The case that otherwise does not exist
A return is a record here, with a status, line items, comments and documents. Everything you do hangs on it - not on a mail.
What this is about
The detail page has three tabs: "Return shipment", "Communication" and "Documents". Below them sits everything you need for one case.
Information and status
The first tab shows return shipment, order, customer and shipment number, below that the status to change: "Here you can change the current status of the return." The status is a record of its own - you can change the four that ship with the plugin or add your own, "waiting for feedback from the manufacturer" for instance.
The products, with a flag
The product table shows "Quantity", "Product", "Name", "Reason", "Procedure", "Posted to inventory" and "Comment". The comment the customer wrote for that single line sits behind it, not in a collective field.
Back into stock at the press of a button
Tick the boxes, press "Post marked products to inventory". A window asks back: "Do you want to book the marked products back into stock in the specified quantity? Please note that products that have already been booked will not be booked in again." The flag per line prevents a double posting even when two people work through the case one after the other.
The warning you would understand too late
If a voucher was redeemed in the order, the card points it out: the price of the line is then not the price the customer paid. Whoever misses that while refunding pays back too much.
Attention: a voucher may have been redeemed in the associated order, which may affect the price of the items. Please note discounted prices when refunding or issuing credits!
Public and internal kept apart
The tab "Communication" holds two cards. "Public comments" carries the comment of the customer and "Your public comment" - which lands on the status page at the customer. Below it the "Private comment for internal discussions" that only your team sees.
Documents from the admin as well
The tab "Documents" holds "Print return shipment document", "Print DHL label", "Print DHL QR code" and "Print UPS label". That lets you create a label while the customer is on the phone or has no printer.
What hangs on one single line
| Field | Technical name | What it holds |
|---|---|---|
| Quantity | quantity | The quantity going back for this line. It is subtracted from the selectable quantity the next time a return is filed. |
| Reason | reason | The reason as text, not as a reference. Change the list of reasons later and the wording stays on the case. |
| Procedure | procedure | The same: what the customer asked for, in the wording of the moment the return was filed. |
| Customer comment | customer_comment | The text for this single line. There is one on the case itself as well. |
| Public comment | public_comment | Your answer. It shows up at the customer on the status page. |
| Private comment | private_comment | Stays in the admin. The customer never sees it. |
| Posted to inventory | restocked | The flag that prevents the double posting. It hangs on the line, not on the case. |