• Modify the email address that receives all notifications of new messages and incidents.
• Set the status of the incidents by default. This means that when a new incident is created from the user's account this default state is assigned.
• Set the reason or reason for the default incident. Mainly so that it is selected in the form of incidents that the user has in his client account.
• Activate or deactivate returns. PrestaShop Returns System (RMA).
• Indicate the file extensions allowed for the files attached to the message or incident.

• Incidents.
• The status of the incidents.
• The reasons for the incidents.
• The priorities of the incidents.
• The predefined messages.

• The incidence unique reference.
• The order reference.
• The product name if it has been selected.
• The customer name and customer email.
• Incidence priority.
• Incidence status.
• The date add of the incident.
• The date update of the incident.
• Information on the return request and direct link to its management.

• Message history.
• Form to add a response. It is possible to add a message, change the status of the incident and add an attachment if necessary.

• Allows you to simulate the claim of a lost order that has not reached the destination.
• This reason does not allow return.
• By default, this reason is associated with the order statuses: Delivered and Payment accepted.

• Allows to simulate the situation that the customer decides not to want to receive the order.
• This reason does not allow return.
• By default, this reason is associated with the order statuses: Delivered and Payment accepted.

• Allows to simulate the situation that the customer has received the order but is not happy with what he has received.
• This reason allows return using the PrestaShop RMA system.
• By default, this reason is associated with the order statuses: Delivered and Sent.

• Allows to simulate the situation that the customer has received the order but the merchandise has arrived damaged or broken due to a blow in the trip to the destination.
• This reason allows return using the PrestaShop RMA system.
• By default, this reason is associated with the order statuses: Delivered and Sent.

• Allows to simulate the situation that the customer has received the order but the merchandise has arrived with some problem or unforeseen.
• This reason allows return using the PrestaShop RMA system.
• By default, this reason is associated with the order statuses: Delivered and Sent.

• Allows to simulate the situation that the customer has received the order but the merchandise has arrived wrong and the customer wishes to change it.
• This reason allows return using the PrestaShop RMA system.
• By default, this reason is associated with the order statuses: Delivered and Sent.

• Allows to simulate the situation that the customer has received the order but the quantity received is not correct.
• This reason allows return using the PrestaShop RMA system.
• By default, this reason is associated with the order statuses: Delivered and Sent.

• This reason can be used for any other case that is not contemplated in the previous ones.
• This reason does not allow return.
• By default, this reason is associated with the order statuses: Delivered and Sent.

• Select the reason.
• Select the order.
• Select the product if applicable.
• Indicate the quantities you wish to request as a refund if applicable.
• Select the priority.
• Write a message.
• Add an attachment.

• Notify the administrator that there is a new incident.
• Notify customer that their incidence has been answered.
• Notify the administrator that an incident has been answered by a customer.

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Want more details? Check out the most frequently asked questions about Business Care.