Gestionnaire d’incidents

Gérez les incidents ou les problèmes de commande de votre magasin de manière plus contrôlée.

Gestor de incidencias - Gestiona las incidencias o problemas con los pedidos de tu tienda de una forma más controlada.
8,00 €
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Administrator benefits

Help Center

Manage your shop's incidents in a more orthodox way.

Communication

Improve customer communication with a controllable messaging system.

Effectiveness and efficiency

Improve the effectiveness and efficiency of your online shop service.

Solutions

Reduces the business impact of timely resolved incidents.

Satisfied customers

Improve user perception and satisfaction with this system thinking exclusively about the customer.

Quality and response time

Improve the quality and response time to user/customer incidents by resolving them with this support program.

Traceability

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.

Customer benefits

More action

Increase interaction with the store. The customer can send a possible incident about an order.

Incident history

Incident message history available in your customer account forever.

Returns

Request for return of merchandise in the same incident.

Attached files

Possibility of adding attached files (images, videos, documents...) that document the incident.

Description

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:

  • Select the reason or reason.
  • Select the order.
  • Select the product if applicable.
  • Indicate the amounts you wish to request as a refund, if applicable.
  • Select the priority.
  • Write a message.
  • Add an attachment.

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.

Settings

Notifications

Sets the email address that receives all notifications of new messages and incidents.

Confirmation email

Enable or disable the confirmation email to the customer that the incident was created correctly.

State

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.

Reason

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.

Returns

Enable or disable returns. PrestaShop returns system (RMA).

File extensions

Indicates the file extensions allowed for files attached to the message or incident.

Management

Incidents

View, sort, create, delete and respond to incidents that customers may send about an order.

State

View, sort, create, modify and delete statuses for incidents in your online store's help center.

Reasons

View, sort, create, modify and delete the reasons for incidents from your online store's help center.

Priorities

View, sort, create, modify and delete the priorities that customers can select for help center incidents in your online shop.

Predefined messages

View, sort, create, modify and delete the priorities that customers can select for help center incidents in your online shop.

Reasons for default

I have not received my order

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.

I want to cancel my order

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.

I don't like the order, I want to return it

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.

Breakage in transport

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.

The product is defective, I want to return it and exchange it

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.

The product is wrong. I want to change it for the correct one

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.

Wrong amount. I want to receive the correct amount

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.

Other motives

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.

Compatibilité

PrestaShop v1.5.0.0 - v8.2.0

Version

5.4.19 (19/02/2025)
Changelog

Langues disponibles

You can easily translate this module into any language.

Partenaire créateur de module : SuperHéro

Module creator partner Superhero seller

Why choose us?

Installation

Install this module easily, in one click, from the modules management of your store. Upload and install it.

Quality code

Complying with PrestaShop code standards.

Trust

Module tested and working perfectly in our own PrestaShop module store.

Warranty

Guarantee the success of your business with this unique module and differentiate yourself from the competition.

Experience

Developed by PrestaShop experts with more than 15 years of experience in the Ecommerce sector.

Commitment

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.

Vocation

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.

We hear you

Analysis, constant work and innovation. We always listen to your suggestions and requests to improve and make a more complete product.

Help and updates

Enjoy important updates every year and ask for unlimited help with technical support included in the purchase.

Hour bags

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.

PrestaShop Maintenance

With the maintenance service, we take care of everything related to the technical part of your store and help you improve your business.

Budgets

Ask for budgets without commitment to make specific modifications in your shop..

7 comments about "Gestionnaire d’incidents"

5
of 5
(5)
71.43%
Excellent
(2)
28.57%
Very good
(0)
0%
Normal
(0)
0%
Bad
(0)
0%
Appalling
7 ratings
  • Justo lo que necesitaba
    for Gestionnaire d’incidents on 27/10/2015
    cumple con la funcionalidad esperada. Faltaría adaptar todos los formularios y ajax a https cuando está habilitado en la tienda.
  • Funciona ok
    for Gestionnaire d’incidents on 20/08/2015
    pero estaria bien que los mensajes de las incidencias se regsitrasen en el servicio al cliente de la tienda
  • muchas gracias
    By Jose H for Gestionnaire d’incidents on 17/12/2015
    me gusta mucho este módulo, muy completo, muchas gracias desarrollador
  • saludos
    for Gestionnaire d’incidents on 16/04/2016
    muchas gracias por gran módulo!!
  • Una pasada
    By LUISA G for Gestionnaire d’incidents on 07/08/2020
    Una auténtica pasada. Recomendado al 100%

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