Give your Support Heroes a true command center for getting work done without jumping back and forth between Ordergroove and Gladly. If you’ve setup Gladly-Ordergroove App using Application API Keys, Agents can cancel subscriptions or skip next orders from within Gladly.
Actions overview
Actions must be activated on the Ordergroove configuration page.
A Customer's Profile in Gladly is linked to the Ordergroove Profile (via Shopify or other Order Management system).
A Conversation needs to be Open.
Gladly displays the Actions as buttons in the Subscriptions card in the Customer's Profile.
When an Agent selects an Action, Gladly instructs Ordergroove to perform the Action.
When the Action has been completed, the Customer's Profile information is refreshed.
A summary of the Action performed is logged to the Conversation Timeline.
Available Actions
Cancel subscription
Display: “Cancel Order” button with the Subscriptions card
Availability: only if Subscription is Active
Input:
Cancel reason code (optional): the code of the cancellation reason as described in Ordergroove Subscriptions Cancel Reasons
Cancel reason details (optional): further details on cancellation
Result: Cancels a subscription and any subsequent shipments.
Successful cancellation details will be displayed both in the Subscription card and the Customer History:
Skip subscription
Display: “Skip Next Order” button with the Subscriptions card
Availability: only if Subscription is Active
Input: no input
Result:
Removes all items belonging to the given subscription from the next planned order and generates the next order for those items.
The “Next Billing At” changes to the automatically based on the set frequency
An update is posted to Customer History
Constraints
All Agents can perform all Actions.
Actions are only available for Customers who are linked to Ordergroove.
Actions will time out if not completed within 15 seconds.
Ordergroove will apply its business rules before executing each Action.
Gladly will display errors returned by Ordergroove but not your downstream systems connected to Ordergroove (e.g., fulfillment and inventory management).