Responso Return Forms

The return forms functionality allows you to quickly collect information from buyers necessary for processing returns or complaints, facilitating communication related to these procedures.

How Does It Work?

In Responso, you can create forms that are customizable for different sales channels, your branding, or the nature of your customer communication. After creating a form, you can embed the link on your store's website or send it to buyers in post-sale emails. This allows customers to easily submit a return or complaint online, providing all the necessary details. With BaseLinker integration, the system can find the correct order number, allowing the buyer to select the relevant products. Once the buyer submits the completed form, it is sent to your inbox in Responso, where you can manage it effectively.

BaseLinker Integration

Currently, the system allows for order information to be pulled from BaseLinker (we are working on additional integrations). If you haven't integrated your Responso account with BaseLinker yet, you can find the instructions here.

Creating a Return Form

1. In the Responso panel, go to Settings and from the menu, select Responso Returns. To add a new form, click Create. You can also click here to create a form.

2. Complete the following fields:

   • Integration Name: This is the internal name for your form. You can create multiple forms if, for example, you have several online stores. Choose a name that allows you to quickly identify the form.

   • Company Logo: Add your logo, which will be displayed on the form's page. The file can be up to 2 MB, with dimensions of 300 x 90 pixels. If no file is added, the Responso logo will be displayed on the return form page.

   • Store Website URL: Enter your store's website address.

   • Theme Color: Choose a color that matches your branding (this color will be used for elements like buttons in the form).

   • Welcome Message: The first message buyers will see when they click the form link (max. 100 characters).

   • Message After Submission: The message buyers will see after submitting the form (max. 100 characters).

   • BaseLinker: Select the BaseLinker account linked to the return form.

   • Sender: Choose the email account or mailbox to send and receive messages regarding the return. You can select from integrated inboxes in Responso or use the default inbox in the Responso domain. Learn more about IMAP integration here.

3. After filling out all fields, click Create. If any errors occur, correct them as prompted, and click Create again.

Form List

After selecting Returns from the menu, you'll see a list of the forms you've created. From this view, you can delete, update, or view the form. To get a link to send to a customer, click Copy Link next to the form.

Customer Experience

When the customer clicks the form link, they will be directed to the form page. On the first screen, they will see your store’s logo (if added), a welcome message, and a button to proceed to the form.

After clicking the Start button, the customer will need to provide their order number and the phone number or email address associated with the order. If they enter incorrect information, the system will not be able to find the order, and they won’t be able to proceed. After entering the correct details, they click Next.

On the next screen, the customer will see a list of products purchased in the order, the quantity, and the price. They can select the products they want to return and specify a reason for the return or complaint. Optionally, they can add comments and provide their bank account details for refunds. After completing the form, they click Next.

In the following step, the customer can upload files, such as photos of a product defect. After selecting files, they click Submit.

The final screen displays the message shown after submitting the return or complaint.

After the Form Submission

When the customer submits the return form, the submission will appear in Responso. You can manage it like any other message. The status is automatically set to open, and you can assign an agent or filter notifications (e.g., by ticket type - return). Tags, priorities, and internal notes will help you work more efficiently. If you continue to exchange messages with the customer regarding the return, all communications will be gathered in one thread.

Automating Actions with Forms

You can use return forms in automated actions to further simplify your workflow.

In Responso:

• Set up a notification for new returns, which will be sent to a specific email address.

• Create an automated reply to messages containing phrases like "return" and send a link to the return form in response.

• Set an automatic action triggered by ticket creation (form submission) to send a message to the customer confirming receipt of the request.

In BaseLinker:

• You can create post-sale message templates and embed the form by using dynamic links. To create a dynamic link, enter this in the message template: {Form link}/find?order={order number}&email={customer email}. This will allow you to inform customers after purchase about the return process. When the link is related to a specific order, the customer will immediately see the step to select the products for return.