Introduction

Help your customers quickly resolve common checkout issues by creating targeted self-service topics. Cover everything from discount code troubles to login difficulties right within Richpanel.

Prerequisites

Steps to Set Up the Flow

Step 1: Set Up the Main 'Orders and Returns' Topic

Log into Richpanel. Go to the 'Self-Service' tab and click 'General Topics'. Click 'Add new topic' and enter 'Issues while placing an order' as the title.

Step 2: Add Subtopics for Detailed Information

To give your customers the help they need without reaching out to support, create subtopics in the 'Issues while placing an order' category. Each subtopic should have a clear title, a thorough description, and, optionally, a form to collect necessary information from the customer.

1. Discount Code Problems
• Title: 'I am unable to use my discount coupon'.
• Description: Explain common reasons a code might not work, such as eligibility requirements, and instruct them to start a chat if they need further help.
• Link: Configure a form field where they can enter the problematic discount code for quick assistance.

2. Incorrect Order Details
• Title: 'I entered the wrong email address in the order’
• Description: Tell customers how they can change incorrect information and remind them to provide both the wrong and right details in a chat.

3. Login Issues
• Title: 'I'm unable to login’
• Description: Provide steps for password recovery and offer chat support for unresolved issues.

Conclusion

With these subtopics active, your customers can navigate through common checkout issues without delay, making their shopping experience smoother and reducing the workload on your support team.

On this page

• Introduction
• Prerequisites
• Steps to Set Up the Flow
• Step 1: Set Up the Main 'Orders and Returns' Topic
• Step 2: Add Subtopics for Detailed Information
• Conclusion