Plans: Premium, Enterprise | Platforms: All platforms
Overview
AfterShip Returns' Zendesk integration gives your support team a full view of each customer's return and warranty activity — directly inside the ticket sidebar. Agents can see return request details, warranty claim details, and now take action on RMAs (approve or reject) without ever leaving Zendesk.
Merchant experience
Once the integration is active, the AfterShip Returns widget appears in the Zendesk ticket sidebar. It displays the five most recent RMAs — returns and warranty claims shown in separate sections, each sorted by creation date (newest first). Returns always appear above warranty claims.
Return request list
Each return card in the list shows:
RMA number
RMA status
Original order
Created time of the RMA.
Click any card to open the return detail page, which shows the full return summary, item details, and action buttons (see Approve and reject RMAs in Zendesk).
Warranty claim list
Each warranty card in the list shows:
Claim number
Warranty status
Original order (displayed only if available)
Created time of the Warranty claim.
Click any card to open the warranty detail page (read-only). Warranty claims do not support approve/reject actions.
Connect AfterShip Returns with Zendesk
You can connect AfterShip Returns with Zendesk using OAuth. You can start the connection from either the AfterShip Returns admin or the Zendesk Marketplace.
Prerequisite: You must have a Zendesk Admin role to complete the OAuth authorization. Admin permissions are required to install apps and configure the integration. Once the connection is set up, all agents can use the AfterShip Returns widget regardless of their role.
Option 1: Connect from AfterShip Returns admin
Go to AfterShip Returns admin > Apps > Zendesk.
Enter your Zendesk subdomain (for example, `yourcompany`) and click Connect with Zendesk.
You'll be redirected to Zendesk's authorization page. Review the requested permissions and click Allow.
AfterShip automatically installs the AfterShip Returns app in Zendesk if it isn't already installed and configures the integration automatically.
You'll see a Connected confirmation. The AfterShip Returns widget is now active in your Zendesk ticket sidebar.
Option 2: Connect from Zendesk Marketplace
Go to the AfterShip Returns app on the Zendesk Marketplace and click Install.
Select the Zendesk account where you want to install the app and click Install again.
The AfterShip Returns app Settings Page will open. Click Connect with AfterShip.
You'll be redirected to Zendesk's authorization page. Review the requested permissions and click Allow.
AfterShip automatically configures the integration.
You'll see a Connected confirmation. The AfterShip Returns widget is now active in your Zendesk ticket sidebar.
Tip: You can configure Role and Group restrictions in the app settings to control which agents can view the AfterShip Returns widget.
Multi-org support
If your business uses multiple AfterShip organizations (orgs), you can connect more than one AfterShip org to the same Zendesk account.
Each connected org appears as a separate widget in the Zendesk ticket sidebar. The widget is labeled with the first 8 characters of the org ID, so agents can identify which AfterShip organization's data they're viewing.
To connect another org, log in to the other AfterShip org and repeat the connection steps above.
Disconnect & uninstall
You can remove the integration from either AfterShip or Zendesk. However, the result is different depending on where you remove it.
| Delete connection from AfterShip admin | Uninstall app from Zendesk |
AfterShip | Connection is removed. | The connection record remains because AfterShip cannot detect an uninstall initiated from Zendesk. |
Zendesk | The AfterShip Tracking app is automatically uninstalled. | The app is removed. |
Widget | The widget stops working. | The widget stops working. |
Important: The widget stops working immediately, regardless of where you disconnect the integration. If you uninstall the app from Zendesk and want to reconnect it, first delete the stale connection in AfterShip admin. Then set up the integration again.
[Optional]Add custom fields to Zendesk tickets for better support
When integrating AfterShip Returns with Zendesk, it’s common for customer email addresses to be used as a reference for mapping Return information to tickets. However, there are scenarios where customer emails might not be available in Zendesk tickets. In these cases, using an Order ID or Order number as an alternative mapping point allows you to still link tracking data to Zendesk tickets.
This guide outlines how you can map tracking information from AfterShip to Zendesk tickets using the Order ID or Order number. By setting this up, your support agents will be able to access accurate delivery updates based on the Order ID or Order number, without needing customer email addresses.
Here, we are taking the example of Order ID as a custom field.
Step 1: Add a custom ticket (Order ID) field
In Zendesk admin center, click Objects and rules in the sidebar, then select Tickets > Fields.
Click Add field.
Select a field type, then enter a Display name.
(Optional) Enter a Description for the custom field. This is visible to admins only.
Under Permissions, select an option:
Agents can edit: Only agents can view and edit the field. It appears in tickets.
Customers can edit: Agents and end users can view and edit the field. It appears in tickets and in the support request form in the help center.
Customers can view: Agents can view and edit the field. End users can only view the field. It appears in tickets and on end users' requests, but isn't included in the support request form in the help center.
For a single ticket form, the new field automatically appears in your ticket form. If you use multiple ticket forms, you'll have to manually add the field to any ticket forms you'd like to include it in.
Click Save
Step 2: Identify the Order Lookup Field in Zendesk
Once you create a custom field, a Field ID would be automatically created for the custom field.
In your Zendesk admin panel, navigate to Objects and rules > Tickets > Fields.
Find the Field ID for the order lookup field, which will be used to identify the Order IDin Zendesk tickets.
Step 3: Copy the Field ID
Once you’ve located the correct Order Lookup Field, copy the Field ID for the next step.
Step 4: Adjust AfterShip Returns Settings in Zendesk
In Zendesk admin, go to Apps and integrations > Zendesk Supported apps.
Find the AfterShip Returns app and click on the Change settings button.
In the settings page, paste the copied Field ID into the lookup field.
Click Update to save your changes.
After completing these steps, AfterShip Returns will be able to map Return information using the Order ID provided in the Zendesk ticket. This integration ensures that your support agents can quickly retrieve and share accurate tracking updates with customers.
Why this works
By using Order ID instead of customer emails, you can still map tracking data to the appropriate support tickets in Zendesk. The Order ID serves as a reliable reference, ensuring that agents can access shipment and delivery status information without needing the customer’s email. This process streamlines your customer support workflow, allowing agents to respond quickly and efficiently.
Approve and reject Return RMAs in Zendesk
Support agents can approve or reject return RMAs directly from the Zendesk sidebar. Inspection rules follow the same logic as those configured in the AfterShip Returns portal.
Note: Only Return RMAs support actions. Warranty claims are view-only.
When are action buttons shown?
RMA status | Buttons shown |
Pending Approval | Approve + Reject |
Approved | Reject only |
All other statuses | No buttons shown |
Approve a return RMA
Open a Zendesk ticket and locate the return in the AfterShip Returns sidebar widget.
Click the RMA card to open the detail page.
Click Approve Return RMA.
In the approval form:
a. Review the refund amount and refund method displayed at the top.
b. Optionally enter a Message to customer.
c. Send email notification to customer is checked by default — uncheck to suppress the email.
Click Confirm Approve.
On success, a confirmation toast appears, and the detail page refreshes with the updated status.
Reject a return RMA
Open a Zendesk ticket and locate the return in the AfterShip Returns sidebar widget.
Click the RMA card to open the detail page.
Click Reject Return RMA.
In the rejection form:
a. Review the refund amount and refund method displayed at the top.
b. Enter a Reject reason to customer (required).
c. Send email notification to customer is checked by default — uncheck to suppress the email.
Click Confirm Reject.
On success, a confirmation toast appears, and the detail page refreshes with the updated status.
Manage action permissions
You can control which agents are allowed to perform RMA actions by configuring Role and Group restrictions when installing or updating the AfterShip Returns app settings in Zendesk. Navigate to Apps and integrations > Zendesk Support apps > AfterShip Returns > Change settings to adjust restrictions at any time.
Check the action log
All RMA actions taken in Zendesk (approve or reject) are recorded. You can review the action history in AfterShip.
AfterShip Returns admin portal — navigate to the corresponding RMA and check its activity log.
Fields reference
Return request fields
Field | Description |
RMA number | Unique identifier for the return request |
RMA status | Current status of the return: Submitted, Approved, Done, Rejected, or Expired |
Original order | Order number the return is associated with |
RMA created date | Date and time the return request was submitted |
Return method | How the item is being returned (e.g., mail-in, in-store drop-off) |
Shop now | Whether the customer opted for a shop-now store credit instead of a refund |
Gift return | Whether this is a gift return |
Refund method | Where the refund will be issued (e.g., original payment method, store credit) |
Refund amount | Total refund amount and currency |
Internal note | Merchant-side notes attached to this return |
Return items | Items being returned — includes product name, variant, SKU, return reason, return sub-reason, reason note, quantity, and unit price |
Exchange items | Items the customer has requested in exchange — includes product name, variant, SKU, and quantity |
Exchange order number | Order number of the exchange order, if one has been created |
Shipment tracking | Return shipment tracking number, carrier, and current tracking status |
Warranty claim fields
Field | Description |
Claim number | Unique identifier for the warranty claim |
Warranty status | Current status of the warranty claim |
Original order | Order number associated with the warranty claim (shown only if available) |
Created time | Date and time the warranty claim was submitted |
Place of purchase | Where the item was originally purchased (e.g., online, in-store) |
Warranty items | Items under the claim — includes product name, variant, quantity, issue reason, and issue sub-reason |
Replacement order number | Order number of any replacement order that has been issued |
Key takeaways
Zendesk integration with AfterShip Returns helps support teams respond quickly to customer inquiries about returns, warranty claims, refunds, and exchanges — all without leaving Zendesk.
Setup is straightforward — connect AfterShip Returns with Zendesk using OAuth, then configure role and group restrictions if needed.
Both return requests and warranty claims are visible in the sidebar widget, each in their own section, sorted by creation date.
Agents can approve or reject return RMAs directly from the sidebar. Action buttons are shown based on the RMA's current status.
Warranty claims are view-only — approve/reject actions are not available for warranty claims.
All RMA actions are logged and can be reviewed in the AfterShip Returns admin portal.
For any further questions or help, please contact our chat support team or reach out to us at [email protected].