Integrate Gladly With AfterShip Returns
Plans : Premium, Enterprise Platforms : All platforms
Bring Gladly and AfterShip Returns together to offer exceptional customer service and reduce customer support calls. By integrating these two applications, your customer support team can quickly share Returns updates and resolve return-related issues.
Gladly is a customer service platform that prioritizes personal connections over traditional case management. Unlike conventional systems, Gladly centers around people, facilitating a continuous, lifelong conversation with customers across various channels, from voice to modern messaging. It empowers innovative brands like Warby Parker, JOANN, and TUMI to deliver outstanding customer experiences, transforming customer service into a significant competitive advantage.
Gladly's seamless integration with AfterShip Returns sits at the core of quick response time and centralization of customer information. Without switching applications, support agents get the complete picture behind the prevalent customer issues within seconds. Gladly syncs RMA information associated with the ticket raiser's email address or phone number and displays the latest updates of the related RMA from your AfterShip Returns account. This gives your support team an upper hand to answer their returns issues in seconds.
AfterShip Returns integration with Gladly is established on Custom Lookup Adaptors. A Custom Lookup Adaptor is a tool that helps pull additional customer data into Gladly to allow customer service agents to have a more comprehensive view of the customer’s journey not covered by existing integrations (such as Shopify, Salesforce, etc.), with details about orders, transactions, and other relevant customer information displayed in Transaction Cards.
When agents first see the transaction data in Gladly, the orders are collapsed by default, making it easier to navigate. Agents can manually expand each order to view the details. In terms of how the data is laid out in the interface, the reserved keys (such as order number, customer info, items purchased, etc.) are mapped to specific sections of the card.
Order number (Current and past orders placed by a customer). If a customer has eight orders, the ORDER card label will say 8 Orders.
Items under this shipment (list of items being shipped)
RMA number (unique number to track the shipment)
Refunded Amount
Status (RMA Status)
Reject Reason
Internal Note
Find more information on how and what customer data is pulled and passed between Gladly and AfterShip Returns here.
Step 1. Access AfterShip integration
Go to AfterShip Returns and select Apps.
Click View more apps and choose Gladly from the list.
Click the Install app to access the integration authorization page.
Follow the integration instructions carefully to establish the connection between the apps.
Copy the URL in point 2 and keep it aside for later use.
Copy the AfterShip API Key and keep it aside for later use.
Step 2. Log into your Gladly account
Open Settings in your Gladly account.
Navigate to Apps and click on Add App.
Select Custom to add a new custom integration.
Step 3. Configure custom app
Provide a name for the app.
Paste the URL copied from AfterShip (Step 1, bullet 5) into the URL field.
Step 4. Add HTTP header
In the HTTP Headers section, add as-api-key as the header key.
(Make sure there is no space before or after the header key, otherwise it will show error when saving)
Paste your AfterShip API Key (Step 1, bullet 6) into the corresponding field.
Step 5. Add signing key
When saving the settings, you might encounter an error about an empty Signing Key. You can ignore this error and enter any value to proceed.
Step 6. Verify the integration
After saving, the new custom app should appear under Apps in your Gladly account.
Step 7. Confirm the integration
Go back to AfterShip Tracking and navigate to the Apps section. You should now see Gladly listed as successfully installed.
Overview
Bring Gladly and AfterShip Returns together to offer exceptional customer service and reduce customer support calls. By integrating these two applications, your customer support team can quickly share Returns updates and resolve return-related issues.
What is Gladly?
Gladly is a customer service platform that prioritizes personal connections over traditional case management. Unlike conventional systems, Gladly centers around people, facilitating a continuous, lifelong conversation with customers across various channels, from voice to modern messaging. It empowers innovative brands like Warby Parker, JOANN, and TUMI to deliver outstanding customer experiences, transforming customer service into a significant competitive advantage.
How is Gladly’s integration with AfterShip beneficial?
Gladly's seamless integration with AfterShip Returns sits at the core of quick response time and centralization of customer information. Without switching applications, support agents get the complete picture behind the prevalent customer issues within seconds. Gladly syncs RMA information associated with the ticket raiser's email address or phone number and displays the latest updates of the related RMA from your AfterShip Returns account. This gives your support team an upper hand to answer their returns issues in seconds.
RMA Information for agents
AfterShip Returns integration with Gladly is established on Custom Lookup Adaptors. A Custom Lookup Adaptor is a tool that helps pull additional customer data into Gladly to allow customer service agents to have a more comprehensive view of the customer’s journey not covered by existing integrations (such as Shopify, Salesforce, etc.), with details about orders, transactions, and other relevant customer information displayed in Transaction Cards.
When agents first see the transaction data in Gladly, the orders are collapsed by default, making it easier to navigate. Agents can manually expand each order to view the details. In terms of how the data is laid out in the interface, the reserved keys (such as order number, customer info, items purchased, etc.) are mapped to specific sections of the card.
Order number (Current and past orders placed by a customer). If a customer has eight orders, the ORDER card label will say 8 Orders.
Items under this shipment (list of items being shipped)
RMA number (unique number to track the shipment)
Refunded Amount
Status (RMA Status)
Reject Reason
Internal Note
Find more information on how and what customer data is pulled and passed between Gladly and AfterShip Returns here.
Integration setup for AfterShip and Gladly
Step 1. Access AfterShip integration
Go to AfterShip Returns and select Apps.
Click View more apps and choose Gladly from the list.
Click the Install app to access the integration authorization page.
Follow the integration instructions carefully to establish the connection between the apps.
Copy the URL in point 2 and keep it aside for later use.
Copy the AfterShip API Key and keep it aside for later use.
Step 2. Log into your Gladly account
Open Settings in your Gladly account.
Navigate to Apps and click on Add App.
Select Custom to add a new custom integration.
Step 3. Configure custom app
Provide a name for the app.
Paste the URL copied from AfterShip (Step 1, bullet 5) into the URL field.
Step 4. Add HTTP header
In the HTTP Headers section, add as-api-key as the header key.
(Make sure there is no space before or after the header key, otherwise it will show error when saving)
Paste your AfterShip API Key (Step 1, bullet 6) into the corresponding field.
Step 5. Add signing key
When saving the settings, you might encounter an error about an empty Signing Key. You can ignore this error and enter any value to proceed.
Step 6. Verify the integration
After saving, the new custom app should appear under Apps in your Gladly account.
Step 7. Confirm the integration
Go back to AfterShip Tracking and navigate to the Apps section. You should now see Gladly listed as successfully installed.
Updated on: 19/02/2025
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