Support templates

Gorgias macros for Shopify support teams

Build a small, useful macro library for tracking questions, returns, cancellations and missing parcels. Check the order and policy before a saved reply becomes a customer reply.

Independent guide. CaseKit is not affiliated with Gorgias.

Start with the scenarios your team handles

Use one macro per scenario, with a clear name and a visible approval requirement. A smaller library is easier to review than a long list of near-duplicates.

Shipping: tracking requests, verified delays and carrier investigations.
Returns and refunds: eligibility checks, approved return instructions and recorded refund confirmations.
Order changes: cancellation and address-change requests, before and after dispatch.
Delivery problems: delivered-but-not-received investigations, missing items and wrong items.
Escalation: unclear order matches, incomplete evidence and actions that need a supervisor.

Variables: separate the placeholder from the verified fact

The examples use plain editing placeholders such as {first_name} and {order_number}. They are not a Gorgias variable syntax reference. Map each field to a supported variable available in your own Gorgias setup, or replace it manually. Preview the rendered reply before sending.

Placeholder	What to verify
`{first_name}`	The correct customer, with a neutral greeting if the name is unknown.
`{order_number}`	The matched order, especially when the customer has multiple orders.
`{tracking_link}`	The relevant package and a working link; do not invent one when tracking is missing.
`{verified_status_and_date}`	The latest actual event, not an inference from fulfilled status.
`{next_update_date}`	A follow-up your team can meet, not an invented carrier guarantee.

Three starter macros

Tracking update

Use when: the order and tracking link have been verified. The braces below are editing placeholders, not Gorgias variable syntax.

Hi {first_name},

For order {order_number}, the latest carrier update is {verified_status_and_date}.
Tracking: {tracking_link}
{next_step_if_needed}

Best,
{agent_name}

Return request awaiting an eligibility check

Use when: you have received a return request but have not yet approved it. Do not state that a label or refund exists before it has been created.

Hi {first_name},

Thanks for contacting us about returning {item} from order {order_number}.
I will check the purchase details and return eligibility under our policy.
{minimum_information_needed_if_any}

I will update you by {next_update_date} with the available next steps and any applicable costs.

Best,
{agent_name}

Cancellation request while fulfilment is being checked

Use when: the customer has asked to cancel, but cancellation is not yet confirmed. A draft reply does not cancel an order or stop a dispatched parcel.

Hi {first_name},

I have received your cancellation request for order {order_number}.
I am checking whether the order can still be stopped before dispatch.

I will confirm the outcome and any payment next steps by {next_update_date}. The order is not yet confirmed cancelled.

Best,
{agent_name}

Keep the library safe and searchable

Group macros into Shipping, Returns and Refunds, Order Changes, and Escalations. Name them by the situation, record who owns each one and review them when your policy changes. Keep internal notes separate from text that will be sent to the customer.

For more complete replies, use the shipping library, the delivered-but-not-received workflow or the wrong and missing item templates.

Where CaseKit fits

This guide works without CaseKit. CaseKit currently drafts Shopify replies in the Shopify admin, with an optional Gmail extension. It does not provide a direct Gorgias integration or automatically create Gorgias macros. Compare the workflows in CaseKit versus Gorgias.

Reusable wording can also help WooCommerce teams, but order fields and policy still need checking. The separate WooCommerce plugin works inside WordPress; the Gmail extension currently connects to Shopify.