Introduction

Make it easier for your customers to find information and FAQs about orders and returns.

Create an 'Orders and Returns' section in your Richpanel self-service portal to guide customers through delivery times, returns, exchanges, and international shipping.

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 'Orders & Returns' 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 'Orders and Returns' category. Each subtopic should have a clear title, a thorough description, and, optionally, a custom link that directs to more detailed information on your website or knowledge base.

1. Shipping Worldwide: Countries and Charges
• Title: 'Shipping Worldwide: Countries and Charges'.
• Description: Provide details about where you ship, any additional fees, and rules for international orders.
• Link: Add a custom link titled 'International Shipping' directing customers to a page with detailed shipping information.

2. What Are the Return Policies?
• Title: 'What are the return policies?'
• Description: Offer a clear explanation of your return and exchange process.
• Link: Insert a link titled 'Return Policies' that directs customers to your return policy page.

3. When Will My Order Arrive?
• Title: 'When Will My Order Arrive?'
• Description: Explain how customers can find out delivery times for their orders.
• Link: Provide a link titled 'Order Delivery Timelines' where customers can learn about expected delivery schedules.

Step 3: Set Visibility and Actions for Each Subtopic

For all subtopics:

• Set the default action, such as 'Chat with us', for customers who need more help.
• Make sure each subtopic is set to be visible to customers.

Conclusion

With your 'Orders & Returns' section now structured into easy-to-understand subtopics, customers can find the answers they need quickly, reducing the number of direct inquiries to your customer service 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
• Step 3: Set Visibility and Actions for Each Subtopic
• Conclusion