Allowing a complaint or cancellation via the public order
Public order (Track & Trace) can allow a customer to file a complaint or cancel an order directly on the public order page. Enable this functionality in Track & Trace settings and then specify which actions are available to the customer and which order status should be set in the eshop after cancellation or after handling a complaint.
Where to enable returns and cancellations
Settings can be found in the Track & Trace section. Here are switches “Allow complaints” and “Allow cancellations” together with the option “Order status after cancellation”, which determines which internal status should be set in the eshop after the customer action.
Status mapping and supplementary text
For each public status you can set internal eshop states and add the text the customer will see after performing the action. For cancellations choose an appropriate internal state so the process is further handled according to your internal rules and the customer receives clear information about the next step.
How the process works from the customer’s perspective
The customer opens the public order via a unique link, for example https://fynode.com/orders/public/{ID}/{TOKEN}, and if the features are enabled, buttons for complaint or cancellation will be displayed. After submission the filing appears in the admin in the Complaints section or the order status changes according to the cancellation setting.
Security and verification
A unique token in the link protects access to the public order. If you need a higher level of verification, add internal authorization rules or restrict the possibility of cancellation for orders with an invoice or processed shipment.
Where do I enable the returns or cancellation option for the public order?
Enable it in the Track & Trace settings in the administration. Activate the toggles "Allow returns" or "Allow cancellation" and set the desired "Order status after cancellation" so that the changed order step sequence in the eshop is processed correctly.
Is the customer always shown the cancellation option?
No. The option to cancel is shown only if it is enabled in the settings. You can also define rules so that cancellation is not available in certain internal states or if the order has already been shipped or has an issued invoice.
Where is a complaint or cancellation from the public order sent?
The submission will appear in the administration. Returns will appear in the Returns section where you process them, and after processing the system can update the public order with information about completion. Cancellation will change the order status according to the set internal status and the customer will see the updated status on the Track & Trace page.