Returns, credits and disputes: the case arrives prepared, reason already found
"Two cases were missing from Tuesday's delivery." A return is an order in reverse: you have to find the delivery, the account, the lines concerned, the reason, and decide. Superba does the searching and prepares the case; your team decides.
3 to 5 orders are enough · results shown on a video call · no commitment
What Superba reads
Complaints, as they arrive
- "2 cases missing" or "the bags arrived split", by text, WhatsApp or email, sometimes with a photo
- A credit request after a price or quantity mistake
- A product that is not as ordered, or a roast date too old
- An invoice rejected by the customer because it does not match what was delivered
- A dispute that drags over several messages, grouped in a single case
What Superba does
Four steps before your team decides
Step 1
It finds the original order
By the account, the date, the items mentioned. The return case opens with the order, the delivery and the invoice concerned.
Step 2
It qualifies the reason
Missing, breakage, picking error, price error, not as ordered, delay: the reason is classified, and the attached photo is linked to the case.
Step 3
It prepares the right document
Return, partial or full credit memo, or documented dispute: the document is created as a draft in your ERP, on the right lines and quantities.
Step 4
It writes the reply to the customer
An immediate acknowledgement, then the final answer once the decision is made, in your tone, from your mailbox.
What is left for the order desk
The decision, and nothing else
Grant the credit or not, ask for the goods back or let the customer keep them, make a goodwill gesture: every case waits for a human decision. Superba never credits a customer on its own. Your team validates, and the rest follows.
Example
Two cases missing, with a photo
What comes in
Mission Street Bakery · Text · 11:30 am
"Hi, 2 cases of cold brew were missing from this morning's delivery, photo of the slip attached"
What Superba makes of it
- Today's order found: 5 × Cold brew, case of 12 ordered, delivery slip signed for 3
- Reason qualified: missing at delivery. Photo linked to the case
- Credit memo for 2 × Cold brew prepared in the ERP, acknowledgement sent to the customer at 11:31 am
- Order desk: credit validated, or redelivery scheduled on tomorrow's route
The case stayed open until the team decided. The customer's follow-ups landed inside it.
Pricing
What a case costs
- Qualified return or credit
- $5.50 per case
- Documented dispute
- $11 per case
- Complaint with no follow-up, or rejected case
- $0
Billed per case, not per message: ten follow-ups on the same return count once. Prices in US dollars at an indicative rate; invoices are issued in euros.
See the full pricing →FAQ
Frequently asked questions
No, never. The credit memo is prepared as a draft in your ERP; it only becomes final after your team's click. A goodwill gesture stays a human decision.
It links it to the case and reads it: a signed delivery slip with a crossed-out quantity, a damaged case. It helps qualify the reason and stays available for your team and for the carrier.
Superba documents the dispute: order, delivery slip, photo, timeline of messages. Your team has a complete file to pass to the carrier or the insurer. The claim itself remains yours to file.
Per case. A qualified return or credit, a documented dispute. A complaint that leads to no document costs nothing.
Send us 3 to 5 complaints from your customers: you will see the case prepared, reason included.
3 to 5 orders are enough · results shown on a video call · no commitment