Agents can create returns for a customer in 2 ways:
Create return as an agent
Create return as a customer
Create return as an agent
In the Support Desk, agents can create a return as an agent for all return policies that comply with the following criteria:
Return policy active
Authorization active
No Order Connector integration
Process steps for the agent:
Select return type
Select customer
Add order number
Add product
Add additional information (optional)
Complete return
As a result, the system will open the return in the default return mode to complete it:
Pre-select carrier (optional)
Submit return for shipping by the customer
The customer will receive the Return Authorized Mail to ship the return in the return portal.
Create return as a customer
In the Support Desk, agents can create a return as a customer for all return policies that comply with the following criteria:
Return policy active
No account login for the portal
Creating a return as a customer is supported in 2 ways:
Initiate and complete as an agent in the return portal
Create an authorized return link as an agent for the customer to complete the return in the return portal
Initiate and complete as an agent in the return portal
This option allows an agent to start a return in the Support Desk and complete it in the return portal.
Create an authorized return link as an agent for the customer to complete the return in the return portal
This option allows an agent to start a return in the Support Desk and send an authorized return link to the customer (in an email or in a support ticket in your favorite support system).
By clicking the link your customer will navigate to a pre-authorized return in the return portal to complete the return.