We are excited to announce a new workflow for merchants to process customer requests. The new update allows merchants to easily manage customer requests and provides a streamlined experience for you and your customers. With the new workflow, you can quickly view and approve exchange & return requests, as well as manage inventory in real-time.
We have heard from many of you that managing customer requests with multiple items has been a challenging process. With this new workflow, we hope to simplify this process and provide a better experience for you.
Before we take a look at what is new, let’s review a couple of important terms used often in the new workflow:
Request: A request is a collection service that your customer has requested on an order. A request can contain multiple line items and can be returns or exchanges.
Line Items: Line Items are the individual service requests that make up a Request. A Line Item can be a return line item or an exchange line item.
New Workflow for Admin Users Only
These changes will only affect the Admin user workflow. Users with selective permissions, such as warehouse or store, will still use the current workflow for managing customer exchange requests. We are working on incorporating this feature for all users and will update you as soon as it becomes available.
Let’s take a look at the new and improved requests table.
In this table, the line items are grouped according to the requests that they are a part of. You will see requests here, information about the request, and the quick actions you can take based on the request’s current status.
A request’s status is the same as the line item status that is at the earliest stage of processing. For example, if there is a request consisting of three line items with the following statuses...
Item 1: Awaiting refund approval
Item 2: Refund rejected
Item 3: Exchange success
...the request status will be Awaiting refund approval.
Every table that shows you the requests will follow the new view, though the actions may differ based on where you are viewing the request. So, the requests accessed through the Your Workload section on the overview page will have actions that are applicable to those requests.
Store and Warehouse Environments
We are not making any changes to the store or warehouse environment. Since both will function on the basis of earlier workflow we will redirect you to the respective tab.
Requests Awaiting Approval
Requests Awaiting Qualification
Requests Older Than 30 Days Requiring Closer Inspection
Requests Created with Self-Ship or Requests Pending at the Warehouse
This is an expandable row on the table. Expand the request by clicking on the (>) button or by clicking anywhere on the row.
Here is an example of multiple line items.
Request Details View
Click on the request name to open the request details view when you need more detailed information about the request.
Request Level Actions
Approve a request
Qualify requests that are awaiting qualification approval
Unlock locked requests
Item Details View
Click on the line item name to open the item details view when you need more information about an item on a request.
Line Item Actions
Reject line item
Don’t restock products
Additional Item Icons
Customer comments (Any comment that your shopper had added while creating the request for this line item).
Internal Notes (Any internal comments a different user has added to this line item).
Keep item (If this product was not to be returned by the shopper, according to your rules).
The request details view is where you can see all the information relating to a request. Let’s see how it looks:
View specific information related to the request by switching between the Customer, Shipping, and Payment tabs on the left card.
You can take action from these cards as well, depending upon the requests. The possible actions are:
Send a shipping reminder email.
Download and email the label and packing slip.
Copy the payment link and send it to your customer.
Send a payment reminder email to your customer.
You can also see the request timeline here. This will give you an event-based based breakdown of the actions that have happened on the request. On the right-hand side, you will see the details, which include the items in the request, the detailed amount breakdown, and the actions you can take on the line items. You can choose multiple line items to process at once, or you can process each one individually by clicking on Details or by clicking on the product name.
You can also lock, or cancel this request from this page.
If this request requires a warehouse intervention, you can also go to the warehouse portal from here, provided you have access to it.
If you wish to see the line item details, you can do that by clicking the product name, or details link next to it.
The line item details page provides all information related to a line item. It displays whether it is a return or an exchange, the reason for the return, and any sub-reasons, as well as any customer comments or media uploads.
On the right-hand side, you can see the rules applied to this line item, the timeline, and any internal notes.
From here, you can set the disposition and add a comment. You can also approve, reject, or qualify the line item based on its status.
The statuses of the requests have also been changed to make the process more transparent.
We have overhauled the status of the requests and implemented a few new filters, as shown in the image below.
Introducing the New Requests Flow
Let's take a look at how the overview screen works along with the tabs in it
New UI Overview
Take a peek into the new UI and how easier it is now to process requests.