Communication provides all communication about the return.


The summary window contains the last messages that have been sent.

Send a new message

The send a new message window allows you to create and send an internal or external message:

  1. Internal message: Visible for agents in the service and operations module
  2. External message: Visible for customers in the self-service module

Messages & Notification

The messages & communication window contains all communication that exists of 3 types:

  1. Messages: You can create internal and external messages. External messages will be visible to the customer in the Advanced self-service portal.
  2. Email: Emails are sent automatically when the status of the return has changed.
  3. Workflow action: Workflow actions are automated status updates.
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