The ReturnGO app is set up from Gladly’s Settings, no command-line tools are required. You will need your ReturnGO API key and shop name, both found in the ReturnGO dashboard under API settings.
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 ReturnGO app (gladly.com/returngo/v1.0.0).
Step 3: Enter your ReturnGO credentials
Enter the Shop name ReturnGO has on file for your store (for example, example-store.myshopify.com) and your ReturnGO API key. Both are found in the ReturnGO dashboard under API settings.
Step 4: Decide on automation-triggering actions
Leave Allow automation-triggering actions off unless you understand which of your ReturnGO policies can auto-approve. When off, Approve, Validate, and Done are rejected before any request reaches ReturnGO, since these transitions can auto-release a refund or exchange via a merchant-configured automation. Turn it on only once you have reviewed which policies can release a refund or exchange automatically.
Step 5: Add the returngo_order_name customer attribute
This step is required. The card will not render for any customer until it is complete.
Contact Gladly Support to add the returngo_order_name custom attribute in the installer when creating the configuration. Then make sure the attribute is actually working on a Customer Profile by testing with a customer’s ReturnGO order number.
Step 6: Save and add the card
Save the configuration, then add the ReturnGO card to the Customer Profile layout – including the returngo_order_name attribute on that card section.
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.