For online stores and users of the Returns and Address editor module, we prepared the functionality that enables order adjustments and filing customer complaint forms. Forms are intended to automate the workflow of editing and receiving correct addresses, and receiving customer complaint requests. 



Form settings


In additional settings/order management/OM Forms, add the form:


When adding the form, select the language and what should be displayed on the customer complaint form:

Claim type: 

  • Refund: customers can return the product and the refund will be issued
  • Replacement: customers can return the product and receive the other product back
  • Customer complaint: customers can return the product and receive the same one back


Factual errors: 

select if the customer will be offered the solution to factual errors according to the possibilities below. The options will be displayed and such should be ticked on the form.

Replacement product:

to specify if a replacement product should be provided while the customer complaint is being processed.


If a customer fills in the form, the provided data will be visible in the module as follows:



If the customer should also see the terms and conditions of use and how the customer complaints are handled, this can also be entered into the form:

Such will be displayed on the form itself


After saving, click on Generate HTML. The code will be displayed, which should be inserted in the online store, where the form is displayed




The form has 2 functionalities:


Edit order - useful when customers want to change their delivery data if the Address editor module is available.Specify for which statuses the order adjustment is not allowed (ALL STATUSES FOR WHICH PACKAGE IS ALREADY SHIPPED OR TRANSPORT ORDER CREATED)




Recording customer complaints, if using the Returns module, depending on the selected request, the customer complaint will be transferred to the module

In settings, specify for which statuses placing a customer complaint is not allowed (ALL STATUSES FOR WHICH PACKAGE IS YET TO BE DELIVERED/SHIPPED):



The time limit for placing a request


With a time limit, you can specify the duration within which the customer can submit a complaint request after receiving the package.




Sending SMS/E-mail notifications by logging in to the form


Customers can receive SMS or e-mail notifications that demand the data entry to the form, to either correct the delivery data or place a customer complaint.


For the content of notifications, insert the text which should be sent, since the dynamic variable will include the link to your online store and a unique key for entry to the form:
Example: Please replace the the title *|POVEZAVA DO SPLETNEGANASLOVA LOKACIJE FORME&omf_user_session=omf_link|*