Returns drive some of the highest-volume, highest-friction conversations a support team handles. Gladly’s ReturnGO integration surfaces the Customer’s ReturnGO returns (RMAs) directly on the Gladly Customer Profile, status, items, fees, shipments, refunds, and the full return timeline – and lets team members move a return through its lifecycle without leaving the Conversation.
Key benefits
See the customer’s returns instantly
The ReturnGO card shows each RMA’s status, the items being returned with their reason and resolution, any restocking or return fees, shipment tracking and label links, refund and exchange transactions, and the full return timeline – live from ReturnGO, on the profile.
Resolve returns end to end
Team members can approve, reject, cancel, receive, validate, and complete a return, and add a note to its timeline, straight from the Conversation – no second system, no swivel-chair.
A safety switch for refund-releasing actions
Approve, Validate, and Done can trigger a ReturnGO automation that releases a refund or exchange. These three are disabled by default and rejected before any request reaches ReturnGO until an administrator explicitly turns them on.
Supported features
The ReturnGO App Platform integration is available in the following areas of Gladly:
Gladly Team
The ReturnGO card is available on the Customer Profile, and return-management actions are available from the Conversation’s compose menu. When a team member opens a Conversation, the card matches on the customer’s returngo_order_name attribute and renders that order’s returns alongside the Conversation.
ReturnGO is connected with an API key and shop name entered in Gladly Settings. There is no OAuth flow, and no command-line tools are required at any point.
Details
What data can you access
ReturnGO RMA card
RMA ID, status, and order number
Whether the return is outside of policy
Returned items – product name, variant, image, return reason, and resolution type
Restocking, return, and shipment fees, in the order’s own currency
Whether each item is restockable, and any exchange item selected
Shipments – carrier, tracking link, and shipping-label link
Transactions – type, amount, currency, status, and payment processor
The return timeline, including system events and merchant notes
The dates the return was created and last updated
Available actions
Look up returns by order – find all RMAs for an order number
Get return detail – full detail for a single RMA
Approve, Reject, Cancel, Receive, Validate, and Done – move a return through its lifecycle
Add return comment – post a note to the return’s timeline
How does customer matching work?
The app matches on the order only – not on email or phone.
ReturnGO’s API cannot look up returns by email address, returns are addressable only by order name, Shopify customer ID, or tracking number, so the integration reads the customer’s ReturnGO order number from the returngo_order_name attribute on the Gladly Customer Profile and fetches that order’s returns.
The value may be entered with or without the leading “#” – both “1001” and “#1001” work. A customer with no value set simply gets no lookup and an empty card, never an error. Because the attribute holds a single order number, the card shows the returns for that order; team members can use the Look up returns by order action for any other order.
Key use cases
1. Answer “where is my return?” from the card
Use case: A customer asks what is happening with a return they have already shipped back.
How it works: The team member reads the RMA’s status, shipment tracking, and any refund already processed straight off the ReturnGO card, and can open the tracking link in one click.
Business impact: Return-status questions are answered in the first reply, without the team member leaving the Conversation or the customer being redirected to a portal.
2. Approve or reject a return in the Conversation
Use case: A customer’s return needs a decision – a goodwill approval, or a rejection with a reason.
How it works: The team member approves or rejects the RMA from the compose menu, adding a reason that is recorded on the return’s timeline in ReturnGO. Refund-releasing transitions stay disabled until an administrator enables them.
Business impact: Decisions are made while the customer is still in the Conversation, and every action is auditable in ReturnGO.