Admin-Assisted Returns: Flexible Options for Managing Customer Requests

When managing returns, there are situations where customers may require assistance from your customer service team. WeSupply provides the flexibility to handle such scenarios efficiently, offering options that allow admins to manage returns and generate return labels with or without customer involvement.

Flexibility in the Admin Flow

The admin flow offers several advantages when assisting customers with returns:

1. Return Label Control: Admins can choose to generate the return label immediately or delay it depending on the specifics of the return request. This flexibility ensures that the label is issued only when needed.
2. Handling Images for Returns:
   • Customers are required to upload images directly through the customer portal if they initiate the return request themselves.
   • Alternatively, if a customer sends images manually to your team, admins can upload these images to the return record in the admin panel after the request has been initiated. This keeps the process streamlined while maintaining necessary documentation.
3. Record of Product Condition: Once the returned item is received, admins can upload images of any damages or issues directly to the platform. This helps maintain a clear record of the product's condition, protecting your business from potential disputes.

When to Use Admin vs. Customer Flow

While the customer flow is generally used for self-service returns, the admin flow is highly recommended for agent-assisted returns. This method offers more flexibility, as it allows admins to:

• Override certain return rules.
• Decide when to generate the return label.
• Identify whether a request was initiated by a customer or an admin user.

Avoid Using Incognito Mode

There’s no need to rely on incognito windows to mimic the customer experience. The admin flow provides all the necessary tools for initiating returns, generating labels, and managing returns efficiently, making it a preferred method for handling customer-assisted returns.

In summary, the admin flow in WeSupply gives your customer service team the control and flexibility needed to manage return requests effectively, while ensuring that all return documentation is handled properly.