Shopify: product SKU, product supplier, customer name, order $, #s of orders placed
3PL: warehouse, carrier, zone, ship date
Gorgias: ticket tags, support text, agent
Returnly: Return cause, Exchange, Return Created
You start your investigation by looking for patterns within the escalations. You see that a high incidence of returns revolved around one product in particular: a new t-shirt that was released just a month ago. From the return cause field you imported from Returnly, you find that the return reason tagged was "not in love with the fabric." This tells you that this is a Product issue. Drilling down into this lead, you can follow up on the associated tickets in Gorgias. Because you combined the Support Text field within Gorgias, you can see exactly where customers have displeasure with the T-Shirt. The support tickets all reported that the hemming inside the apparel was too itchy and made the shirt feel uncomfortable. Knowing this, you pass along this report to the Ops team, who then reached an agreement with the supplier for a refund for this particular SKU.