Comment Block in Timeline

What is Comment Block in Timeline?

The Comment Block feature allows merchants and staff members to add notes, observations, and documentation directly to the request timeline. Each comment is timestamped and attributed to the user who created it, providing a complete history of all interactions and decisions related to a return or exchange request.

1. 1Comments appear chronologically in the request timeline
2. 2Each comment shows the author and timestamp
3. 3Staff can add context, notes, and important information
4. 4All team members can view the comment history
5. 5Comments remain permanently as part of the request record
6. 6Helps maintain continuity when multiple staff handle the same request

Supported Comment Types

The Comment Block currently supports multiple types of content, with additional formats coming soon.

• ✍️ Text - Fully supported (available now)
• 🖼️ Image - Coming soon
• 📎 Attached file - Coming soon

Better Collaboration Between Staff and Users

Comments enable seamless collaboration across your team, ensuring everyone has access to the same information and context.

• Multiple staff members can contribute to the same request
• New team members can quickly understand request history
• Customer service can document customer conversations
• Managers can provide guidance and approvals
• Warehouse team can note condition of returned items
• Accounting can document refund processing details

More Transparent Communication for Each Request

Every action, decision, and communication is documented in a single, chronological timeline, making it easy to understand what happened and when.

• Clear record of all decisions made
• Documented reasoning for exceptions or special handling
• Customer requests and merchant responses tracked
• Internal discussions visible to authorized staff
• Quality control observations documented
• Dispute resolution history maintained

Improved Traceability with All Notes, Images, and Files Stored in One Place

All documentation related to a request is centralized in the timeline, eliminating the need to search through emails, notes, or separate systems.

• Complete audit trail for compliance and quality control
• Easy reference for similar cases in the future
• Documentation for dispute resolution
• Training material for new staff members
• Performance tracking and quality metrics
• Historical data for policy improvement

Step 1: Open the Request Timeline

Navigate to the return or exchange request where you want to add a comment.

1. 1Go to the Management section in Returndotai dashboard
2. 2Locate the return or exchange request you want to comment on
3. 3Click on the request to open the details page
4. 4Scroll to the "Request Timeline" section
5. 5The timeline shows all events in chronological order

Step 2: Click "Add Comment"

Initiate the comment creation process by clicking the "Add Comment" button.

1. 1Look for the "Add Comment" button in the timeline section
2. 2Click the button to open the comment input interface
3. 3A comment form or text area will appear
4. 4The interface is ready for you to enter your comment

Step 3: Enter Text, Upload Image, or Attach File

Add your comment content using one or more of the available input methods.

1. 1Enter text in the comment field:
2. 2 • Type your note, observation, or message
3. 3 • Use clear, professional language
4. 4 • Include relevant details and context
5. 5 • Tag specific items or issues if applicable
6. 6Upload an image (Coming soon):
7. 7 • Click the image upload button
8. 8 • Select image from your device
9. 9 • Preview the image before saving
10. 10Attach a file (Coming soon):
11. 11 • Click the file attachment button
12. 12 • Select file from your device
13. 13 • Supported formats will be listed

Step 4: Save to Update the Timeline

Save your comment to add it to the request timeline permanently.

1. 1Review your comment for accuracy and clarity
2. 2Click the "Save" or "Add Comment" button
3. 3The comment is added to the timeline immediately
4. 4You'll see your comment appear with:
5. 5 • Your name as the author
6. 6 • Current timestamp
7. 7 • The comment content
8. 8All authorized staff can now view the comment
9. 9The comment is permanently part of the request record

Documenting Customer Communication

Record phone calls, emails, and chat conversations directly in the timeline for complete context.

1. 1After a phone call with the customer:
2. 2 • Add comment summarizing the conversation
3. 3 • Note customer requests or concerns
4. 4 • Document promises or commitments made
5. 5 • Include customer preference or special instructions
6. 6When receiving customer emails:
7. 7 • Copy key information into a timeline comment
8. 8 • Reference the email date and subject
9. 9 • Note any follow-up actions required
10. 10For live chat interactions:
11. 11 • Summarize important points discussed
12. 12 • Document resolution or next steps agreed upon

Internal Staff Notes and Collaboration

Share observations, questions, and guidance between team members working on the same request.

1. 1Customer service to warehouse:
2. 2 • "Customer mentioned item was damaged in transit - please inspect carefully"
3. 3 • "Rush processing needed - customer leaving for vacation"
4. 4Manager to staff:
5. 5 • "Approved exception for this loyal customer"
6. 6 • "Please process refund as store credit per our policy"
7. 7Staff to staff:
8. 8 • "Spoke with customer - they prefer exchange over refund"
9. 9 • "Waiting for customer to ship item back"

Quality Control and Inspection Notes

Document the condition of returned items and quality control observations.

1. 1Warehouse inspection findings:
2. 2 • "Item received in original packaging, unused"
3. 3 • "Visible wear on product - appears to have been used"
4. 4 • "Tags removed but item is in new condition"
5. 5Quality issues noted:
6. 6 • "Confirmed manufacturing defect on seam"
7. 7 • "Color discrepancy matches customer photo"
8. 8Restocking decisions:
9. 9 • "Item approved for resale"
10. 10 • "Item marked as damaged - not suitable for resale"

Documenting Exceptions and Special Cases

Maintain a clear record of why exceptions were made and who authorized them.

1. 1Policy exceptions:
2. 2 • "Approved late return due to customer hospitalization (Manager: John)"
3. 3 • "Waived restocking fee for VIP customer"
4. 4Special handling:
5. 5 • "Customer damaged item - issued goodwill refund for retention"
6. 6 • "Accepted return without receipt based on purchase history"
7. 7Dispute resolutions:
8. 8 • "Escalated to management - resolved with partial refund"
9. 9 • "Customer accepted store credit instead of refund"

Tracking External Actions and Status Updates

Document actions taken outside the system or status changes not automatically captured.

1. 1Shipping and logistics:
2. 2 • "Customer confirmed they dropped off return package today"
3. 3 • "Package delivered per tracking - awaiting warehouse processing"
4. 4Payment processing:
5. 5 • "Refund manually processed in Shopify - see order #12345"
6. 6 • "Contacted payment processor to expedite refund"
7. 7Third-party coordination:
8. 8 • "Contacted manufacturer for warranty claim"
9. 9 • "Shipping label sent via email per customer request"

Writing Effective Comments

Be clear and concise - Get to the point while including necessary details

• Use professional language - Comments may be referenced in disputes
• Include dates and times when relevant - "Customer called at 2 PM EST"
• Tag or reference specific items when discussing multiple products
• Use consistent formatting - Makes comments easier to scan and read
• Avoid abbreviations that others might not understand
• State facts, not assumptions - "Item appears used" vs "Customer definitely used this"

When to Add Comments

After every customer interaction (phone, email, chat)

• When making decisions that deviate from standard policy
• When warehouse inspection reveals important information
• Before and after escalations to management
• When coordinating with other departments or external parties
• To document reasons for delays or extended processing times
• When customer provides additional information not captured elsewhere
• To provide context for future reference or similar cases

Privacy and Security Considerations

Never include sensitive personal information (full credit card numbers, SSN)

• Avoid including customer passwords or account credentials
• Be mindful that comments are visible to all authorized staff
• Use professional tone - comments are part of permanent record
• Don't include information that could violate customer privacy
• Follow your company's data protection and GDPR policies
• Consider that comments may be used in legal proceedings or disputes

Using Comments for Team Coordination

Tag team members by name when they need to take action

• Set clear expectations: "Warehouse: please inspect and report back by Friday"
• Acknowledge previous comments: "Per Sarah's note above, I've approved the refund"
• Close the loop: "Update: Customer confirmed receipt of refund"
• Use consistent keywords for easier searching (URGENT, APPROVED, DENIED)
• Document handoffs: "Passing to John in accounting for refund processing"

Understanding the Timeline View

Comments appear in the timeline alongside automatic system events, creating a complete chronological history.

1. 1Timeline shows events in reverse chronological order (newest first)
2. 2Each comment displays:
3. 3 • Author name and role/department
4. 4 • Date and time the comment was added
5. 5 • The comment content (text, images, files)
6. 6 • Edit indicator if comment was modified
7. 7System events appear with automatic timestamps
8. 8Comments are visually distinguished from automatic events
9. 9All authorized staff can view comments
10. 10Timeline can be filtered to show only comments (if available)

Editing and Deleting Comments

Depending on your permissions and settings, you may be able to edit or delete comments you've created.

1. 1Check if your role allows comment editing
2. 2Look for edit/delete icons next to your comments
3. 3Click edit to modify the comment content
4. 4Edited comments may show "Edited" indicator with timestamp
5. 5Deleting comments (if allowed):
6. 6 • May require manager approval
7. 7 • Deleted comments might remain in audit logs
8. 8 • Consider adding a new comment instead of deleting
9. 9Some systems prevent deletion to maintain audit trail

🖼️ Image Support (Coming Soon)

Upload photos directly to timeline comments to provide visual documentation.

• Upload product condition photos
• Share screenshots of customer communications
• Document packaging or damage visually
• Attach proof of delivery or shipping labels
• Include photos from customer submissions
• Visual evidence for quality control and disputes

📎 File Attachments (Coming Soon)

Attach documents and files to provide supporting documentation.

• Attach PDFs of invoices or receipts
• Include warranty documentation
• Upload inspection reports or checklists
• Attach customer correspondence (emails, letters)
• Include shipping manifests or tracking documents
• Store compliance or quality control forms

Other Planned Enhancements

Additional features under consideration for future releases.

• @mentions to notify specific team members
• Comment templates for common scenarios
• Search and filter comments by keyword or author
• Export timeline with comments for reporting
• Comment notifications to relevant staff
• Rich text formatting (bold, italic, lists)
• Private comments visible only to specific roles

Common Issues and Solutions

Key points to understand:

• Cannot see "Add Comment" button: Check your user permissions and role
• Comment not saving: Verify you have internet connection and try again
• Cannot edit comment: You may only be able to edit your own comments
• Comment not appearing: Refresh the page to see the latest timeline
• Character limit reached: Comments may have a maximum length restriction
• Lost comment after error: Type longer comments in a text editor first, then paste

Permission Requirements

If you cannot add comments, check the following.

1. 1Verify your user account has comment permissions enabled
2. 2Check if your role allows timeline interaction
3. 3Ensure you have access to the specific request (not restricted)
4. 4Some organizations limit comments to certain departments or roles
5. 5Contact your administrator to request comment permissions
6. 6Manager approval may be required for comment editing/deletion