Principle
From a customer request to a dated file
- The customer opens the form
From the footer, their account or their order detail. Without an account, they identify themselves with the order reference and their e-mail address.
- The module checks eligibility
Order status, time elapsed since delivery, excluded products or customers: an order out of scope is refused with the wording you wrote. A request already filed can be blocked to avoid duplicates.
- Full or partial
The customer withdraws from the whole order or only from some items, with quantities. They can attach files and, if you enabled it, their IBAN for the refund.
- Acknowledgement and deadline
An e-mail confirms the request; the statutory deadline is computed and displayed, evidence that the request was filed in time.
- Tracking in the back office
Dashboard, statuses, history, internal notes and CSV export. A panel in the order view recalls that a request exists.
One single entry for the customer — if FreshApp After-Sales is installed, withdrawals appear in « My requests », next to warranty and support requests.