The Onward x Gorgias integration lets your CS team file claims on behalf of customers without leaving Gorgias — saving your team time and keeping the customer experience smooth.
When is it useful? When a customer contacts your team about a shipping issue and they purchased Onward Checkout+ as part of their order. While most customers contact Onward directly to start a claim, occasionally they'll reach out to you first. This integration lets you hand it off to us in seconds.
How it works Once the integration is enabled, an Onward widget will appear in the Gorgias right sidebar for any ticket where the customer has an Onward-protected order. From there you can:
Open a claim with a single click
Check the status of an existing claim
Follow a direct link to view full claim details in the Onward merchant portal
After the claim is opened, our team contacts the customer and handles everything from there — nothing more is needed from your CS team.
Setup Instructions
Confirm that Onward Checkout+ is fully installed on your Shopify store
Log in to your Onward Merchant Portal
Navigate to the Account section
Click Install next to the Gorgias Integration
That's it — you're done!
Filing a Claim via Gorgias When a shipping issue comes up, click File a Claim in the Onward widget. Order information will be pre-filled — simply select the affected items, the claim type, and any relevant details. We'll notify the customer about their claim status and follow up if we need anything further.