What’s New

In June 2018, Skava released version 7.5 of its Commerce platform. The Customer Service Representative (CSR) microservice was impacted in the following ways with the 7.5 release:

• Accessing the Customers (User) and Order Management System (OMS) microservices through a Store has been discontinued. Henceforth, the admin and user services are launched through the Skava Commerce console.
• The Stores page will NOT be the landing page for Customers (User) and OMS microservices.
• The Act On Behalf Of, Clone Order, and View Site features have been removed.
• Logs have been set up to log events that can be used by Auditors, CSRs and Merchandisers to understand customer, order, and product-related activity as well as for analytics and auditing purposes.
• An Admin can now create and configure a new instance of the OMS microservice such that customers can use OMS with their stores.
• A well-defined error log is set up for the OMS microservice.

See below for the Customer Service Representative (CSR) Guide.

For details about the technical implementation of the Customers (User) microservice, please see Customers (User) Microservice Overview under the Skava Commerce 7.5 section of this portal. For details about the technical implementation of the OMS microservice, please see OMS Microservice Overview under the Skava Commerce 7.5 section of this portal.

Introduction

A Customer Service Representative (CSR) can perform actions for users (consumers) upon request. This document covers the functionalities supported by CSRs across the Customers (User) and Order Management System (OMS) microservices.

Intended Users

This document is intended for use by Customer Service Representatives for managing customer details and orders using the Customers and OMS Admin tools.

Key Terms

Term	Definition
Appeasement	CSRs can apply and record credits towards an order after shipment or as a store credit to a customer for other non-order issues.
Backorder	The ability to take an order for items that are not currently in stock and process it when the stock gets replenished.
Business Instance	Displays all Store and Microservice instances associated with a Business.
Cart	When an end-user browses on the site, s/he needs a way to collect the items to one place which s/he can buy later. The cart module facilitates this feature by allowing end-users to add to and manage items in their cart, popularly known as a shopping bag.
Checkout	When an end-user browses the site, s/he needs a way to place the order. The checkout module facilitates this feature by allowing end-users to make payments and to place orders for items added to the shopping bag.
CSR	Customer Service Representative
Customer	A consumer (user) who browses and purchases products from his/her mobile, tablet or desktop device.
Customers (User) (Microservice)	Microservice provides consumer-based functions for Cart, Payment, Orders, Loyalty, and Preferences management.
Feed	An ongoing stream of structured data that provides users with updates of current information from one or more sources.
Fulfillment	The process of picking items from the warehouse, packing, and shipping/distributing to buyers.
OMS	Order Management System (OMS) is a microservice, which encompasses order management, order tracking, and customer service. It also offers detailed reporting capabilities and interfaces seamlessly with all existing order fulfillment solutions.
Order Management	CSRs can manage orders, assist customers and help them resolve any order related issues.
Payment	The act of making payments for the products added to cart in order to place the order.
Payment Types	Denotes the different purchase payment methods, e.g. credit and debit card payments, cash, bank transfer, Apple Pay, Android Pay, etc.
Privileges	Permission or right is given to a user to perform an action in the admin console.
User Management	Microservice provides consumer-based functions for Cart, Payment, Orders, Loyalty, and Preferences management.

 

Accessing the Commerce Console

CSRs manage customer and order details via the Skava Commerce Console.

To Access the Skava Commerce Console in a Web Browser:
1. Navigate to the Skava Commerce Log In screen (https://<domain>/mcadmin/v2/login.jsp)

2. Enter a valid Email address and Password

3. Click to login or  to reset your password.

Accessing a Customer (User) or OMS Service Instance

CSRs manage customer profile and order information in the Service Instances for the microservices.

To Access a Customer or OMS Service Instance via Skava Commerce:

1. Login to the Skava Commerce Console (see Accessing the Commerce Console).

2. From the Business landing page, click the name of the required Business to launch its Business Instance page. The Business Instance page displays all the Store and microservice instances associated with a particular Business.

3. In the Stores section of the Business Instance page, click on the name of the desired store to launch the Store Instance page.

4. In the Microservices section of the Store Instance page, select the desired Customers (User) or OMS Service Instance to launch their respective management pages.

• For example, to launch the Customers (User) Management page, click under the User service section.
  

Similarly, under the OMS service, click the required OMS instance, which opens the Manage Orders page in the next tab of your browser.

CSR: Customer (User) Management Admin

This section covers:

• Searching Users
• Managing User Profile
• Managing Addresses
• Managing User Properties
• Managing Store Credit
• Creating an Account
• Uploading Feed
• Managing User Specific Orders
• Cart and Payments

Searching for Customers

CSRs can search for a customer (user) with the following parameters:

• Search Set 1: Email ID or Phone number or First name
• Search Set 2: Last name
• Search Set 3: ZIP code or City

Note:

• Customers (User) can also be searched based on one or more custom properties.
• A CSR can now search for customers (users) with partial details. For example, if the username is James, a CSR can search for the customer (user) by specifying “Ja”, “Jam”, “Jame” or “James”. For all these strings, any customer (user) named James will be retrieved.
• Customers (Users) can be registered either through an email ID or through a phone number.
• Customers (Users) can register with the same email ID for different account types. For example, in the above image, adam.skava@gmail.com is registered through Skava’s Social Sign-On (SSO) options, including Google, Facebook and email. However, using a single mail ID and type, customers (users) can register only once for a website.
• Along with authentication through Facebook, Google, and Twitter, customers (users) can sign into the site using a SSO feature.

To Search for a Customer:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Search for the desired customer using one (1) of the following search sets:

• In the Search by Email, Phone or First Name text box, enter the consumer’s first name, email ID, or phone number; or
• In the Search by Last Name text box, enter the consumer’s last name; or
• In the Search by Zipcode or City text box, enter the consumer’s ZIP code or city.

To search for active customers (users) only, select the Only Search Active Users checkbox before clicking the Search button.

4. Click on the Search button or press Enter on the keyboard and customers (users) matching the specified search criteria will display.

5. Set the customer’s status:

• To make an inactive customer (user) active, click .
• Inactive users are customers (users) who are locked and unable to login for reasons such as multiple invalid login attempts.
• To make an active customer (user) inactive, click .
• Active users are customers (users) who can log into the client’s site with valid login credentials.

6. To reset a customer’s password, click RESET PASSWORD. An email containing a password reset link will be sent to the customer. If the customer did not provide an email ID during registration, the customer will be sent a SMS with a verification code to reset the password.

When a customer (user) attempts to reset his or her password with a valid email ID or when the account is blocked, an email will be triggered to the customer (user) stating, If you have an account, an email/SMS will be sent.

Managing User Profile

A CSR can manage customer profile details from the Profile tab of User Management page.

To Manage a Customer Profile:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Search for the desired customer. (see Searching for Customers above).

4. Click the View Full Profile button associated with the desired customer and the Profile section of the User Management page will display.

5. Customer profile details that can be edited by a CSR include:

Field	Description
First Name	Specify the customer’s first name.
Last Name	Specify the customer’s last name.
Password Reset Preference	Select the password reset preference to SMS or email: An email containing the link to reset the password will be sent to the end-user. If the end-user did not provide an email ID during registration; the end-user will be sent a SMS with a verification code to reset their password. If an email address is provided when creating the account, only an email option will display under Password Reset Preference. If a phone number is provided when creating the account, only a SMS option will display under Password Reset Preference. If both an email and phone number are provided when creating the account, email and SMS options will display under Password Reset Preference.
Gender	Select the customer’s gender.

 

Customer email address and phone number can only be updated by Super Admins.

6. To set a customer’s status to inactive, click or to active, click .

7. To reset the customer’s password, click RESET PASSWORD.

8. To view or manage notes for a customer, click View/ Manage Notes to launch the Notes pop-up.
9. Click Add Notes to add a note.

10. Enter the desired notes (maximum of 120 characters) and click Add Note to add the note or Cancel to abort.

11. The added note will display along with the date and time it was added.

• To remove a note, click .
• To add another note, click .
• To close the Notes pop-up, click .

12. Click Save to save updates or Cancel to exit without making any changes to customer (user) details and navigate back to the Customers (User) Management page.

13. Upon successful save, a confirmation message will display. Click Ok.

Managing Addresses

A CSR can manage a customer’s shipping and billing address from the Address tab of the User Management page.

To Manage an Address:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Search for the desired customer. (see Searching for Customers above).

4. Click the View Full Profile button associated with the customer and the Address section of the User Management page will display.

5. Click the Address tab.

6. Click the Add Address button and the New Shipping Address pop-up will display.

7. Enter the required fields and click the Add button.

8. A success message displays after the shipping address is saved. Click OK.

Note:

• To add another shipping address, click the Add Address button.
• If there are multiple addresses, edit by clicking on and set the required address as the default address.
• To delete a particular address, click .
• By default, the first address added will be the default shipping address.

Managing Customer Properties

CSRs can add custom user properties under the Properties tab of the User Management page.

To Manage Custom User Properties:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above).

3. Search for the desired customer (see Searching for Customers above).

4. Click the View Full Profile button associated with the customer and the Address section of the User Management page will display.

5. Click the Properties tab.

6. In the User Properties section, enter the preferences and promotions for the customer. Customer properties updated through Feed Upload will display under the User Properties section.

7. In the Custom Properties section, click Add to add the required custom property. Custom properties added or updated through Feed Upload will be displayed under the Custom Properties section.

8. Enter the required property name and its value and the Property Name and Value field will display.

9. Click Save to save updates or Cancel to exit without making any changes to customer (user) details and navigate back to the Customers (User) Management page.

10. Upon successful save, a confirmation message will display. Click Ok.

Managing Store Credit

CSRs can view a customer’s Store Credit details under the Store Credit tab, including:

• Total Credit
• Used Credit
• Balance Credit

This section covers:

• Accessing Store Credit for Customers
• Viewing Credit and Reverse History
• Viewing Redemption History
• Adding Store Credit
• Reversing Store Credit
• Sending an Email

Accessing Store Credit for Customers

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above).

3. Search for the desired customer. (see Searching for Customers above).

4. Click the Store Credit tab.

Viewing Credit and Reverse History

To View Credit and Reverse History:

1. Click the Credit and Reverse History tab in the middle of the Store Credit tab and the Credit and Reverse History tab will display.

2. Select the number of months of history to display from the dropdown or specify the From and To dates from the calendar pickers.

4. Click Apply and the Credit and Reverse History details for the specified period will display, including date, time, transaction details, amount, and type (i.e. debit or credit).

Viewing Redemption History

To View Redemption History:

1. Click Redemption History tab in the middle of the Store Credit tab and the Redemption History tab will display.

2. Select the number of months of history to display from the dropdown or specify the From and To dates from the calendar pickers.

3. Click Apply and the Redemption History details for the specified period will display, including date, time, transaction details, amount, and type (i.e. debit or credit).

Adding Store Credit

CSRs can appease customers for an order directly using the Add Credit feature.

To Add a Store Credit:

1. Click Add Credit button and the Add Credit dialog box will display.

2. Complete the following information required information in the Add Credit dialog:

• Enter the Store Credit Amount to be added
• Select the Reason for the credit from the dropdown
• Enter any applicable Notes

3. Click the Add Credit button to add the credit. The credit will display under Credit and Reverse History section.

Reversing Store Credit

CSRs can reverse Store Credits previously awarded to customers.

To Reverse a Store Credit:

1. Click Reverse Credit button and the Reverse Credit dialog box will display.

2. Complete the following required information in the Reverse Credit dialog:

• Enter the Store Credit Amount to be reversed
• Select the Reason for reversing the credit from the dropdown
• Enter any applicable Notes
  

3. Click the Reverse Credit button to reverse the credit. The debit will display under Credit and Reverse History section.

Sending an Email

CSRs can send an email to a customer with the summary of their Store Credit details.

To Send an Email:

1. Click the Send Mail button and the Send Email modal displays.

2. Select the type of email to send:

• Credit Summary Mail – email is sent to the customer with his or her store credit summary.
• Modified Store Credit Mail – email is sent to the customer with modified store credit details.

3. Enter the customer’s email address in the email text box.

4. Click the Send Mail button.

5. A successful message is displayed after sending the email. Click the Ok button to exit.

Creating a User Account

CSRs can create new customer (user) accounts within the Skava Commerce Console. The customer’s (user) information including first name, last name, email ID, phone number, gender, and password should be provided to the CSR in order to create the account.

CSRs cannot create a customer account with an email ID or phone number associated with an existing account.

To Create a Customer Account:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Click Create Account from the User Management page and the Create User dialog box will display.

4. Complete the Create User dialog box with the following information (* required):

Form Field	Description
First Name*	Customer’s first name.
Last Name*	Customer’s last name.
Email ID*	Customer’s email address. Multiple accounts with same email ID cannot be created.
Phone number	Customer’s telephone number. Multiple accounts with same phone number cannot be created.
Gender	Select the customer’s gender from the dropdown options. Female Male Others
Date of Birth	Enter the customer’s date of birth.
Terms and Conditions*	Select the checkbox for By signing up you are agreeing to our Terms and Conditions.
Marketing Emails	Select the checkbox for Subscribe to Marketing Emails (optional).

2. Click the Create Account button and the new customer account will be created.

If an email ID or phone number entered is already associated with an account, the error message User Already Exists will display.

3. A success message will display. Click Ok to exit.

4. When a new account is created, the account will be inactive until the customer activates it. The customer will receive an email with a password reset link. When the customer clicks the link and provides a new password, their account will get registered in the user database.

Uploading a Feed

CSRs can upload user segments and custom properties using the Feed Upload feature. Multiple properties can be uploaded to multiple users through feeds.

To Upload Properties and Segments from User Management:

1. Click Feed Upload and the Upload File dialog box will display.

2. Click Choose File, to browse and upload the Excel file with properties. The file will be uploaded and the file URL will display.

3. Once the file is uploaded click Ok.

4. To view the uploaded custom properties, click Properties tab of a user and the Properties tab will display. The custom properties entered into the sample Excel file are reflected below.

Managing Customer-Specific Orders

To view and manage a customer’s orders from User Management, click Order History and all orders placed by the Customers (User), including order status, will display.

The following are the available statuses for an order:

Status	Description

The available fulfillment types are as follows:

Term	Description
Physical	All products/items ordered from the storefront site are referred to as physical products.
Digital	E-gift cards that are purchased from the storefront site are referred to as digital products.
Instore	Products/Items that are purchased from the store are referred to as in-store products.
Exchange	Products or items that are exchanged will be displayed under Exchange fulfillment type.

CSRs can perform the following tasks against orders from the Order History tab:

• Filter orders based on:
  • Order ID
  • From date and To date
  • Order Status
  • Fulfillment Type
• Viewing Order Details
• Tracking Order
• Viewing Activity History
• Viewing Payment Details
• Viewing Delivery Document Details
• View Refund Details

Viewing Order Details

To View Order details:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Search for the desired customer. (see Searching for Customers above).

4. Click the Order History tab.

5. Click the order number link displayed below order number and you will be navigated to the Manage Orders page.

6. To view more details on the order, click on the order. For more details on managing orders from Manage Orders tab, refer to Skava Cart Payment Order Management documentation.

Cart and Payment

The Skava Cart and Payment is a microservice built into the Skava Commerce platform. As a CSR, you can manage:

• Cart page – view all the products that the customer intends to buy, remove a product from the cart or shopping bag, and view the overall price of all products in the cart.
• Payment page – view the listed payment instruments and the default payment method opted for by the customer. To make payment for the listed items in the Cart page, the customer checkout in the Cart page and uses the default payment method.

Managing Cart and/or Payment

User Management must be setup for a Business before a CSR can manage cart and payment pages.

To Manage Cart and/or Payment of a Customer:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Search for the desired customer (see Searching for Customers above).

4. Click the View Full Profile link for the required customer (user).

5. Click on the Cart or Payment tab:

• Cart – products that the customer has added to the cart will display. The CSR can view the product details, remove a particular product, view the accumulated price of all products, or view the price of each item.
  
• Payment – payment instruments available to the customer will display. The CSR can view the payment instruments that the customer intends to use for purchasing products.
  

Adding Payment Card Details

A CSR can add payment card and billing address details for a customer in the Payment tab.

To Add Payment Card and Billing Address Details:

1. Access the Skava Commerce console (see Accessing the Skava Console above).

2. Access the Customers (User) Admin for the desired Business and Store (see Accessing a User or OMS Service Instance above)

3. Search for the desired customer. (see Searching for Customers above).

4. Click the View Full Profile link for the required customer (user).

5. On the User Management page, click the Payment tab.

6. Click Add Payment and the Add New Payment dialog box will display.

7. Specify First Name, Last Name, Card Number, Expiration Date, and Billing Address.

8. Click Save and the newly added card and other information will display in the Payment Instruments section.

• To make a card the default payment instrument, select the radio button associated with the card.
• To delete a card, click the Delete icon under the action title associated with the card.
  

CSR: Skava OMS

This section covers:

• Searching Order Details
• Tracking Order
• Linking Order to a User
• Resending Order Status Mails
• Free Gift Appeasement
• Reverting Order Status
• Returning an Item
• Viewing Activity History
• Canceling an Order
• Moving Status to Shipped
• Moving Status to Delivered
• Viewing Delivery Document Details
• Viewing User Profile Details
• Viewing Inventory Details for an Order
• Exchanging SKU Item
• Viewing Payment Information
• Viewing Refund Details

Searching Order Details

CSR can search for an order to get the order details.

To search for order, in the Manage Orders page, enter the first name, last name, an order identifier, duration, order status, and/or fulfillment type.

To search by zip code, city, state, and/or country, click Advanced Search.

Tracking Order Progress

The CSR can track order progress at both order level as well as order item level. Only CSR with the privilege /showorderitemtracking can track order and item progress.

To view order level tracking, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.

2. Click Track Order Progress. Tracking Details page will be displayed.

3. Click MATH DETAILS.  The order’s price details such as items’ subtotal cost, shipping and handling charges, tax, discounted amount, gift discount, and grand total will be displayed:

Tracking Order Item Level Progress

To track order item level progress, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.

2. Click on the order. The order details will be displayed.

3. Click Track Item Progress. Tracking Details page will be displayed.

4. Click MATH DETAILS.  The item’s price details such as items’ subtotal cost, shipping and handling charges, tax, discounted amount, gift discount, and grand total will be displayed:

Linking Order to a User

When a registered user places an order as a guest, and later logs into the application, the CSR can link the orders placed by the guest user to the user’s account based on the user’s email ID or phone number.

Note: Only users with the privilege /linkorder can link an order to a user.

To link an order with a user, you can follow the steps below:

1. Click Manage Orders from the left navigation pane. The Manage Orders page will be displayed.
2. Enter the order ID and click Search.

3. Click Link Order. The Link dialog box will be displayed.

4. Enter the email ID or phone number and click Search.  The Link dialog box will be displayed as shown below:

5. Select the email ID with which the order has to be linked.
6. Enter Notes, and click OK. If the user’s email ID and phone number match with the contact details of the order placed, the order will be linked to the account and a success message will be displayed as shown below:

7. Click OK.
Note: Once the order is linked to a user account, an email notification will be sent to the guest user intimating them about the linking of order to a registered account.

Verifying Linking of Order

To verify if the order is linked to the account, you can follow the steps below:

1. Click User from the left navigation pane. The User Management page will be displayed.
2. Search the user details using email ID or phone number.
3. Select View Full Profile of the required user.
4. Click Order History. The linked order will be displayed:

Force Linking an Order

If the user’s email ID and phone number don’t match with the contact details of the order placed, CSR with the privilege /forcelinkorder can force link an order to an email.

To force link an order, you can follow the steps below:

1. Click Link Order. The Link To A Registered User pop-up will be displayed:

2. Click OK. The order will be linked to the user.
Note: The Link To A Account Action pop-up will be displayed, only if the CSR has the /forcelinkorder privilege.

Resending Order Status Emails

A CSR can resend order status to an email.

Note: Only CSR with /orderitemresendemail privilege can resend an order status email to a customer.

To resend order status email, you can follow the steps below:

1. Search for the order using order ID.  The matching order will be displayed.

2. Click Resend Email. The Resend Email dialog box will be displayed.

3. Select the order status for which the mail should be resent.
4. The Email ID will be auto-filled in. You can modify it if required.
5. Enter Notes and click Send Mail.  Once the email is sent successfully, a success message Email sent successfully will be displayed as shown below:

Free Gift Appeasement

Associates in each store can now be given additional discounts at the time of checkout even after applying all the discounts for an order. Discounts are given via valid Promo Codes. Each associate will be given a discount limit and the discounts beyond the limit can be provided with the help of a manager pin. Only CSR with the privilege /orderappeasement can appease a user for an order/item.

Order Appeasement

To appease a user for an order, you can follow the steps below:

1. Search for the order using order ID.  The matching order will be displayed.
2. Click Order Appeasement.  The Appeasement dialog box will be displayed as shown below:

3. Enter the amount.
4. Select the Payment method from the drop-down options
5. Select the reason for appeasement from the drop-down options.  Note: Order ID will be auto-filled.
6. Enter Notes
7. Click Continue.  The Enter PIN dialog box will be displayed.

8. Enter the unique store manager pin.
9. Click Confirm.  A success message will be displayed on successfully appeasing the user.

Order Item Appeasement

To appease a user for an item, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click on the order. The order details will be displayed.

3. Click Item Appeasement. The Appeasement dialog box will be displayed as shown below:

4. Enter the amount.
5. Select the Payment method from the drop-down options
6. Select the reason for appeasement from the drop-down options. Note: Order ID, Item ID will be selected by default.
7. Click Continue. The Enter PIN dialog box will be displayed.

8. Enter the unique store manager pin.
9. Click Confirm. A success message will be displayed on successfully appeasing the user.

Reverting Order Status

When an order goes to ONHOLD status due to a failure, the system would revert the order status to the previous state depending on the scenario. For example, let us consider a scenario where the order status changes from FREEZE EDIT to SUBMITTED TO FULFILMENT when order item information is passed to a third party shipping agency. If an error occurs during this process (either in our system or in the third-party application), the order status becomes ONHOLD. Instead of the ONHOLD status, the system changes the status back to FREEZE EDIT from ONHOLD, such that the order can again be submitted to fulfilment.

Note: Only users with the /approveorder privilege can revert the ONHOLD order status.

To revert an order status, you can follow the steps below:

1. Search for the order using order ID and select status as ONHOLD from the drop-down options. The matching order will be displayed.

2. Click on the order.

3. Click Approve. The Confirm Action dialog box will be displayed.

4. Select Fraud Check.
5. Click Approve.
6. The Order Status Change dialog box will be displayed.

7. Click OK.

The order will be moved to its previous status.

Returning an Item

You can return an item if you have bought the wrong item, or if the item doesn’t meet your expectations.

Note: Only CSR with the privilege /submitreturn can return an order/item.

To return an order item, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click on the order. The order details will be displayed.

3. Click Submit Return. The Submit Return dialog box will be displayed as shown below:

4. Enter the Quantity of an item to be returned.
5. Select a reason for returning the item from the Reason drop-down options
6. Click Submit. The Order Status Change dialog box will be displayed as shown below:

7. Click OK. The order status will be displayed as RETURN SUBMITTED!.

8. To view the return label, click Return Label. The Return Label will be displayed as shown below:

9. To resend the label to the user’s email, enter notes, and then click Resend. A dialog box as shown below will be displayed:

10. Click OK

Accepting Returns

An item will be considered returned only once it’s accepted by the store associate.

Note: Only CSR with the privilege /acceptreturn can accept returns.

To accept the return, you can follow the steps below:

1. Click Accept Return. The Accept Return dialog box will be displayed.

2. Select the quantity from the drop-down and click Submit. The Order Status Change dialog box will be displayed as shown below:

3. Click OK.  The order status will be changed to RETURNED!.

Viewing Activity History

You can view the activity details of an order such as adding notes, mail sent, etc.

To view the activity history details of an order, first, you need to locate the order.

1. Search for the order using order ID. The matching order will be displayed.

2. Click View Activity History. The Activity History Details will be displayed.

Canceling an Order

You can cancel an order from ONHOLD, READY TO EDIT, SUBMITTED TO FULFILMENT and READY TO SHIP statuses. To cancel an order, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click Cancel Order. The Cancel Order Confirmation dialog box will be displayed as shown below:

3. Select the reason for cancellation from the drop-down options.
4. Enter notes.
5. Click Submit. A success message as shown below will be displayed:

The order will be moved to CANCELED status.

Canceling Order Item

To cancel an item from an order, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click anywhere on the order. The order details will be displayed.

3. Click Cancel Item. The Cancel Order Confirmation dialog box will be displayed as shown below:

4. Select the reason for cancellation from the drop-down options.
5. Enter notes.
6. Click Submit. A success message as shown below will be displayed:

The item will be moved to CANCELED status.

Moving Item Status to Shipped

The CSR can move item to Shipped status from Submitted to Fulfillment status.

To move item status to shipped, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click anywhere on the order. The order details will be displayed.

3. Click Move Status To Shipped. The Confirmation dialog box will be displayed as shown below:

4. Enter notes and click OK. A success message as shown below will be displayed.

5. Click OK.  The order status will be changed to SHIPPED.

Move Item Status to Delivered

The CSR can move an item to DELIVERED status from SHIPPED status.

To move item status to delivered, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click anywhere on the order. The order details will be displayed.

3. Click Move Status To Delivered. The Confirmation dialog box will be displayed as shown below:

4. Enter notes and click OK. A success message as shown below will be displayed.

5. Click OK. The order status will be changed to DELIVERED.

Viewing Delivery Document Details

You can view details of shipped orders using this feature.

To view the delivery document number details, you can follow the steps below:

1. Search for the order using order ID.
2. The matching order will be displayed.

3. Click on the order. The order details will be displayed.

4. Mouse hover on the delivery document number link. The delivery document details will be displayed.

Viewing User Profile Details

You can view the details of the user who placed the order.

To view user profile details, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.
2. Click on the link displayed below Order Placed. You will be navigated to the Profile tab of the User Management page. Details of the user who placed the order will be displayed as shown below:

Viewing Inventory Details for an Order

You can view a particular product inventory details such as available quantity, backorder quantity etc.

To view a particular product inventory details, you can follow the steps below:

1. Click Check Inventory.

The Inventory Details dialog box will be displayed. Details on the product’s available quantity, backorder quantity, and display status will be displayed:

2. Click OK.

Exchanging SKU Item

When a wrong SKU item is delivered to a user, the CSR can accept the return of the wrong SKU item and deliver the right SKU for which the order has been placed by the user.
Note: Only users with the /exchangeorderitem privilege can exchange the wrong SKU item.

To exchange a wrong SKU item, you can follow the steps below:

1. Search for the order using order ID and select status as DELIVERED from the drop-down options. The matching order will be displayed.

2. Click on the order. The order details will be displayed.

3. Click Exchange. The Item Exchange dialog box will be displayed.

4. Enter the SKU Id, title, size, color, description.
5. Select The merchant shipped the wrong item as the reason from the drop-down options.
6. Click Continue. The Order Status Change dialog box will be displayed.

7. Click OK. The returned/ exchanged SKU item will be displayed with a status RETURNSUBMITTED.

The new SKU item that will be shipped will be displayed in the same order with a status FREEZE EDIT.

Viewing Payment Information

The CSR can view the order payment information such as billing address, payment information, type, and amount.

To view the payment information, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.

2. Click on the order. The order details will be displayed.

3. Click payment information. The Payment Details dialog box will be displayed as shown below:

Viewing Refund Details

The CSR can view the refund details of a returned order. Details such as refund method, amount and confirmation code will be displayed.

To view the refund details, you can follow the steps below:

1. Search for the order using order ID. The matching order will be displayed.

2. Click on the order. The order details will be displayed.

3. Mouse hover on REFUNDED. The refund will be displayed as shown below:

Appendix

Customer Service Representative (CSR) Privileges

Privilege	Description
/showorders	Allows viewing orders.
/usermgtgetorderhistory	Allows viewing user’s order history from User Admin.
/getorder	Allows retrieving all orders.
/viewallorder	Allows viewing all orders.
/exchangeorderitem	Allows exchanging order items.
/usermgtexchangeorderitem	Allows exchanging order items from User Admin.
/showorderitemtracking	Allows tracking order/item progress.
/printlabel	Allows printing return label.
/orderitemresendemail	Allows resending order status mails.
/approveorder	Allows approving an ONHOLD order.
/usermgtrevertfullfillmentstatus	Allows reverting fulfilment status from User Admin.
/CancelOrderOrItems	Allows canceling an order/item.
/usermgtcancelorder	Allows canceling an order from User Admin.
/linkorder	Allows links guest orders to a registered account.
/forcelinkorder	Allows force linking of guest orders when the email ID or phone number of the guest order doesn’t match with a registered account.
/usermgtlinkordertouser	Allows linking orders to user from User Management.
/orderappeasement	Allows appeasing a user for an order.
/viewmanageOrder	Allows viewing and managing orders.
/viewuser	Allows viewing user profile details of users who placed the order.
/createuser	Allows creating new users.
/usermgtcreate	Allows creating new users from User Management.
/usermgtsearch	Allows searching for users from User Management.
/usermgtgetprofile	Allows viewing user profile from User Management.
/getStreamuserAdminserviceToken	Allows viewing stream user admin service token.
/usermgtgetcartdetails	Allows viewing cart details from User Management.
/updateuser	Allows updating user profile.
/usermgtupdate	Allows updating user details from User Management.
/usermgtgetresetpwd	Allows resetting user password from User Management.
/updatereturnable	Allows updating returned items
/acceptsubmitreturn	Allows accepting submitted returns.
/usermgtreturnable	Allows returning items from User Management.
/orderitemreturnablereversal	Allows reversing order item returns.
/checkinventory	Allows checking inventory.
/addpayment	Allows adding payment method.
/deletepayment	Allows deleting payment method.
/viewactivityhistory	Allows viewing order activity history.
/updatestatustoshipped	Allows updating order status to shipped.
/updatestatustodelivered	Allows updating order status to delivered.
/getloyaltyuser	Allows viewing user’s loyalty points.
/createloyaltytransaction	Allows adding loyalty points.
/getloyaltytransaction	Allows viewing loyalty transactions.
/reverseloyaltytransaction	Allows reversing loyalty points.
/usermgtgetredemption	Allows viewing loyalty redemption from User Management.
/getloyaltyredemption	Allows viewing loyalty redemption.
/storecreditaddtransaction	Allows adding store credit transaction.
/storecreditreversetransaction	Allows reversing store credit transaction.
/viewstorecredit	Allows viewing store credit.
/binitem/loadByBinIdSkuId	Allows loading bin item by bin ID and Sku ID.
/inventory/viewbinitem	Allows viewing bin item.
/trackshipment	Allows tracking shipment.
/loaduserbyuserid	Allows loading user by user ID.
/getformattedservertime	Allows viewing formatted server time.
/viewcampaigns	Allows viewing campaigns.
/migrateorder	Allows migrating orders.
/submitreturn	Allows submitting an order/item for return.
/usermgtacceptreturn	Allows accepting returns from User Management.
/acceptreturn	Allows accepting a return.
/createupdateshipment	Allows creating or editing a shipment.
/createaccount	Allows creating account.
/usersearchzipcode	Allows searching for users based on ZIP code.
/usermgtprintreturnlabel	Allows printing return label from User Management.
/usermgtresendmail	Allows resending mails from User Management.
/usermgtsubmitreturn	Allows submitting returns from User Management.
/usermgtupdateorderprop	Allows updating order properties from User Management.
/usermgtgetloyaltyuser	Allows viewing user’s loyalty points from User Management.
/forceappeasement	Allows appeasing forcefully.
/paymentinfo	Allows viewing payment details.
/viewsearchtab	Allows viewing search tab.
/savestudioview	Allows saving Studio view.
/savenotificationserver	Allows saving notification server.

 

 

Revision History
2020-03-30 | AM – Minor copyedit.
2019-06-22 | PLK – Content updated.
2019-06-15 | PLK – Page created.