Prerequisites

While the feature can be technically activated manually, specific prerequisites must be met to ensure accurate calculation of "appeasable" amounts.

Core Requirements

Feature Activation

To begin using the Appeasements feature, you must first enable it within your payment settings. This toggle controls both the functionality and the visibility of the management tools.

Configuration Path

1. Navigate to your Payment Settings : Configuration > Payment > Payment parameters (new version) > Appeasements

2. Enable the toggle.

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Appeasement Integration

Once the feature is toggled ON, a new action button labeled "Create Appeasement" will automatically appear in the Order Details page. This serves as the primary entry point for processing manual appeasement.

Configuration

Sales channels restrictions

You can refine the availability of the Appeasement feature by enabling or disabling it for specific Sales Channels. This allows for granular control over which orders can be processed for manual refunds by customer service teams.

Configuration Logic

• Global Level (Site Config): By default, the setting applied here affects all Sales Channels.

• Sales Channel Level (Override): You can navigate to a specific Sales Channel's configuration to override the global setting.

• Persistence: Toggling the global configuration ON or OFF will not reset or alter any specific overrides previously set at the Sales Channel level.

Setup Process

1. Go to Sales Channel configuration > Select the Sales channel to manage

2. Adjust the toggle to allow or restrict the feature for that channel.

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User Experience & Error Handling

The "Create Appeasement" button remains visible on the Order Details page to maintain UI consistency. However, if a user attempts to create an appeasement for a restricted Sales Channel:

• The "Create Appeasement" button is always visible.

• An error message will be displayed immediately, preventing the process.

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Appeasement Reason Codes

To ensure consistent reporting and clear communication with customers, every manual appeasement must be linked to a specific Reason. These reasons are managed globally and are consistent across all Sales Channels.

Key Principles

• Mandatory Selection: A reason must be selected to validate the creation of an appeasement. It cannot be left empty.

• Global Scope: Unlike feature activation, the list of reasons is shared across the entire site. There is no Sales Channel-specific override for reasons.

• Localization: Reasons are managed as translation keys, allowing you to provide localized labels for different languages.

Managing Reasons (CRUD)

Configurators can manage the list directly from the Appeasements section in the Back Office:

1. Path : Configuration > Payment > Payment parameters (new version) > Appeasements > Appeasements reasons.

2. Create : Add new reason keys to the list.

3. Edit : Update existing keys or labels.

4. Drag & Drop : Manage the order of the reason list

5. Delete : Remove reasons that should no longer be used (Note: this will not affect historical data).

Default Reason Set

The system comes with a set of standard reasons to get you started:

Order Status Restrictions

To align with your business workflows, you can restrict the creation of appeasements based on the Order Status. This ensures that customer service agents can only issue refunds when an order has reached a specific stage (e.g., "Dispatched" or "Delivered").

Configuration Details

• Global Scope : Unlike feature activation, status restrictions cannot be overridden by Sales Channel. The rules are the same for the entire platform.

• Location : A new configuration line within the Appeasements section of the Back Office.

• Selection : A multi-select dropdown allows you to pick one or multiple valid statuses (e.g., dispatched, delivered).

• Default Behavior : By default, all statuses are authorized unless specific ones are selected in the configuration.

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User Experience & Error Handling

Just like with Sales Channel restrictions, the system maintains UI consistency:

• The "Create Appeasement" button is always visible.

• An error message will be displayed immediately, preventing the process.

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Webhook

To ensure seamless synchronization with external systems (such as ERPs, CRMs like Salesforce, or BI tools), OneStock triggers a specific event every time an appeasement is generated in the Order Management System.

Topic: appeasement_created

To know more about it : Technical guide - Appeasements