Quick Responses

While communicating with your customers, you might encounter typical situations, which need typical answers.

This can be resolved by many ways. Some of them you may resolve by establishing a special Status or even Workflow Rule, with automated message. But some will require a semi-manual response, which should be changed a little - depending on particular customer (his name, for example).

In this case you can use Quick Response, to paste a predefined answer into the reply field, edit it if necessary and send the message to the client. It greatly speeds up your communication and RMA handling.

How to create a New Quick Response

Go to the Sales > RMA > Quick Responses. Press the button Add New. You'll see following edit page:

• Internal Title - Internal title of quick response. It will be shown only in backend, in section of submitting new message from the staff.
• Is Active - Enables or disables current quick response.
• Template - Text of quick response. This text will be inserted into reply fields. You can use following variables:
  • [rma_increment_id] - RMA ID
  • [rma_firstname] - Customer First Name
  • [rma_lastname] - Customer Last Name
  • [rma_email] - Customer Email
  • [store_name] - Store name
  • [store_phone] - Store phone
  • [store_address] - Store address
  • [user_firstname] - Agent name
  • [user_lastname] - Agent last name
  • [user_email] - Agent Email
• Stores - Store views where you can use this quick response. If you have several languages, you need to have different quick responses for different store views.

Quick Responses, created in this section, will appear on RMA edit page, in Add Message block - where drop-down widget option Insert Quick Response will appear.

Just select proper title from the list, and it will be pasted to the message text area. All variables will be replaced with their corresponding values in this RMA.

Note: Quick Responses are store-dependent. So, if you do not see in RMA particular Quick Response, please, use Order field to open original order. Then check Purchased From field there. This store should be also set in desired Quick Responses.