How to create a new return (manually or via the public order)
You can create a complaint either manually in the administration or the customer can initiate a complaint directly via the public order page. In the administration go to Complaints, click the “New complaint” button and enter the order number; the system will load the products from the order for quick filling. Complaints created by the customer via the public order automatically appear in the complaints list for processing.
Where to start — Complaints section
Go to the Complaints menu at https://fynode.com/complaints. In the list you see the complaint number, status, date, order number and customer email. Above the list is the “New complaint” button, which opens the form for manual complaint entry.
Creating a complaint via the public order
If enabled, the customer on the public order page clicks "Claim", selects the request type (repair, exchange, discount, withdrawal), provides a description and selects the claimed items. After submission the complaint appears in the administration under Complaints and the eshop owner receives a notification. From the public order the customer can also track progress or add a comment to the resolution.
Manual complaint creation — step by step
Click "New complaint", enter the order number and press Enter or the load icon. The system will load the order and display products with images, names, prices and quantities. Specify which items and how many units you are claiming, add a complaint description and save to create the record.
Just the order number is enough (enter it and press Enter), then select items from the loaded order, enter the number of complained units and the complaint description. The system will prefill information from the order for faster work.
If you have the complaints feature enabled, the customer on the public order page clicks "Claim", fills in the request type and description and marks the claimed products. After submission the complaint is automatically displayed in the administration.
In the complaint detail you fill in the "Resolution method" and save. The customer will see a message about the resolution in the public order and, if automatic notifications are set, the system will send the customer an email about the complaint being resolved. The customer can then add a statement.
After creating the complaint, process it in the detail view, specify the method of handling and save the record — the customer will see the status on the public order and can add a comment. If automatic notifications are set, the system will send the customer an email upon creation and upon resolution of the complaint.