Customer support agents can authorize a return that has been requested by the customer.
Select work
At the beginning of their workday, agents can select the work that needs to get done. Agents can select the returns they need to work on including a target. The system assigns returns to the agent and presents them one by one. Returns that have been assigned to an agent, will not be shown to another agent.
Authorize a return
Returns are presented to the agent in a one-page overview. The agent can perform the following tasks:
Products:
Review products
Add notes for the receiving process in the warehouse
Reject a product and add a reject reason
Logistics:
Change the default route (to a destination)
Select the carrier(s) that can be used by the customer
The agent has the authority to either authorize or reject the return. In the event of rejection, the agent can specify a reason for the record.
The return has now reached the following status:
Logistics/approved: if the return has been authorized it can be finished by the customer in the return portal.
authorisation/rejected: if the return has been rejected it has reached a final state.