Table of Contents:
- Missing Shipment
- Complaint
- Regret
- Errand approved/Approved with deduction
- Automatic Statuses
To complete a customer errand in Reclaimit you will need to use a so-called Status. From the errand Overview, these can be found under Events -> Change status. The statuses can also be found directly in the Search result.
In the list below, you will find which Status goes with which Issue Type, and what the effect is:
Missing Shipment
| Errand approved | The customer needs to be refunded by you. |
| Case approved, the item will be discarded | This status is not for use, except with the Issue Type Regret. |
| Approved with deduction | The customer will receive a partial refund. |
| Errand approved, the new product | You send a new product to the customer, and no financial refund occurs. This status is also used when sending spare parts. |
| Errand rejected | The customer's errand is rejected. This is used when the article is not missing, for example, if you have provided a tracking number showing the article can be fetched at a pick-up location. |
| Not submitted/changed | The customer stopped replying, and you were unable to solve the errand. This cancels the errand. |
| Escalated | The errand is escalated to CDON. You are handing over the ownership of the errand to us. This is used if for example, you cannot agree with the customer, or if they have reported the wrong article and should be speaking to a different merchant. |
Complaint
| Errand approved | The customer is refunded the full price for the article in question. |
| Case approved, the item will be discarded | This status is not for use, except with the Issue Type Regret. |
| Approved with deduction | The customer will receive a partial refund. |
| Errand approved, new product | You send a new product to the customer, and no financial refund occurs. This status is also used when sending spare parts. |
| Errand rejected | The customer's errand is rejected. This status is used if the complaint is invalid, such as when the customer actively caused the damages or if the customer's claim is incorrect. |
| Not submitted/changed |
The customer stopped replying, and you were unable to solve the errand. This cancels the errand. |
| Managed by transport company |
Use this status after you have provided the customer with a return label. The errand will automatically reopen after 19 days if it has not been solved. You thereafter have 3 days to close the errand with one of the statuses above. |
| Escalated |
The errand is escalated to CDON. You are handing over the ownership of the errand to us. This is used if for example, you cannot agree with the customer, or if they have reported the wrong article and should be speaking to a different merchant. |
Regret
| Errand approved | The customer is refunded the full price for the article in question. |
| Case approved, the item will be discarded | The customer is refunded the full price for the article in question, but they are not debited for the return slip. This status is used if you approve a Regret without asking for the article returned. |
| Approved with deduction | The customer will receive a partial refund. |
| Errand approved, new product | This status is not for use with Regrets, since a customer regretting their purchase should never have a new article shipped to them. |
| Errand rejected | The customer's errand is rejected. This status is used if the regret is invalid, such as when the customer actively caused damages or if the customer's claim is invalid. |
| Not submitted/changed | The customer stopped replying, and you were unable to solve the errand. This cancels the errand. |
| Managed by transport company | Use this status after you have provided the customer with a return address. The errand will automatically reopen after 19 days if it has not been solved. You thereafter have 3 days to close the errand with one of the statuses above. |
| Escalated | The errand is escalated to CDON. You are handing over the ownership of the errand to us. This is used if for example, you cannot agree with the customer, or if they have reported the wrong article and should be speaking to a different merchant. |
Errand approved/Approved with deduction
Once you have come to a conclusion together with the customer that you should do a full or partial refund, you proceed to CDON Connect or in the integrated systems that you might have to register this. It is not possible to refund in Reclaimit as of now.
To do a full refund in CDON Connect, you need to find the order under "Orders" on the left hand side, choose the product that you would like to refund, and then either choose "mark as returned" or "write down rows".
Automatic statuses
Reclaimit contains other statuses, but these are set automatically depending on who's turn it is to answer. To close a case you need to use one of the statuses above depending on the decided
| This case needs to be updated | This status will be activated automatically when you send a reply to a customer without closing the case. For example, when you need more information from the customer before being able to make a decision and close the case. |
| Being processed | This status will be activated automatically when the customer responds to you and it is your turn to reply or make a decision and close the case. |