Return Requests Admin

 

The Return Requests Module allows users to submit return requests on their My Account page using the "Return Items" link.  The user only needs to enter an invoice number and select the associated items to be included in the return.  You can view and manage return requests from the website Admin panel.

You must be a SuperAdmin or an Admin with the Orders Area role to manage return requests.

Select the Return Requests Manager

Viewing data in the Return Requests Manager

Upon clicking the Return Requests link, the following information will be shown:

  1. Return Request Status - When first visiting the page, this will be defaulted to view all return requests with the "open" status attached to them.  This drop-down can be navigated to provide results for all return requests, no matter the status, or for return requests that are marked with a specific request status.
  2. Start/End Dates - When first visiting the page, the start and end dates will be defaulted to the current day's date for the End Date and 1 year prior from current date for the Start date.  By clicking on the calendar symbol to the right of the date's text box, a date can be selected or you can manually type a date into the text box next to the calendar image.
  3. Column Headers - As you can see, the return requests information is listed in a straightforward fashion, displaying information such as the Request ID (reference number attached to each return request), Submission Date, who the request was submitted by, the status of that request and basic information on the user submitting the request, such as customer code, name and telephone number.
  4. Open\Delete Buttons  - From here you are able to view details on the return request or delete the user's return request.

View Return Requests Pop-Up

When clicking on the "View" link, the above pop-up presents itself.  This pop-up gives full information on the selected return request, such as:

  1. Customer Info - Much of the customer info displayed in the first view is displayed in this pop-up.  Additional portions of information are a "Customer Comments" section (comments left by the customer when filing their return request) and the customer's full address.
  2. Return Request Status and Notations - From here, you are able to change the status of the request, send the customer a notification email, once updated, leave comments to be viewed in the initial Return Requests manager and assign a P21 RMA number.
  3. Return Items - This section displays the items that are listed in the return request.  The invoice number, invoice date, part #, product description, quantity being returned for each product, return reason and price paid for each product are displayed here.
  4. Return Request Activity - Listed here is the activity that has occurred with the return request, containing information on when the request was first made to when notification emails were sent to the customer.

Notifications

When a user submits a return request, 2 notifications are sent:

  • One goes to the email address on the user's profile
  • The other goes to an Admin - Contact Aldrich Solutions to set the receiving address.

The email that's sent is based on the Email Template called Return Request Received. You can edit this template, and all other email templates, in the Email Templates tool in the Admin panel.

When you receive this email, check the Return Requests Admin tool to deal with the request itself.