/Store / Order management (order card)
Content
- 1 Overview
- 2 Order heading
- 3 Key order information
- 4 Detailed information about an order
- 5 Order history and extra information about client’s orders
- 6 Calls statuses
Overview
To find this menu, go to Store — Orders and click the order number.
A page Order No. displays detailed info about an order and helps perform the required transactions: to pay manually, to refund, to pay in advance, etc., as well as to monitor the results of client calls.
Please see the screenshot with the explanatory notes and short descriptions of the page’s features below.
Let us look closer at the page’s features.
Order heading
An order heading contains its number, status, and date of automatic order cancellation.
The order status is clickable. An order can be cancelled, a new order can be generated for the same client, an order can be confirmed, refunded, deleted, or advance payment can be made (provided a product has these settings).
This transaction can be performed from the main menu Store — Orders.
The date to automatically cancel an order is also clickable. The date can also be changed, or the date limit can be disabled.
Key order information
Here we see a table with the information about the order amount, the sum of advance payments (prepayments) if any, and income and expenses. These refer to a particular order.
The client’s name, postal address, personal manager’s name (or “not assigned”) are displayed as well. You can add notes about a client. They will be seen in all orders. Notes can be deleted by clicking the recycle bin in the bottom corner of the notes.
You can also see the current time of a client and the IP-address of the order.
Detailed information about an order
The left part of this section displays the ordered products. You can have one or several products in one order, for example, if you use cross-selling. You can also see the analytics (source, channel). It can be deleted, if necessary. You can also see the information about the affiliate commission and order’s tag.
The delivery section usually displays “by email” for the e-products. If an order's payment is due, then you can send an email about payment again:
Order history and extra information about client’s orders
The next visual section contains the order history, as well as the information about other orders paid by a client, and calls made concerning these orders and call tasks.
This section has 5 tabs with additional information.
- “Order history” tab
This tab displays the order history.
Here you will see both the results of the calls concerning the order and other actions: Changes in order status (for example, from Expected to Paid), order notes (a module to add an order is on the screenshot to the right), as well as the manager in charge of the order’s name (upper right corner of this visual section). You can also see the buttons to add a call status and instruction for order calls.
The buttons used by a call center manager (sometimes by an administrator) to monitor the results of the calls will be looked at below.
You can define the instruction for order calls in Contacts/Settings (see the details here). - “Tasks” tab
This tab displays all the tasks for this order and you can also add new ones. (see the details about tasks here). - “All orders” tab
This tab displays all orders processed by a particular client (this information is also given in a lead card in the “All orders” tab). - “All calls by orders” tab
This tab displays all calls connected with the orders (this information is also displayed in a lead card in the “Calls made to confirm orders” tab). - “All calls by tasks” tab
This tab displays all calls connected with the tasks (this information is also given in a lead card in the “Tasks” tab).
Please read more about the task calls here.
Let us look closer at each button which is used by a call center manager (and sometimes by an administrator) to monitor the results of the calls.
Calls statuses
The conversation went through
If the customer was reached and they confirmed their desire to pay, you must click the conversation went through button and fill in the data in the opened window.
You must fill in the form fields, then click the Save button:
Using the radio button, you can choose to call back to the client or not. You can select from a dropdown list when you will call back if needed.
The Comment field allows you to enter custom text information about this order and the conversation.
The checkbox Send a message allows you to send an email to the client.
By default, the form contains a sample letter to the client, which can be edited. In addition to the default buttons of the text editor, variable substitution buttons have been added, which allow you to create a single letter template for all clients. In the example in the figure, the Client Name button inserts a variable {$ name} into the text, which will be replaced with the name of the particular client taken from the database when the email is sent.
The checkbox Send message copy to … allows you to send a copy of the email to the manager.
During the conversation, there are situations when the client agrees to purchase the upsells or change the order (for example, to buy a more expensive training package). In this case, you can draw up a new order directly from this form.
The Save and Create button adds a new order to the client without deleting the old one. The Cancel and Create button delete the old order and creates a new one.
The Upload button allows you to attach a conversation recording to the client’s file.
The call did not go through
If the customer was not reached, the button “Did not get through” opens a window that allows you to mark such a call.
An order or a lead (in case the same button is used in call tasks) will pop up in 1 hour. If a repeat call brings the same result, the order or the lead will pop up in 24 hours.
Example: Today is the first time when an operator calls a client. At 10:05 a.m. the operator clicks “Did not get through”. This order will pop up today at 11:05 a.m. for a recall.
Let us assume that the second call is at 11:45 a.m., and a client can’t be reached again. Next time this order will be displayed tomorrow at 11:45 a.m. for a recall. And then every 24 hours from the actual call (from the moment when this will be entered in the card).
Let us return to the form which appears upon clicking this status.
The Comment field allows you to enter custom text information about this order and the conversation.
The checkbox Send a message allows you to send an email to the client.
The default form contains a sample letter to the client, which can be edited. In addition to the default buttons of the text editor, variable substitution buttons have been added, which allow you to create a single letter template for all clients. In the example in the figure, the Client Name button inserts a variable {$ name} into the text, which will be replaced with the name of the particular client taken from the database when the email is sent.
The checkbox Send message copy to… allows you to send a copy of the email to the manager.
Call back
If you managed to get through to the customer, but he asked you to call back at another time, then the Call Back button opens a window in which you can specify the convenient time for the call.
You must fill in the form fields, then click the Save button.
In the Call Back field from the dropdown list, select the time at which the follow-up call will be made.
The Comment field allows you to enter custom text information about this order and the conversation.
The checkbox Send a message allows you to send an email to the client.
By default, the form contains a sample letter to the client, which can be edited. In addition to the default buttons of the text editor, variable substitution buttons have been added, which allow you to create a single letter template for all clients. In the example in the figure, the Client Name button inserts a variable {$ name} into the text, which will be replaced with the name of the particular client taken from the database when the email is sent.
The checkbox Send message copy to… allows you to send a copy of the email to the manager.
The Upload button allows you to attach a conversation record with the client to their file.
Already paid
If at the time of the call it turns out that the customer has already paid for the order, the Already paid button allows you to mark this order and not disturb the customer again.
You must fill in the form fields, then click the Save button.
The Comment field allows you to enter custom text information about this order and the conversation.
The checkbox Send a message allows you to send an email to the client.
By default, the form contains a sample letter to the client, which can be edited. In addition to the default buttons of the text editor, variable substitution buttons have been added, which allow you to create a single letter template for all clients. In the example in the figure, the Client Name button inserts a variable {$ name} into the text, which will be replaced with the name of the particular client taken from the database when the email is sent.
The checkbox Send message copy to… allows you to send a copy of the email to the manager.
The Upload button allows you to attach a conversation record with the client to their file.
Refusal and cancellation
If during the conversation the client refuses the order, you should click the Cancel button to cancel the order.
You must fill in the form fields, then click the Save button.
The Comment field allows you to enter custom text information about this order and the conversation.
The checkbox Send a message allows you to send an email to the client.
By default, the form contains a sample letter to the client, which can be edited. In addition to the default buttons of the text editor, variable substitution buttons have been added, which allow you to create a single letter template for all clients. In the example in the figure, the Client Name button inserts a variable {$ name} into the text, which will be replaced with the name of the particular client taken from the database when the email is sent.
The checkbox Send message copy to… allows you to send a copy of the email to the manager.
The Upload button allows you to attach a conversation record with the client to their file.
Invalid lead
The Invalid lead button allows you to mark orders where an error has been made while entering the phone number.
You must fill in the form fields, then click the Save button.
The Comment field allows you to enter custom text information about this order and the conversation.
The checkbox Send a message allows you to send an email to the client.
By default, the form contains a sample letter to the client, which can be edited. In addition to the default buttons of the text editor, variable substitution buttons have been added, which allow you to create a single letter template for all clients. In the example in the figure, the Client Name button inserts a variable {$ name} into the text, which will be replaced with the name of the particular client taken from the database when the email is sent.
The checkbox Copy of the email to … allows you to send a copy of the email to the manager.
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