If you're using the iService credit memo approval process, you might receive an approval request via email. The request will be customized for your organization, but will include a link to an approval form. The link will include the interaction ID of the request, which will be passed into the approval form. The approval form includes buttons for "Approve Credit" and "Reject Credit". To accept the request, just click the Approve Credit button. To reject the request, click the Reject Credit" button and enter a short explanation for your denial.
An example credit memo approval page
If you receive a request to approve a credit memo, the credit memo ticket has been assigned to you. The approval form will only accept approval from the iService agent that is assigned to the request. In most cases, clicking the link will load the form with the appropriate buttons. There are scenarios, however, where you may not be able to approve or reject the request. These are described below.
To load a request in the approval form, the ticket must be assigned to you. It's possible for the request to be reassigned to another agent, either on purpose or by mistake. When you load the approval form for a ticket that is not assigned to you, you will receive a message indicating it's assigned to someone else.
Workaround - credit memos can be approved from the standard iService interface by agents that have the appropriate access rights. You can locate the credit memo request in the manage messages page, and use the Get This button to assign it to yourself. Or, you can have another iService agent that has appropriate access rights update the assignment for you.
This is similar to the scenario above, but occurs when the ticket is unassigned. If you received an email requesting you approve a credit memo, the ticket was originally assigned to you. There are several ways, however, for a ticket to be unassigned. If you load the approval form for a ticket that is not assigned to any agent, you will see this message.
The credit memo is not assigned to anyone currently.
Workaround – if you're certain that the credit memo is appropriate for you to approve, you can locate it within iService by searching for the interaction ID or finding it in the manage messages page. The ID of the interaction is shown in the URL of the approval form.
Credit memo requests can only be approved once. If someone else has approved the credit memo, or you already approved it and are loading the page for a second time, you will receive a message that the credit memo has already been resolved.
Workaround – If the request was resolved by mistake, you may need to submit a new request with an updated order number.
You will generally load the approve credit memo page by clicking a link within your notification email. That link will include the interaction ID of the request. If that ID is not loaded properly in the URL, iService might attempt to load a different interaction that is not marked as a credit memo. In those cases you will receive a message that the ticket isn't a credit memo.
Workaround – you should double check the interaction ID loaded in the URL of your browser when this occurs. You can find the interaction ID using the iService search page.
If you're using the iService credit memo approval process, you might receive an approval request via email. The request will be customized for your organization, but will include a link to an approval form. The link will include the interaction ID of the request, which will be passed into the approval form. The approval form includes buttons for "Approve Credit" and "Reject Credit". To accept the request, just click the Approve Credit button. To reject the request, click the Reject Credit" button and enter a short explanation for your denial.
Ticket assigned to someone else