Returns and digital goods

This is part of Cliedesk Pro and needs WooCommerce (licence actions need a licence plugin only). Agents need the Run commerce actions permission. Every action first shows a preview: what changes and the money. It runs when you press Confirm.

Set the return policy

1. Open Settings → Commerce → Returns and digital goods.
2. Set the Return window in days. 0 means the shop takes no returns.
3. Choose where the window counts from: Delivery (order completed) or Order date.
4. Add Products that cannot be returned and Categories that cannot be returned (ids, comma separated).
5. Set the Return reasons and the Reasons that need a photo.
6. Choose When the return arrives: Refund, Store credit or Nothing (refund by hand).
7. Turn on Approve requests inside the policy without a person if you want that.
8. Press Save.

If a WooCommerce returns plugin is active and Use an active returns plugin is on, Cliedesk makes the request in that plugin.

Handle a return

The conversation’s returns show in the Orders card under Returns. Each return shows its status, items and amount. The buttons show only the next steps:

• Approve or Reject a new request.
• Send label for an approved return. With Shippo, the customer gets a prepaid label. Without a label provider, or when the label fails, the customer gets your Return instructions.
• Exchange sends the same product (or another size or color of it) for free, as a new order linked to the return. It works only when the item is in stock and not more expensive.
• Mark in transit, then Mark received. On receipt, Cliedesk refunds or gives store credit for the returned items. A refund above your limits waits for an approval first.

A request outside the window, or for a product that cannot be returned, is refused with the reason.

Labels with Shippo

1. In Return labels, choose Shippo.
2. Enter the Shippo carrier account id and the Shippo service level (for example usps_priority).
3. Enter the Shippo API token and press Save token. Cliedesk keeps it in the credential vault. It never shows it again.

Downloads and licences

Macros and rules can run the download actions. The AI agent and the API can run all of them for the customer’s own orders and licences.

• Reset download limits and links gives the customer new download links with the full download limit.
• Extend download access adds the Days a download extension adds.
• Reset licence activations sets the activations to 0. A second reset of the same licence within Days between two licence resets is refused.
• Extend a licence and Deactivate a licence work for EDD Software Licensing and License Manager for WooCommerce.

Marketplace vendors

With Dokan or WCFM Marketplace active, rules and queues can use Order: vendor (store name). Hand over to the vendor starts a side thread with the vendor by email. The customer does not see it. Side threads need a support mailbox.