Do these Gorgias macros work for Shopify stores?

Yes. The templates are written for common Shopify support scenarios like WISMO, refunds, cancellations, and address changes. Paste them into Gorgias macros and personalize with variables.

What are Gorgias macro variables?

Variables are placeholders that auto‑fill customer or order data (like first name, order number, tracking link). They help you personalize quickly without re‑typing.

Can I use these even if I don’t have Gorgias?

Yes. You can paste the templates into any helpdesk (Zendesk, Help Scout, email). This page just shows how to structure them as Gorgias macros.

How does Casekit help?

Casekit is a free Chrome extension that runs inside Shopify Admin order pages. It helps you copy a clean order summary and paste the right macro faster with fewer mistakes.

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Gorgias macros for Shopify support (templates + variables)

Gorgias is great — until your team starts rewriting the same replies 50 times a day. These Gorgias macros are built for Shopify support: shipping updates, refunds, cancellations, address changes, and “delivered but not received”. Copy the templates, drop them into macros, and personalize fast with variables.

Macro packs Variables WISMO Refunds Cancellations Fraud checks

Macro variables cheat sheet Shopify support templates

Install Casekit (free)

Note: Casekit is not affiliated with Gorgias. These are practical templates for support teams.

Macro packs you’ll actually use

If you’re starting from scratch, don’t build 100 macros. Start with the ones that cover your highest‑volume tickets and your highest‑risk tickets.

Shipping updates (WISMO)

Tracking replies, shipping delays, investigations, missing parcels. Perfect as a “Shipping” macro folder.

High volume

Returns + RMA replies

Return steps, eligibility checks, “outside policy” replies that stay polite and firm.

Policy heavy

Cancellations + out of stock

Cancel wording, partial cancels, “we can swap/ship later/refund” options you can reuse.

Shopify‑first

Delivered but not received (DNR)

The calm way to handle porch piracy, neighbor checks, and investigations without blaming anyone.

De‑escalation

Fraud verification flow

What to ask for and how to explain it. Saves you from writing “please verify…” from scratch.

Risk control

Partial refund / goodwill

Offer a partial refund or store credit in a way that feels fair — not dismissive.

Protects CSAT

Make macros faster with an order summary.
The “secret” isn’t more macros. It’s less manual typing. Casekit copies a clean Shopify order summary so you can paste the right macro on top — quickly and accurately.

Add to Chrome (free) See Casekit products

Free • no signup • paste into Gorgias/Zendesk/Help Scout

Recommended Gorgias macro structure

A simple structure keeps your team consistent and makes onboarding faster.

Folder ideas

Shipping — WISMO, delays, investigations, “delivered not received”
Returns & Refunds — return steps, eligibility, refund timelines
Order changes — address changes, edits, cancellations
Risk — fraud verification, chargeback prevention language

Keep names short. Agents should find a macro in two seconds.

Macro variables cheat sheet

The placeholders that matter (name, order number, tracking link) — with examples.

Quick reference

Using Zendesk instead?

Here’s the Zendesk version: macros, naming, and structure for ecommerce support.

Zendesk macros

Prefer raw templates first?

Start with copy‑paste templates (human tone), then convert your favorites into macros.

Shopify templates

FAQ

Can I use these macros for WooCommerce too?

Yes. Most of the language works across platforms. The key is to confirm the order status (and policy) before you send.

Should I build one macro per scenario or one macro with options?

Start with one macro per scenario. Options inside a single macro often make replies longer and slower to edit under pressure.

Do I need Casekit Pro?

Not to start. Install the free extension first. Upgrade later only if you want unlimited editable macros with variables and packs.