The 12Return ticket system allows customers to contact a customer service agent prior to the creation of a return request. The ticket system can be enabled at the account level and enables tickets in the Advanced self-service module and the service module.
Customers can send a ticket to an agent without having to create a return request. The ticket can be created in the advanced self-service module.
Agents can open an overview that displays all open tickets. Agents can view, close or delete these tickets by clicking the "Details" button. The agent can create a return request for the customer directly from the ticket.