Resetting Returns and Allowing Exceptions in the Redo Dashboard
In certain situations, you might need to reset a customer’s return or allow exceptions if a return is rejected due to mistakes or specific circumstances.
When to Reset or Allow Exceptions
Common scenarios include:
Customers accidentally selecting incorrect options.
Returns rejected due to being outside the return window.
Items flagged as final sale by mistake.
How to Reset a Rejected Return
Navigate to Rejected Returns in the Redo dashboard.
Locate and select the rejected return you wish to reset.
Click on the Reset option.
Choose the reentry point for the customer:
Policy Window: Customer must still be within the allowed return timeframe.
Final Sale Check: Skips the policy window check, focusing instead on final sale tags.
Note: Additional steps can be bypassed by choosing later points in the flow
Important Considerations
Resetting a return deletes previous customer-entered data.
It's recommended to reset to at least the Return Reasons step to ensure sufficient information is captured from the customer.
Example Workflow
Customer's return is initially rejected due to policy window violation.
Reset and choose a later point (e.g., Final Sale Check) to bypass the initial rejection.
If rejected again, reset further down the flow to continue past specific checks, allowing the customer to proceed with the return.
Result
The customer can successfully complete the return process, generating a shipping label and continuing through the return flow.
Using the reset feature effectively ensures better customer service by handling exceptions smoothly and maintaining customer satisfaction.