#32402 · INCIDENCIA DEVOLUCIONES ONLINE SANTANDER NEW
ID interno: 10918000010721001
Estado
Cerrada
Prioridad
Normal
Urgencia
Alta
Impacto
Afecta al usuario
Categoría
LS Retail
Subcategoría
Incidencia Online
Tipo
Incidencia
Canal
CAU
SLA
SLA Soporte TIENDAS
Grupo
Brownie (Tiendas)
Site
TIENDAS
Nivel
Nivel 1 - Primera Respuesta
Solicitante
Técnico
Departamento
Tiendas
Request Type
Incidencia
Creado
19/2/26, 14:53
Resuelto
9/3/26, 14:30
Actualizado
11/3/26, 14:56
Asignado
Feb 20, 2026 01:00 PM
Respondido
Mar 9, 2026 03:30 PM
Completado
Mar 11, 2026 03:56 PM
First resp. due
Feb 20, 2026 03:53 PM
Due by
Feb 23, 2026 03:53 PM
Tiempo de resolución
431.6 h
Overdue
SíFirst resp. overdue
SíEscalado
SíReabierto
NoFCR
SíSolicitada cancelación
NoService Request
NoTrashed
NoAsignar técnico
Actual: Sergio Marqués
Descripción
Buenas tardes,
Os escribo por los problemas que estamos teniendo con las devoluciones de Online que realizamos en tienda.
Ya os lo comenté en el mail que envié el martes con el listado de diferencias del inventario, ya que, en los últimos que hemos hecho nos han salido devoluciones que hemos gestionado en tienda siguiendo las indicaciones dadas para ello e igualmente nos han aparecido como negativos tras validar el inventario sin aparecernos como negativos al realizar el conteo. (Ejemplo: Solo tenía 3 negativos en el conteo con la Zebra el lunes al validarlo, y una vez validado me salían 13 negativos que todos correspondían a devoluciones de online).
Os paso un par de ejemplos que nos ha pasado justo en el día de hoy.
Hemos hecho dos devoluciones de pedidos online:
- El primero: Numero de pedido CO0841032, de los artículos
- VESTIDO PUNTO CORTADO CON LENTEJUELAS, W26-0735-002-500 Talla M
- VESTIDO HALTER APLIQUE CUENTAS GRANATE, W26-0790-011-310 Talla M
- El segundo: Numero de pedido CO0847278, del artículo FALDA DRAPEADA ESTAMPADO NEGRO, W26-0618-057-800 Talla M
Una vez realizadas las devoluciones y siguiendo el procedimiento con la Zebra y asignando el estado, he ido a comprobar en nuestro stock si se ha ajustado correctamente, y ninguna de estas dos prendas se nos ha sumado a nuestro stock. Por lo que tengo que hacer ajustes de ello en positivo. (No lo hago todavía hasta que me indiquéis como proceder). Porque, con el nivel tan alto de devoluciones de pedidos online es inviable estar ajustando una a una cada prenda. Además es que no es efectivo cambiar el estado de la Zebra ni asignar un estado porque no sirve para nada…
¿Podríamos intentar solucionar esto?
Nos va a seguir alterando en los inventarios y hace que nunca tengamos correcto nuestro stock.
Quedo pendiente de una respuesta.
Mil gracias de antemano.
Saludos,
Rocío.
Resolución
Hola,
Se llamó a la tienda y se explicó que revisaran el estado de las etiquetas para evitar este tipo de problemas.
Un saludo.
Sergio.
Sergio.
JSON crudo (detalle completo)
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"description": "\n\n\n\n<div lang=\"ES\" style=\"\" class=\"zm_1485091986992883347_parse_1561519448066099718\">\n<div class=\"x_1735422935WordSection1\">\n<p class=\"MsoNormal\">Buenas tardes,</p>\n<p class=\"MsoNormal\">Os escribo por los problemas que estamos teniendo con las devoluciones de Online que realizamos en tienda.</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Ya os lo comenté en el mail que envié el martes con el listado de diferencias del inventario, ya que, en los últimos que hemos hecho nos han salido devoluciones que hemos gestionado en tienda siguiendo las indicaciones dadas para ello e\n igualmente nos han aparecido como negativos tras validar el inventario sin aparecernos como negativos al realizar el conteo. (Ejemplo: Solo tenía 3 negativos en el conteo con la Zebra el lunes al validarlo, y una vez validado me salían 13 negativos que todos\n correspondían a devoluciones de online).</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Os paso un par de ejemplos que nos ha pasado justo en el día de hoy.</p>\n<p class=\"MsoNormal\">Hemos hecho dos devoluciones de pedidos online:</p>\n<ul style=\"margin-top:0cm\">\n<li class=\"x_1735422935MsoListParagraph\" style=\"margin-left:0cm\">El primero: Numero de pedido\n<b>CO0841032</b>, de los artículos</li><ul style=\"margin-top:0cm\">\n<li class=\"x_1735422935MsoListParagraph\" style=\"margin-left:0cm\">VESTIDO PUNTO CORTADO CON LENTEJUELAS, W26-0735-002-500 Talla M</li><li class=\"x_1735422935MsoListParagraph\" style=\"margin-left:0cm\">VESTIDO HALTER APLIQUE CUENTAS GRANATE, W26-0790-011-310 Talla M</li></ul>\n<li class=\"x_1735422935MsoListParagraph\" style=\"margin-left:0cm\">El segundo: Numero de pedido\n<b>CO0847278</b>, del artículo FALDA DRAPEADA ESTAMPADO NEGRO, W26-0618-057-800 Talla M</li></ul>\n<p class=\"x_1735422935MsoListParagraph\"> </p>\n<p class=\"MsoNormal\">Una vez realizadas las devoluciones y siguiendo el procedimiento con la Zebra y asignando el estado, he ido a comprobar en nuestro stock si se ha ajustado correctamente, y ninguna de estas dos prendas se nos ha sumado a nuestro stock. Por\n lo que tengo que hacer ajustes de ello en positivo. (No lo hago todavía hasta que me indiquéis como proceder). Porque, con el nivel tan alto de devoluciones de pedidos online es inviable estar ajustando una a una cada prenda. Además es que no es efectivo cambiar\n el estado de la Zebra ni asignar un estado porque no sirve para nada…</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">¿Podríamos intentar solucionar esto? </p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Nos va a seguir alterando en los inventarios y hace que nunca tengamos correcto nuestro stock.</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Quedo pendiente de una respuesta.</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Mil gracias de antemano.</p>\n<p class=\"MsoNormal\">Saludos,</p>\n<p class=\"MsoNormal\">Rocío.</p>\n</div>\n</div>",
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