Need customers to provide proof of submission for returns or exchange.

  • Profile Image
    Asked on October 05, 2017 at 09:00 PM

    Through our website customers submit a jotform with specific questions regarding a product that is otherwise difficult to order correctly and in return we supply information to help them order according to their answers. This process has eliminated 98% of the ordering errors that occurred prior to using the form (which is awesome).

    Customers are motivated to submit a form since without it we do not except returns or exchanges. This leads to my question. How to provide a way for customers to identify proof of their submission and have a way to cross reference their proof.

    If I use the Unique ID widget on the form I need each customer to have access to that ID as a reference in case they need to make an exchange or return down the road. Then I will also need to be able to reference that ID to match it.

    I have done some research in the jotform forums, but am not quite clear how to manage all of these steps. 1. How to implement it so that my customer sees the ID and is aware that it must be saved to show as proof for later reference and also I am confused about how I can find it to cross referenced (meaning I will need to find it in my records later too).

    Can someone guide me please.

    Thank you.

  • Profile Image
    Answered on October 06, 2017 at 02:30 AM

    The best option I would suggest you is to add form auto-responder email alert in form. This will ensure that when the form is submitted, a copy of the submission is sent to user along with the "Unique ID" widget. 

    When user needs to contact you with a proof, they can just send you a copy of the auto-responder email. The following guide should help you how to add form auto-responder email alert in form:

    Hope this helps.

    Do get back to us if you have any questions.

  • Profile Image
    Answered on October 06, 2017 at 01:43 PM
    Thanks, I have that already set up with this title;
    {form_title} from My Company Name-SAVE THIS EMAIL
    in the title and then at the beginning of the email I have this:
    Save This Important Submission ID: {id} - In case of the need of return or
    exchange you need it to verify your from submission.
    I am just not sure how effective this is since it is dependent on the
    customer actually reading and then saving as requested.
    Thank you for the suggestion though.
  • Profile Image
    Answered on October 06, 2017 at 03:12 PM

    IMHO, you've done your part as the seller. The burden of proof will have to come from the side of your customers given that all the details they need are readily available to them. I understand some customers may not actually read and save the ID but what's important is for you to have your own copy of it that will serve as your proof for the transaction.

    So, another recommendation is to include the Unique ID to your Email Notification as well. Or perhaps add another Email Notification that will serve as a copy of the Autoresponder that they should have received.

    Another thing you can try is include it on the Thank You page of your form so they would see it twice - Once on the Thank You page and another through the Autoresponder email they received.

  • Profile Image
    Answered on October 06, 2017 at 03:43 PM
    Very good idea. Thank you!