Administration
Settle questions without switching to the mailbox.
Messages sit at the return shipment itself, for the customer and the team. The customer writes on the page of the return, your team in the admin in the tab “Communication”. Both see the same conversation, and internal notes stay within the team.
In the adminOrders › Return shipments › return shipment › tab Communication
The conversation
One conversation that customer and team see alike
The card “Messages” shows the conversation about the return shipment, oldest at the top. The subtitle says under which name the customer sees the messages of the shop: under the name of the sales channel, here “Demostore”.
First comes the comment the customer wrote on creation, as a message “Customer” with “at the creation”.
Messages of the customer are on the left, white with a border, with the customer’s name. Photos and files hang below as links and download with their name.
“by mail” means: a mail about this message reached the other side, for a message of the customer the team, for one of the shop the customer.
Messages of the shop are on the right, light blue with the chip “Shop” and the user who wrote.
Internal notes are on the right, light yellow with the chip “Internal”. The customer never sees them.
Writing
How to write a message to the customer
Below the conversation is the field for the next message. It goes to the page of the return shipment and, with the tick, as a mail to the customer.
- 1
Open the return shipment and the tab Communication.
- 2
Write in New message, at most 5,000 characters.
- 3
If needed, add up to three photos or files with Attach files; every choice adds to them, ✕ takes one away again.
- 4
Keep Inform the customer by mail set so the customer gets a mail about the new message.
- 5
Click Send; without text the button stays locked. The message “Message sent.” confirms it, and “Reply pending” is gone.
Internal note: what only the team needs to know
An internal note stands in the same conversation but is invisible to the customer, for example “Size 39 reserved in stock. Have the dress washed first after it arrives.”. It never sends a mail and leaves “Reply pending” as it is.
Set Internal note (not visible to the customer). The tick for the mail disappears.
The field now says “Note for the team …”; a note can carry files as well.
Save note stores it; the message says “Note saved.”.
Allow photos and files at messages
By default messages carry no files. With the setting, customer and shop add up to three photos or files to every message, for example a photo of the damage in daylight. Largest file and allowed types apply as for the photos on creation.
Attach files is only there with the setting.
The sentence below names the limit: “Up to three files; types and size as in the settings “Photos and files”.” If a file is too large or of another type, the message names it.
The setting is in the configuration (Orders › Return shipments › side menu System › Settings) and in step 5 of the setup assistant:
Card Photos and files › Allow files at messagesCustomer and shop can add up to three photos or files to a message, with size and types from above. Off: messages as text only.
Who waits for whom
“Reply pending”: when the customer wrote last
When the customer writes, the return shipment waits for a reply until your team answers. An internal note changes nothing, and the comment on creation does not set it.
Head card: under “Messages” a yellow “Reply pending”.
List: a yellow “Open” in the column “Reply”.
Filter: “Only awaiting a reply” under “Tasks”.
Dashboard: the task “customers wait for a reply” with the age of the oldest message.
Which mails messages send, and under which name
Every mail comes from a flow; the chapter Emails shows which ones the plugin brings.
- A message of the shop triggers “Message from the shop”; the mail to the customer only goes with the tick “Inform the customer by mail”.
- A message of the customer sets “Reply pending” and sends the team a mail when its flow is active.
- An internal note never sends a mail.
- Messages of the shop appear to the customer and in the mail under the name of the sales channel, in the language of the flow; messages of the customer under the customer’s name. The sales channel decides the sender name.
Without any message, and what applies to messages sent
With neither a message nor a comment on creation the card says “No messages yet.”. A message sent stays as it is: the customer has seen it, so it can be neither edited nor deleted.
“No messages yet.” with the field for the first one below.
Common questions
Does the customer see internal notes?
No. Internal notes only stand in the admin, light yellow with the chip “Internal”. They send no mail and do not appear on the page of the return shipment.
Does the customer get every message by mail?
Only with the tick “Inform the customer by mail” and an active flow “Message from the shop”. On the page of the return shipment the customer sees every message of the shop.
Under which name does the customer see the messages of the shop?
Under the name of the sales channel, on the page of the return shipment and in the mail. The subtitle of the card “Messages” names it.
Can the customer send photos?
Yes, when “Allow files at messages” is on: up to three photos or files per message, in size and type as for the photos on creation.
Can I change or delete a message afterwards?
No. The customer has seen it, so it stays as it is. You write a correction as a new message.
How do I see which customers wait for a reply?
By the yellow “Open” in the column “Reply” of the list, with the filter “Only awaiting a reply”, by the task in the dashboard and by “Reply pending” in the head card.
What became of the public and the internal comment?
The update turns the public comment of the shop into a message to the customer and the internal one into an internal note. The comment of the customer stays.
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