The returns module is intended for the customer complaint process and simplified processing of customer complaints, refunds, and replacements.
Adding Settings
Set up your module for returns before starting to use one.
Adding entries to registers corresponding to your workflow is required.
1. Statuses - select/enable order statuses when the claim is created
Select which statuses should be used for completed customer complaint requests
Example:
2. Default status when the claim is created
Default status for all created claims. Default status enables the automatic selection of final order status after the claim is created
Example:
3. Claim status
Specify the statuses that will be used for customer complaint requests.
Order status must be: Draft, Completed, accepted...
Example:
4. Claim reasons
Specify the possible reasons for customer complaint requests
Example:
Claims list:
Claims list can be filtered with filters that will present only requested claims
Creating a new claim
Customer complaint requests can be recorded in many ways. Via API call, where the customer on your website fills in the claim form; for entering the claim use ORDER MANAGEMENT FORMS or add it manually into the module.
1. API recording of claims
Offer the form to your customers on the web page to enter the requested customer complaint data
Via API call record provided data in the module. Instructions for developers and recording data via API call can be found at the LINK
To the customer complaint, placed by your customer, the Draft status will be assigned in the Returns module. After accepting the returned ?
2. Manual entry of claims in the Returns module
The browser for orders to which the customer complaint request refers will open:
Select the order and click on the Continue button
Claim processing
1. Select the claim type:
2. Claim status is selected, which can be adjusted if the claim will be processed until the end:
3. Select the reason for the complaint or provide an additional description:
Customer complaint
When the claim type Customer Complaint is selected, a dialogue will open where the products that are part of the customer complaint should be indicated. Indicate whether the product is damaged and if it is, indicate to which warehouse the supplies should be returned back. Select resending of products.
Select the status which will be assigned to the original order after the claim is processed and select whether the customer complaint draft should be saved only (unfinished yet - only added) or the claim should be completely processed by clicking on the ''Add new claim'' button.
After the procedure is completed/clicking on the ''Add new claim'' button, the credit note is issued for the original order and a new order will be automatically created in MK containing products() which will be resent.
Replacement
Select the claim type Replacement and select which product should be replaced:
Select Add product and select which product will be sent to the customer, following the entry of the quantity and price:
After the claim is created, the credit note will be issued for the product selected from the original order and a new order will be created for the selected product which is ready to be shipped.
Return
Select the claim type Refund and products returned by the customer:
If the product is damaged, indicate to which warehouse the product should be returned:
Select the status of the original order after the order is issued and create the claim
Specific component processing
Claims that contain products composed of components, are processed in a specific way. More about processing claims related to this type of products can be found at the LINK
Refund
If the money is returned to the customer, indicate this and enter data in the Purchase invoice field:
When the claim is completed, at the home page with ''Completed'' filter applied, the option for transferring orders to the Bank/Payments will be displayed.
On the new order, the notes will display information about the return of this package.
Orders/claim for refund will be transferred to the Payments tab in your MetaKocka account:
where XML document for import and refund can be exported to your bank:
Additional instructions for import to the bank can be found at the LINK