The refund macro is the most-used macro in any DTC support helpdesk. It also has the highest variance in execution because every agent has small differences in tone, refund amount logic, and follow-up. This SOP locks down a single way to refund, with rep judgment preserved for edge cases.
If two agents handle the same refund scenario differently, your customer experience is inconsistent. Inconsistent CX over hundreds of tickets a week erodes brand trust without showing up in any single metric. The refund macro is where you fix that.
Damaged on arrival, wrong item shipped, late delivery past promised date, customer remorse within return window. List the rest as escalations.
Use Gorgias variables for first name, order number, and refund amount. Include a sentence about why the refund is being issued for documentation.
Use the built-in Shopify action. Set partial vs full refund based on macro logic. Tag the order in Shopify with the refund reason.
Apply tags refund-issued and refund-reason-[type] for analytics. These power your monthly refund reporting.
Trigger a customer satisfaction survey 3 days after refund. Surveys after refunds show how well your CX recovers from a negative event.
If the customer is asking for store credit instead, or if the refund exceeds your one-touch limit (typically $200), it's an escalation, not a macro.
Shopify connection breaks silently. Catch it before customers do.
If usage is dropping, agents are bypassing the macro. Find out why.
Record your screen while performing the gorgias refund macro. ReccordSOP turns the recording into a SOP with timestamped screenshots. When your live setup changes, drift detection flags it.
Generate this SOP freeMost DTC brands set $200 as the one-touch limit. Refunds above need supervisor approval. Calibrate to your AOV.
Yes, briefly. A short apology in the template, with room for one personal sentence from the agent. Robotic refund messages damage CX.
Tag tickets with refund-via-macro vs refund-manual. Compare CSAT between the two. Your manual refunds should show higher CSAT or you're under-trained on the macro.
I built ReccordSOP after watching too many DTC ops teams lose months to undocumented workflows. These SOPs are battle-tested with Shopify operators running $1M to $50M brands.
Last reviewed June 1, 2026