Returns and support

Step by step

1. Find the order Support Agent

   Support Agent identifies the buyer, size and color lines and existing shipment events.

   • Identifies affected variant and buyer
   • Updates Apparel customer orders, Order lines size and color

2. Record the issue Support Agent

   Create an exception for the appropriate type, name a support owner and describe the customer's report.

   • Names type, detail and owner
   • Updates Order and support exceptions

3. Read movement and evidence Support Agent

   Compare Shipped, Delivered and Returned or Exchanged events with attachments and payment evidence.

   • Compares physical and financial facts
   • Updates Fulfillment and returns events, Record attachments, Payment evidence

4. Investigate Support Agent

   Support Agent records findings and moves the exception through Open, Investigating or Escalated as the case requires.

   • Retains case context and fit notes
   • Updates Order and support exceptions, Wholesale accounts and shoppers

5. Resolve Support Agent

   Record a resolution note and close the issue when the supporting event and payment records agree with the outcome. Executed order compensation follows the correction path.

   • Records outcome and escalation history
   • Updates Order and support exceptions, Order review decisions, Operation receipts

Support Agent

Owns the case.

Fulfillment Lead

Confirms movement.

Reconciliation Analyst

Checks payment.

Order Reviewer

Considers escalated decisions.