Pro-A-Motors / Sales and customer experience · Website to warehouse
Customer returns, from request to resolution.
A return crosses the customer, sales office and warehouse. The custom workflow keeps evidence, eligibility, approval, physical arrival and resolution connected while allowing each team to own its decision.
Open the secure customer request→Select eligible items and explain the issue→Review and request only what is missing→Record the decision and send instructions→Receive, verify, and close the outcome
The working interface
See it in use.
Explore 2 real views of this workflow. Select a task, show every screen, or enlarge an image to read the original controls.
Inspect the selected item and return quantity beside its cost.
Record packaging direction and office resolution in their own fields.
Keep office assessment separate from the later warehouse inspection.
Actual Pro-A-Motors interface captures. Private identities and contact details are covered or outside the crop; screen data has not been replaced.
What improved
Give customers, office staff and the warehouse one return story.
The business problem
Returns are customer communication, sales context, evidence review, policy, inventory movement, and resolution at the same time. The workspace was created so those handoffs do not become separate stories.
What we changed
The return workspace carries customer evidence, office decisions, packaging instructions and warehouse inspection through distinct stages.
What the team can do now
The customer gets a guided request and clear follow-up. The office gets an operable review. The warehouse receives the approved decision and closes the loop.
Read the actual screen
A submitted return still needs an office decision.
The return is Submitted, the visible task is Review Submission, and the workspace reports Office Action Needed with 14% workflow completion.
Request
Submitted
Current step
Review Submission
Owner
Office Action Needed
Progress snapshot
14%
What the screen shows
The current-step panel explains what is happening now and what the office should do next. Submission is distinct from approval and warehouse receipt.
What the team does next
Review the selected items and evidence, request what is missing, and use the dedicated decision fields before sending instructions.
What the next team receives
The customer gets a specific next action, and the warehouse receives the eventual approved scope and instructions.
The scope of the system
Decisions this system handles.
A return crosses the customer, sales office and warehouse. The custom workflow keeps evidence, eligibility, approval, physical arrival and resolution connected while allowing each team to own its decision.
A customer starts a request
Carry the original sale into the request and collect eligible items, quantities, reasons and photos.
The next handoff Office review starts with the sale and item evidence together.
An item needs more evidence
Ask for the missing photo or explanation against that specific item.
The next handoff The customer gets a precise follow-up instead of restarting the request.
The office can decide
Record the approved quantity, resolution and packaging or return instructions.
The next handoff Customer and warehouse receive the same agreed next step.
The returned item arrives differently than expected
Keep warehouse inspection distinct from the office assessment and record the intake issue.
The next handoff Resolution remains tied to what physically arrived.
These paths describe the implemented workflow. The captures show specific existing records; they do not demonstrate every branch being executed.
Compare the separate inbound receiving workflow: another example of expected versus received quantities.
How the work moves
Follow the work from one decision to the next.
01
Open the secure customer request
The link carries the original sale and customer context into a focused website form.
02
Select eligible items and explain the issue
Delivered quantities, reasons, condition answers, descriptions, and photos form one submission.
03
Review and request only what is missing
The office works through explicit stages and can ask for a specific photo tied to a specific item.
04
Record the decision and send instructions
The customer receives the approved quantity, method, packaging direction, and next action.
05
Receive, verify, and close the outcome
Warehouse intake and any issue remain attached to the return until the resolution is complete.
Build notes and background
Ecommerce UXSales operations
Make the exceptions part of the workflow.
Submission is not approval
Customer progress, office review and warehouse intake are separate responsibilities.
Evidence belongs to the item
Follow-up should identify the specific item and missing photo or explanation.
Office assessment is not receipt
The decision workspace explicitly separates the office assessment from the warehouse’s actual arrival inspection.
Existing records are shown as captured. Private identities are covered or outside the crop. No business records were changed for this collection. Implementation history supports behavior beyond the visible screen; a still image is not an end-to-end test or a measured productivity result.
A custom website and back-office workflow built on Odoo sales, customer, delivery, inventory, and portal foundations. Toro designed and implemented the return-specific customer experience, review process, evidence handling, and cross-team operating flow described here.
