Frequently asked questions (FAQ) about complaints
How can a customer determine the preferred form of dealing with a complaint?
The wizard for filing complaints available in the STANDARD template does not allow for choosing preferred form of solving the complaint. It is the store’s service that decides which of the forms (repair, replacement, return) is the most appropriate for the client's situation.
If you want to include an additional step with a possibility of choosing the preferred form of solving the complaint, please contact our graphics department, in order to create or modify the individual template of your store.
How can a customer choose the preferred form of refund?
The wizard for filing complaints available in the STANDARD template does not allow for choosing preferred form of refund. It is the store's staff that decides which form of refund will be chosen the default one is a refund to a customer balance.
If you want to include an additional step with the possibility of choosing a preferred form of refund, please contact our graphics department, in order to create or modify the individual template of your store.
How can a customer get a refund for defective goods through a cashback?
Cash back refunds in the RMA module are available for complaints, for which the original order was paid via payment system supporting cash back.
When creating a refund payment, store staff sees a message about the possibility of adding cash back or a standard refund. If they decide on a cash back and add the refund, further steps will be taking place automatically.