Gérez les incidents ou les problèmes de commande de votre magasin de manière plus contrôlée.
Manage your shop's incidents in a more orthodox way.
Improve customer communication with a controllable messaging system.
Improve the effectiveness and efficiency of your online shop service.
Reduces the business impact of timely resolved incidents.
Improve user perception and satisfaction with this system thinking exclusively about the customer.
Improve the quality and response time to user/customer incidents by resolving them with this support program.
It has management information to support decision-making within a cycle of continuous improvement since it has traceability from the registration to the closure of the incident.
Increase interaction with the store. The customer can send a possible incident about an order.
Incident message history available in your customer account forever.
Request for return of merchandise in the same incident.
Possibility of adding attached files (images, videos, documents...) that document the incident.
An incident manager for an online store is a tool or system designed to manage, track and resolve problems or incidents that may arise in the daily operation of e-commerce.
The module considerably improves the customer service that the PrestaShop platform has by default. It is ideal to make things easier for both the client and you as an administrator.
From the customer's account it is possible to see a list of all the incidents that have been sent. The client can access the message history and send a reply.
At any time it is possible to submit a new incident.
The client can:
When choosing a reason, orders appear that have as their current status one of the statuses associated with the selected reason.
When choosing an order, the possibility appears to select all the products in the order or a specific one.
In the case of choosing a reason with a return option (RMA), the customer can decide the quantity they want to return of each product in the order.
Important: If a customer has not placed an order, they do not have the possibility of adding an incident.
On the other hand, in the order details, the customer can see a list of the incidents associated with the order.
In short, a ticket manager for an online store is essential to maintaining a high level of customer service, resolving issues quickly, and improving operational efficiency.
Sets the email address that receives all notifications of new messages and incidents.
Enable or disable the confirmation email to the customer that the incident was created correctly.
Sets the status of default incidents. This means that when a new issue is created from the user's account, this status is assigned by default.
Sets the reason or reason for the default incident. Mainly so that it is selected in the incident form that the user has in their customer account.
Enable or disable returns. PrestaShop returns system (RMA).
Indicates the file extensions allowed for files attached to the message or incident.
View, sort, create, delete and respond to incidents that customers may send about an order.
View, sort, create, modify and delete statuses for incidents in your online store's help center.
View, sort, create, modify and delete the reasons for incidents from your online store's help center.
View, sort, create, modify and delete the priorities that customers can select for help center incidents in your online shop.
View, sort, create, modify and delete the priorities that customers can select for help center incidents in your online shop.
It allows you to simulate the claim of a lost order that has not arrived at the destination. This reason does not allow returns. You can change it. By default, this reason is associated with the order statuses: Delivered and Payment accepted.
It allows you to simulate the situation in which the customer decides not to want to receive the order. This reason does not allow returns. You can change it. By default, this reason is associated with the order statuses: Delivered and Payment accepted.
It allows you to simulate the situation that the customer has received the order but is not happy with what he has received. This reason allows returns using PrestaShop's RMA system. By default, this reason is associated with the order statuses: Delivered and Shipped.
It allows you to simulate the situation that the customer has received the order but the merchandise has arrived damaged or broken due to some impact on the trip to the destination. This reason allows returns using PrestaShop's RMA system. By default, this reason is associated with the order statuses: Delivered and Shipped.
It allows you to simulate the situation that the customer has received the order but the merchandise has arrived with some problem or unforeseen event. This reason allows returns using PrestaShop's RMA system. By default, this reason is associated with the order statuses: Delivered and Shipped.
It allows you to simulate the situation that the customer has received the order but the wrong merchandise has arrived and the customer wants to change it. This reason allows returns using PrestaShop's RMA system. By default, this reason is associated with the order statuses: Delivered and Shipped.
It allows you to simulate the situation that the customer has received the order but the quantity received is not correct. This reason allows returns using PrestaShop's RMA system. By default, this reason is associated with the order statuses: Delivered and Shipped.
This reason can be used for any other case that is not contemplated in the previous ones. This reason does not allow returns. You can change it. By default, this reason is associated with the order statuses: Delivered and Shipped.
PrestaShop v1.5.0.0 - v8.2.0
5.4.19 (19/02/2025)
Changelog
Install this module easily, in one click, from the modules management of your store. Upload and install it.
Complying with PrestaShop code standards.
Module tested and working perfectly in our own PrestaShop module store.
Guarantee the success of your business with this unique module and differentiate yourself from the competition.
Developed by PrestaShop experts with more than 15 years of experience in the Ecommerce sector.
We are aware of the importance of fulfilling the development of the work in the stipulated time. We put our capabilities to the maximum to carry out the entrusted task.
Delighted with our work. Dividing to win is a whole philosophy of life and that is what we do every day to give you solutions.
Analysis, constant work and innovation. We always listen to your suggestions and requests to improve and make a more complete product.
Enjoy important updates every year and ask for unlimited help with technical support included in the purchase.
To resolve specific problems, hire a bag of hours to provide you with the most appropriate and personalized technical assistance with priority and/or exclusivity.
With the maintenance service, we take care of everything related to the technical part of your store and help you improve your business.
Ask for budgets without commitment to make specific modifications in your shop..
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Gérez les incidents ou les problèmes de commande de votre magasin de manière plus contrôlée.
