Initialising a Return

Example initialisation flow

1. Create Returns Flow

In your customers dashboard, create a new flow, the name should be something along the lines of Returns Master.

Give the flow a unique External Account Key - ensure there are no spaces.

2. Get Order Number

Within the chat flow, capture the users order number, we recommend using a form component.

3. Send Initialise Message

Once we have the relevent order number, we can initialise the returns portal.

Add an Advanced Chat Activity with the following properties:

{
  "type": "initialise_return",
  "returnFlowId": "*****", // id of the flow created in step 1
  "externalAccountKey": "*****", // the external account key of the flowcreated in step 1
  "inputs": {
    "order_number": "*****" // the order number collected in Step 2
  }
}

The returns flow will be executed with any properties defined in the inputs object. But only order_number is required.

E.g.

{
  "type": "initialise_return",
  "returnFlowId": "*****",
  "externalAccountKey": "*****",
  "inputs": {
    "order_number": "*****", // required
    "step_type": "return_details", // (optional) initialise the returns portal on a specific step. Defaults to product_selection
    "custom_property": "some_value" // (optional) any additional properties to be passed to the returns flow
  }
}