Below is an overview of each subsection as well as a view of the step by step functionality of all the customer action drop menu items.
Cart - By selecting on the cart you will be able to see the available items in the cart and even assist the customer in removing items.
If the cart contains promotional items, by hovering on the tab - it will indicate the current status of promotion i.e active or sold out.
You will also see the number of products available in both DC’s as well as the supplier.
Wishlist - By selecting on the wishlist, you will be able to see the available items in the default wishlist and assist with removing items from the wishlist.
Important to note: if the customer has more than one list- only the default is available to CS
CS will also not have access to move items from the wishlist to cart.
Newsletter Preferences - this allows you to manage the customer’s newsletter subscription by ticking or unticking the relevant newsletters.
Customer Account timeline
Address Book ( edit & delete features)
Customer Tickets - All sections displaying tickets (Customer Tickets, Order Tickets, Return Tickets & My Active Tickets) include an option to filter on active (New, Open, Pending or On Hold) tickets.
Selecting the checkbox will filter the list to only display tickets in one of the active states. Unselecting will display all relevant tickets. The default selection is Active.
CUSTOMER ACTION MENU
These are all actions you can do on the customer profile and will give you an overview of each feature.
Log ticket - allows you to log a zendesk ticket and will prepopulate the customer email address.
All mandatory fields are highlighted with a red star and follows a similar layout as a normal zendesk ticket.
Reset Password - Sends an automated email to customer inbox. Customer to click on the link to reset their password.
Edit Customer Data -Customer may request for you to add a contact number or a new VAT number.
Any name and email address changes must first be sent to Finance - risk team. You will need to provide Finance with the old and new email address as well as the reason for the change. They will confirm via ZD ticket and a change can be actioned.
Add Address: allows you to add a new address to the address book - in the event, the customer would like to amend an order address. This will follow the same format for adding an address as if the customer was doing it on the website themselves.
Fill out all fields marked in red - recapture these fields if pre-populated
If Address is not successfully validated a map will pop up which allows you to navigate using the PIN.
The map will use the captured information to reduce the radius of the map to the suburb, town, and province for your convenience and our customer’s.
Select Use Location and a message will pop up address updated successfully.
USEFUL TIP: ask your customer for streets nearby or landmarks to help you find the address for delivery.
Use the plus and minus sign to help zoom in and out of the map to ensure you are able to find accurate coordinates.
Add Customer Note - adding a note on the profile will automatically save it the profile and can be used as a warning when dealing with the customer
Simply type the note and save by selecting Add note
The note added in the Customer Notes section with the name of the user as well as date and time.
Set Account Status - This allows us to activate the profile as Fraud with a list of reason codes or unblock the status if blocked for vouchers captured incorrectly.
Important to note: this is a permission-based feature - not all users have the ability to set account status but important to check with TL for vouchers and TL’s and FInance - risk for Fraud blocks.
Audit Events - able to see if any changes were made on the profile