EcoReturns helps your support team manage return and exchange requests directly from Freshdesk tickets. By integrating EcoReturns with Freshdesk, agents can view recent orders, process returns, and track exchanges without switching tabs—reducing response times and improving the post-purchase experience.

Freshdesk <> EcoReturns steps for integration 

To integrate Freshdesk with EcoReturns, 

  1. Log in to your support portal.

  2. In the top-right corner, click the Freshworks Marketplace icon and then click Marketplace Apps. 

Alternatively, you can go to Admin > Apps to land on the same page.

  1. In the Apps page that appears, search for EcoReturns. In the EcoReturns page that appears, click Install.

  1. In the EcoReturns configuration page that appears, enter the following details:

    • EcoReturns API key

    • Freshdesk API key

    • Freshdesk domain URL


Note: 

Learn more about finding your Freshdesk API key and domain URL


  1. Once the Freshdesk and EcoReturns accounts are connected, you can view them under Connected account. You will also receive the ‘Connected Account Successfully message.

EcoReturns Widget in Freshdesk

Once the integration is successful, the EcoReturns widget appears on your tickets.

In the EcoReturns widget, you will see your recent orders and return/exchange requests. Here you can click on either:

  • Orders

  • Return or Exchange requests.

Orders - Return Request

Can contain one or more return or exchange requests. Orders start with # followed by numbers. You can view the list of returns and exchanges as part of the order here. 


To add a return request to the order, scroll down on the right overlay and click Return more

In the editable view that appears, you can:

  • Choose the item/s you want to refund

  • Enter the pickup address

  • Choose the refund mode

Orders - Exchange Request

To add an exchange request to the order, scroll down on the right overlay and click Exchange more

In the editable view that appears, you can:

  • Choose the item/s you want to refund

  • Enter the pickup address

  • Choose the refund mode

Individual Return or Exchange Requests

Individual requests are part of an Order. They start with an R followed by numbers.

The overlay pane is view-only. Close it and click on the Order to view all requests or add a new one.

Note:

  • Click View all in the EcoReturns widget to view all orders and return requests. You can filter your orders by date and type here to view past orders.