Customer support agents can create a return for the customer in different ways.
When creating the return, the support agent can decide how to create the return:
Create a return link for the customer to create a return
Create a return link for the customer to create the return label
Create a return from start to finish
Create return
The process starts with selecting the return policy and the order credentials. Based on the setup of the return policy, the customer data will be retrieved from an external system or needs to be entered manually.
Add the end of this step, the agent can choose how to continue with the return:
Create a return link for the customer to create a return
Continue creating the return
Add products
The process continues with adding products. Based on the setup of the return policy, the ordered products will be retrieved from an external system and can be selected for return, or need to be entered manually.
Add additional information and details
Next, additional information can be added, based on the setup of the return policy.
Add the end of this step, the agent can choose how to continue with the return:
Create a return link for the customer to create the return label
Create a return from start to finish
Create return label
Next, the return label can be created for option 2. In this step, the following can be done:
Add or update customer address
Select package type
Select the settlement proposal (based on the setup of the return policy)
Select carrier
Select email communication
Download return label
Finally, the return label and other documents can be downloaded.
The return has now reached one of the following statuses:
Logistics/submitted: the return can be shipped by the customer
Logistics/requested: a pickup booking needs to be created