Withdrawals and complaints

How customers withdraw is described under Withdrawal function. This page is about handling withdrawals and complaints in the back end.

Under Consho → Withdrawals you find all withdrawals with their state and refund deadline, and also in each order. Withdrawals cannot be deleted. The state is received, accepted or rejected; signals show what needs doing – such as “Refund overdue”, “not assigned” or “after the window”. Withdrawals not assigned come in through the “Withdraw from contract” page without a matching order; how you assign or dismiss them is described under Withdrawal function.

• Deadlines: the page shows the end of the window – last shipment + period + delivery allowance, Consho's estimate of until when a withdrawal is in time; while not everything has shipped, it reads “open delivery”. Below it a note that the refund is usually due within 14 days (for example § 357 (1) BGB, § 14 (1) FAGG). A withdrawal after the end of the window is accepted all the same and marked as “received after the window”. These are notes; whether a withdrawal was in time is your judgement.
• Accept: with the quantities per item, prefilled from the declaration. Partial withdrawals are possible, a subscription only as a whole.
• Reject: with a reason that goes to the customer verbatim.
• Save return: what has come back.
• Book refund: books the repayment and issues the document in one step – a cancellation on a full withdrawal, an invoice correction on a partial one. Consho suggests the shipping costs only on a full withdrawal; value compensation exists only for services, and you set the amount.
• Where the money goes: whatever was paid with vouchers goes back to the vouchers first; the page shows that share, it cannot be changed. The rest goes back through the payment provider with “Pay back through the payment method” where the payment module can do so – the option is then preselected. Refunds already made in the provider's account are offered; ticked, they are booked first and the provider pays only the rest. While one of them is open, paying back through the payment method is not preselected. Before booking, a confirmation names what goes through the provider and what you pay back by hand; “Pay back now” books it. If the amount has changed in the meantime, nothing is booked.

A complaint reports a defect in goods delivered or in a service. You record it under Consho → Complaints or at the order: with the date of receipt, “Complaint” and the items, each with the quantity complained about and the defect. Consho derives the number from the order number, for example WEB-00140-R1. The state is open, in progress, resolved or rejected.

Deciding: “Decide complaint” shows the items with their delivery information (when the goods were shipped) and the remedy below. You choose the kind and save:

• Rescission: quantities per item. The goods go back and the purchase price is refunded, as for a withdrawal, with return, refund and an invoice correction or cancellation. Consho does not refund the customer's return costs; you settle them outside the shop, for instance by paying the carrier when the parcel arrives. Subscriptions cannot be taken back.
• Price reduction: a gross amount per item, at most what the item is still worth. The refund issues an invoice correction.
• Replacement: per item the quantity to send again, at most the quantity complained about. This also covers goods that never arrived. Saving creates the replacement delivery. It has no invoice and does not count as a delivery of the order. When it is reported as shipped, the goods leave the stock and the customer gets a mail of its own.
• Repair: the defect is remedied, without money and without a document.
• Reject: with a reason that goes to the customer verbatim by e-mail. The rejection is final.
• Close: only before a decision, for instance when the matter has settled itself. No mail.

A complaint is resolved once its remedy is carried out: rescission and price reduction with the refund, replacement once every quantity to replace is reported as shipped, repair with “Repair done”.

As long as nothing has been carried out (no refund, no replacement delivery reported, no return), “Withdraw the decision” lifts the decision. A replacement delivery in draft is deleted with it.

The return exists for goods only, and it can still be recorded after the complaint is closed. Goods complained about go into stock only where you switch on “into stock”.

If a service or digital content goes back in full, it can no longer be used. Withdrawal and complaint limit each other: what has already been taken back cannot be returned a second time. If goods whose price was reduced come back later, their share of the reduction is deducted.

• Open withdrawals (warning) – with the date on which the first refund falls due.
• Withdrawals not assigned (warning) – until you assign them to an order or dismiss them without an order.

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