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Customer problem reports

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Customers can tell you about a problem with something they rented straight from their account: a flat tyre, a part that is missing, a machine that stopped. The report becomes a ticket on your board, and the customer gets a reference to quote.

What the customer sees #

On a rental order’s page in My Account > My Orders, the customer finds Report a problem with this rental. It works on Luma and on Hyvä.

The Report a problem with this rental form on a customer's order page: which item (Electric Mountain Bike, unit EB-04), what happened (Not working), a description that the motor cuts out on hills, one photo, and How should we contact you? set to By phone with a number, above the Send report button
(1) The item, down to the unit when the rental sent serial numbers. (2) What happened, from your problem list. (3) Photos, up to the number you allow. (4) How the customer wants to be contacted.
  1. Which item? The customer picks the item, or the exact unit when the rental sent serial numbers.
  2. What happened? One of your problems from the problem list.
  3. Tell us more (optional), and photos (you choose how many, up to ten).
  4. How should we contact you? By email, by phone (with a number) or no need to contact them.
  5. Send report. The page answers “Thanks, your reference is MT-96. We have emailed you a copy and will look at it soon.”

The customer gets the email “We received your report” with the reference. Below the form they see the state of their earlier reports: Received, Being looked at or Closed.

What you see #

The report opens a ticket in status Reported, from the source “Customer report”. The managers get the email “Customer report”.

A reported ticket does not keep stock out until someone confirms it, so a report never takes a unit off the calendar on its own. Click Confirm report at the top of the ticket when you have checked it: the ticket becomes New and starts to block. While the unit is still out on the rental, the block starts at the rental’s end.

If the unit is already on an open ticket, the report is added to that ticket as a customer comment instead, and the customer is told so.

A ticket in status Reported for stand-up paddle board SUP-07: the Stock card says it is not blocking stock, the description holds the customer's words about a deep scratch, the Customer card shows the order and how the customer wants to be contacted, and the Confirm report button is at the top
(1) Reported: not blocking stock until someone confirms it. (2) What the customer told you. (3) The customer and their rental. (4) Confirm report.

Settings #

Under Rentals > Maintenance Setup > Settings, in Customer problem reports:

  • Customers can report a problem: on or off. Off hides the form.
  • Photos per report: 0 to 10 (0 hides the photo field).
  • Email managers about a customer report, and the email templates used.

The problems the customer can choose from are your Problem list.

Only the customer who placed the order can report on it, and only for its rental lines.

Privacy #

When a customer is deleted in Magento, their name, words, contact details and photos are erased from the tickets. The tickets themselves stay as your record of the item’s repairs.

For developers #

A headless storefront can send the same report with the GraphQL mutation reportRentalProblem and read rental_problem_reports on CustomerOrder. See Maintenance Tickets in GraphQL.

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