Overview
Search orders/SKUs, create RMAs, and insert product blocks into replies.
Problem
Agents lack fast access to orders and item details; RMAs require separate systems.
Solution
Right-rail widgets for ProductCatalog and order history enable in-ticket RMAs and product inserts; updates sync to the ticket.
How it works
Agents find orders by email or order ID, add line items to an RMA, and message pre-filled instructions to the customer.
Who is this for
Ecommerce Support
Returns / Warehouse
Expected outcomes
- Faster resolution of order issues
- Lower re-open rates on returns
Key metrics
Time to create RMA
Baseline
15 minutes
Target
3 minutes
Reopen rate (returns)
Baseline
18 %
Target
7 %
Gallery
Downloads & templates
Case studies
Apparel brand smooths returns
In-ticket RMA + macros cut reopens by 60%.
Fashion Mid-market NA
Security impact
- Order references, SKU metadata · PII: yes (order contact)
Compliance
- GDPR (order data minimization)
- SOC2 (access & audit)
Availability & next steps
Team
Pro
Enterprise