> ## Documentation Index
> Fetch the complete documentation index at: https://redo-44af351d-docs-returns-email-query-param.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Gladly

> View Redo return data directly within the Gladly agent workspace

export const integrationProvider_0 = "Gladly"

## What is Gladly?

Gladly is a customer service platform built for e-commerce brands. It provides a
unified view of each customer across all communication channels — email, chat,
phone, SMS, and social — organized around the customer rather than individual
tickets.

## What Does the Integration Do?

The Redo Returns app brings return data directly into the Gladly agent
workspace. When an agent opens a customer's profile, the app automatically pulls
all of that customer's returns from Redo (matched by email) and displays them in
an expandable card.

For each return, agents can see:

* **Order details** — order number, status, and dates
* **Returned items** — product name, SKU, quantity, return reason, customer
  comments, and whether it's a green return
* **Compensation** — refund amount, store credit, exchange value, and available
  compensation methods
* **Exchange orders** — new items, pricing, tax, and fulfillment status
* **Shipping & tracking** — carrier, tracking number, status, and a clickable
  tracking link
* **Address info** — customer address and return destination
* **Gift cards** — if store credit was issued as a gift card, the code and amount
* **Notes & attachments** — any notes or images attached to the return

All sections are collapsible, so agents only expand what they need.

### Why It Matters

* **No context-switching** — agents stay in Gladly instead of logging into Redo
  separately
* **Faster resolution** — all return details are immediately visible
* **Handles complexity** — multi-item returns, exchanges, partial refunds, and
  multiple shipments are all supported
* **Automatic matching** — returns are looked up by customer email with no manual
  search required

## How to Set It Up

There are two ways to get set up: Redo can handle the installation for you, or
you can install the app yourself.

### Prerequisites

<AccordionGroup>
  <Accordion title="Gladly Environment" icon="circle-check">
    A Gladly environment (production or UAT) with admin access.
  </Accordion>

  <Accordion title="Gladly API Key" icon="key">
    Log in to Gladly and generate an API key for your account. Save it somewhere
    secure.
  </Accordion>

  <Accordion title="Redo Store ID" icon="store">
    You can find this in your Redo dashboard, or ask your Redo account manager.
  </Accordion>
</AccordionGroup>

### Option A: Redo Handles It

This is the easiest path. Send the following to your Redo account manager or to
**[support@getredo.com](mailto:support@getredo.com)**:

| Item                      | Where to Find It                            | Example                             |
| ------------------------- | ------------------------------------------- | ----------------------------------- |
| **Gladly API User Email** | The email you use to log in to Gladly       | `api-user@yourcompany.com`          |
| **Gladly API Key**        | Generated from your Gladly account          | `gasd54654sdfas6ew65216dsfa8961352` |
| **Redo Store ID**         | Redo dashboard or your Redo account manager | `123asdf456789010`                  |

Once we have these, we will:

1. Contact Gladly Support to get the app framework set up in your environment.
2. Build and install the Redo Returns app.
3. Configure the app with your store ID and API credentials.
4. Activate the app and confirm everything is working.
5. Let you know when it's live.

Typical turnaround is a few business days, depending on Gladly Support's
response time.

### Option B: Self-Installation

If you prefer to manage the installation yourself, reach out to your Redo
account manager to get the Redo Returns app code, then follow the steps below.

<Steps>
  <Step title="Contact Gladly Support">
    Gladly needs to enable the app framework for your environment before you can
    install any app. Reach out to Gladly Support and let them know you'd like to
    install the Redo Returns app.
  </Step>

  <Step title="Install the Gladly App CLI">
    If you don't already have the `appcfg` CLI tool, follow Gladly's documentation
    to install it.
  </Step>

  <Step title="Set Environment Variables">
    Open a terminal and set these environment variables with your own values:

    ```bash theme={null}
    export GLADLY_APP_CFG_HOST=yourcompany.us.gladly.com
    export GLADLY_APP_CFG_USER=api-user@yourcompany.com
    export GLADLY_APP_CFG_TOKEN=C1ueqSAcNRS6B3Tg2I9mQG18PM7NlELq
    ```
  </Step>

  <Step title="Build the App">
    Navigate to the root of the Redo Returns app code, then build:

    ```bash theme={null}
    export GLADLY_APP_CFG_ROOT=<path-to-app-code>
    appcfg build
    ```

    This produces a `.zip` file for the next step.
  </Step>

  <Step title="Install the App">
    Install the built app into your Gladly environment:

    ```bash theme={null}
    appcfg apps install -f <path-to-zip-file>
    ```
  </Step>

  <Step title="Enable the App">
    Contact Gladly Support and ask them to enable the application you installed.
    The name will be **redo\_returns**.
  </Step>

  <Step title="Configure and Activate">
    Create the app configuration with your Redo Store ID and API token, then
    activate:

    ```bash theme={null}
    appcfg apps config create Redo/redo_returns/v1.3.0 \
      --name redo-returns \
      --config '{ "storeId": "<your-redo-store-id>" }' \
      --secrets '{ "apiToken": "<your-redo-api-token>" }' \
      --activate
    ```

    Replace `<your-redo-store-id>` with your Redo Store ID and
    `<your-redo-api-token>` with the API token provided by your Redo account
    manager.
  </Step>

  <Step title="Verify">
    Open Gladly and confirm that the Redo Returns card is visible when navigating
    to a customer.
  </Step>
</Steps>

## Troubleshooting

<AccordionGroup>
  <Accordion title="App Installation Fails">
    Double-check that your environment variables are set correctly and that Gladly
    Support has enabled app installation for your environment.
  </Accordion>

  <Accordion title="Configuration Errors">
    Make sure your Store ID and API token are correct. The Store ID should match
    exactly what's in your Redo dashboard.
  </Accordion>
</AccordionGroup>

## Support

For issues with the Redo integration configuration, return processing, or data synchronization, contact **[support@getredo.com](mailto:support@getredo.com)**.

For issues with {integrationProvider_0} access, API credentials, or warehouse operations, contact your {integrationProvider_0} account manager or support team.