General Feature Information
Feature Name: Reason Configuration
Feature Overview:
Reason configuration is a tool to help you configure reasons for your failed orders such as ones that are returned, on hold or canceled etc. You can specify the reason why an order is failed or returned both via the dashboard and if you are an OTO flex user, via OTO Flex. This will help you understand why the product is returned or failed later.
How to Use the Feature
Step-by-Step Instructions
To Access Reason Configuration Page:
Navigate to Settings > Advanced > Reason Config in the side menu
Choose the Reason Config tab
Click on the Add Reason Config button
A form will appear requesting the following information:
Reason Type: You need to specify which reason option you are offering for which transaction. Examples here are: on hold, cancel, not available, undelivered attempts, etc
Language: In which language will these reasons be shown
Reason: Reasons for shipment failure include, for example, damaged, no stock etc
Click on the Save button.
To Access OTO Flex Pre-Defined Messages:
Navigate to Settings > Advanced > Reason Config in the side menu
Choose the Reason Config tab
Click on the Add Reason Config button
Create messages for drivers to send via WhatsApp in OTO Flex. Drivers can select a message from a dropdown within an order, and WhatsApp will open with the chosen message ready to send.
Fill the title and message field.
Click on the Add button.
Troubleshooting and FAQs
Common Issues and Solutions:
Issue: Duplicate entries appear in the Reason Config list.
Solution: Review the existing configurations before adding a new one to avoid redundancy.
Issue: Drivers are unclear about which reason to select for a failed or returned order.
Solution: Ensure that reasons are clearly worded and easy to understand
FAQs:
Q: Can I add reasons in multiple languages?
A: Yes, you can add reasons in multiple languages by selecting the desired language during the configuration process. This ensures reasons are displayed in the appropriate language for different regions.
Q: How do drivers use the reasons in OTOFlex?
A: Drivers can select a predefined reason directly from the OTOFlex app when updating an order.
The app allows them to choose a reason from a dropdown menu.
Q: Who can configure or manage the Reason Configurations?
A:Typically, only users with admin or manager-level access can configure or manage the Reason Configurations. Ensure appropriate permissions are granted to relevant team members.