Customer Service Quick Guide
Customer Service Module
The Customer Service module is used to view, edit and refund orders. When you open the module, the landing page will appear. To get started, use the information fields to find the order you want to examine or work on.
Orders will be color coded based on its status. Use the legend on the left hand of the screen to see what each color means.
Customer Service Settings
The Settings tab in the Customer Service module contains a setting specific to Purchase Orders. If you want to require managerial approval to fulfill an order being paid for with a Purchase Order, check the box and click Save Changes.
Finding an Order
There are various ways you can find an order. In the image at right, you can see that different filters and information fields available to you. In this example, we used a customers first name to view their recent orders. Once you have found an order, click on the order number to open it up.
Viewing an Order
When the order opens, you will see the Details tab. This displays information about the payment, the customer and the items that were purchased. Information about who processed the order and its order source are listed. It will also let you know the current status of the order. This page can be used to verify that the order was processed correctly, as well as make changes to it.
You verify if a credit card order has been paid for if there is a capture reference number. In this example, there is no capture reference. This means that the order has been authorized but not paid for.
Select Dropdown Menu
The Select dropdown menu lists documents associated with the order, as well as the option to open the order for edit. If you need to print a new receipt, shipping label or packing slip, choose those options. The document will generate in a new window.
Click Edit Order if you need to change the contents of the cart, or to process a partial refund.
Editing an Order
When you choose the Edit option, the order will open in a new window. On the first page, you can search your catalog if you need to add new items to the cart. If you do not need to, click the Check Out button. If you need to remove an item, you will do so on the next page.
On the next page, you will trigger a refund or a new charge depending on how the cart has changed. In the example at right, we changed the quantity of wine in the order from 1 bottle to 6 bottles. This means that the customer must pay an additional charge. We will choose a payment method and complete the edit. The order will now show up as In Session in Fulfillment to capture the additional funds.
Refunding an Order
If you want to refund an order in full, click on the Corrective Action tab. From the Action dropdown menu, choose Full Refund. Next, choose an option from the Reason dropdown menu. You can refund the order via the payment method that was used, or in cash. In this example, we will refund the credit card that was used. If your winery uses store credit, you can refund the order to the customer’s Member Account.
When ready, click Proceed. Leave a note if you want there to be a record of why the refund was processed. The customer should receive the refund within 3 business days.
Order History
The History tab logs changes made to an order since it’s creation. This includes edits, returns, payments and releases. This information can be used to see how the status of an order has changed. It will show the source of the change as well as the user that was involved.
The Email Logs tab will show which notifications the customer received related to the order. That log can be used to verify if the customer received the notifications or not.
Wine Club Re-Auth
The Customer Service module contains a batch processing tool. This can be used to re-authorize, cancel or place a hold on multiple orders at a time. This tool speeds up the process of re-authorizing declined wine club orders.
First, choose the club you are working on from the release drop down menu. Then choose Declined as the order status. Click Search and the list of declined orders will appear. Next, click the Enable Batch Processing button and choose Authorize Payment from the Batch Action dropdown menu.
Now choose the orders you will reprocess. Once you are ready to re-authorize the
orders, click Proceed. The orders that are successfully charged will then appear in the Wine Club module for you to capture funds. The orders that decline again will not send a notification about the decline to the customers. Follow the same steps if you want to cancel orders, or place holds on orders in a batch.
Note: canceling an order only applies to orders that haven’t been paid for. Paid orders must be refunded.
Customer Service
• For further information, contact the
OrderPort Support team by phone at 206-464-1151 or by email at helpdesk@orderport.net