How does Gorgias integrate with NetSuite for customer lookup?
APIWORX registers as an HTTP integration inside Gorgias. When an agent opens a ticket, Gorgias calls the APIWORX endpoint with the customer's email or order number; APIWORX queries NetSuite via SuiteTalk and returns the customer record, order history, and key metrics in under one second. The data renders natively in the Gorgias sidebar — no separate window, no copy-paste.
Can a Gorgias agent issue a NetSuite refund without a NetSuite license?
Yes. APIWORX exposes a refund action inside Gorgias that writes a Credit Memo to NetSuite using a service account. The agent doesn't need a NetSuite license, and finance retains full control via approval workflows configured in APIWORX (refund cap by agent, by reason code, or by order value).
Does the NetSuite Gorgias integration support OneWorld and multiple subsidiaries?
Yes. APIWORX routes each lookup and write-back to the correct NetSuite subsidiary based on a routing key — typically the order's brand, channel, or warehouse. A single Gorgias workspace can serve customers from multiple NetSuite subsidiaries without data leakage between them.
How does the integration handle Return Authorizations (RMAs)?
Agents trigger an RMA from a Gorgias macro. APIWORX creates the Return Authorization in NetSuite with the correct item lines, return reason code, and warehouse routing. Once the warehouse receives the return, NetSuite posts the receipt event back to APIWORX, which closes the loop in Gorgias by updating the ticket status and notifying the customer.
Will the integration overwrite my existing Gorgias macros and rules?
No. APIWORX adds new actions and a new HTTP integration; existing macros, rules, and views are untouched. Most teams roll out the integration to one or two queues first, then expand once SLAs and refund accuracy are validated.
What's the difference between this and Celigo's Gorgias-NetSuite template?
Celigo's template handles order push from Shopify to NetSuite to Gorgias as a one-way data sync. APIWORX runs the integration bi-directionally with refund and RMA write-back, real-time customer lookup, and multi-subsidiary routing — and we own the integration as a managed service rather than handing your team a Celigo flow to maintain.