Cart-Power Add-On: Claims and Complaints

Partners Add-ons & Themes
1

Dear friends,

We would like to introduce you the Claims and Complaints add-on.

Claims and Complaints add-on allows users of a store to start discussions (disputes) of orders with administrator by leaving comments: asking questions, writing complaints, etc. For this administrator creates new form with the default form editor. Started disputes show info about orders, one can also set statuses for disputes and reply to users through a separate menu in administration panel. A new link to disputes page appears in user's account menu.

Features:

  • User can leave comments to orders through a separate reply form;
  • New link in user's account menu, leading to disputes page;
  • Functional administrator menu for working with disputes;
  • Useful reply form in disputes menu in administration panel;
  • Fast redirecting from disputes to orders and user account;
  • Statuses for disputes: awaiting for answer, awaiting for vendor action, awaiting for customer action, closed.

Interacting with dispute page:

Configure_4.png
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Administrator's disputes list:
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User's dispute list:
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Dispute page:
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Compatible:

  • CS-Cart version 4.17.x - 4.21.x

Official product page here.

Let us know if you have any additional questions.

2

Looks interesting.... but what we need is a fully functioning Ticket system that hooks into email replies.

Customers want to be able to reply to an email that will also show up in the cscart order.

Really need to replace the half useless standard Communications function with a fully functional Ticket system..

3

Looks interesting.... but what we need is a fully functioning Ticket system that hooks into email replies.

Customers want to be able to reply to an email that will also show up in the cscart order.

Really need to replace the half useless standard Communications function with a fully functional Ticket system..

Exactly my point. There was another thread where this was mentioned. If I were a CS-Cart development company, I would develop a ticket system and add everything on top of it but for some reason they want to stay out of it. Alt-Team, Cart-Power, CS-Cart, SimtechDev all are using the same ticket system that works on CS-Cart 2.x

They don't sell it, they don't open it to public.

4

Please can someone create a Ticketing system that is fully functional and fully integrated... so badly needed.

I also noticed the ticketing systems of some deve websites, but no addon for this is listed.

I did give redesk a trial on v2 but gave up on it as there were too many issues... another tread..another day.

5

Hi,

Can this dispute addon work on latest version of cs-cart multi vendor? And can you add another features that allow customer to work with Store vendor for specific time (7 days) before customer can dispute with Admin? This way, customer can try to solve the problem with vendor first. If customer cannot solve the problem with vendor, the dispute button will show up after 7 days, so customer can contact admin to solve the problem. Thank you

6

Hello!

Hi,

Can this dispute addon work on latest version of cs-cart multi vendor? And can you add another features that allow customer to work with Store vendor for specific time (7 days) before customer can dispute with Admin? This way, customer can try to solve the problem with vendor first. If customer cannot solve the problem with vendor, the dispute button will show up after 7 days, so customer can contact admin to solve the problem. Thank you

The add-on is comaptible with teh latest version of Mulit-Vendor, but the add-on does not contain the functionality of timeframes for the disputes.

The disputes are used to work with the store admin.

Best regards,

7

When is the next schuedualed update for this addon?

8

I may also add;

There is no notification what so ever to the Customer after the Admin answer the dispute.

9

I belive you should develop this further - at least so that when the Customer makes a dispute, the Vendor will be the reciver and where the Customer and Seller(Vendor) can continue the conversasion. If needed, they can connect to the Admin of the matketplace to solve any issue.

What do you think of this, Cart-Power?

10

Greeting, rivernue!

We are not planning on updating this add-on, please see why below.

There is a similar functionality already in the default CS-Cart in newer versions. A customer can start conversation with the seller from the order page.

Start
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Best regards,
Cart-Power

11

Version 2.0 is out. The add-on has been rewritten from scratch: what used to be a chat about an order is now a claim being settled — with a claim type, a customer demand, order items, an answer deadline and a report. The update from 1.0 runs as migrations and keeps the existing conversations.

The answer deadline is the main addition. Every claim carries its own timer: how many days are left. While the store waits for the customer, the clock stands still; once the customer answers, it continues with the accumulated pause taken into account. A cron job reminds about the burning ones, marks the overdue, hands a claim to the marketplace when the vendor stays silent and closes the ones the customer stopped answering.

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A claim is now a document. The claim type and the demand come from the store dictionary, the complaint is made about particular order items, the staff have internal notes (hidden from the customer and not counted as an answer), messages are never edited — only hidden — and all of it lands in the history. The resolution comes from the dictionary with a compensation amount, and the customer rates it after closing.

There is a report now. The share of claims among orders, the time to the first answer and to the resolution, overdue claims, compensations and breakdowns by vendor, claim type and status. Overdue claims are counted honestly: for closed ones by the moment of closing, for open ones by the current moment, with the pause subtracted.

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Multi-Vendor. A vendor sees only their own claims. The customer can ask the marketplace to step in, and when the vendor stays silent longer than allowed the claim goes to the marketplace by itself. The marketplace owner closes the dispute with their own resolution.

What was closed from version 1.0. Six access holes: other people’s attachments could be downloaded without authorisation by guessing an id, other people’s claims could be read and deleted, and the author of a message could be forged through a hidden form field. The add-on no longer depends on the Form Builder and no longer adds a column to the core pages table.

The add-on on Marketplace: Disputes for CS-Cart — order discussions with statuses
The live demo and the documentation are linked on the same page.