Here's an example of a common workflow:

1. The customer goes to the website and creates a customer care ticket using the website form form.

2. The Customer Care team will receive a new ticket, they will go over the information details and then determine how to proceed.

3. The Customer Care team can check the SO reference number, check the invoice, email, delivery, and determine the warranty status of the product.

4. In this situation the customer care team decided to return the product because it was defective, send another product, and issue a coupon to keep the customer happy:

​- The Return:

1. From the Helpdesk ticket click on return and start the process of returning the item.

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​- Sending a new Camera:​

1. Once you return the item, the sales order will reflect that you haven't delivered the product.

2. You can the new product on a new line and zero out the previous product on the sales order lines.

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​- Issuing a coupon:​

1. Then form the Helpdesk ticket you can issue a coupon to the client.

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