Frequently Used Self Service Flows - Order Topics

These are some of the most commonly used self-service options under Order topics to make it easier for customers to find answers on their own related to their specific orders

To add or customize a self-service flow, log in to your Richpanel account and follow these steps: Go to Self Service > Knowledge Base > Order Topics > Add a Topic.

Flow 1: Where’s my order (Tracking URL known)

This flow enables customers to track their orders instantly by providing a tracking URL, allowing them to access real-time shipment updates without agent assistance.

Flow 2: Where’s my order (Tracking URL unknown)

This setup helps customers inquire about their order status when the tracking number is unknown. The flow provides clear instructions, allowing users to stay updated on their orders by adding specific conditions like "tracking number unknown" or "order status pending/canceled,".

Flow 3: Change shipping address (Tracking url known)

This flow guides customers through the process of updating their shipping address when the order has already entered the shipping phase. As shown in the image, it uses dynamic tokens (e.g., tracking company, tracking number, tracking URL) to provide personalized information. The condition "Tracking Number Known" ensures the flow is triggered appropriately, offering clear instructions to contact the relevant shipping company for further assistance.

Flow 4: Change shipping address (Tracking URL unknown)

This flow provides instructions to request an address change by filling out a form when the tracking URL is unavailable, ensuring the necessary details are collected before processing the request.

Flow 5: Edit Order (Tracking URL unknown)

This flow enables customers to request modifications to their orders when the tracking URL is unavailable. Conditions like "Order status is not canceled" are applied, and such cases are marked as high priority to ensure prompt attention.

Flow 6: Warranty Claim

This flow allows customers to easily submit warranty claims by configuring a link where they can add their details, ensuring a smooth and efficient process for addressing product issues.

Flow 7 : Return (Within refund policy)

This flow facilitates hassle-free returns or exchanges by allowing customers to initiate a return within the refund policy period. Conditions such as "Order created date is less than 99 days" are applied to ensure eligibility. A link is configured to collect reasons for the return or other necessary details.

Flow 8 : Return (Outside refund policy)

This flow informs customers about return ineligibility for orders placed outside the refund policy period (e.g., more than 99 days from the order creation date).

Flow 9 : Refund Status

This flow provides customers with clear information about their refund process. It is configured to display the refund status option only when the condition "Order is canceled" is met. Additionally, cases can be marked as high priority if needed to ensure timely resolution.

Flow 10 : Promo code

This flow allows users to submit their promo code information via a configured form. Customers can send their promo code details, and the support team will assist them with applying the code or resolving any related issues.

Conclusion

Richpanel’s self-service flows streamline customer support, empowering customers to resolve queries independently. These flows enhance efficiency and improve the overall support experience.

On this page

• Frequently Used Self Service Flows - Order Topics
• Flow 1: Where’s my order (Tracking URL known)
• Flow 2: Where’s my order (Tracking URL unknown)
• Flow 3: Change shipping address (Tracking url known)
• Flow 4: Change shipping address (Tracking URL unknown)
• Flow 5: Edit Order (Tracking URL unknown)
• Flow 6: Warranty Claim
• Flow 7 : Return (Within refund policy)
• Flow 8 : Return (Outside refund policy)
• Flow 9 : Refund Status
• Flow 10 : Promo code
• Conclusion