Attribute settings
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Written by Customer Success
Updated over a week ago

At the attribute settings you can define the options for three kinds of system attributes:

  1. Return reason

  2. Service request

  3. Settlement proposals

Return reason

You can define the return reason options that customers can select when they create a return.

When you have defined the return reason options, you can activate the return reason attribute in the parameters section.

Service request

You can define standard settings and settings regarding settlement automation to manage a service request.

Standard settings of a service request

You can define the service request options that customers can select when they create a return.

When you have defined the service request options, you can activate the return reason attribute in the parameters section.

You can link the service request option to a settlement type (as defined in account master data settings) to use the service request option for settlement automation. In this case, the service request option should be activated on the return level.

Settlement Automation

When active, a settlement memo is created for a return. The settlement memo is used to give customers a settlement for the following types as defined in the account master data:

  • Refund

  • Store credit

You can allow customers to select their preferred settlement by using service request attribute settings at the return type.

Settlement automation is defined by the following parameters:

Auto-create settlement memo: when active a settlement memo is created automatically.

Return status for auto-creation: define the trigger when the memo should be created:

  • Return submitted

  • Return tracked (requires advanced carrier tracking)

  • Return received (requires Return Dock)

  • Return checked (requires Return Dock)

  • Return processed (requires Return Dock)

Refund order shipping costs: define if the original shipping costs of the order should be reimbursed:

  • Full refund

  • No refund

Update settlement memo for product deviation status: define if deviations, as registered by the receiving process in Return Dock, should be included in the calculation of the settlement amount:

  • Shortage: if selected, a shortage will be deducted from the settlement amount

  • Surplus: if selected, a surplus will be added to the settlement amount

  • Unexpected: if selected, an unexpected item will be added to the settlement amount

Settlement proposals

Settlement proposals provide you with the flexibility to offer various reimbursement methods to your customers, covering your processing costs per return.

A settlement proposal is comprised of a service request and a designated route. Each combination allows you to specify the associated costs, which will be transparently presented to your customers throughout the return process. These costs are factored into the calculation of the final settlement amount, ensuring transparency and accuracy in every transaction.

By utilizing settlement proposals, you can tailor reimbursement options to meet both your operational needs and the preferences of your customers, enhancing overall satisfaction and efficiency.

Create a new settlement proposal

Settlement proposals can be accessed through the attribute settings of your return policy. Simply navigate to the menu “Settlement proposal” of the attribute settings of your desired return policy, where you'll find the option to create a new settlement proposal using the "Create settlement proposal" button.

To create a settlement proposal, begin by assigning a desired label, which will be displayed to your customers. Next, select the appropriate service request and activate the proposal. Once you've pressed the "Save" button, a new menu item titled "Routes" will appear.

In the Routes section, you can specify the costs associated with the linked service request for each configured route. It's essential to enter the costs for each activated currency to ensure accurate calculations. Once you've completed setting up the costs for each route, save your configuration.

Please note that all configured routes, including those not directly connected to the corresponding return policy, are displayed. To differentiate, routes connected to the corresponding return policy will have "policy on route" added to their names.

Manage settlement proposals

In a table-based overview, you can conveniently access all configured settlement proposals. Key information such as the name, linked service request, and creation date is prominently displayed for easy reference. Each proposal is equipped with options for updating, deactivating, reactivating, or deleting.

If you choose to delete a settlement proposal, rest assured that the offered and selected proposal for a specific return will be retained as essential information for your customer support agents. This ensures continuity and clarity in customer interactions.

To enable the comprehensive feature for your customers, utilize the process settings within the return policy. By accessing the process settings, you can activate the entire functionality, ensuring seamless integration and accessibility for your customers.

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