Review requests

Track customer review (service) requests, create new requests from orders, send requests to ERP, and view the service form history.

The Review requests screen is where you manage requests opened for customers to send a product they found defective or problematic for inspection (service). You track requests by their statuses, open new requests by order number, send the request to ERP as a service form, and view the form's history in ERP. This screen is used by customer service and returns operations teams.

Accessing the screen

  • Follow the path from the left menu: Order Management System › Returns › Review requests.
  • The Review requests link is also available in the Quick access ribbon at the bottom of the OMS Overview page.

If you do not see it in the menu, your account does not have permission for this screen. The New request button and row actions (sending to ERP, deleting) are only visible to users with operation permissions.

Screen sections

  1. Header: Review requests, with the description "Customer review (service) requests; ERP sending and status tracking." below; if authorized, the New request button on the right.
  2. Filter card: Order date, Order id, and Request status are always visible; other filters are in the Detailed filters menu. Below are Clear and Filter buttons.
  3. List toolbar: Per page selection, "Filter result: … records" counter, refresh button, and Columns menu.
  4. List: Each request is shown in two-row cells; at the end of the row (if authorized and the request is not sent to ERP), action icons appear.
  5. Pagination: Below the list.

Filtering and searching

The list loads immediately when the screen opens. Filter changes apply when you press Filter (or Enter while in a field); if changes are unapplied, the Filter button is highlighted. Clear empties all fields.

Field Purpose Tip
Order date Filters requests by date range. If left empty, the last 30 days are listed. If only start date is selected, the end date is today; if only end date is selected, 30 days backward from that day are taken. Choose a range not exceeding 30 days; very long ranges may show an error box instead of the list.
Order id Retrieves requests for a specific order. Enter the order number used when opening the request.
Request status Filters requests by status. If empty, All are listed. Options: Created, Accepted, Rejected, Refunded, Revised.
SKU / Barcode Searches by product SKU or barcode. Added via Detailed filters.
Service form no Searches by ERP service form number. Added via Detailed filters.
Customer first name / Customer last name Searches by customer's first or last name. Added via Detailed filters.
Email Searches by customer's email address. Added via Detailed filters.
Phone Searches by customer's phone number. Added via Detailed filters.

Fields added via Detailed filters are remembered in this browser. Removing a field from the menu also clears its value.

List

Column Meaning
Product Product name; below SKU, barcode, and size. This column cannot be hidden.
Order no The order number for which the request was opened. Clicking opens order details.
Customer Customer's name; below email and phone.
Return reason Reason selected when opening the request; below is the customer's complaint description.
Status Request status (see Statuses). If accepted, rejected, or refunded, the date of that action is shown under the badge.
Request no Request record number. Hidden by default.
Created Date and time the request was created.
Service form no ERP service form number for the request. If a number exists, it is clickable and opens Request history. The badge below indicates if the request is Synced or Not synced with ERP.
Invoice no Order invoice number. Hidden by default.
Invoice date Invoice date. Hidden by default.
Phone Customer phone. Hidden by default.
RMA code Return shipment code. If a tracking link exists, it is clickable and opens the tracking page in a new tab.
Granted / Denied / Refunded Dates when the request was accepted, rejected, or refunded. Hidden by default; these dates also appear in the Status cell.
Sent to ERP Whether the request has been sent to ERP (Yes / No). Hidden by default.
  • Page size: 25 (default), 50, or 100.
  • Hidden columns can be enabled from the Columns menu; your selection is remembered in this browser.
  • Sorting is not available on this screen.

Actions

Creating a new request

Opens a request for an order line the customer wants to send for inspection.

  1. Click the New request button in the header. The New service request window opens.
  2. Enter the number in the Order number field and click Fetch (or press Enter). If empty, a "Order number is required." warning appears.
  3. The order lines are listed in a table: each row shows product image, product name, SKU and barcode, Size, Total, and the order Status.
  4. Check the box for the line you want to open a request for. Rows that appear faded and have no checkbox cannot have requests opened; hovering shows "Request cannot be opened for this line." (details below).
  5. When a row is selected, the form opens and shows "… line selected." Fill in the fields (see table).
  6. Click Create request.

Result: A "Review request created." notification appears, the window closes, and the list refreshes. While processing, the button shows Saving… and the window cannot be closed. If an error occurs during saving, a message appears below the window; your entered data is preserved for correction and retry.

Field Required Description / rule
Order number Yes The order number for which the request is opened. Lines load with Fetch.
Line selection Yes Select only one line; each line opens a separate request. Create requests individually for multiple lines.
Request reason Yes Select a reason from the list ("Select reason"). The field is disabled while loading; if the list cannot be loaded, a red error message appears below.
Complaint description Yes Customer's complaint. Maximum 200 characters.
Images Yes At least 1, up to 4 images. Click or drag files to the Pick photos or drop them here area. Only image files are accepted; each image max 10 MB. Added files show small previews and can be removed with the cross icon. Adding the same file twice does not add a new record.

The Create request button is not visible until a row is selected. If information is missing or incorrect, one of the following messages appears below the window:

Message Action
Select at least one line. Check a line in the table.
Select only one line: each line opens a separate request. Remove extra checks.
Select a request reason. Choose from the Request reason list.
Complaint description is required. Fill in the description field.
Add at least one image. Upload at least one image.
Maximum 4 images allowed. Remove extra images if needed.
Only image files are allowed. Do not add non-image files; select photo files.

Which lines can have requests opened? Lines that are not canceled or refunded; also, no previous request exists for that line or the existing request is in Rejected status. Other lines appear faded. If the order is not found or has no lines, the table shows "No lines available for request in this order." If an error occurs while loading lines, an error box with a Retry button appears.

Clicking Cancel or closing the window discards entered data; the request is not created.

Viewing request history

Used to track operations performed on the request's ERP service form.

  1. Click the number in the Service form no column.
  2. The Request history window opens; the form number is shown below the title.
  3. Each action is listed with status text, date and time, and the user who performed the action ("User: …").

If no actions exist yet, it shows "No actions found for this form number." If history cannot be retrieved, an error box with a Retry button appears. Requests without a form number show "—" in this column and history cannot be opened.

Sending to ERP

Creates a service form in ERP for a request opened in the console but not yet sent to ERP.

  1. Click the blue Send to ERP icon at the end of the row.
  2. The Send to ERP window shows the request number, product, and order info with the question "The review request will be sent to ERP. Continue?"
  3. Click Approve; use Cancel to abort.

Result: A "Request sent to ERP." notification appears and the list refreshes; the synced request's badge changes to Synced and action icons disappear. If an error occurs, a message appears inside the window, which remains open. Buttons are disabled while processing.

Deleting a request

Removes a mistakenly opened request that has not been sent to ERP.

  1. Click the red Delete icon at the end of the row.
  2. In the Delete request window, read "The review request will be deleted. This action cannot be undone. Continue?"
  3. Click Approve.

Result: A "Request deleted." notification appears and the request is removed from the list. Deletion cannot be undone.

Requests sent to ERP do not show Send to ERP and Delete icons; since the request has a corresponding record in ERP, it cannot be deleted from the console.

Statuses

Status (on screen text) Meaning Next step
Created Request opened, awaiting inspection result. If not sent to ERP, send it with Send to ERP; track results via Request history.
Accepted Inspection concluded positively. Acceptance date appears under the badge; proceed with the customer accordingly.
Rejected Inspection concluded negatively. Rejection date appears under the badge. If needed, a new request can be opened for the same line.
Refunded Product cost refunded to the customer. Refund date appears under the badge; no further action needed.
Revised Request revised. See details in Request history.

Common situations

  • The list is empty. If no date is selected, only requests from the last 30 days appear. Expand the date range, set Request status to All, or clear other filters.
  • I do not see the New request button or row icons. Your account lacks permission to create or manage requests; you can view the list and request history.
  • Order lines appear faded with no checkbox. The line is canceled or refunded, or a non-rejected request already exists for that line. Find the existing request using the Order id filter; if the request is older than 30 days, adjust the Order date range accordingly.
  • The Create request button is not visible. Select a line first; the form and button appear only after selection.
  • I want to delete a request but there is no Delete icon. The request has been sent to ERP and cannot be deleted from the console.
  • Request history is empty. No actions have been recorded yet in ERP for that form number. Check again later.

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