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Send-in repair overview
Overview
Send-in repair is suitable for after-sales scenarios where customers need to send faulty products back to the service center or manufacturer for repair or replacement. Enterprises can provide an entry for repair application in the service request, and connect the shipment, service center processing, return and customer signature into a traceable service process.
Applicable scenarios
Send-in repair supports these scenarios:
- An end user submits a repair request through the configured WeChat Official Account or Mini Program.
- The system recommends the service center to return to based on the customer's address and product information.
- After logistics integration, an end user can create a shipment while submitting the service request.
- The service center and customer confirm receipt at the applicable stages. Users track the shipment and service progress.
Sending repairs is performed based on service requests. Enabling the plug-in is only the first step. The administrator also needs to configure the service center, end-user portal, process nodes and service progress; when one-click ordering is required, logistics capability docking must be completed.
Core concepts
| Stage | Main handler | Main action | Conditions for entering the next stage |
|---|---|---|---|
| Submit application | End user | Submit a repair application; when one-click ordering is enabled, you can create a shipping logistics at the same time | The repair application has been submitted, and the product starts to be sent to the recommended service center |
| Receive the item | Engineer or another configured role | Confirm that the service center received the item, or receive it automatically based on logistics status | The item can enter the configured repair process after receipt |
| Return the item | Engineer or another configured role | After repair, enter return shipment information and create a shipment through the logistics interface | The item leaves the service center |
| Customer sign for receipt | End user | Confirm receipt of the repaired product; you can also sign for it automatically according to the logistics status | The customer has signed for receipt, and the link to send the repair main link ends |
NOTE
The system defaults to Sign for Repair Parts, Repair Parts Return and Customer Sign for Receipt 3 send repair application nodes. Enterprises can add other process links according to actual business, so the nodes, processing roles and status in the actual page may be different.
Core configuration and function
| Configuration | Role | Key conditions or limitations |
|---|---|---|
| Send for repair plug-in | Enable the ability to send for repair in the service request | After enabling, you still need to complete subsequent configuration |
| Service Center | Maintain the address and limit the applicable product range and customer address range | The system uses the customer address and product information to recommend the return address; the original data does not explain the processing rules when multiple centers are matched at the same time or there is no center matching |
| End user portal | Provide a self-service repair portal in the service account or mini program | The portal needs to be configured and published separately |
| One-click ordering | Allow end users to complete logistics orders when submitting service requests | This is an optional capability and depends on the cooperation between the enterprise and the logistics company and the system docking situation |
| Send-in repair process nodes | Add receipt, return, and customer receipt to the business process | Roles, automatic receipt conditions, and additional processes follow organization settings |
| Service progress component | Shows the current service request node | Status comes from Service Progress (API name: service_progress) and supports custom options |
Boundaries to note
- Sending for repair is not equivalent to on-site door-to-door service. The product needs to be sent between the customer and the service center.
- One-click shipment creation is not available automatically. It requires a logistics agreement and system integration.
- Automatic receipt depends on changes in logistics status and corresponding process configuration. When the conditions are not met, the signing node needs to be handled by the role configured in the process.
- The service progress component reads the
service_progressfield. The new status option does not mean that process nodes will be automatically generated or transferred automatically. The correspondence between status and process needs to be verified in the test request. - The upstream information does not explain the system processing method when the service center has multiple matches, no matching results, logistics order failure, and logistics status delays. These situations should be verified based on the actual configuration of the enterprise.