Support & troubleshooting

Customer not being able to login

Problem:

Customer cannot log in to the return portal.

Possible causes:

• Incorrect email address entered
• Order not found in system

Solution:

1. Ask the customer to double-check their email address for typos.
2. Search for the customer's order in the admin panel to verify the correct email.
3. If the email is misspelled in the system, update it and ask the customer to try again.

Shipping and booking issues

We've compiled solutions to the most common issues regarding shipping and bookings. Browse through the topics below to find quick fixes. If your issue isn't covered here, don't hesitate to contact us we're here to help.

Booking not possible because the address could not be found

Problem:

In some cases, it is not possible to complete a booking because the system cannot find or validate the provided address.

Possible causes:

• The address may be misspelled, incomplete, or not available.

Solution:

1. Verify the address is entered correctly.
2. Customer service can verify the address with the shipping partner.
3. Customer service can confirm whether the shipping partner is able to deliver to the address and whether the address needs to be corrected in the system.

Exchange order not being sent

Problem:

In some cases, an exchange order is not created or sent successfully.

Possible causes:

• Product is out of stock
• Product is damaged or unavailable in warehouse
• Technical issue during order creation

Solution:

1. This is typically handled through your standard customer service procedures, similar to when regular orders can't be fulfilled due to stock issues.

Return booked on a product no longer available

Problem:

In some cases, a customer attempts to create a return for a product that no longer exists in Shopify. Currently, the return cannot be completed and no error message is shown.

Possible causes:

• The product has been removed or archived in Shopify, so the system cannot match it to an active product record.

Solution:

1. The system should trigger an automated email to Customer support when this occurs.
2. Customer support can handle the return manually.