7 comments about "Incidents Management"

Average rating: 5/5 based on 7 comments of customers.

Criterions

(5)
71.43%
Excellent
(2)
28.57%
Very good
(0)
Normal
(0)
Bad
(0)
Appalling

Incidents Management

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

€97.99 the first year
Then €28.00/year
Licenses

Downloaded more than 100 times

Compatibility
PrestaShop v1.5.0.0 - v1.7.7.5

Version
4.2.2 (26/02/2021)

(*) Available languages

Module creator partner Superhero seller

Module Creator Partner: SuperHero

 

What this product does for you

  • 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.

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.

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 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.
  • 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 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.

RECOMENDATION

This module is fully compatible with themes that have been developed with the Bootstrap 3.0 or higher technology. With other templates may need to do some adaptation.

For beginner users
(*) Very easy installation and configuration

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 from Addons Prestashop 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.

7 comments about "Incidents Management"

  • Magnifico Modulo
    By on 12/07/2017

    Es un modulo 10, facil, profesional y cubre todas tus necesidades...me ha encantado tanto el trato de José como la aclaración de todas mis dudas. Recomiendo este modulo y esta página. Muy profesionales.

  • muchas gracias
    By on 12/17/2015

    me gusta mucho este módulo, muy completo, muchas gracias desarrollador

  • Justo lo que necesitaba
    By on 10/27/2015

    cumple con la funcionalidad esperada. Faltaría adaptar todos los formularios y ajax a https cuando está habilitado en la tienda.

  • Funciona ok
    By on 08/20/2015

    pero estaria bien que los mensajes de las incidencias se regsitrasen en el servicio al cliente de la tienda

It is very important that you thoroughly review all the documentation of the products we sell, try the demonstration and ask us any questions you have before making the purchase because product returns are not allowed, since it is non-encrypted software and it is not a tangible product.

Once sold a licences, the amount will not be returned under any circumstances except for causes attributable to this entity, in that case the origin of the problem will be studied to try to solve it by dedicating the maximum capacity to it.

In case the product is not working in your store, we will need the access data to the site (FTP and backoffice mainly) to review and solve the problems.

Only in the event that the problem could not be solved would the refund be issued.

Refund requests will not be considered if the purchase was made more than 3 months ago.

The purchase of this module includes 12 months of technical support and updates and is tacitly renewed at the end of the period.

You can cancel your subscription at any time before the end of the current period.

What does the technical support and updates service include?

Download security updates.
Download compatibility updates.
Download evolutions and new functionalities.
Unlimited assistance.

Request technical support
What is not included in the technical support and updates service?

Installation.
The adaptations with the different types of template.
The specific modifications or customizations that you need to make in your shop.
Solve problems related to the template, incompatibilities with third-party modules or third-party service problems such as hosting limitations among others.

Do you need additional technical support?

Take a look at the hour bag service we offer.

View hour bag
Do you have any question?

Send a message to the marketing department.

Contact us

You might also like

Customers who bought this product also bought:

Would you like to be part of our team of web developers?

More information
Product added to compare.