How to create a replacement order

How to create a replacement order

Notes

The Replacement process allows service teams to provide a new or equivalent product to the customer when the original item cannot be repaired or is deemed defective beyond acceptable limits. This workflow ensures quick resolution, improved customer satisfaction, and a seamless post-sales experience.

Step-by-Step Guide to Create a Replacement order

1. Log in to Dyrect

  1. Open your Dyrect Back Office portal.
  2. Enter your login credentials to access your account.

2. Open the support ticket

  1. Go to support section
  2. Search for and click on the relevant Ticket ID.
  3. This will take you to the Ticket Details page.

3. Go to Work section

  1. On the left side panel, click on Work.
  2. Inside this section, click on Repair to start creating a Replacement order.


5. Select the Reason of Replacement

  1. Choose the Replacement Reason from the dropdown.

  2. Select the Payment category

  3. Add item details

  4. If you want to send the Replacement details to the customer, enable the checkbox.

Note: Replacement Reason is customizable based on your brand’s workflow.


6. Create a Replacement order

  1. Review all details
  2. Click Create Replacement.
Your Replacement order is now successfully created.

Conclusion

The Replacement process helps ensure a smooth and transparent experience for both the service team and the customer. By selecting the correct reason, documenting the required details, and following the defined workflow, teams can efficiently manage replacement requests and maintain high service quality. This structured approach also ensures accurate tracking, faster resolutions, and improved customer trust.

FAQ

Q1. When should I create a replacement order?
You should create a replacement order when the product is beyond repair or when it meets the criteria for replacement as per your company policy.

Q2. Are replacement reasons customizable?
Yes, replacement reasons are fully customizable under Settings → Reasons. You can add, edit, or remove reasons as per your requirement.

Q3. Can I notify the customer about the replacement?

Yes, if you want to share the replacement details with the customer, simply check the notification box before creating the replacement order.

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    1. Create a support ticket by submitting a form here or email us at support@dyrect.co
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