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Incidents Management Module
Developed by Community developer
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More than 90 % of users recommend this product
The average rating includes all reviews over the last six months.
Users think this product is suitable for e-merchants who are:
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+100
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PrestaShop
1.5.0.0 - 1.7.5.0
Overview
Manage incidents or problems with the shop orders in a more controlled way.
What this product does for you
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Productivity Improve customer service management
- Manages the incidents of your shop in a more orthodox way.
- Improves communication with the customer.
- Improves the effectiveness and efficiency of the service.
- Improves user perception and satisfaction.
- Reduces the impact of the business on incidents resolved in a timely manner.
- Improves the quality and response time to the incidents of the user / client solving them with this support program.
- Disposition of management information to support decision making within a cycle of continuous improvement since it has traceability from the registry to the closure of the incident.
Features
Configuration
In the module configuration it is possible to:
- 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.
Administration
This module adds a new tab or link to the side menu of the Backoffice where it is possible access to:
- Manage incidents.
- Manage the status of the incidents.
- Manage the reasons for the incidents.
- Manage the priorities of the incidents.
From incident management it is possible to visualize, order, eliminate or respond to incidents that customers can send about an order.
What can you see of an incident?
- The incidence unique reference.
- The order reference.
- The product name if it has been selected.
- The date add of the incident.
- The date update of the incident.
- The link to the return of merchandise requested if applicable.
- 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.
By default, this module is installed with two states (Open and Closed) but it is possible to add as many states for the incidents as it deems appropriate. You can also activate, deactivate and / or delete them.
By default, this module is installed with eight reasons for the incidents:
I have not received my order
- 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.
I want to cancel my order
- 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.
I do not like the order
- 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.
Break in transport
- 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.
The product is defective, we want to return and change to another
- 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.
Product is wrong. I want to change the correct
- 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.
Wrong quantity. I want to receive the correct quantity
- 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.
Other reasons
- 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.
All the above reasons are added in the installation of this module but it is possible to modify them, delete them or add other reasons without limits.
In the order management appear the incidents related to the order.
In the customer management a list of the incidents that you have sent is shown.
Customer
From the customer's account it is possible to see a list of all the incidents that you have sent. Customer can access the message history and send a response.
At any time it is possible to send a new incident. Customer can:
- 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.
When choosing a reason, the orders that have as their current state one of the states associated with the selected reason appear.
When choosing an order, the possibility appears of selecting all the products of the order or one in particular.
In the case of choosing a reason with a return option (RMA), the customer can decide the amount he wants to return for each product of the order.
Important: If a customer has not placed an order, they can not add an incident.
Notifications by email
This module sends emails for:
- 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.
Frequently bought together
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Other
In the demonstration you can enter as a customer in the front office:
demo@demo.com
demodemo
What your customers will like
- Increase interaction with the store. Customer can send a possible incidence about an order.
- Message history of the incidents available in your customer account.
- Request for the return of merchandise in the same incident.
- Possibility of adding attachments (images, videos, documents ...) that give evidence of the incident.
Recommendation
This module is fully compatible with themes that have been developed with the Bootstrap 3.0+ technology. With other templates may need to do some adaptation.
Legal compliance
GDPR compliance
This module is compliant with the European General Data Protection Regulation
Support and updates
You automatically get 3 months of support for this product.
For 90 days after your purchase, you can enjoy technical and feature support, as well as access to updates available for this product.
Make sure this product runs well on your store for 12 months with Option Zen!
With Option Zen, you get access to ALL updates for the product for one year following purchase. Support from the product developer is available by email to answer all your technical and feature-related questions.
What is Option Zen?
Option Zen includes two services:
- Unlimited after-sales support during the period covered by the option
- Access to all updates for the product during the period
Option Zen is available at a discount when purchasing this product, but, if you miss out, you can also buy it via your customer account later. It is valid up to one year following the date of purchase of your product. The earlier you buy it, the longer you can enjoy it!
What does it include?
The following are included in Option Zen:
- questions about using the module/theme;
- solving technical problems related to the module/theme;
- access to all module/theme updates.
The following services are not included in Option Zen:
- customization and special development;
- installing and updating the module/theme;
- solving problems concerning third-party services, hosting, the server, or the PrestaShop software.
Installation
First of all, click “Add new module” at modules tab on back office. You will find it in the top right. After that, select packaged file you have downloaded and click “Upload file”. Now your module appears on modules list. Click on “Install”, and “Configure” next.
You can also unload .zip file and upload it into your modules directory. In this way you will install and configure module from modules admin.
What's New in Version 4.0.16(09/24/2018)
- FIX: setMedia new param in AdminControllers
- ADD: display order return in incidence
- FIX: now there is a control for the Time limit of validity for the return exceeded
- ADD: change author module
- ADD: now incidences appears in order management
- ADD: now incidences appears in customer management
About the developer
- list 31 Products developed
- today 05/16/2014 PrestaShop member
- flag Spain Country
- Captain Expertise Level
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