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Topic
Jonathan Member
Posts:
82
Last edited 6 months ago
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2
upvotes

Support Tickets Plus || Returns & Exchanges

Support Tickets Plus is the successor to Shopify RMA. I invite everyone from Shopify RMA to head over to https://apps.shopify.com/support-tickets-plus for more details.

Shopify RMA Lifetime Licenses were sold as non-transferrable however for a limited time I will allow Lifetime License transfers from Shopify RMA to Support Tickets Plus. This offer is valid May 25th to June 10th. Your license will be valid for Shopify RMA until your last RMA Records are finalized. At that time your License will be invalid for Shopify RMA. You will be using Support Tickets Plus from then on.

Please contact me at j.garber1725@gmail.com to transfer your license.

 

*** Please note the images attached to this post are out of date. The Shopify Forums for some reason have no option to edit attached images or even remove them... What is up with that?? ***

Screen_shot_2013-10-31_at_6.35.16_am_thumb Screen_shot_2013-10-31_at_6.33.35_am_thumb Screen_shot_2013-10-31_at_6.53.33_am_thumb Screen_shot_2013-10-31_at_7.06.50_am_thumb
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Replies
Posts:
6
November 03, 2013

Hi Jonathan! Thank you for your work on this! I have one question for you. Will there be any return shipping label integration? I would love for my customers to have the ability to initiate their own returns and print a return shipping label all at once.

Jonathan Member
Posts:
82
November 04, 2013

The app will support adding files such as shipping labels to the RMA itself right out of box.

Adding additional support for things like integrated shipping label generation is not hard to do just time consuming and I will have to familiarize myself with the individual API's such as UPS, Fedex, USPS etc.

I do have plans and a general layout set aside for giving admins direct label generation via the API's for those carriers. However right out of the box RMA will not have that feature. The admins for the time being would be to just attach the shipping label as a downloadable file to the RMA itself. They will also be able to attach the shipping label to emails as well.

The overall end point is to have TWO options

1. The store owner enables the RMA Request system. All RMA's are initiated as a Request from the user and approved/denied via the admin

or

2. The user generates the RMA and a return shipping label themselves.

 

So admins can choose one or the other. Me personally I would rather approve/deny RMA requests than give the customer a  method to create a full RMA & return shipping label themselves.

Jonathan Member
Posts:
82
November 04, 2013

Nice updates to the Request an RMA form. The user now has a nice interface for designating each item as return or exchange and it will show them their predicted refund as well.

You can see a screenshot of this form on the web album

https://plus.google.com/photos/110178266525580080256/albums/5940867365277614129?authkey=CIbf7OrH2ZH8Fg

Jonathan Member
Posts:
82
Last edited November 04, 2013

Excellent news..

It looks like I have a method for letting full and multiple partial refunds be done on RMAs.  You will be able to use the normal shopify refund methods to issue refunds and the RMA record will stay in sync.

 

So if you issue a partial refund or full refund the RMA record will be updated to show the refund. This gives your customers a nice way to refer back to their RMA records if needed and see the refund as well as RMA status messages, comments and files etc.

Jonathan Member
Posts:
82
November 06, 2013
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upvotes

Nearly done with 2.0

I have to finish up the refund management & code in the email alerts.

So far the entire system is integrated with your shop. You must have user accounts enabled though for full integration. Shops who disable user accounts will be forced to admin the RMA records from the backend of shopify rma itself. The rest of the system is still integrated though

I am nearing the time where I will push this version to my server and have beta testers use it.

Jonathan Member
Posts:
82
November 06, 2013

Anyone who wants to play with the RMA system from a customers point of view is more than welcome to go to my dummy store and place some fake orders

 

http://lindgren-beahan-and-torp2415.myshopify.com/


Store Password is phowbu

Place A Fake Order

Add the items you wish to purchase to your cart.
Go to check out and enter the following payment information


Credit Card Number: 1
Expiration: Jan 2016
CVV Code: 123

I can use some fake orders to play with so feel free to place as many as you want.

Jonathan Member
Posts:
82
November 06, 2013

I need Input from store owners and admins

Due to the limitations of shopify, proxy apps & their API there is a little hitch with RMAs for people without an account.

In order to make the system work without requiring stores to have accounts enabled. The RMA records for each user are viewable by anyone with their unique rma url. Enter that url and you are taken right to the customers rma record.

Now only the customer and admins would know this URL so it is fairly secure. However there is still that chance that someone gets their hands on the customers RMA URL and then they have access to all the files on that customers RMA, they can post comments request a cancellation etc.

What is everyones take on this. Are unique urls really secure enough or should the RMA's be locked down to user accounts only. Which means if a store has accounts disabled they will not be able to use Shopify RMA

Everyone please post your thoughts on this.

Jonathan Member
Posts:
82
November 07, 2013

Solution

Ok so here is the security solution. Shops MUST have accounts enabled to use RMA 2.0

When a user places an order but chose NOT to create an account they will be forced to create one when requesting an RMA for their order. This is to ensure 100% security of their RMA record and information. The process is dead simple.

The customer visits your site and looks for exchange or rma information and they are taken to the RMA App where it asks them to login OR create their account and they follow the normal process from there. Login to their new account, goto your return/exchange page and request an RMA for their order.

 

So problem solved & its secure. The downside is that now in order to use RMA 2.0 your shop MUST enable user accounts. Which I don't truly see why any shop would not have user accounts enabled anyways. It just makes sense to have them so users have order history to refer to.

Jonathan Member
Posts:
82
November 07, 2013

Ive got the refund system worked out good.

When you issue a refund on an RMA the RMA record will update to reflect the refund amount and time/date it was done.

You will also be able to issue multiple partial refunds as well. Each refund issued will be tracked and show on the RMA history section.

Jonathan Member
Posts:
82
November 11, 2013

RMA 2.0 is nearing beta. I am in the process of working on styling the look and feel and testing it on a lot of different themes to try and make it as easy as possible to blend into your shops theme.

I also need to write the email system in. 

So once those two items are done I will open beta access to the new RMA 2.0 system and I hope to see everyone from 1.0 using it. This new system is absolutely 100% better than the first one. The integration makes this the end all App for RMA/Exchanges on Shopify Stores.

Jonathan Member
Posts:
82
November 12, 2013

Everyone may have noticed that ShopifyRMA.com was giving a bad-gateway error.

I had left the server off during some upgrades and updates to the application.

 

ShopifyRMA.com is back online for everyone to view.

Please note that until Beta is open you will only be able to see the first page. You cannot install or use it until Beta is open.

Posts:
6
November 12, 2013

Hi Jonathan,

Appreciate your efforts here.

Does this RMA software handle the following:

1) A customer can exchange the same item for a different size?

2) A customer can exchange one product for a different product (of the same or lesser price)?

Jonathan Member
Posts:
82
November 12, 2013

See the screenshot below. This screenshot is old but the basic form is still the same. The customer selects what items are returning and what items are exchanging. Then they fill out their reason in the box below. This is where they would be explaining why they are returning and exchanging things etc.

You can then discuss everything with them by posting comments right to their RMA. So from there you would figure out which items replace the exchanging item etc. Plus everything is recorded for future reference as well.

Now the RMA system is flexible enough that I can program in the ability for a customer to specify another product they want in exchange or another variant of the same product. Such as different sizes etc. However that is not going to be available from launch. The core system in place needs to be worked out first and tested before adding more features.

 

Posts:
4
Last edited November 13, 2013

I think only available to user accounts. I can easily make a note for my potential customers the benefits of creating an account with us, easy return & exchange process.

 

Thanks

--------

opps just saw the resolution post about this

Jonathan Member
Posts:
82
November 13, 2013

Honestly user accounts enabled is the best option for any online shop. It provides users with order history, address/shipping management and in this case RMA management.

I cannot see why someone wouldn't want to have user accounts.

Posts:
4
November 14, 2013

I only want the staff to initiate RMAs for now, do I still have to do all the updates on the code? and, why I can't see the RMA tab from the store admin right now?

 

Thanks.

Maite

Jonathan Member
Posts:
82
Last edited November 14, 2013

RMA Staff accounts are simply normal customer accounts tagged as "RMA-Admin"

This is because Shopify doesn't actually give us a way to see if the logged in user is a Staff member or customer. So we are forced to use customer accounts with tags to determine what that account has access to.

So to keep everything integrated your Staff members that you want to give management access to for RMA records will have a normal customer account and you tag them as an admin.

This does provide one bonus feature. Say you have a member you want to let manage RMA Records but you don't want them to be able to issue refunds or have access to all the other admin sections. Then you create them a normal customer account tagged as RMA-Admin because they cannot access the actual shop admin panel they will not be able to issue refunds.

Anyone logged in to a normal account that is tagged with RMA-Admin will have access to the integrated RMA Admin Controls

Simply go to /apps/rma/admin on your site and you will see those controls.

 

Now as for keeping customers from requesting an RMA Record you can do that by simply not modifying the accounts.liquid If your customer has no idea how to access the request form then they can't request one.

Your staff/rma admins would have to create them an RMA Record on site. I will need to add this feature to the RMA Admin Controls. They would login, choose an order and create an RMA. They would then give the customer the link to their RMA which that customer can only access if they login to their account.

 

As for your question of where the RMA tab is now on the admin panel. It is gone because those are tabs to off site applications. RMA is integrated so you simply access your RMA controls directly on your site using the Admin url ( /apps/rma/admin )

Jonathan Member
Posts:
82
Last edited November 14, 2013

Since not all shop owners will want to go into the hassle of using customer accounts tagged for RMA Admin.

I will be adding the following back into RMA 2.0

Anyone with a Staff account will be able to goto ShopifyRMA.com and login to their store for managing RMA Records. They will be able to do everything they could do integrated but without the hassle of creating a normal customer account and tagging it a RMA-Admin.

The customer will still have a totally integrated control panel for their RMA's.

I feel this is the best way to keep RMA 2.0 as easy to use as possible.

 

Most of the backend at ShopifyRMA.com is done already. Staff accounts can login and see existing RMA Records and make some changes to them. I just need to add in the section for creating RMA records and its done.

Jonathan Member
Posts:
82
November 14, 2013

Guys I am thinking perhaps it would be best to just eliminate the integrated admin control panel altogether.

This would mean you don't have to mess with the RMA-Admin tagging on customer level accounts. All of your staff members would manage rma directly from the ShopifyRMA.com site like in 1.0

They simply click a tab in Shopify Admin that says something like "Manage RMA" and it takes them directly to the backend controls for your stores RMA's

I am starting to think this is a better method for the Admin side of things. 

Your customers would still have a fully integrated RMA Management. They never leave your site to manage their RMA

Does this sound like a better approach to you guys?

Jonathan Member
Posts:
82
November 15, 2013

Ok after some thought & testing I have modified the RMA 2.0 system.

The integrated admin panel is removed. So the hassle and potential confusion of tagging accounts is eliminated.

You can go right to the RMA Administration from your order screen in Shopify.

You simply login to your store, go to the order you want to create or edit an RMA for & choose from the top menu "Returns & Exchanges" it will take you right to an easy to use interface for editing and changing the RMA or Creating one if one doesn't exist.

This makes installing Shopify RMA 2.0 way easier & still provides your customers with a integrated system so they never leave your store to view or manage their RMA's

Jonathan Member
Posts:
82
Last edited November 20, 2013

Inviting more people to beta. I have some people in place and using the 2.0 system with no complaints yet but I want more people in place.

 

Signup now Click Here

Jonathan Member
Posts:
82
November 23, 2013

I have started work on the last step of the main system. The email notifications.

I have in place everything the app should need to prevent messages from hitting your customers spam box.

I finished the first notification section tonight. When an admin approves or rejects an RMA a notification goes to the customer automatically.

All notifications are sent out in HTML and Plaintext format so that we are compatible with as many email clients as possible.

Posts:
6
November 25, 2013

Is there a way to turn the notifications off? I want to keep control of the email format that go out to the customers and was thinking on using my customer care app for that.

Also, do they get notified every time we add comments and when RMA changes status? anything else?

Thanks!

Maite

Jonathan Member
Posts:
82
November 25, 2013

I can easily set it to allow shop owners to turn on/off individual notifications.

Right now the email is sent for only 1 event

If a RMA is approved or rejected an email is sent with details to the customer.

 

However the full event list will be

Approve/Reject RMA
RMA Canceled
Comment Posted
Admin uploads file

So when I am done coding those in each shop owner can turn on/off those alerts. So if they choose to email them via another method then that is easily done.

Posts:
4
November 26, 2013

That sounds great! 

When do you think the on/off will be available?

Also .. how is the testing going, do you have a time frame to go live?

 

Thanks!

Maite.

Jonathan Member
Posts:
82
November 28, 2013

Maite,

I will try to code in the settings for email events Monday.

The email events are the last piece to be written and once they are done I need to get graphics and videos in place for the Shopify App Store. Then I will be releasing a live version.

I hope to have that done in a week or so but the Holidays are tying me up.

The App works extremely well so far. No bugs reported just a few interface tweaks and adjustments are needed and that is all. We even have the email issue between google resolved.

Jonathan Member
Posts:
82
November 29, 2013

Maite,

I added a checkbox option so you can easily choose to send the default alert when approving or rejecting an RMA. So admins are free to email people themselves or have RMA system send a simple canned message out.

I am going to add checkboxes like this for all email events

Comment Posted - You can check the box to send an alert to the customer basically saying a new comment was posted and the comment itself.
File Uploaded - Sends an e-mail alert to the customer and the alert contains the file OR not depending if you choose to add it to the alert.
RMA Canceled - Sends a basic alert stating the RMA was cancelled and the reason it was canceled. Canceled RMAs are still accessible so the customer can open it and even post comments to it etc.

Posts:
6
December 02, 2013

That's great! Will try it out.

Maite.

Jonathan Member
Posts:
82
December 04, 2013

I should be doing some more work on RMA 2.0 here about Monday. The Holiday's have been a bit busy right now.

As it sits RMA 2.0 has been operating without any major errors or bugs since launch. There have been a few feature requests and tweaks made but that is it.

I am working on making this thread a Sticky in these forums so we can try and get some more beta testers in place. I hope by about Tuesday this week I can launch RMA 2.0 into the Shopify Beta Market.

All current users please feel free to post any feedback in the forums here. I am open to everything.

Posts:
4
December 05, 2013

Jonathan, everything has been working ok with the app, but we would like to tweak it a little bit. Can you please email me at maite@yesimo.com so I can explain. 

Thanks you! 

Maite.

Jonathan Member
Posts:
82
December 05, 2013

Maite,

I am open to all suggestions. If there is something that can be tweaked within reason then I would be happy to do it. You can post your suggestions here.

If for some reason you don't wish to post them here feel free to e-mail them to me at j.garber1725@gmail.com

Jonathan Member
Posts:
82
Last edited December 06, 2013

So as a user requested I started the foundation work for translations. There is a basic spanish translation now in the system for any shops who set their language to spanish.

I also started setting ID and Classes to elements for integrated pages to give full control to the shop owner for styling and layout of the integrated pages.

<div id="rma-container" class="rma-container"> -- The main div wrapper around all the rma information

<div id="rma-billing-address" class="rma-billing-address"> -- wraps billing address

<div id="rma-shipping-address" class="rma-shipping-address"> -- wraps shipping address

<div id="rma-reason" class="rma-reason"> -- wraps the RMA Reason text

<div id="rma-items" class="rma-items"> -- wraps rma items table

<div id="rma-files" class="rma-files"> -- wraps rma files table

<div id="rma-comments" class="rma-comments"> -- wraps rma comments table

<div id="rma-history" class="rma-history"> -- wraps the rma history table

Posts:
6
December 06, 2013

unsubscribe

Jonathan Member
Posts:
82
December 06, 2013

unsubscribe? I assume you are attempting to unsubscribe from this thread. If that is the case you will need to open the thread in your browser and manage your subscriptions from there.

Jonathan Member
Posts:
82
December 06, 2013

Here some simple css for taking advantage of the new element classes and id's

 

/**
 *RMA
**/
#rma-container{
 width: 800px;
 height: 100%;
}

.rma-billing-address{
 float: left;
 width: 300px;
 padding-left: 100px;
}

.rma-shipping-address{
 float: left;
 width: 300px;
 padding-left: 100px;
}

.rma-reason{
  clear: both;
  padding-top: 10px;
  width: 400px;
}

.rma-items{
  width: 800px;
}

.rma-items td{
  text-align: left;  
}

 

Just a quick bit of css I was using in my dummy store to adjust the layout and make it blend better. With the above example you can see how easy it is to adjust your look and feel in your own theme.

nick Member
Posts:
1
December 10, 2013

I was unable to install this app on my theme. Received Error 500. Any ideas? Am using Vantage

 

 

Jonathan Member
Posts:
82
December 10, 2013

Nick,

I am in the middle of doing some updates to the beta right now. So you might have simply caught an error while I was doing some work.

I have done a lot of work on the overall system tonight. Language support, database optimizations & a lot of code cleanup and re-organizing.

I am finishing things up right now. I plan to post here when I am done with the work from tonight.

Jonathan Member
Posts:
82
December 10, 2013

Ok so it looks like all the new changes are in place and bug free now. I wanted to get the updates in place for language support and the database optimizations as well as a few other tweaks.

I added a settings page which is simply for choosing a language until more options are needed. The only choices right now are English & Spanish. There are still some pages that need translations added to them but the core system is in place and working.

I added page alerts to the customers RMA section. Now when a customer requests an RMA, posts a comment or requests a cancel. They will be shown proper notification on the page that the request was received/comment was posted

I add a few more div classes/ids to some of the integrated pages to make styling even easier.

class="rma-download-button" -- This class wraps the buttons shown for each file attached to the RMA. So you can easily style those.
<div id="rma-alerts" class="rma-alerts"> -- This wraps the new alerts in place on the customers RMA screen.

 

A lot of code re-organized and cleaned.

Please report any bugs to j.garber1725@gmail.com or post them here.

Posts:
132
December 11, 2013

Awesome app, Jonathan! Too expensive for us and wish we could utilize it but it looks like you are doing a great job updating and maintaining!

"There's heroes and there's legends. Heroes get remembered, but legends never die." -Babe Ruth
Jonathan Member
Posts:
82
Last edited December 11, 2013

Well beta testers are on a special package at 70.00 a month with first 30 days free.

I am comfortable enough with the current state of the app to let beta testers start using it with live customers once they start billing. So they are not paying money for beta testing.

The app simply needs a few more language translations and the email events added in. These are features that can easily be added in down the road without worry of breaking something. The core app and system are in place and so far bug free.

So I consider the current version online to be a launch candidate

Jonathan Member
Posts:
82
December 12, 2013

Fixed bug pointed out by one of the testers tonight.

The "Returns & Exchanges" link in the order admin screen is supposed to take you to 1 of 3 points.

  1. RMA Creation page in the case an RMA doesn't exist for that order.
  2. RMA Edit/Manage page if an RMA already exists
  3. Session Expired – Login required.

The bug was preventing endpoint 3 from being reached. I have now fixed this bug and you will find that if click "Returns & Exchanges" and your session is expired on ShopifyRMA.com it will now take you to the login screen. Once logged in it sends you directly to the RMA you chose.

 

Big thanks to P.J. for pointing that one out. I simply missed it in my tests.

Jonathan Member
Posts:
82
12 months ago

Almost done with e-mail alerts.

The following events are in place and working (No language translations yet.. they are coming though)

RMA Requested
Comment Posted by customer
Admin posted comment ( Can choose to send customer notice or not during posting )
Customer request RMA Cancellation
 

I will be working on the file upload alerts shortly. The goal is to allow you to simply email a copy of any file you attach to the RMA directly to the customer or just e-mail them a simple canned message letting them know you added a new file etc

Jonathan Member
Posts:
82
12 months ago

File attachments e-mail system is done.
When you choose a file to upload you can choose to send a simple alert to the customer
or
you can choose to send the alert WITH a copy of the file attached

Its working great so far.

It looks like the next thing to complete is language/translations. There is a good bit of work to be done on translations & making translations is quite time consuming.

I am working on them though.

 

Jonathan Member
Posts:
82
11 months ago

Hey guys..

I actually am doing some maintenance work right now on RMA so if you see it down for the next 20 mins don't fret

Posts:
2
Last edited 11 months ago

  

Jonathan Member
Posts:
82
Last edited 11 months ago

Ryon Lane,

I am not sure why you removed your post content but since anyone subscribed to this thread receives it in an e-mail I am posting it here. You asked some valid questions that I want to address.

 

"Jonathan, this app sounds like it will fix basic functionality problems in Shopify but I am extremely surprised that it will cost $70/mo?!?!?  On top of the $179?  This should be free or less than $10.  Can you please update us on the price?  If we do the free trial are we going to get dinged with a charge without warning after 7 days?"

 

There is a few things you don't seem to be aware of so let me clarify.

1. I am not employed by Shopify. ShopifyRMA was written solely by me on my own time. Since Shopify RMA addresses a large shortcoming in Shopify I feel the price is justified for my time and effort. I have to pay server costs to maintain the app and my time to develop and improve the app as well as provide support.

2. Free Trials with 7 days time provides enough time to create a few RMA Records and familiarize yourself with the system before deciding to keep it or not. As with all shopify apps that are billed monthly once you hit the end of the free trial you will be billed. You can cancel a recurring app by simply uninstalling the app.

I hope that explains and addresses your issues properly.

Again I wanted to go ahead and post things up here because other people may have the same questions.

Craig Member
Posts:
6
11 months ago

Hi, this sounds like a great app and a solution for what's been lacking on Shopify.  Maybe I missed it but where can one download the app?  I don't see it in the App store.

Jonathan Member
Posts:
82
11 months ago
g
1
upvotes

Hey Craig

You can install Shopify RMA directly from http://shopifyrma.com

I have not published the application in the Shopify Application Market yet. I am still working on a presentation video for it.

 

Once the presentation video is completed Shopify RMA will be listed for install from the market.

 

Posts:
2
11 months ago

Hey Jonathan, pumped to get this application, going to be incredible for the productivity of our customer service team!

Have you checked out the USP Returns on the Web offering? Do you think there is a smooth way for you to enable ShopifyRMA to link up with this service with minimal effort on our end? It is a great offering from UPS and I'm trying to figure out a way for us to use it until ShopifyRMA is fully up and running.

http://www.ups.com/content/us/en/shipping/time/service/value_added/returns_on_the_web.html

If you are going to have automated shipping label creation for all the big shipping services then please disregard (sorry if I missed a comment above on this subject).

Thanks man, keep fightin the good fight!

Dave

Jonathan Member
Posts:
82
11 months ago

Dave,

Shopify RMA v2.0 is in planning stages currently.

Shopify RMA v2.0 will include shipping label generation from UPS, USPS and Fedex. As long as their API's allow generation.

My plan is to allow Shop Staff to create a RMA record and generate the label to be attached to the record for the customer to use for returning their products. As it sits right now you can generate the label manually and attach it to their RMA record until this new feature is in place.

I just need more users in place providing support so I can devote more time to development.

Shopify RMA is going to be in the Shopify Market shortly. I encourage everyone to sign up today and begin using the application with your customers. With your support the new features from version 2.0 will be implemented throughout the year.

We can easily make Shopify RMA the best application for Shopify on the market. So lets make it happen!!

Jonathan Member
Posts:
82
9 months ago

I usually just update the main thread instead of replying. So I figured I would post an actual reply this time and catch anyone subscribed to this thread.

Shopify RMA is doing great & there are lots of happy shop owners managing their returns with Shopify RMA.
So if you need a system for managing returns and exchanges please don't hesitate to try Shopify RMA today.

Shopify RMA went through a very large growth stage over the past two months & I wanted to sincerely thank everyone for their time, patience and feedback. 
Some of you guys have been on board since day 1 and I am very thankful for all your help.

Your continued support is what allows me to dedicate time and resources to operating, supporting and improving Shopify RMA.

So again -- Thank you everyone

Posts:
2
9 months ago

Awesome, thanks a lot Jonathan. App works great so far in our tests. Looking forward to 2.0 as well!

Dani Member
Posts:
135
8 months ago

Hi everyone, hoping someone may have some info on the Shopify RMA app, I have emailed the developer but received no response, may be a bad sign but I thought I may just ask the same questions here and hopefully get a response.
One thing I am a little unsure of is are we able to set up only certain products to be returned and/or exchanged. We are a clothing retailer and do not allow certain items to be returned or exchanged such as bras and undies due to hygiene reasons. But saying that if by the rare chance a wrong size or faulty item was sent we would then of course allow for a return or exchange.
So basically we do no refunds unless there is a stock error and an item cannot be fulfilled but instead offer store credits for returns.
Does this then allow for different rules, such as if we are at fault the customer knows we will pay for any shipping costs incurred and if they simply want to return an item they are responsible for shipping.

Jonathan Member
Posts:
82
Last edited 8 months ago

Sometimes it takes longer than the 20 minutes between your e-mail to me and you posting here for a response to your questions.

Since you asked here I will respond here.

Shopify RMA does not support "per product rules" for returns. So it does not do what you are asking. If a customer submits a request for an RMA on an item that is not allowed. You can simply reject the request.

Dani Member
Posts:
135
8 months ago

Jonathan no need for being so rude. I emailed over a week ago actually. Not just 20 minutes. 20th of April and asked the same question. Did not get a response and now I do here with you acting like I am impatient. I think a week to respond is more then enough time. It was only after commenting on here I get a smartass response.

It was a simple few questions whether the app was suitable or not, and obviously not, and with customer service response time like that, glad I did not go ahead with bothering with an app that isn't capable of truly handling exchange and refunds.

Jonathan Member
Posts:
82
Last edited 8 months ago

Well unfortunately my inbox and records do not show any messages from anyone matching your name or email address. I even went in and searched specifically for messages containing your store name as well.

I have 3967 emails in my current folders and over 13,000 + in backups. Nowhere am I able to find your information or a message from you. So if you sent a message a week or so back I for some reason never received it. I however did receive your email today at 6:57 am. Then before I had even had a chance to answer I see a forum post containing derogatory remarks about responses and customer service etc. So of course I am going to defend myself.

I have plenty of users who know full well my average response time to any email is less than 5 minutes and most the time less than 2 or 3 minutes. I monitor my emails frequently. This is during my usual hours and days in office which does not include Fri, Sat or Sunday. So you happen to e-mail today when I am not available but I still check daily for any emergency emails etc.

So my previous response was fit to the situation. It is unfortunate that Shopify RMA doesn't suit your needs however it does perform the job it was designed to do. There is always room for improvement which will come over time.

In fact there is a successor to Shopify RMA that is in the works right now that handles support tickets, returns, exchanges, reports, labels and more. It is also 100% embedded into Shopify without the need to leave site for admin or customer areas. That being said I have taken a break from development due to a family crisis that arose last night at 3 am... So until things here are settled I am on a break.

Jonathan

Dani Member
Posts:
135
8 months ago

Unfortunately my email sent folder shows there was first an email sent at Sunday, 20 April 2014 2:54 AM. I understand with 3967 emails in your current folders and over 13,000 + in backups emails can get lost. My forum post did not contain derogatory remarks about responses and customer service, it was simply a call to other forum users to see if they could answer my question.

I can see me saying I "received no response, may be a bad sign" may be misconstrued. It was not a personal attack and apologies for you feeling this way.

Knowing most of us just had Easter holidays and other holidays, breaks, and issues arise I figured if you were too busy, on holidays or as you have just stated a family crisis has arisen, somebody in the forum who is already familiar with the app may be able to answer my simple queries regarding whether or not the app can handle certain rules to allow only certain products, product types or even product collections to be returned and exchanged.

Good luck with your future revisions of what may potentially be an even greater app that is certainly targeting a serious issue being missed by Shopify. Also best wishes resolving your family crisis. 

 

Jonathan Member
Posts:
82
8 months ago

I try to focus heavily on customer service. I mean quite literally if I had no customers using Shopify RMA then all the work I put into would be a waste. Shopify RMA was not a commissioned project. I created it on my own time without any pay. So naturally I am going to defend it. The current support for Shopify RMA is what allows me to devote further time and effort into creating the next app that is the successor to Shopify RMA.

As for your e-mail. I searched every inbox I have and there is simply nothing there from you. I checked everything back to April 15th by hand.

Then for giggles I checked the spam folders on gmail.com (not my outlook inboxes) and sure enough I have an e-mail from April 19th from your exact same e-mail address and in fact it looks to be the same exact message.

I do not monitor spam because if a persons e-mail server is configured properly and sending signed emails with proper content Gmail shouldn't pop them as spam. April 19th you sent an unsigned email with no anti-spam measures such as domain keys, spf record etc. Gmail popped it as spam and I never saw it.

I really have no idea why Gmail let it pass today. There is still no spf record or domain keys etc.. but you did mark it as "Priority" and if Gmail let that through simply due to a priority flag then that could be a major flaw in Gmail's anti-spam because anyone can mark a message "Priority" lol...

So in reality I had never heard from you and had no idea who you are. I simply saw an email with questions then 20 mins later a public post was made. Combined events made it look like an impatient user who was being rude.

Welcome to the fun world of the internet and technology. It is awesome when it works but can create a huge headache when it doesn't.

I will work out the logistics on per product rules and see if I can implement it in the new application. It would be a useful feature to have.

 

Jonathan Member
Posts:
82
6 months ago

Fixed bad URL in Original Post...

Check out Support Tickets Plus at https://supportticketsplus.com

Jonathan Member
Posts:
82
5 months ago

No problem.

Give Support Tickets Plus a try. It has a 7 day free trial for any monthly package chosen. So you can create a few test tickets and see how the system works.

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