Editing a complaint: procedure and available fields
Editing a return is done in the Returns section in the admin, where you open a specific return and modify its fields in the edit form. The form loads data from the associated order including products and allows changing the return status, adding a description, setting the handling method, or adding internal notes. After saving, changes appear in the public order and may trigger customer notifications.
Step 1 — open the complaint
Go to the Complaints section at https://fynode.com/complaints and click “Edit” for the relevant complaint. The system will load the order data and display a detailed form with current values that you can modify.
Step 3 — saving, notifications and the public order
After saving fill in the “Handling method” field so the customer sees information about the resolution on the public order. If automatic emails are enabled, the system will send notifications both when the complaint is created and when it is resolved. From the public order the customer can add a statement which will then appear in the administration.
Step 2 — edit fields and items
In the form you can edit the complaint status, request type, description, which products and how many units are being claimed, an internal note and any attachments. After editing the fields confirm the changes with the Save button. The product list is loaded from the order for quick marking of claimed items.
Which fields can I edit on a return?
In the complaint editor you can change the complaint status, request type (Repair Exchange Discount Contract withdrawal), complaint description, selected products and their claimed quantities, internal notes and add attachments. The system loads products from the order for quick filling.
How do I inform the customer that I have resolved the complaint?
In the complaint detail fill in the "Resolution method" field and save. The customer will see the resolution information in their public order and if automatic emails are set, the system will send them a notification email about the complaint resolution.
Can the customer add a statement about the handling of the complaint after it has been closed?
Yes. In the public order the customer has the option to add a statement about the handling method. After submission the statement appears in the administration and the eshop owner receives a notification.