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Incidents Management

Modulo Incidents Management

Sviluppato da Community developer
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Oltre il 90 % dei merchant raccomanda questo prodotto

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  • +100
    downloads!
  • PrestaShop
    1.5.0.0 - 1.7.6.1

Descrizione

Manage incidents or problems with the shop orders in a more controlled way.
 
 

Ciò che questo prodotto ti offre

event_available

Produttività Facilita la gestione del tuo servizio post-vendita

  • 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.

Funzioni

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

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 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.

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 Backoffice, the incidents related to the order appear on the order page.

Also, in the customer management you can see a list of the incidents it has sent.

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.

On the other hand, in the detail of the order, the customer can see a list of the incidents associated with the order.

From the same detail of the order the customer can see the messages and give a response. Also he can create a new incident associated with the order.

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.

Acquistati di solito insieme

Aggiungi "Incidents Management " al carrello insieme a:

  • The Orders Export Module allows you to do a CSV or EXCEL export of your data from your orders function. This module is also compatible for multi stores.  

    $5999
  • Gestisci le tue richieste di reso comodamente con PrestaShop Return Manager. Questa estensione RMA ti aiuta a mantenere e migliorare la relazione con i clienti rendendo il processo di reso facile per i tuoi clienti.

    $5999

Altro

In the demonstration you can enter as a customer in the front office:
demo@demo.com
demodemo

Ciò che i tuoi clienti apprezzeranno

  • 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.



 

Raccomandazione

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

Regolamento generale sulla protezione dei dati (GDPR)

Questo modulo è conforme al Regolamento generale europeo sulla protezione dei dati.

Supporto e aggiornamenti

Disponi automaticamente di 3 mesi di supporto per questo prodotto.

Per 90 giorni dopo l'acquisto, benefici di un'assistenza tecnica e funzionale, oltre che dell'accesso agli aggiornamenti disponibili per questo prodotto.

Garantisci il buon funzionamento di questo prodotto sul tuo negozio per 12 mesi con l’Opzione Zen!

Grazie all’Opzione Zen, hai accesso a TUTTI gli aggiornamenti del prodotto per un anno dopo l'acquisto. Lo sviluppatore del prodotto ti accompagna rispondendo per e-mail a tutte le tue domande tecniche e funzionali.

Che cos'è l'Opzione Zen?

L'opzione Zen comprende due servizi:

  • un supporto post-vendita illimitato durante il periodo coperto dall'opzione;
  • l’accesso a tutti gli aggiornamenti di questo prodotto durante questo periodo.

L'Opzione Zen è disponibile a un prezzo vantaggioso al momento dell'acquisto di questo prodotto e, in caso di ripensamenti, puoi ottenerla anche dopo l'acquisto a partire dal tuo account. rnÈ valida per un anno a partire dalla data di acquisto del prodotto. Prima l'acquisti, più a lungo ne approfitti!

Cosa include l'opzione Zen?

L'Opzione Zen comprende:

  • le domande relative all'utilizzo del modulo/tema;
  • la risoluzione di eventuali problemi tecnici legati al modulo/tema;
  • accesso a tutti gli aggiornamenti del modulo/tema.

L'Opzione Zen non comprende le seguenti prestazioni:

  • la personalizzazione e lo sviluppo specifico;
  • le prestazioni di installazione e di aggiornamento del modulo/tema;
  • la risoluzione di problemi relativi a servizi esterni, l'hosting, il server o, ancora, il software PrestaShop.

Installazione

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.
 

Novità nella versione 4.1.0(02/10/2019)

  • ADD: backend links adaptation in PrestaShop 1.7.6.1
  • ADD: define width for selectors in admin controller
  • ADD: use getAdminLink
  • ADD: button add a new incidence in AdminOrder
  • ADD: button add a new incidence in AdminCustomer
  • ADD: in module configuration link to admin incidences
  • ADD: inproves in header in admin view incidence
  • ADD: show customer in admin view incidence
  • ADD: configuration tabs
  • ADD: direct link to manage incidences in module configuration
  • ADD: related modules
  • ADD: improve description
  • ADD: incidence template improvements
  • ADD: use getBreadcrumbLinks()
  • ADD: use block name page title
  • ADD: use block name page footer
  • ADD: smaller "view incidence button"
  • ADD: smaller incidence table
  • ADD: remove contact controller and create list and view controller for incidences in frontend
  • ADD: use datatable plugin to filtering, sorting and pagination tickets in customer account
  • ADD: use registerStylesheet and registerJavascript in frontend
  • ADD: use bootstrap modal for add incidence in frontend
  • ADD: show the messages number in the incidence in frontend
  • ADD: customer can see a list of incidences and create a new incidence in the order detail page - displayOrderDetail
  • ADD: input type file translatable
  • ADD: manage returns from incidence
  • ADD: when the administrator adds a new incidence from the backoffice, only the customers who have orders appear
  • ADD: when the administrator selecting a customer, now only that customer's orders appear
  • ADD: now the administrator can see the status and priority in the incident view
  • ADD: administrator can create and select predefined messages

Informazioni sullo sviluppatore

Community developer

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$7999

Vantaggi:

  • Compatibilità v1.5.0.0 - v1.7.6.1

  • Versione 4.1.0 (02/10/2019)

  • Tradotto in EN, CO, ES, MX, PE, VE

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