How to use a Righthand with Gorgias

Separate support context from commerce decisions

Righthand can help prepare a Gorgias order-support review for selected tickets. The useful packet includes the customer's question, relevant order evidence, and a proposed response or escalation. It should not issue a refund or promise a replacement based only on an emotional message or a ticket label.

Gorgias's ticket handling guide describes ticket organization and assignment. Keep the ticket, customer, channel, and assigned team or agent context. Commerce records remain their own source and require a verified link to the ticket.

Define the store and policy sources

Give the approved ticket list, store identity, order references, return or shipping policy, and reviewer. For an illustrative damaged-item queue, include the customer's supplied evidence and the order extract the support owner permits the assistant to inspect.

Check Gorgias's available tools through integrations. If ticket messages or commerce details are absent, provide an approved transcript and order export or authorize a scoped browser review. A native support connection does not establish refund, cancellation, or fulfillment authority.

A complete illustrative brief

At 11 AM America/Los_Angeles on weekdays, review the approved damaged-item tickets and linked order evidence. Return a private support packet with ticket ID and URL, customer reference, channel, assignment, verified order reference, latest customer question, relevant policy clause, and proposed next step. Flag uncertain order matches and missing attachments. Do not refund, replace, cancel, close tickets, or send replies. Deliver to me for support-manager review and reconcile each ticket to its exact order source.

The example is illustrative. A customer's email address can relate to several orders, so use the explicit order reference and additional approved matching evidence.

Define the expected packet

An example item might say: “Customer reports damage; order matched; image attachment unavailable; policy requires owner review; draft asks the support manager to confirm evidence.” The assistant should not claim the image proves damage if it could not inspect it.

Keep proposed external wording separate from internal analysis. A reply can explain the next reviewed step without promising a refund or shipment date. If the policy is ambiguous, return the clause and question to the manager rather than inventing an exception.

Reconcile state before action

Refresh the ticket and order before any later approved action. Another agent may already have refunded the order or replied. Reconcile current support and commerce state to avoid duplicate remedies or contradictory messages.

Permissions, incomplete message history, and stale order exports can limit the review. State those limits. If a supported remedy is authorized, verify the resulting commerce record separately from the ticket state and any customer communication.

Set access through Righthand's connection guide. Check plans for recurring order-support preparation and keep the support manager responsible for remedies and customer commitments.