SAP B1 ↔ Gorgias — Support Agents See Orders + Trigger Refunds
The SAP Business One ↔ Gorgias connector by ERPPlugs surfaces the customer's full SAP B1 order history, invoice details, payment status, and inventory availability directly inside the Gorgias ticket sidebar — and lets agents trigger refunds, exchanges, or replacement orders from Gorgias with the resulting SAP B1 document (Credit Memo, Sales Order) created automatically. Ends the tab-switching between Gorgias and SAP B1 that eats agent minutes on every ticket.
Support agents see SAP B1 order + payment + inventory context inside every Gorgias ticket, and trigger refunds or replacements inline without leaving the conversation.
What this connector does
Gorgias is the leading helpdesk for D2C brands — its shortcut is that agents get product + order context inline so they can resolve tickets fast. That shortcut works great when the brand runs Shopify (Gorgias has a native Shopify integration). It works terribly when the brand runs SAP Business One — the agent has to alt-tab into SAP B1, look up the customer, find the invoice, check payment status, decide whether the return window is still open, and manually create the Credit Memo before responding. Every ticket costs 3-5 minutes of context-gathering that should be zero.
The ERPPlugs SAP B1 ↔ Gorgias connector wires SAP B1 into the Gorgias ticket sidebar via Gorgias's HTTP integration API. When a ticket loads, the connector queries SAP B1 for the customer's full history — recent orders, invoice numbers, payment status (paid / partial / overdue), inventory availability for items ordered, and any open return / RMA. The agent sees all of this without opening SAP B1. Macros in Gorgias can pull these fields dynamically, so a "your order is on the way" template auto-fills the invoice + tracking number.
Action shortcuts work in reverse. The agent picks "Issue refund" from a Gorgias macro; the connector creates a Credit Memo in SAP B1 against the original invoice, refunds via the original payment method (or via BNPL / gift card as appropriate), and updates the ticket with the resulting document number. "Send replacement" creates a net-new Sales Order in SAP B1 with the same items, ships via the customer's original preferences, and closes the loop. "Exchange" creates both a Credit Memo and a new Sales Order in one transaction. The agent never leaves Gorgias.
How data flows and what gets synced
The bridge between SAP Business One and Gorgias, and the exact records that move across it.
SAP Business One
ERPPlugs Engine
Gorgias
| Data Type | Direction | Frequency |
|---|---|---|
| Customer + order context | SAP B1 → Gorgias (on ticket open) | On demand |
| Refund actions | Gorgias → SAP B1 | On agent action |
| Replacement / exchange orders | Gorgias → SAP B1 | On agent action |
| Ticket resolution notes | Gorgias → SAP B1 (BP activity) | On ticket close |
Alternative SAP Business One <-> Gorgias integrations available to Indian businesses, and where each fits.
| Connector | Type | Gorgias Support | Typical Capabilities |
|---|---|---|---|
| SAP Business One ↔ GorgiasThis page | Native ERP connector | ✓ Native | Gorgias HTTP integration surfaces SAP B1 data in the ticket sidebar, Customer BP history — recent orders, LTV, order count, average order value, Live invoice status — paid / partial / overdue / disputed |
| SAP Integration Suite (native) | Enterprise integration platform | Full (custom build required) | — |
| APPSeCONNECT | iPaaS platform for SAP B1 | Full | — |
| Celigo integrator.io | iPaaS platform | Via SAP B1 adapter | — |
| Boomi | Enterprise middleware | Via SAP B1 connector | — |
| Jitterbit | Enterprise iPaaS | Via SAP B1 adapter | — |
What's included
Key Benefits
Zero Tab-Switching
SAP B1 data lives inside the Gorgias ticket sidebar — agents never open SAP B1.
Refund + Replace Inline
Macros trigger SAP B1 Credit Memos + Sales Orders without leaving the ticket.
30% Faster Handling
Match Gorgias's Shopify-integration benchmark on the SAP B1 side of the stack.
No New SAP B1 Licences
Service-account model means agents don't consume B1 seats regardless of headcount.
Try the SAP Business One ↔ Gorgias Connector Free
Start with 1 connector and 100 transactions/month — no credit card required. See real data flowing between SAP Business One and Gorgias inside 5 minutes.
Compliance-ready. Live in minutes.
What you get out of the box for statutory compliance — and the exact steps to go live.
Setup in Minutes
Connect SAP B1
Point the ERPPlugs Bridge at your SAP B1 Service Layer + DI API with a service-account user.
Install ERPPlugs app in Gorgias
Install the ERPPlugs Gorgias app; it registers the HTTP integration + macros in your Gorgias workspace.
Configure sidebar template + macros
Pick which SAP B1 fields appear in the sidebar and which action macros are available per agent team.
Enable per-storefront routing
Map Gorgias storefronts (Shopify, TikTok, etc.) to SAP B1 subsidiaries so ticket context comes from the right books.
Simple, Transparent Pricing
Plans from Rs 499/month — upgrade as you grow.
Basic
- 1 connector (read-only sync)
- Daily sync (manual trigger)
- Basic GST compliance (CGST, SGST, IGST)
- HSN code auto-mapping
- Community support
- Standard sync-status dashboard
- ERPPlugs branding on reports
- Data retention (30 days)
Starter
- 1 connector (read-write sync)
- 15-minute sync intervals
- Full GST compliance (CGST, SGST, IGST, RCM)
- HSN and SAC auto-classification
- Email support (48-hour response)
- Bank reconciliation with UTR matching
- Multi-user access (up to 3 users)
- Standard reporting dashboard
- No ERPPlugs branding on reports
- Data retention (12 months)
Growth
- 3 connectors (read-write sync)
- Real-time sync (under 30 seconds)
- Full GST compliance + e-invoice + e-way bill
- HSN, SAC, and TDS auto-classification
- Priority support (4-hour response)
- Bank reconciliation across multiple accounts
- Multi-user access (up to 10 users)
- Custom field mapping and transformations
- Advanced analytics dashboard
- Webhook notifications for every event
- Scheduled reports (daily / weekly / monthly)
- Data retention (36 months)
Enterprise
- Unlimited connectors
- Real-time sync with sub-second latency
- Dedicated account manager (1-hour SLA)
- Full GST + e-invoice + e-way bill + IRN
- White-label option (your brand on reports)
- Custom field mapping and business logic
- Advanced analytics + custom BI exports
- Webhook notifications with retry and DLQ
- SSO and role-based access control
- Custom SLA with uptime guarantees
- Onboarding workshop and dedicated CS team
- Data retention (7 years) and audit export
- India-region data residency (DPDP-aligned)
Frequently Asked Questions
Gorgias's own internal benchmarks put a well-integrated helpdesk at 30% shorter average handling time. For SAP B1 customers specifically, the tab-switching between Gorgias and SAP B1 typically costs 2-4 minutes of context-gathering per order-related ticket. With this connector, that goes to zero — the agent sees everything on ticket open and never leaves the Gorgias UI.
No. The connector runs the SAP B1 queries under a single service-account user, and the results surface in Gorgias as read-only ticket sidebar data. Agents don't need SAP B1 access. Refund + replacement actions also run through the service account — so the SAP B1 licence cost stays flat regardless of how many Gorgias agents you have.
Yes. The ERPPlugs Gorgias sidebar template is configurable — pick which BP fields, order fields, invoice fields, and inventory fields render, plus their display order. A returns-focused agent sees a different sidebar than a pre-sales agent; both are configurable per team.
The connector supports a two-step approval flow. Agents can trigger a "Refund Requested" macro that creates a draft Credit Memo in SAP B1 marked pending; a designated approver receives a Slack (or SAP B1 alert) with the details and approves or declines. On approval, the Credit Memo is committed and the refund fires via the original payment method. Refund thresholds (auto-approve under $50, require approval above) are configurable.
Yes, and it should. Gorgias's native Shopify integration handles the Shopify-side data; the ERPPlugs connector adds the SAP B1 layer beneath so the agent sees both — Shopify order status + SAP B1 fulfillment status + invoice + payment reconciliation. This is the correct architecture for brands running Shopify as storefront and SAP B1 as ERP.
A single Gorgias workspace can serve multiple brands and multi-subsidiary SAP B1 setups. The ERPPlugs connector routes each ticket to the correct SAP B1 subsidiary based on the storefront the ticket came from (Gorgias tracks this natively) and surfaces the customer's context from that subsidiary's books. Cross-brand shopping is handled — the sidebar can show orders across all subsidiaries if the customer's email matches multiple BPs.
Related Connectors
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