Configuring customer service settings

Use the Configure Customer Service Settings page to modify settings for your site that affect certain Customer Service features and options.

Note: This page describes all possible settings that can appear on this page. You can only use the settings that appear for your site.

Note: When you save this page, the system immediately applies your changes (unless otherwise indicated).

Returns tab

The Returns settings allow you to specify reason codes for returns (including canceling an RMA). If no reasons are selected, Customer Service will not be able to process returns. Reasons that are default and cannot be customized.

Refunds tab

The Refunds settings allow you to specify reason codes for refunds. If no reasons are selected, Customer Service will not be able to process refunds. Reasons that are default and cannot be customized.

Cancellations tab

The Cancellations settings allow you to specify reason codes for cancellations. You can choose to use Digital River's default reason codes or create customized reason codes.

Display Settings tab

The Display Settings tab allows you to customize the layouts for Returns and Refunds.

Configure Customer Service Settings attributes

Attribute	Description
Reason Codes	The following attributes only appear on the Returns, Refunds, or Cancellations tabs.
Reason Code Configuration	Choose one of the following options: Use Digital River's Default Reason Codes—allows you to use the standard set of reason codes that Digital River created for all clients. Use Customized Reason Codes—allows you to select a subset of Digital River default reason codes for returns, refunds, and cancellations, and displays the reason codes enabled by default. You can also add your own reason codes.
Reason Code Approval	Choose one of the following options: No Approval Required—when you select this option, no approval is required for any reason code. All Reasons Require Approval—when you select this option, approval is required for all reason codes. Subset of Reasons Require Approval—when you select this option, you can select a subset of reason codes that require approval. Only a Customer Service Representative with the Customer Service Approver role can approve a reason code. These options only appear when you select the Use Customized Reason Codes option for returns, refunds, . Note that the Reason Code Approval only appears for returns, refunds, and replacements.
Standard and Custom	Select the reasons you want to use when allowing cancellations, cancellations, returns, or refunds for standard and custom reason codes. Standard—lists the standard Digital River reason codes enabled by default for cancellations, returns, and refunds. It also provides additional reason codes that you enable or disable for returns and refunds. Customer Service can only process the enabled reason codes for cancellations, returns, and refunds. Custom-lists the customized reason codes for your site. You can add or modify custom reason codes in this list. Select the custom reasons you want to allow cancellations, returns, refunds, or replacements.
Key ID	The key ID for the reason code.
Reasons	The reason for the return or refund.
Enabled	When enabled, the reason code is available when processing cancellations, returns, and refunds. —indicates the reason code is always enabled by default. —indicates the reason code is enabled. You can toggle between enabled and disabled . If you do not select any reasons, Customer Service will not be able to process the returns, refunds, or replacements. a reason with a checkmark next to it is a default reason and cannot be customized.
Approval Required	When enabled, the reason code appears. This checkbox only appears when processing returns and refunds, —indicates the approval is required. You can toggle between approval is required and approval is not required .
Edit	Click this button to edit a customized reason code.
Add	Click this button to add a customized reason code and localize that reason code for each supported locale.
Cancel RMA	You can enable or disable standard reason codes for a return merchandise authorization (RMA) and add or edit custom codes.
Return Policy	This following attribute only appears on the Returns tab.
Allows Zero Price Returns	Choose one of the following options: Enabled—allows refunds for fees or shipping costs for returns on items sold for a zero price. Disable—refunds for fees or shipping costs are not allowed for returns on items sold for a zero price.
Returns/Refunds	The following attribute only appears on the Display Settings tab.
Product Display Configuration	Choose one of the following options: Use Digital River's Default Display—Allows you to use Digital River default layout for Returns and Refunds. Group Products by Bundle Offer—Allows you to group products by bundle offer.

How to configure reason codes

You can also configure and choose which reason codes appear for your store when Customer Service processes a cancellation, return, refund, or replacement.

Returns, refunds, and replacements share reason codes/ However, you can enable or disable codes used with each of these activities. This means that returns can use one set of reason codes, while refunds or replacements use another set of reason codes.

Prerequisite: You should only configure reason codes if you amended your contract to include this feature. Contact your Account Team or Store Operations Team for more information.

Required Role: Customer Service Configuration Manager This Global Commerce user role allows users to configure customer service settings, including reason codes and approval levels for returns, refunds, and replacements.

Select Administration, select Site, and then click Configure Customer Service Settings. The Configure Customer Service Settings page appears.
From the Configure Customer Service Settings page, select the one of the following tabs: Returns, Refunds, and Cancellations.
Select the Use Customized Reason Codes option for the Reason Code Configuration to enable custom reason codes for your store. The attributes for customizing reason codes appear.
Select an option for Reason Code Approval.
For each reason code under the Cancellations, Returns, or Refunds tabs, toggle the checkboxes under the Enabled column to enable or disable the reason code.
For each reason code under the Returns, or Refunds tabs, toggle the checkboxes under the Approval Required column to enable or disable approval required.
Under Custom, click Add to create a custom reason code, complete the fields in Add Customized Reason Code dialog,.
Click Save.

How to configure display settings

Select Administration, select Site, and then click Configure Customer Service Settings. The Configure Customer Service Settings page appears.
From the Configure Customer Service Settings page, select the one of the Display Settings tab.
Choose one of the following options:
- Use Digital River's Default Display—Allows you to use Digital River default layout for Returns and Refunds.
- Group Products by Bundle Offer—Allows you to group products by bundle offer.
Click Save.