Plans: All plans | Platforms: All platforms
Overview
The AfterShip integration for Intercom gives your support team a complete view of each customer's shipments, return requests, and warranty claims. Agents see this information directly in the Intercom Inbox conversation sidebar, without switching tools.
This article explains what the integration shows, how to install it, and how to manage connections to your AfterShip organizations.
Supported products
The integration supports the following AfterShip products:
Product | What agents see in the sidebar |
Tracking | Shipment details, including tracking status and the latest checkpoint |
Returns | Return request (RMA) details |
Warranty | Warranty claim details |
Availability depends on your AfterShip plan. The sidebar only shows data for products your organization has access to.
What agents see in the sidebar
When an agent opens a conversation, the widget looks up the contact's email address and pulls matching records from the currently selected AfterShip organization.
Home view
When you open a conversation, the widget automatically searches for the customer using the contact's email address and retrieves all matching records from the currently selected AfterShip Organization.
The Org name dropdown at the top of the widget lets you switch between connected Organizations.
The widget refreshes the data based on the selected Organization. Customer data is organized by order:
The widget displays the customer's order history, with each order showing its associated shipments, returns, or warranty claims.
Any shipments, returns, or warranty claims that aren't associated with an order are listed separately below the order history.
If no records are found for the selected Organization, the widget displays an empty state. If multiple Organizations are connected, the empty state prompts you to switch to another Organization to search for matching records there.
Detail views
Agents can open the Details panel by selecting a shipment, return, or warranty card. The panel displays the complete record for the selected item.
Shipment details: Displays the complete shipment record, including tracking information, delivery status, the latest tracking checkpoint, carrier details, and shipped items.
Return details: Displays the complete return (RMA) record, including return status, return method, refund method, return items, and shipment information.
Warranty details: Displays the complete warranty claim record, including claim status, warranty details, claimed items, replacement information (if applicable), and resolution details.
Install the integration from the Intercom app
The AfterShip Post-Purchase app brings shipment tracking, return, and warranty data into your Intercom Inbox. Once installed, the widget appears in Conversation Details and looks up order data using the contact's email address.
Prerequisites
You need permission to install apps in your Intercom workspace.
You need an AfterShip account with at least one organization.
Demo
Steps
In Intercom, go to Settings.
Under Integrations, click App Store.
Search for AfterShip Post-Purchase in the Search for an app field, then select it from the results.
On the app listing, click Install now.
You're redirected to AfterShip. On the Welcome! screen, find the organization you want to install the app on, then click Connect next to it.
On the permissions screen, confirm the Intercom workspace shown in the top-right corner is the correct one. Use the dropdown to switch workspaces if needed.
Review the access the app requests: People, Companies, Conversations, Messages, Teams and teammates, Intercom app capabilities, Tags, Tickets, and API activity.
Confirm the Data host region at the bottom of the screen.
Click Authorize access.
You're returned to Intercom with the app installed. To confirm the installation, go to Settings > Integrations > App Store > Your installed apps.
Please note:
Installing from the Intercom App Store automatically creates Tracking and Returns connections for the selected organization, based on the products your organization has access to.
Warranty claim data appears in the sidebar automatically for any order that has an associated claim. You don't need a separate connection step to enable it.
If your organization already has one product connected (for example, Returns) and you install the app from the Intercom App Store, AfterShip updates the existing connection instead of duplicating it, and automatically creates the missing product connection (for example, Tracking).
Install the integration from the AfterShip app
Installing the Intercom integration from AfterShip connects your AfterShip organization to an Intercom workspace. Once connected, agents can see live shipment status, carrier updates, and the full checkpoint timeline directly in the Intercom sidebar.
Prerequisites
You need permission to install apps in your AfterShip organization. Only Owners and Admins can install, view, edit, and delete apps.
You need permission to install apps in your Intercom workspace.
One Intercom workspace can be connected to multiple AfterShip organizations.
Demo
Steps
In your AfterShip admin, go to Apps in the left navigation.
On the Integrations page, select the Directory tab.
In the Search integrations field, enter Intercom.
On the Intercom card, click Get started.
In the dialog, confirm the product shown in the Integrate with field, then click Install app.
On the You are about to install Intercom screen, review the instructions, then click Install.
Intercom opens the authorization screen. Confirm the Intercom workspace shown in the top-right corner is the correct one, and use the dropdown to switch workspaces if needed.
Review the access the app requests: People, Companies, Conversations, Messages, Teams and teammates, Intercom app capabilities, Tags, Tickets, and API activity.
Confirm the Data host region at the bottom of the screen.
Click Authorize access.
The integration is enabled automatically once authentication completes, and you're returned to AfterShip on the Organization > Apps page.
Connect multiple AfterShip organizations
An Intercom workspace can connect to more than one AfterShip Organization, for example, if you manage several brands under a single Intercom workspace.
The widget shows one Organization's data at a time. Agents use the Organization switcher at the top of the widget to choose which Organization to view.
Switching Organizations reloads the widget with data from the newly selected Organization.
If only one Organization is connected to the workspace, the switcher won't show any other options.
If an Organization is disconnected, it's automatically removed from the switcher. Agents who were actively viewing that Organization will see an empty state instead.
Disconnecting and reconnecting the integration
Disconnecting a single product (e.g., Tracking) from AfterShip admin > Apps immediately stops data from showing in the corresponding widget section (e.g., Shipments).
Uninstalling the app from the Intercom App Store disconnects all products across all connected Organizations for that workspace at once.
If every product is disconnected for every connected Organization, the widget no longer appears in the sidebar.
To reconnect an organization, repeat the installation steps in Install the Integration and select the organization again.
Fields reference
1. Shipment fields
Field | Description |
Tracking number | Unique tracking identifier for the shipment |
Order number | Order associated with the shipment |
Order name | Customer-facing order name or display value |
Store source | Store or sales channel the order originated from |
Carrier | Carrier handling the shipment |
Tracking status | Current tracking status |
Shipment substatus | More granular status detail beneath the main tracking status |
Estimated delivery date | AfterShip's predicted delivery date |
Order date | Date the order was placed |
Ship date | Date the shipment was picked up or shipped |
Delivered date | Date the shipment was delivered |
Latest checkpoint status or message | Most recent tracking checkpoint update |
Latest checkpoint location | Location of the most recent checkpoint |
Latest checkpoint date | Date and time of the most recent checkpoint |
Shipment items | Product title, variant, and quantity for each item in the shipment |
Order URL | Link to the order on the storefront |
2. 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 associated with the return |
RMA created date | Date and time the return request was submitted |
Return method | How the customer is returning the item, for example mail-in or in-store drop-off |
Shop now | Whether the customer chose a shop-now store credit instead of a refund |
Gift return | Whether the return is a gift return |
Refund method | Where AfterShip issues the refund, for example, original payment method or store credit |
Refund amount | Total refund amount and currency |
Internal note | Merchant-side notes attached to the return |
Return items | Items being returned, including product name, variant, SKU, return reason, return sub-reason, reason note, quantity, and unit price |
Exchange items | Items requested in exchange, including product name, variant, SKU, and quantity |
Exchange order number | Order number of the exchange order, if one exists |
Shipment tracking | Return shipment tracking number, carrier, and current tracking status |
3. 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 claim, shown only if available |
Created time | Date and time the warranty claim was submitted |
Place of purchase | Where the customer purchased the item, for example online or in-store |
Warranty items | Product name, variant, quantity, issue reason, and issue sub-reason |
Replacement order number | Order number of any replacement order that has been issued |
Limitations
This release supports view-only access. Agents can't approve or reject return requests from within Intercom. AfterShip plans to add this capability soon.
Key takeaways
The Intercom integration pulls AfterShip Tracking, Returns, and Warranty data into the conversation sidebar, matching records by the contact's email. No need to switch tools.
Data is organized by order, with unmatched shipments/returns/claims listed separately. An Org switcher lets agents toggle between multiple connected AfterShip organizations, and one workspace can connect to several orgs.
Installation can happen from either side — the Intercom App Store or the AfterShip admin pane. Both require app-install permissions plus authorizing access to People, Companies, Conversations, Messages, Teams, Tags, Tickets, and API activity.
Installing from Intercom auto-creates Tracking and Returns connections based on plan access. Warranty data appears automatically for any order with a claim, with no separate connection step needed.
Disconnecting is granular. Removing a single product (e.g., Tracking) only stops that section's data, while uninstalling from the Intercom App Store disconnects all products across all connected orgs at once.
The integration is currently view-only. Agents can see return/warranty/shipment details but can't approve or reject return requests directly from Intercom.
Need Help?
Contact AfterShip support through the chat support team or email [email protected].