Valid for a store order with or without a leading #. Searches Redo for returns, claims, and warranties for that order. This is a store-wide lookup, so the result leads with a complete Customer name and email. Results without a safe identity are withheld. Confirm the returned identity before sharing details.
Send return portal link
Inputs: Customer email and Shopify order number. Requires the merchant’s configured Redo Return Portal URL. Verifies the order with Redo, then creates an order-specific self-service link so the Customer can start or manage a return. The email must match the order in Redo. The link is bearer access to that order’s returns; share it only with the Customer it belongs to.
Add a comment to a return
Inputs: a return selected from the Customer’s matched Card data and comment text. Valid for a return shown on the Customer Profile. Adds the comment to the return’s timeline in Redo. Requires the returns_write API scope.
Flag a return for review
Inputs: a return selected from the Customer’s matched Card data. Valid for a return shown on the Customer Profile. Marks the return as flagged for the merchant’s attention. Flagging does not change compensation and requires the returns_write API scope.
Update return status
Inputs: a return selected from the Customer’s matched Card data, a new status of Reopen, Complete, or Reject, and a confirmation checkbox. Requires the Administrator to enable return status updates and requires the returns_write API scope. Reopening does not reverse refunds or exchanges already performed. Completing marks all items complete and issues no compensation. Rejecting changes the return status to rejected.
Merchants decide which Team members can use the write actions and when their operating procedures allow a status change. The app does not hide status options based on the return’s current status. Keep Enable return status updates disabled unless the merchant has approved these actions for both Team members and Sidekick.
How does customer matching work?
Primary email address — when present, the app searches it first.
Additional email addresses — the app searches up to five unique Customer Profile email addresses in total.
Case handling — Redo’s email filter is case-sensitive. The app sends each address exactly as stored in Gladly and also sends its lowercase form when different. A return can still be missed if Redo stored another capitalization.
Return identity — the app prefers the returner’s email recorded on the return. If Redo omits it, the app uses the Customer email from the exact associated order.
No email address — no request is made and no Redo data is returned.
Incorrect email address — if the Customer Profile contains another person’s email, the Card may show that person’s matching Redo data.
Data window — the app requests records updated within the last year and shows the 10 most recently updated matches. Use order-number lookup when a known return is missing.
Key use cases
1. Check a return or claim status
Use case: a Customer asks where their return, claim, or refund stands.
How it works:
Open the Customer Profile and find the record on the Redo Returns & Claims Card.
Review its status, compensation, returned items, and updated date.
Explain the current state and next step to the Customer.
Business impact: Team members answer routine status questions with the current Redo context in Gladly.
2. Re-share tracking or a return label
Use case: a Customer lost their return label or needs shipment tracking.
How it works:
Expand the return’s Shipping section on the Card.
Review the carrier and shipment status.
Share the tracking link or Return label (PDF) link when available.
Business impact: Team members can re-share existing shipment resources without regenerating them in Redo.
3. Find a return under another email
Use case: a known return does not appear on the Customer Profile, such as a guest-checkout order.
How it works:
Open Look up Redo returns by order from the + menu.
Enter the Shopify order number.
Confirm the returned name and email match the Customer before sharing any return details.
Business impact: Team members can find records that are outside the Card’s email match or one-year data window while keeping identity visible.
4. Send the Customer to the return portal
Use case: a Customer wants to start a new return or manage an existing return for an order.
How it works:
Open Send return portal link from the + menu.
Confirm the prefilled Customer email and enter the Shopify order number.
Generate the link and send it only to the Customer whose email matches the order.
Business impact: the Customer reaches the correct self-service order without another password prompt.
5. Escalate a return for merchant review
Use case: a Customer disputes an outcome or the return needs merchant attention.
How it works:
Add a comment that summarizes the Conversation on the return’s Redo timeline.
Use Flag a return for review to mark the record for attention.
Tell the Customer what follow-up to expect under the merchant’s operating process.
Business impact: the Redo record carries the Conversation context and a visible review signal.
6. Apply an approved status update
Use case: the merchant permits a trained Team member to reopen, complete, or reject a return during the Conversation.
How it works:
Review the return and confirm the intended operational outcome.
Open Update return status, select the new status, and check the confirmation box.
Submit the update and verify the result in the Conversation timeline and Redo.
Business impact: approved status changes can be completed in Gladly without issuing or changing Customer compensation.