Order Comments

Use case

The order comments are thought to have stored into the system a history of communications between customer and CS agent, requests or complains coming from the customer, annotations taken by the CS agent related to a ticket or incident, tracking information of a shipment, and other kind of information relevant for the order traceability and useful notes for possible post actions.
Also the system is able to accept comments from an external third party via API.

Create a new comment

There are different ways to create a new comment for an order:

1.- Using the Customer Service page in the Admin tool (please take a look to the following User Guides section)
2.- Using the API create comment message (please find more information and examples of the magento.sales.order_management.create_comment topic in the Specifications section)

{
    "order_comment": {
        "order_id": "000000304",
        "sales_channel_id": "Luma Gear",
        "created_date": "2018-03-07T06:33:59-08:00",
        "user": "LUMA@demo",
        "comment": "Customer is returning the product, according to ticket#: 162038-101434\r\n\r\nReturn Tracking - USPS - 5556103129300004762202"
    }
}

Get a list of comments

The system allows to show and retrieve all comments created for an order:

1.- Using the Customer Service page in the Admin tool where is able to see the History and Comments (please take a look to the following User Guides section)
2.- Using the API get comments message which returns a collection of order comments (please find more information and examples of the magento.sales.order_management.get_comments topic in the Specifications section)

{
    "order_id": "000000304",
    "sales_channel_id": "Luma Gear"
}

…returning the list of comments placed for that order:

[
    {
        "comment": "Please see ticket #162028-101567",
        "created_date": "2018-03-16T11:15:44+00:00",
        "order_id": "000000304",
        "sales_channel_id": "Luma Gear",
        "user": "LUMA@demo"
    },
    {
        "comment": "Please disregard the other ticket #. \r\n\r\nPlease review the correct one#: 162038-101434",
        "created_date": "2018-03-16T11:16:44+00:00",
        "order_id": "000000304",
        "sales_channel_id": "Luma Gear",
        "user": "LUMA@demo"
    },
    {
        "comment": "Customer is returning the product, according to ticket#: 162038-101434\r\n\r\nReturn Tracking - USPS - 5556103129300004762202",
        "created_date": "2018-03-16T11:18:19+00:00",
        "order_id": "000000304",
        "sales_channel_id": "Luma Gear",
        "user": "LUMA@demo"
    },
    {
        "comment": "We have confirmed the customer was never charged for the order. \r\n\r\nCustomer has already arranged to have the order returned back to us. The package is currently in transit on its way back to the Return Dept. \r\n\r\nCustomers name: Foo Bar\r\nOrder: #000000304\r\nOrder Date: 21/06/2017\r\nReturn Tracking#: 5556103129300004762202",
        "created_date": "2018-03-16T11:20:04+00:00",
        "order_id": "000000304",
        "sales_channel_id": "Luma Gear",
        "user": "LUMA@demo"
    }
]

Interface

To know more about the way that this entities are displayed out of the box in the Magento OM interface, please take a look to the following user guide: Go to the User Guides section