Legacy platform

Customer service features

A store associate can search for orders and provide the required information to the customer who arrives at the store.

The store associate can provide product related information, view and modify draft and confirmed orders. Additionally, the store associate can cancel an order, if it is not already shipped or the products in the order are not already included in the shipment.

The store associate can search for an order and view its status, edit a draft order, or cancel the order. The store associate can search for the order directly by scanning the order receipt or entering the order number. However, if the required order information is not available, the store associate can use customer's details such as name, contact number, payment method, and so on to identify the customer and in turn view the orders placed by the customer. Once the order is identified, the store associate can view the order details and perform appropriate tasks.

Sometimes, a customer might arrive at a store looking for a specific product. The store associate can browse the product catalog to identify the product that the customer wants to purchase and create an order using the order capture feature. However, if the customer decides to purchase the product later, the store associate can save the order as a draft order. Such draft orders can be searched, updated, and confirmed later when the customer returns to the store to purchase the products.

Sometimes, a customer might arrive at a store requesting the cancellation of a confirmed order. If the order is not already shipped, the store associate can search for the order and cancel the order by providing appropriate cancellation reason. Further, comments may be added mentioning why the order was canceled.

The store associate can also view the existing comments on an order, which were either automatically logged or added by another store associate. Any order-related information can also be added in the form of comments.

Sometimes, a customer might return to the store seeking changes in a confirmed order. For example, the customer might want to increase the number of shirts in an order, decrease the number of shorts, cancel a pair of shoes, change the color of baskets, or add a pair of socks to the order. In all such scenarios, the store associate can update the order appropriately, collect the due payment or provide a refund and fulfill the order.

During a purchase at a store, a customer might request for a change in the shipping address for an orderline or the whole order. In such cases, a store associate can easily search for the order and edit the order to update the shipping address as per customer's needs. Similarly, the customer might want to change the store from where the product could be picked up or the customer might want the products to be shipped to a location instead of picking them up from a store. In all such scenarios, the store associate can change the pickup store or change the fulfillment method appropriately. A customer might want to use a coupon or promotion code to avail discounts on an order. In such cases, the store associate can apply coupons to the order and update the order total accordingly. Similarly, a store associate can also remove a coupon or promotion code that is already applied to the order.

While modifying an order, the store associate can also share the product details with the customer through emails.

At times, customers can be unsatisfied with an order or specific products in the order. In such situations, the Customer Appeasement feature of the application provides a store associate with ways to improve the situation, with the goal to satisfy or appease the customer. For example, if a customer is unhappy about an order being delayed, the store associate can choose to offer a 10% discount to be used on a future order with the intention to appease the customer and retain the sales.