Customer Service

Overview

The Customer Service tab is where all Customer Service Agents and Supervisors will be working. They will have access to the different functionalities such as creating returns or appeasements which is given through the “Permissions” tab.

Admin menu

Admin Menu

Benefits

  • Easy to track the post sales actions
  • Flexibility- process alignment

Permissions

Permissions are based on roles. There is fully control about the actions available for an specific role and also, the possibility to define the stores available for an specific role. Additionally, you can change the Time Zone for an specific user.

Go to the System Permissions in the System User Guide section in order to configure the permissions.

Customer Service Orders

On the left menu, click on the Customer Service icon “Orders”. This will take you to the Customer Service section of the OMS where you will access the queue of orders of the customers that have to be contacted by the Customer Service team and will be able to do all the required tasks.

Customer Service access:

Customer Service access

The information shown in the order table is the following:

  • ID
  • Purchase point (store)
  • Purchase date (date in Front End)
  • Bill to
  • Ship to
  • Status
  • Grand Total (Including Taxes and Shipping)

Customer Service Order information:

Customer Service Order information

Users will be able to search for orders by:

  • Client order reference
  • Client Name
  • ZIP/ Postal Code
  • Shipping Address
  • From date (order created)
  • To date (order created)
  • Billing Address
  • Email
  • Telephone
  • Appeasement Status (requested, pending release, release, cancelled or any)
  • Return Status (requested, approved, cancelled or any)
  • Order Type (all order types, normal orders, exchange or reshipment)

Once the terms of the search have been selected, the user should apply these filters by clicking the button “Apply”.

Apply Button:

Apply Button

If there is only one result you will go to that specific order, if there are more than one you‘ll have the list of orders.

Users can reset the search by clicking the button “Reset”.

Reset Button:

Alt Text

Order Details

When searching for a particular order the Admin will automatically open the Order Detail Page. This view has four different sections:

  • Actions
  • Order Information Details and Item Snapshot
  • Post Sales Actions (actions after the checkout process)
  • History & Comments

Actions and Post Sales Actions will be explained in next chapter.

The order details will help the customer service agent to identify if it was some error during the checkout process and gather the following information:

Order information

  • Order ID
  • Origin Date
  • Store
  • Language
  • VAT country
  • Customer ID
  • Customer Type
  • Order Type

Shipping

  • Shipping Address
  • Shipping Method

Billing and Payment

  • Billing Address
  • Payment Method

Items

It is a snapshot that shows:

  • Line number
  • Image
  • Item
  • Original Price
  • Discount
  • Line without taxes
  • Taxes
  • Line Total
  • Status

Order Details:

Alt Text

History and comments

Finally, in the section history and comments is possible to trace all the events, in chronological order, that affects an order like: customer email notifications, warehouse communications, payments activities, comments, etc.

History and comments:

History and comments

Actions

From the Order Detail page where CS agents and users will be able to perform Post sales and CS actions:

Customer Service Actions:

Customer Service Actions

Confirmation

This activity will be recorded under this functionality but also in the Order History section. When resent, an additional line will appear with your user under “Who“ Note: EEMS is our email service provider = emails sent automatically

New Exchange

Definition

The exchange process allows for a user to make a clone of one or more order lines from an order, into a new order. This exchange order will be created, but no payment will be taken for it (the original items can be returned to the warehouse and such return won’t generate a refund).

There are some constraints around which products can be used for an exchange;

  • Line items can only be exchanged for other products which are in the same style as the original product - they must be fellow child SKU’s of the same parent SKU.
  • The exchange product must have inventory available in the relevant sales channel upon which the order was originally placed.

An Exchange creates a new order with the new item to be exchanged for the one in the original order. Once the new order is created it will be identified by the suffix “E”

Steps

  • Select “New Exchange” in the Order Detail page
  • Select the item you want to exchange
  • Select the new item in the “exchange for” section
  • Click the “Create exchange” button

New Exchange:

New Exchange

Once the Exchange is created a message will be shown in the original order warning agents that a return is pending for that line/item.

New Reshipment

Definition

It is a clone of an existing order for which no payment is used. Reshipments should be used when the ordered items are lost and the customer has not received them or are received damaged. Customer service will be able to request a new shipment of the item free of charge for the customer. Once the new order is created it will be identified by the suffix “R”.

Steps

  • Select “New Reshipment” in the Order Detail page
  • Select the item you want to reship
  • Click the “Create reshipment” button

Note: the agent will have the ability to change the shipping method and address from the original order. Please, note that the new address will not be validated

Reshipment link:

Reshipment link

You can always track the original order in the History and Comments section.

Reshipment History And Comments:

Reshipment History And Comments

New Appeasement

Definition Special Refunds or Appeasements can be created in Admin for the total or partial amount of an item. Refunds/Appeasements are created at line level and over the Net amount.

Steps

  • Select “New Appeasement” in the Order Detail page
  • Select the item you want to refund
  • Indicate the Refund Amount
  • Select the Refund Reason
  • Leave a comment
  • Click the “Create appeasement” button

New Appeasement Steps:

New Appeasement Steps

Note: when a partial amount is refunded, the next time a refund is created for the same line (item) it will only allow you to refund what is left after the first appeasement and it will be indicated under Refund Amount

Confirmation

Special Refunds or Appeasements information appear under the Postsales actions section in the order detail page, including the user that has created the refund.

New Appeasement Confirmation:

New Appeasement Confirmation

New Return

Steps

  • Select “New Return” in the Order Detail page
  • Select the item you want to return
  • Select the return reason
  • Leave a comment (Comments are mandatory)
  • Click the “Create Return” button

New Return Steps:

New Return Steps

Confirmation Line will appear with Status “Returned” and the Post Sales Actions information will be updated to “Approved”

Return Confirmation:

Return Confirmation

Available Sources List to Return By default the product will be returned to the source where the order item was delivered. If you want the users to be able to return it to a different source, you must enable it through the configuration: “Postsales/Sourcing strategy/enabled”. After enabling it, you will see a new column “Returned To” with a dropdown list of available sources.

Return_DropDown_Source List

In order to enable the sources that could receive returns, visit the Backoffice sources section and check the capabilities checkbox “Accepts Returns?”:

Return_Backoffice_Source_Section

Returns Approval – Manual approval of returns Returns will require manual approval from a CS Agent with the appropriate permissions if the item returned does not reach the warehouse. When a line has been selected for return it will be available for approval in the Postsales section under status “requested”.

Return Approval:

Return Approval

Upon confirmation that the return can be approved, the CS Agent will go to the order Postsales tab and click on “Approve return”. This will automatically generate the refund request to the customer and the status will change to “approved”.

Approve Return Button:

Approve Return Button

Return Approval confirmation:

Return Approval confirmation

Cancel Order

Definition

Cancellations can be made for the full order or for a particular item and they can only be done when the order is in “Order Review”. Otherwise it will have to be cancelled in the Warehouse.

Steps

  • Select “Cancel Order” in the Order Detail page
  • Select the item if cancelling by item
  • Choose whether to “cancel full order” or “cancel selected lines”

Cancellation Steps:

Cancellation Steps

You can always track who cancelled the order, what time and also check that one email notification was sent to the customer.

Cancellation History And Comments:

Cancellation History And Comments

New Order Comment

Definition

A comment is just a note placed by the Customer Service agent to describe something relevant for the order. They are free text stored into the system to reflect 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.

Steps

  • Go to the bottom of the Order Detail page
  • Write a comment into the text area
  • Click the “Save Comment” button

Order Comment:

Order Comment

You can always track the comments placed in the History and Comments section.

Order History And Comments:

Order History And Comments