diff --git a/docs/content/user-guide/orders/claims.md b/docs/content/user-guide/orders/claims.md deleted file mode 100644 index 8c548c87f9..0000000000 --- a/docs/content/user-guide/orders/claims.md +++ /dev/null @@ -1,11 +0,0 @@ ---- -sidebar_position: 8 ---- - -# Manage Claims - -:::note - -This guide is coming soon. - -::: diff --git a/docs/content/user-guide/orders/claims.mdx b/docs/content/user-guide/orders/claims.mdx new file mode 100644 index 0000000000..a3cd525e22 --- /dev/null +++ b/docs/content/user-guide/orders/claims.mdx @@ -0,0 +1,165 @@ +--- +sidebar_position: 8 +--- + +import UiIcon from '@site/src/components/UiIcon'; + +# Manage Order's Claims + +In this document, you’ll learn what claims are, how to create them, and more. + +## Overview + +If a customer receives a faulty or incorrect item(s) for an order they placed, you can create a claim to either refund or replace the item(s). + +When a claim is created, you can choose whether the claim will be resolved through a refund or by replacing the item(s). + +--- + +## Create a Claim + +:::caution + +If you create a claim of type Refund, a refund is issued to the customer right after the claim is created. Before you can create a claim for an order, you must capture the order’s payment, and create fulfillment in the order for the items included in the claim. + +::: + +1. Open the order details page. +2. In the Timeline section, click on the icon at the top right. +3. Click on Register Claim in the dropdown. +4. In the new window that opens: + - Choose the items you want to create the claim for. For each item you pick, you must select the reason for the claim: + - Click on the Select Reason button below the item. + - Choose the Reason from the options in the Reason field. + - Optionally add a Note or upload images as part of the reason. + - Click on the Add button. + - Choose the Shipping method to use to return the item. + - You can add a custom price for the shipping method by clicking on the Add custom price button. + - You can remove the custom price by clicking on the icon next to the price. + - Choose whether the type of the claim is “Refund” or “Replace”. If you choose “Replace”: + - Choose the products you want to send to the customer by clicking Add Product and choosing the product you want to add. + - You can remove a product from the “items to send” list by clicking on the icon. + - If you want to send the items to another address, click on “Ship to a different address” and fill out the shipping address info. + - Choose the Shipping Method that will be used to deliver the replacement items. + - If you don’t want the customer to receive an email that a claim has been created, uncheck the “Send notifications” checkbox. +5. Once you’re done, click on the Complete button. + +--- + +## View Claim Details + +To view an order’s claim details: + +1. Open the order details page. +2. In the Timeline section, find the claim and click on the icon at its right. +3. Click on More Details in the dropdown. + +--- + +## Manage a Claim’s Returns + +### Receive a Claim’s Return + +To mark a claim’s return as received: + +1. Open the order details page. +2. In the Timeline section, find the return requested. +3. Click on the Receive Return button. +4. Check or uncheck the items that have been received. +5. Click the Complete button. + +### Cancel a Claim’s Return + +:::caution + +Canceling a return can’t be undone. + +::: + +To cancel a return of a claim: + +1. Open the order details page. +2. In the Timeline section, find the return requested and click on the icon. +3. Click on “Cancel return” in the dropdown. + +--- + +## Manage a Claim’s Fulfillments + +:::caution + +This section only applies if the Claim’s type is Replace. + +::: + +### Create a Fulfillment for a Claim + +You can create fulfillment for items in the claim that you are sending to the customer as a replacement. You can create more than one fulfillment, with each having at least one item. + +To create a fulfillment for a claim: + +1. Open the order details page. +2. In the Timeline section, find the claim and click on the icon. +3. Click on Fulfill Claim in the dropdown. +4. In the window that opens: + - Choose the items you want to fulfill. You can change the quantity of the items you’re fulfilling using the and icons. + - Optionally add under Metadata any additional information that might be necessary for the fulfillment. + - If you don’t want the customer to receive an email that a fulfillment for the claim items has been created, uncheck the “Send notifications” checkbox. +5. Once you’re done, click on the Complete button. + +### Mark a Claim’s Fulfillment Shipped + +To mark a claim’s fulfillment as shipped: + +1. Open the order details page. +2. Scroll down to the Fulfillment section. +3. Find the fulfillment you want to mark as shipped. A claim’s fulfillment’s title should be prefixed with “Claim fulfillment”. +4. Click on the icon next to it. +5. Click on Mark Shipped in the dropdown. +6. In the new window that opens: + - Enter a tracking number for the shipment. + - If you have more than one tracking number, click on the “Add Additional Tracking Number” to add more numbers. + - If you don’t want the customer to receive an email that the fulfillment has been shipped, uncheck the “Send notifications” checkbox. +7. Once you’re done, click the Complete button. + +Shipment details can be seen in the Timeline section. + +### Cancel a Claim’s Fulfillment + +:::caution + +If you cancel a fulfillment, it can’t be reverted. Only a fulfillment that hasn’t been marked as shipped can be canceled. + +::: + +To cancel a claim’s fulfillment: + +1. Open the order details page. +2. Scroll down to the Fulfillment section. +3. Find the fulfillment you want to cancel. A claim’s fulfillment’s title should be prefixed with “Claim fulfillment”. +4. Click on the icon next to it. +5. Click on Cancel Fulfillment in the dropdown. +6. Confirm canceling the fulfillment by clicking the “Yes, confirm” button in the pop-up. + +--- + +## Cancel a Claim + +### For Refund Claims + +A claim of type Refund can be canceled by just [canceling the return of the claim](#cancel-a-claims-return). However, the refund can not be reverted. + +### For Replace Claims + +:::caution + +Canceling a claim can’t be undone. The [return of the claim must be canceled](#cancel-a-claims-return) before the claim itself is canceled. + +::: + +To cancel a claim of type Replace: + +1. Open the order details page. +2. In the Timeline section, find the claim and click on the icon. +3. Click on Cancel Claim in the dropdown. +4. Confirm canceling the fulfillment by clicking the “Yes, remove” button in the pop-up. \ No newline at end of file diff --git a/docs/content/user-guide/orders/index.md b/docs/content/user-guide/orders/index.md index c8ef233753..de27641e80 100644 --- a/docs/content/user-guide/orders/index.md +++ b/docs/content/user-guide/orders/index.md @@ -38,5 +38,6 @@ In the list, you can see order details such as ID, the ID of the order the draft - [Manage Order’s Fulfillment](./fulfillments.mdx) - [Manage Draft Orders](./drafts.mdx) - [Manage Order Returns](./returns.mdx) -- [Manage Order Claims](./claims.md) -- [Manage Order Exchanges and Swaps](./swaps.md) +- [Manage Order Claims](./claims.mdx) +- [Manage Order Exchanges](./swaps.md) +- [Export Orders](./export.mdx) \ No newline at end of file