Use cases define how customers enter the return portal to start the return journey. Use cases support a customer journey that should not always lead to a return.

With use cases, you can define a path of the case (or questions) that leads to a particular outcome for the return journey. The outcomes are:

Redirect to an external page

You can add a message and a link to redirect the customer to an external page.

Send email

The customer can send an email to your inbox. To send the email, you need to set up the use case email in notifications. See here.

Start a return

The customer can start a return for the chosen return policy. From here the process is as usual.

Asking a sub-question

By keeping the option empty, and instead pressing the blue plus icon, one ore more sub-questions can be added. Each sub-question can again have the same outcome.

Use cases can be set up in all languages that have been activated for the channel (portal).

Attention: Use cases overrule the country settings for a return policy. When use cases have been activated, it supports all return policies for all countries that are activated for the channel. The Use Case feature can be activated in the channel parameters.