Gorgias macro variables cheat sheet

Good macros feel “personal” even though they’re repeatable. The difference is usually one thing: variables (customer name, order number, tracking link, refund timeline…).

This cheat sheet is written for Gorgias workflows, but the idea works anywhere: build your macros around a small set of variables you can reliably grab from Shopify or WooCommerce.

The fields that make macros useful

If you only standardize one thing this week, standardize these.

• {first_name} — greeting that doesn’t sound like a robot
• {order_ref} — the anchor that prevents confusion
• {items} — what the customer actually bought
• {tracking_link} / {tracking_number} — the “prove it” detail for WISMO
• {refund_amount} + {refund_timeline} — reduces “where’s my refund?” follow‑ups
• {return_window} — sets policy without sounding harsh
• {support_signature} — consistent sign‑off (name + team)

Shopify vs WooCommerce: where to pull each variable

You don’t need a complicated setup. In most teams, the agent is already looking at the order page — you just want a consistent way to copy the right fields.

• Shopify: order status, fulfillment status, tracking, tags, timeline/notes
• WooCommerce: order status, payment status, customer note, shipping info, refunds

Keep your placeholders consistent across macros (same variable names everywhere). When you do, agents stop “editing templates” and start just choosing the right macro.

Copy‑paste variable blocks (drop these into macros)

1) Order summary block (works for any ticket)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Order: {order_ref}
Customer: {customer_full_name} ({customer_email})
Items: {items}
Total: {order_total}
Status: {order_status}
Tracking: {tracking_number} — {tracking_link}

2) Refund block (reduces repeat contacts)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Refund processed: {refund_amount}
Expected timeline: {refund_timeline}
Payment method: {payment_method}

3) Address confirmation block (before you edit anything)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Current shipping address on file:
{shipping_address}

Requested change:
{requested_address}

3 example macros that use variables well

These are intentionally short — the goal is to answer the question and tell the customer what happens next.

1) Shipping delay (clear next step)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi {first_name},

Thanks for checking in.
For order {order_ref}, the latest tracking update is:

{tracking_number} — {tracking_link}

If tracking doesn’t move by {followup_date}, reply here and we’ll open an investigation / replacement depending on what the carrier confirms.

Best,
{agent_name}

2) Partial refund (states amounts + timeline)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi {first_name},

All set — we processed a partial refund for order {order_ref}.

Refund amount: {refund_amount}
Timeline: {refund_timeline}

You’ll see it back on the original payment method. If you don’t see it after that window, reply here and we’ll help.

Best,
{agent_name}

3) Cancellation (friendly + decisive)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi {first_name},

I have received your cancellation request for order {order_ref}.
Current verified status: {order_status}

I will check which items can still be stopped and whether a refund, return or other resolution is available. I will confirm the approved next step by {next_update_date}.

The request itself does not confirm cancellation or a refund.

Best,
{agent_name}

Make variables safer: add fallbacks

Real life is messy: sometimes there’s no first name, no tracking yet, or the customer used a different email. Add one “fallback sentence” to the macro so the agent doesn’t have to rewrite it.

• If {first_name} is blank, use “Hi there,”
• If tracking is blank, explain that no tracking is available and state the confirmed next step.
• If the refund timeline varies, use the verified payment-provider estimate or say that you are checking it.

Native Gorgias variables: the single-brace fields in these examples are editing placeholders, not executable Gorgias syntax. Use the variable selector or map them to supported fields, such as {{ticket.customer.firstname}}, {{ticket.id}} and {{current_user.firstname}}. Ecommerce fields require the corresponding store integration. Missing values may render blank; preview the result. In Shopify order arrays, orders[0] means the most recent order, which may not be the order in the customer’s question. See Gorgias’s variable reference.

Using this workflow with CaseKit

CaseKit drafts replies from order facts in the Shopify app. The Gmail extension is optional. Review the draft against the current order and your store policy before sending; CaseKit does not send messages, cancel orders, issue refunds or create shipments.