Gorgias for TikTok Shop

Bring your TikTok Shop (TTS) customer service into your primary workspace for a faster, unified agent experience.

Product Overview

• Real-Time Clarity: Give your customers fast, accurate answers with immediate visibility into real-time order data and tracking updates.
• Personalized Support: Turn every interaction into a loyalty-building moment by viewing complete order details right when you need it.

How To Get Started

We're excited to announce that we are upgrading our integration to the new Gorgias for TikTok Shop app. This transition from our previous third-party setup to a native first-party experience means more reliable data syncs and deeper tool integration directly within your Gorgias workbench.To ensure a seamless transition and prevent duplicate notifications, you must uninstall your existing third-party Gorgias integration before activating the new app.How to Uninstall Your Current App:

1. Login to your TikTok Shop Seller Center navigate to Apps & partners and then App store.
2. Click the three dots in the upper right-hand corner and select My apps and incidents.
3. Locate the current Gorgias app, click the three dots and select Cancel.
4. Follow the prompts to complete the cancellation. Once your app status shows "Cancelled", you are done! Move forward with the steps below.

Connect Gorgias for TikTok Shop

1. Go to the app store in your Gorgias domain, and search TikTok Shop and click Connect TikTok Shop* to authorize your connection.
   
   

*To unlock your new native experience, please review and consent to the TikTok Shop Authorization Agreement, which allows us to enable secure, real-time sharing of your product information, instant messages, order details, and return/refund statuses between platforms.

2. Once you have completed authorization, you will be redirected to the TTS Connector page. The "Connect your TikTok Shop" part will show as connected.
   
3. Once your Gorgias account is successfully connected to TTS the setup will be complete.

Managing Customer Service via the Sidebar

Orders

1. View Order Details: Open any TikTok Shop ticket to see a dedicated sidebar panel. By default, it displays the most recent order's complete details, including product names, prices, and quantities.
   
2. Searching Historical Orders: Quickly locate any past TikTok Shop order by order ID to get the full context of a customer's history. Go to your Gorgias sidebar panel > click the "Search order" icon > and enter the specific TikTok Shop Order ID.

Logistics

1. View Logistics Details: Select a ticket linked to an order with a "Shipped packages" status and look for the dedicated Logistics section that automatically appears in your Gorgias sidebar.
2. Review Shipment Details: View real-time data for the carrier, tracking number, and estimated delivery date.
3. Track Multiple Packages: If an order was split, you will see a separate block for each shipment (e.g., Shipment 1/2) to easily distinguish different delivery timelines.
   

Returns & Refunds Requests

1. View Request Details: Select a ticket linked to an order that has an active or completed return or refund request in your Gorgias sidebar.
2. Review Request History: Instantly view the request type (e.g., "Refund only"), the current status (e.g., "Completed"), the refund reason, the total amount, and any specific messages from the customer.
   1. If you need to process a specific request, click the "View Records" button to jump directly to the management page in Seller Center via a secure deep link.
      

Sending Interactive Cards

Agents can click "Send Order Card" or "Send Logistics Card" directly from the sidebar that will send customers a visual summary of their order details.

Orders

1. Send & View Order Cards: Go to your Gorgias sidebar panel > locate the specific order > click the "Send Order Card" button

Logistics

1. Send & View Logistics Cards: Go to your Gorgias sidebar panel > locate the specific order > click the "Send Logistics Card" button located within the Logistics section of the specific shipment.
   1. The customer will receive a structured, visual logistics card, while you see a clickable text version (if there is a relevant CTA link) of that card within your Gorgias chat history.

FAQ

1. Who is this product for? This app is designed for customer service agents using Gorgias who manage TikTok Shop inquiries in the US market. It is especially helpful for sellers managing multiple channels who want to resolve inquiries end-to-end without context-switching to Seller Center.
2. Can I connect more than one shop? Yes. You can manage multiple shops by completing the authorization flow for each shop ID respectively.
3. What if I need to perform a complex action like issuing a refund? The current sidebar provides visibility into return statuses. For complex actions like approving a request or modifying order details, click the "View Records" button in the sidebar to be deep-linked directly to the relevant management page in Seller Center.
4. Why is my order status and/or details updated but widget info is not? Don't worry, sometimes the widget just needs a quick wake-up call. While your order status updates instantly behind the scenes, the widget data might take a second to catch up. Just tap "Refresh order details" to get everything back in sync.
5. What types of messages are supported?

Please see below for information on what types of messages are supported on Gorgias for TikTok Shop: