An appeasement is a goodwill credit that can be applied to a fulfilled order where a customer has experienced difficulties but does not wish to return or exchange the items. When you issue an appeasement to a customer, you can issue it against the cost of the items in the order or against the cost of shipping associated with the order.
Display the order.
Click on the Appeasements link.
The system displays the Appeasements page which displays the order information unless there is already an appeasement applied to the order with Pending Approval or Approved status, when a message window indicating this is displayed instead.
Select the appeasement type from the Appeasement Type drop-down list. This identifies whether the appeasement is applied to the cost of the items in the order or to the shipping cost of the order.
Select whether the appeasement is an Amount Off or a Percentage Off the balance by choosing the appropriate radio button.
Enter the appeasement amount, either as an amount or as a percentage, depending on which appeasement option has been chosen.
Select a reason for the appeasement from the Appeasement Reason drop-down list.
Add any comments as appropriate in the Comment box.
Click on the Apply button.
Indicate the type of Appeasement payment by applying the total refund value, or a portion of the refund value, in either the Credit Card Refund field or the Store Credit field.
To split the appeasement between store credit and credit card refund, enter the amount that to apply in either field, and then click the Apply Remainder button for the other field.
For example, to split a $100.00 appeasement between a store credit and a credit card refund, enter the amount to credit as a store credit in the Store Credit field, and then click on the Apply Remainder button next to the Credit Card Refund field to assign the remaining balance to the Credit Card Refund field.
Click on the Continue button.
Verify the appeasement information displayed. If any of the information is incorrect, click on the Edit Appeasement link.
Click on the Submit Appeasement button to initiate the appeasement.
If the appeasement does not require approval, the system displays a Confirm Appeasement window that shows the email template populated with the relevant information for the appeasement. Confirm the customer’s email address and click on the Send button to send confirmation of the appeasement to the customer.
If the appeasement requires approval, the system displays a Confirm Appeasement window that informs the agent that the appeasement has been submitted for approval. When the appeasement is approved or rejected, a confirmation email is sent to the customer informing them of the decision. Confirm the customer’s email address and click on the Send button.
