Initialising a Return

Prerequisites

Before initialising the returns portal, the delivery status card should be configured to show the user the status of their order.

If the order is eligable for a return, configure the delivery status card to display the "Return" button, which the user can click to request a return.

When a return is requested, the following chat event is sent to flow:

{
    "type": "chat_event",
    "payload": {
        "name": "returnRequested"
    }
}

If the return is overdue (user has missed the return window), please display the return overdue component.

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
  }
}

4. Handle Failed Initialisation

If for whatever reason an error occurs during initialisation, the flow should send an initialise_return_error message.

This is displayed as an error popop in the widget.

{
  "type": "initialise_return_error",
  "message": "We are sorry but your order could not be processed at this time!"
}