Returns and Warranty Requests SMS integration

Now send SMS for Returns and Warranty Requests with SMS Alert integration.

Notification to Customer

• Navigate to settings under warranties
• Click on SMS Alert tab
• Enable All/desired events on which you wish to send SMS to customer
• Modify the SMS Content as desired, use variable tokens as required, by clicking on it
• Scroll down and click on save changes

FAQ’S

1. 1. What does this integration allow me to do?

   The integration enables you to automatically send **SMS notifications** to both **customers** (making a return or warranty request) and **administrators/staff** when a return or warranty-request event occurs on your e-commerce platform.

2. 2. What are the prerequisites for setting it up?

   You will need:
   – The **SMS Alert plugin** configured properly.
   – A **returns & warranty management feature/plugin** installed (to capture request events).
   – **Customer mobile numbers** must be captured in the request process.

3. 3. How do I enable SMS notifications for return/warranty requests?

   Generally:
   1. Navigate to your returns/warranty plugin’s settings or the **SMS Alert settings section** for “Returns and Warranty Requests”.
   2. **Enable customer SMS notifications** and/or **admin SMS notifications**.
   3. **Map the mobile number field** (which stores the customer’s phone) for sending visitor SMS.
   4. **Craft the SMS message template** for both visitor and admin notifications, and **save**.

4. 4. Can the SMS content be customised using request-fields or variables?

   **Yes** — you should be able to include dynamic **placeholders/variables** in the SMS template, such as the request ID, product name, customer name, and status of the request, to personalize the message.

5. 5. Which types of users/admins can receive SMS notifications?

   – **Customer/Visitor:** Receives an SMS confirmation or status update when they initiate a return or warranty request.
   – **Admin/Staff:** Receives an SMS to one or multiple mobile numbers whenever a new request comes in or when there is an important status change.

6. 6. What should I check if SMS notifications for returns/warranty requests aren’t working?

   Troubleshooting steps include:
   – Ensure the **mobile number field is correctly captured** and **mapped** in the SMS settings.
   – Check that **SMS Alert plugin/account is active** and has sufficient **SMS balance**.
   – Confirm you have **enabled the correct notification check-boxes** and saved the settings.
   – Make sure phone number formats are **valid and in the required format**.
   – Check **SMS logs** for error codes or failed deliveries.

7. 7. Are there any special considerations or limitations for this type of integration?

   Key considerations include:
   – Ensuring your system correctly **identifies the customer’s mobile** and links it to the request.
   – Verifying that all included **placeholders (tokens) are supported** and replaced correctly.
   – In multi-admin scenarios, correctly **mapping different admin numbers/vendors** for notifications.
   – Ensuring compliance with **local/regional SMS regulations** (DLT guidelines, opt-out, transactional SMS rules).