203 lines
6.9 KiB
Plaintext
203 lines
6.9 KiB
Plaintext
---
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sidebar_position: 8
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---
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import {
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EllipsisHorizontal,
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} from "@medusajs/icons"
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export const metadata = {
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title: `Manage Order's Claims`,
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}
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# {metadata.title}
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In this document, you’ll learn what claims are, how to create them, and more.
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## Overview
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If a customer receives a faulty or incorrect items for an order, you can create a claim to either refund or replace the item(s).
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---
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## Create a Claim
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<Note type="warning">
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If the claim has a refund amount, the refund is issued to the customer right after the claim is created.
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</Note>
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<Note type="check">
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You must capture the order’s payment and create fulfillment in the order for the items included in the claim first.
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</Note>
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{/* TODO check steps for correctness */}
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1. Open the order details page.
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2. In the Timeline section, click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon at the top right.
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3. Choose "Register claim" from the dropdown.
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4. In the new form that opens, there are two steps:
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1. In the first step, choose the items to claim, then click the Continue button.2
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2. In the second step:
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1. For each item under the "Items to claim" section, enter the quantity, choose the return reason, and optionally enter a note that the customer can view.
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2. Under the "Shipping for claimed items" section:
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1. Choose the location to return the items to.
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2. Choose the shipping method used to return the items.
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3. Under the "Items to Replace" section:
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1. To add items, click on the "Add items" button, choose products from the drawer, then click the "Add products" button.
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2. To change the quantity sent of an item, change the value under its Quantity column.
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4. If you chose items to replace in the previous section, a "Shipping for replacement items section is shown".
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- Choose the shipping method used to send the item to the customer. Note that its price is considered `0` as the customer isn't expected to pay for it.
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5. If there's an amount to be refunded, change that amount by toggling the "Custom refund" button and entering the new refund amount in the field shown.
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6. To disable sending a notification to the customer about the created claim, toggle the "Send notifications" button.
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5. Once you’re done, click on the Save button.
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---
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## View Claim Details
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{/* TODO check steps for correctness */}
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To view an order’s claim details:
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1. Open the order details page.
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2. In the Timeline section, find the claim and click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon at its right.
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3. Click on More Details in the dropdown.
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---
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## Manage a Claim’s Returns
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{/* TODO check steps for correctness */}
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### Receive a Claim’s Return
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To mark a claim’s return as received:
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1. Open the order details page.
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2. In the Timeline section, find the return requested.
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3. Click on the Receive Return button.
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4. Check or uncheck the items that have been received.
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5. Click the Complete button.
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### Cancel a Claim’s Return
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{/* TODO check steps for correctness */}
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<Note type="warning">
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Canceling a return is irreversible.
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</Note>
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To cancel a return of a claim:
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1. Open the order details page.
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2. In the Timeline section, find the return requested and click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon.
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3. Click on “Cancel return” in the dropdown.
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---
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## Manage a Claim’s Fulfillments
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<Note type="warning">
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This section only applies if the claim has replacement items.
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</Note>
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### Create a Fulfillment for a Claim
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{/* TODO check steps for correctness */}
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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.
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To create a fulfillment for a claim:
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1. Open the order details page.
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2. In the Timeline section, find the claim and click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon.
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3. Click on Fulfill Claim in the dropdown.
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4. In the form that opens:
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- Choose the items you want to fulfill. You can change the quantity of the items you’re fulfilling using the plus and minus icons.
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- Optionally add under Metadata any additional information that might be necessary for the fulfillment.
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- If you don’t want the customer to receive a notification that a fulfillment for the claim items has been created, uncheck the “Send notifications” checkbox.
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5. Once you’re done, click on the Complete button.
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### Mark a Claim’s Fulfillment Shipped
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{/* TODO check steps for correctness */}
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To mark a claim’s fulfillment as shipped:
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1. Open the order details page.
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2. Scroll down to the Fulfillment section.
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3. Find the fulfillment you want to mark as shipped. A claim’s fulfillment’s title should be prefixed with “Claim fulfillment”.
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4. Click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon next to it.
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5. Click on Mark Shipped in the dropdown.
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6. In the new form that opens:
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- Enter a tracking number for the shipment.
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- If you have more than one tracking number, click on the “Add Additional Tracking Number” to add more numbers.
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- If you don’t want the customer to receive a notification that the fulfillment has been shipped, uncheck the “Send notifications” checkbox.
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7. Once you’re done, click the Complete button.
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Shipment details can be seen in the Timeline section.
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### Cancel a Claim’s Fulfillment
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<Note type="warning">
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Canceling a fulfillment is irreversible.
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</Note>
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<Note type="check">
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Only a fulfillment that hasn’t been marked as shipped can be canceled.
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</Note>
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{/* TODO check steps for correctness */}
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To cancel a claim’s fulfillment:
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1. Open the order details page.
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2. Scroll down to the Fulfillment section.
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3. Find the fulfillment you want to cancel. A claim’s fulfillment’s title should be prefixed with “Claim fulfillment”.
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4. Click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon next to it.
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5. Click on Cancel Fulfillment in the dropdown.
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6. Confirm canceling the fulfillment by clicking the “Yes, confirm” button in the pop-up.
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---
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## Cancel a Claim
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{/* TODO check info for correctness */}
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### For Refund Claims
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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.
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### For Replace Claims
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<Note type="warning">
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Canceling a claim is irreversible.
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</Note>
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<Note type="check">
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The [return of the claim must be canceled](#cancel-a-claims-return) before the claim itself is canceled.
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</Note>
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To cancel a claim of type Replace:
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1. Open the order details page.
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2. In the Timeline section, find the claim and click on the <InlineIcon Icon={EllipsisHorizontal} alt="three dots" /> icon.
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3. Click on Cancel Claim in the dropdown.
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4. Confirm canceling the fulfillment by clicking the “Yes, remove” button in the pop-up.
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