Summary of enhancements:

  1. Against a Return, a Configuration to make "Include Shipping Charge" field in the Create Return Request page non-editable.
  2. New Refund Workflow - Ability to Capture Confirmed Refund Amount.
  3. CP UI Changes for PH Oman.
  4. Cancel - Store Drop-off Return and Self-Ship.
  5. Cancel reverse shipment - merchant pickup returns.
  6. Cancel action in the Ready for Collection page in the CP.


Against a Return, a Configuration to make "Include Shipping Charge" field in the Create Return Request page non-editable

Context:

  • When an item is canceled/returned, and a refund is to be initiated, the CP user has an option to include shipping charges in the refund amount

  • However, if CP user has to process high volumes of cancel/return every time he needs to check “Include shipping charges” to add shipping charges to the refund amount

  • Hence, such CP users/merchants want to include shipping charges by default while some other merchants might not want to include shipping charges by default

  • In either case, merchants want to have the flexibility of having “Include Shipping Charge” by default checked or unchecked for each return

Solution:

  • A merchant level configurations have been added ‘Consider Shipping Charge in the Return Request by Default’

    • This configuration is disabled by default.

    • When the configuration is enabled, the checkbox of ‘Include Shipping Charge’ in Create Return Request page is checked by default

  • Another merchant level config has been added 'Make Include Shipping Charge field in the Return Request non-editable’

    • Disabled by default

    • When this configuration is enabled, the checkbox of ‘Include Shipping Charge’ in the Create Return Request page becomes non-editable.


Based on the 2 merchant level configurations, the following cases are possible:

Consider Shipping Charge in the Return Request

Make "Include Shipping Charge" field in the Return Request non-editable

Default checkbox status

Option to edit the checkbox

Disabled

Disabled

Unchecked

Editable

Disabled

Enabled

Unchecked

Uneditable

Enabled

Disabled

Checked

Editable

Enabled

Enabled

Checked

Uneditable


The configurations can be modified under Settings -> Application Settings -> Order Settings -> Refund Settings

CP Screenshot:



New Refund Workflow - Ability to Capture Confirmed Refund Amount

Context:

  • Refund processing does not allow the user to edit the amount before processing which would restrict the merchant.

  • Example use case:

    • Merchants might want to hold certain charges if the order was processed with free shipping.

Solution:

  • To enable the merchant to edit the amount before processing. The required workflow changes have been made in the control panel

Terminology definitions:

Requested Refund Amount: When a return is created with ‘Refund’ action, the amount is termed as ‘Requested Refund Amount’

Confirmed Refund Amount: When the merchant defines the ‘Refund’ amount against a return, the amount is termed as ‘Confirmed Refund Amount’

Refunded Amount: When the refund is processed, the amount is termed as ‘Refunded Amount’

  • Return details page displays the ‘Requested Refund Amount’. Now the page has the option to add ‘Confirmed Refund Amount’

  • In the Initiate refund page a new section on ‘Confirm Refund’ has been added. This section includes has

    • a ‘Confirmed Refund Amount’ field. The ‘Confirmed Refund Amount’ will be pre-populated with ‘Requested Refund Amount’

    • a button titled ‘Update' will be available to allow user to update the ‘Confirmed Refund Amount’

Note: ‘Refund’ button on the Customer Return Received and RTO Received has been renamed as ‘Initiate Refund’




CP UI Changes for PH Oman

Context:

  • The Order Alert page is mainly used by our QSR clients. It’s a live streaming page for incoming orders

  • PH Oman’s customer care executive punch-in orders in their internal system. To do so they refer to the email that they receive upon an order is placed. 

  • Due to this, at times multiple customer care executive would punch in the same order twice

  • They also were not able to use the order alert page because there was no provision to figure out which order has already been punched-in


Solution:

  • To mark an order that has been accepted by a customer care executive, an accept action has been added against each order in the order alerts page which earlier was only available in the order details page. This will be in the form of an ‘Accept’ button under a new column called ‘Action’.

  • Also, a new column ‘status’ has also been added which will get updated to ‘Accepted’ as soon the action is triggered. From this, the order that has already been accepted by a customer care executive can be figured out

  • Another column ‘Action taken by’ has been added which will enable the user to view the email address of the person who took the action. 


CP Screenshot:




Cancel - Store Drop-off Return and Self-Ship

Context:

  • There is no option to ‘cancel’ in the control panel if the customer delays the return (drop at store or ship to store).


Solution:

  • ‘Cancel’ action is now available against each return request for store drop-off return and self-ship return

  • The ‘Cancel’ action will only be available for the return requests listed in the ‘Picked’ tab

  • When the return gets cancelled, the reverse flow gets cancelled. If a refund has been initiated, it gets cancelled. 

  • An API has also been exposed that takes the return request ID as input and cancels the return request

  • If the refund is already processed for a return, the Cancel action both from CP as well as  API will provide a validation message


API Sample response:


POST:

https://qa.ecom.capillary.in/developerAPI/Order/CancelReturn/{{Merchantid}}/{{Return requestid}}


Response:

{

”messageCode”: …,

”Message”: …,

“errorCode”: …

}

 

CP Screenshot:


Store drop-off and self ship returns:




Cancel reverse shipment - merchant pickup returns

Context:

  • There is no option to ‘cancel’ reverse shipment in the control panel for merchant pickup returns after the logistics gets allocated i.e. in the ‘pending pickup’ stage. 


Solution:

  • ‘Cancel Reverse Shipment’ action has been added for Merchant pickup return requests that cancels the reverse shipment for all return requests listed under Pending Pickup tab

  • When a reverse shipment is cancelled, the following actions take place:

    • Status of the return gets changed to ‘Initiated’

    • If a refund is initiated, the refund gets cancelled

    • A notification gets sent to the logistics provider

  • An API has also been exposed that takes the return request ID as input and cancels the reverse shipment

  • If the refund is already processed for a return request, the Cancel Reverse Shipment action both via CP, as well as  API, will provide a validation message


CP Screenshot:


Merchant Pickup return:




Cancel action in the Ready for Collection page in the CP

Context:

  • When a pick up order is placed - it goes to the Authorized bucket. When the store operator finds the stock in the store, he will prepare the package and move the order from Authorized to Ready for Collection.

  • Now, in case, the customer doesn't turn up to pick the order or asks to cancel it, the store operator doesn't have an option to do the same from the control panel.


Solution:

  • A ‘Cancel’ option is added to the Orders and Leads -> Pick up at Store -> Ready for Collection page. 

  • Once an order gets authorized it moves to the ‘Ready for Collection’ stage. User can now cancel the order from the CP in case the customer doesn’t turn up to pick up the order or cancels the order

  • If the cancellation is tried for a delivered Ready for Collection package, a validation message ‘Pickup at Store Package Already Delivered’ gets displayed.