What keywords best detect refund requests?

Start with: refund, return, send back, money back, exchange, cancel order, store credit, damaged, wrong item, defective. Include common misspellings like 'refound' and 'reffund'. Review misrouted tickets weekly and add new keywords as you find gaps.

How should I handle partial refund vs full refund routing?

Create two tags — 'refund-partial' and 'refund-full'. Keywords like 'partial refund', 'credit', or 'discount' route to agents authorized for partial adjustments. Keywords like 'full refund', 'return everything', or 'cancel order' route to senior agents authorized for full refunds.

Should I auto-approve refunds under a certain dollar threshold?

Many teams auto-approve refunds under $20–50 using Gorgias macros that trigger a Shopify refund via API. This reduces agent workload significantly. Keep a log of auto-approved refunds and audit weekly to catch abuse.

How do I track refund request volume over time?

Use Gorgias ticket tags to filter your reporting dashboard. Export tagged tickets weekly to a spreadsheet or connect Gorgias to your BI tool via API. Track refund request count, resolution time, and refund approval rate to spot product or policy issues early.

How to detect and route refund requests to authorized agents in Gorgias

Why route refund requests?

Refund requests are among the most time-sensitive tickets in any support queue. A customer asking for their money back is already frustrated — making them wait while their ticket sits in a general queue only increases the chance of a chargeback, a negative review, or a lost customer entirely.

Routing refund requests to authorized agents also protects your business. When any agent can process refunds without oversight, unauthorized or excessive refunds slip through unnoticed. By funneling refund tickets to a dedicated team with the right permissions, you get faster resolution times and tighter financial controls.

What you'll need

Prerequisites

Gorgias account on any paid plan (Rules are included)
A designated refund team or set of agents authorized to process refunds
A list of keywords and phrases customers use when requesting refunds or returns
(Optional) Gorgias API key for the n8n and code-based approaches

Choose your approach

Select an approach below to see the full step-by-step guide.

Frequently Asked Questions

How to detect and route refund requests to authorized agents in Gorgias

Why route refund requests?

What you'll need

Choose your approach

Gorgias Rules

n8n

Agent Skill

Claude Cowork

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