Egenverk Customer Hub · Documentation
Getting started
Egenverk Customer Hub is a WooCommerce plugin for withdrawals, returns and complaints. Customers withdraw from purchases and file complaints in My Account or as guests, and your team handles the cases in a console of its own in wp-admin. In the WordPress plugin list it is called Customer Hub for WooCommerce.
The plugin ships with a Swedish translation. Menu, setting and button names are given here as they appear in the English interface.
Requirements
- WordPress 6.2 or later
- PHP 7.4 or later
- WooCommerce 7.0 or later (tested up to 9.8). Supports HPOS (WooCommerce's own order tables).
- Optional: Egenverk Shipping for return booking, QR codes and tracking with DSV (formerly DB Schenker). Without a carrier adapter the withdrawal flow still works, with manual return instructions.
- Optional: your own Postmark account if customers should be able to reply straight to your emails.
- Optional: your own API key from OpenAI or Anthropic for the AI advice in the console.
If WooCommerce is missing, the plugin shows the notice "Customer Hub for WooCommerce requires WooCommerce to be installed and active." and does not start.
Install
- Get the plugin: contact us.
- Put the
wc-customer-hubfolder inwp-content/plugins/. - Activate Customer Hub for WooCommerce under Plugins.
Activation creates the plugin's own database tables.
First step: the guest pages
Signed-in customers get the withdrawal flow under the order in My Account and complaints under Complaints, with no shortcode. Guests need two pages of their own, one per shortcode:
[wcch_withdrawal_form]
[wcch_claim_form]
- The page with
[wcch_withdrawal_form]is the guest withdrawal page: the customer enters the order number and the billing email and then reaches the form. Select the page under Customer Hub → Settings → Overview & general → Guest withdrawal page. The Create default page button creates a ready page, "Withdraw purchase", and selects it. - The page with
[wcch_claim_form]is the guest complaint form. The plugin finds it by the shortcode.
Put the shortcodes on separate pages. Both forms run the same lookup on order number and email, and on a shared page a failed attempt in one form can show the other.
Site-wide footer link (under Appearance → Buttons & links) is on from the start and adds a link to the withdrawal page on every storefront page. With Footer link placement you pick one of the theme's footer hooks instead of the very bottom of the page. To put the link in a menu, add the withdrawal page as a custom link under Appearance → Menus.
Check the overview
Open Customer Hub → Settings. The overview at the top shows whether a carrier is connected, whether the guest page is published, which booking mode applies (Booking: automatic or Booking: manual) and whether any bookings have failed. Go through it before you let customers in.
The admin menu
Everything lives under the Customer Hub menu:
| Page | Contents |
|---|---|
| Withdrawals | Withdrawal cases and returns, with queues, search, bulk actions and CSV export. |
| Complaints | Complaints with attachments, conversation and AI advice. |
| Agent desk | Customer and order search, a customer overview, cases and staff chat, for those with access. |
| Return analysis | Sales against returns, return rate and reason per product. |
| Inbound e-mail | Incoming email that could not be matched to a case (requires Postmark). |
| E-mail queue | The queue for the plugin's outgoing email, with the queue's own settings. |
| Settings | All settings, in sections. |
Every page except Agent desk requires the capability to manage WooCommerce. Agent desk is governed by Access mode, Roles and Users under Settings → Agent desk; by default the administrator and shop manager roles are let in, and anyone let in must also be able to edit orders.
The settings are split into three groups, with Overview & general on top:
- Withdrawal function: Withdrawal flow, Appearance, Customer texts, Mail & templates
- Complaints: Complaints, AI advice
- Tools: Agent desk, Data, Integrations
Under Data you find Export settings (JSON) and Import settings, to move the settings to another installation.
Next steps
- Withdrawals and returns: the customer's flow, case handling and the return analysis.
- Complaints and AI: the complaint flow, the conversation and the AI advice.
- Data and privacy: what is stored, what is passed on and how to remove it.
- Troubleshooting: known problems and what to do about them.
Contact us for pricing.