Order Comments

Order comments show a history in the system of communications between the customer and a Customer Service (CS) person in the system. They can include requests or complains from the customer, ticket or incident annotations taken by the CS person, shipment tracking information, and other relevant info needed to trace orders or complete post-sales actions.

The system also accepts comments from an external third party via the API.

Create a new comment

There are different ways to create a new comment by:

  • Adding a comment in the Customer Service view in the Admin. See Customer Service for more information.
  • Using the magento.sales.order_management.create_comment message. See the magento_sales.order_management specification for more information.

    {
        "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 you to show and retrieve all comments created for an order by:

  • Viewing comments in the History and Comments sections of the Customer Service view in the Admin. See the Customer Service topic for more information.
  • Using the order_management.get_comments message in the API to return a collection of order comments. See the magento.sales.order_management.get_comments specification for more information.

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

And 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