If you would like to add instructions that your customer service team needs to follow when leaving comments on specific steps of the return management process, you can do that in just a few steps.
It's important to have access to such comments, especially when a high volume of returns is managed by different customer service reps. But what happens when each customer service reps write totally different things unrelated to a specific Return State?
Instead of focusing on processing the return and issue a refund for the customer as soon as possible, you may have to search through comments, returns, and workers to check who wrote what, why, and when.
We build the solution for you, and now you can insert clear instructions on what details are expected from the customer service reps to leave as a comment.
Whether you will need just some information about the color and the size, or about the quality of the products, you can state right from the beginning what information do you need your employees to communicate back with their team.
This will allow your customer service team to better communicate when it comes to process and manage returns, and they will be able to see who left the comment and when.
Go to the Settings tab -> Returns -> scroll down to the Return state instructions section:
You will find 5 fields for different Return state instructions: Requested, Approved, Received, Controlled, Refund.
Complete each field with a relevant message that will help your customer service team to better understand what comments should they leave for a specific return state.
Once added, click Save.
Note: If the field is left blank, thus no return state instruction will be added.
Once starting to process a return, this is how the Return state instructions for the comments will look like:
Go to the Return Requests tab and click on the return that you would like to process.
Once the pop-up with the Return Request is opened, click on Add comment:
You will notice that there is a green section where the inserted instruction will appear every step of the process, depending on the return state.
Insert a comment and click Submit.
Example for Requested Return State:
The comment will show up on the Return request pop-up, along with the date, hour, and the customer service rep email address that left the comment:
Continue to process the return and re-take Steps 5 and 6 for each return state when inserting a comment.
For example, click Add a comment for the Controlled return state based on the given instruction and click Submit. Then you can check off the item quality, then click Submit Product Quality and continue to process the return.