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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.

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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.

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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

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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.

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Prerequisites

A Gladly environment (production or UAT) with admin access.
Log in to Gladly and generate an API key for your account. Save it somewhere secure.
You can find this in your Redo dashboard, or ask your Redo account manager.

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Option A: Redo Handles It

This is the easiest path. Send the following to your Redo account manager or to support@getredo.com:
ItemWhere to Find ItExample
Gladly API User EmailThe email you use to log in to Gladlyapi-user@yourcompany.com
Gladly API KeyGenerated from your Gladly accountgasd54654sdfas6ew65216dsfa8961352
Redo Store IDRedo dashboard or your Redo account manager123asdf456789010
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.

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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.
1

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.
2

Install the Gladly App CLI

If you don’t already have the appcfg CLI tool, follow Gladly’s documentation to install it.
3

Set Environment Variables

Open a terminal and set these environment variables with your own values:
export GLADLY_APP_CFG_HOST=yourcompany.us.gladly.com
export GLADLY_APP_CFG_USER=api-user@yourcompany.com
export GLADLY_APP_CFG_TOKEN=C1ueqSAcNRS6B3Tg2I9mQG18PM7NlELq
4

Build the App

Navigate to the root of the Redo Returns app code, then build:
export GLADLY_APP_CFG_ROOT=<path-to-app-code>
appcfg build
This produces a .zip file for the next step.
5

Install the App

Install the built app into your Gladly environment:
appcfg apps install -f <path-to-zip-file>
6

Enable the App

Contact Gladly Support and ask them to enable the application you installed. The name will be redo_returns.
7

Configure and Activate

Create the app configuration with your Redo Store ID and API token, then activate:
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.
8

Verify

Open Gladly and confirm that the Redo Returns card is visible when navigating to a customer.

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Troubleshooting

Double-check that your environment variables are set correctly and that Gladly Support has enabled app installation for your environment.
Make sure your Store ID and API token are correct. The Store ID should match exactly what’s in your Redo dashboard.

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Support

For issues with the Redo integration configuration, return processing, or data synchronization, contact support@getredo.com. For issues with access, API credentials, or warehouse operations, contact your account manager or support team.