Return questions are among the most common a support team handles, and answering them usually means leaving the Conversation for the returns portal. Gladly’s Refundid integration surfaces a Customer’s Refundid returns – both Instant and Standard – directly on the Customer Profile, with the status, refund amounts, returned items and shipment tracking a team member needs to answer in the first reply.
Key benefits
See where every return stands, instantly
The Refundid Returns card shows each return’s type and status, its RMA and order number, the amount requested and the amount finally refunded, and the items being sent back – live from Refundid, on the Customer Profile, with no searching.
Track the return shipment without a second tab
Each return carries its carrier, tracking number, latest tracking status and the date of that status, plus a link to the return label when Refundid has issued one – so “where is my parcel?” is answered from the same card as “where is my refund?”.
Find returns that aren’t on the profile
Not every return matches a Customer’s email address, guest checkouts and returns filed under a second address are common. A team member can search Refundid by order number from the Conversation without changing tools.
Send Customers the right link to start a return
Once an administrator adds the return portal details, every return includes a copyable link a team member can send to the Customer. The link is built for you, so nobody has to remember the portal’s URL format.
Read-only by design
The app only reads from Refundid. It does not close, approve or decline returns, add notes, flag returns, purchase labels or issue refunds – connecting it cannot change anything in your Refundid account.
Supported features
The Refundid App Platform integration is available in the following areas of Gladly:
Gladly Team
The Refundid Returns card is available on the Customer Profile. When a team member opens a Conversation, the card matches the Customer’s email addresses against Refundid and lists their returns. The Look up Refundid returns action is available from the Conversation’s compose menu for returns that don’t match the profile.
Refundid is connected with a single API key issued by Refundid – there are no OAuth prompts, portal IDs or command-line tools required at any point.
Details
What data can you access
Refundid Returns card
Return type – Instant or Standard – and its current status
RMA number, order number, and the date the return was created
The resolution chosen for the return, such as a standard refund
Refund amounts: the requested total, and the subtotal, store return fee and Customer shipping cost behind it
The final refund amount and outbound shipping refund once the return is closed, with the date it closed and who closed it
Returned items with product image, title, variant, SKU, quantity, return reason and any notes
Return shipping: carrier, tracking number, tracking status and status date, with a link to the return label when one has been issued
A start-return link to send to the Customer, when return portal settings are configured
A notice when Refundid holds more returns than are shown, so a short list is never mistaken for a complete one
Look up Refundid returns
Searches Refundid by order number and returns up to 25 matches
Matches RMA numbers as well as order numbers, and matches on part of a number – at least three characters
Rejects email addresses, names and blank input before contacting Refundid
Every result shows the email address that filed the return, the return type and status, the order number, and the items
Includes the start-return link when return portal settings are configured
How does customer matching work?
The app looks up returns by email address. Every email address on the Gladly Customer Profile – the primary address first, then any others, up to five in total – is matched against Refundid, and up to 25 returns are loaded for each. Matching is by email address only: returns are not matched by name or phone number. A profile with no email address shows an empty card, and the order-number lookup should be used instead.
Key use cases
1. Answer “has my refund been issued?” from the card
Use case: A Customer asks whether the refund for a return they sent back has been processed.
How it works: The team member reads the return’s status and refund amounts straight off the Refundid Returns card – the amount requested, and the final refund once the return has been closed – without opening Refundid.
Business impact: Refund questions are resolved in the first reply, reducing follow-up contacts about returns already in progress.
2. Locate a return that isn’t on the Customer’s profile
Use case: A Customer insists they returned an item, but nothing appears on their profile – they checked out as a guest, or filed the return under a different email address.
How it works: The team member opens Look up Refundid returns from the compose menu and enters the order number. Because the search can match another Customer’s return, each result shows the email address that filed it, which the team member confirms before sharing any detail.
Business impact: Returns are found on the first attempt instead of escalating, and the email address shown on each result guards against disclosing one Customer’s return to another.
3. Help a Customer start a return
Use case: A Customer wants to return an item and asks how to begin.
How it works: The team member copies the start-return link from the card’s More details section and sends it to the Customer. The link is assembled from the return portal settings an administrator configured, so it is correct every time.
Business impact: Customers are pointed to the right place immediately, avoiding the back-and-forth that comes from sending a wrong or generic portal link.