Ask Additional Questions

outline after selecting a resolution, you can prompt customers with additional questions this is particularly useful if you'd like to collect additional information from a customer based on the resolution they've selected how to add questions to a resolution navigate to the resolutions page in your merchant portal select the standard return resolution you’d like to add a question to click the 3 dots underneath the switch, followed by the edit button (the pencil icon), and scroll down to the ask additional question section select add question enter your question in the provided field click save to confirm reviewing customer responses when processing a return open the return you’d like to review if the resolution includes a question, the customer’s response will appear at the top of the processing slide out , directly beneath the selected resolution