Customer service (CS)
Manage customer returns, warranty, repairs, and reviews in one system. Every request links directly to the order, product, and customer — turning after-sales from a “cost” into a competitive edge for retaining customers.
A customer calls the hotline to ask for an exchange → staff note it in Excel → nobody follows up → the customer vents angrily on Facebook. No one knows which request is waiting, who is handling it, or how many times this customer has returned items before.
Every return and warranty request is recorded in the system and tied to the order and customer — no customer voice goes unheard.
Core capabilities
Every return and warranty request shows the original order and customer details right on the request — faster resolution because there is no need to ask for the details again.
Returns & exchanges
Create an exchange / return request by finding the original order by code or keyword, with the reason, product, and quantity. Every request shows the original order and customer details right on the request.
Warranty & repairs
Receive warranty and repair requests by order and product. Update the handling status so you can look it up again when the customer comes back.
Customer reviews & feedback
Collect order reviews and product reviews; customer testimonials live in the Booking module. The store replies right on the review.
Notifications & rewards
Send order notifications via Zalo ZNS and other channels in priority order, with delivery statistics. Earn and redeem points for loyal customers.
Feature deep dive
The full after-sales process — from receiving a request to customer feedback.
Returns & exchanges
Every return request is tied to an order — always traceable to its source.
- Create exchange / return requests by finding the original order by code or keyword
- Link directly to the related order and products
- Track the handling status of each request
- View details, status, and cash flow (for returns) right on the request
Warranty & repairs
Receive requests by order and product, and know which step each one is at.
- Receive warranty / repair requests
- Trace by order and product
- Track handling progress
- Every request records the related customer
Reviews & feedback
Hear what customers say — and reply right away.
- Order reviews and product reviews
- Store replies on order reviews and product reviews
- Customer testimonials for products and services, in the Booking module
Notifications & rewards
Order notifications on the right channel, and points for loyal customers.
- Templated Zalo ZNS messages
- Notifications sent channel by channel in order, with statistics
- Loyalty points: earn points on purchases, redeem by rule
After-sales request lifecycle
From intake to customer feedback — a loop of continuous improvement.
Intake
Create an exchange / return or warranty request by finding the customer's original order by code or keyword.
Link
The request is tied to the order, product, and customer.
Work in progress
Agents handle the request and update its status.
Complete
Close the request and update its status in the system.
Review
The customer reviews the order and products on the website, and the store replies.
Intake
Create an exchange / return or warranty request by finding the customer's original order by code or keyword.
Link
The request is tied to the order, product, and customer.
Work in progress
Agents handle the request and update its status.
Complete
Close the request and update its status in the system.
Review
The customer reviews the order and products on the website, and the store replies.
Scales with every CS operation
From a single small shop to a multi-outlet chain — one unified after-sales process in one system.
Multi-store retail chains
Returns come in at many stores and from online orders. Staff open a request from the original order, handle it through a shared process, and track status in one place.
E-commerce after-sales
An online customer runs into a problem; the CS agent finds the original order, sees the customer details on the request, and resolves it without asking again. Customers can review their order and products on the website.
Warranty-backed product lines
Electronics, equipment, and furniture need warranty and repair requests handled by order and product. Every request keeps its handling status for reference when the customer returns.
Why Oviro customer service?
Oviro CS is not a standalone helpdesk tool — it shares order, customer, and returned-goods receipt data with the other modules. Every return and warranty request shows the original order and customer details right on the request — without opening any other software.
Turn after-sales into a competitive advantage
Returns, warranty, reviews, and notification messages — linked to the order and customer right on the request so agents can resolve issues fast.
