Current Order Status
Indicator of the current status and provides a view to the potential request
Order number - also has a click-through to TAL admin and will be used with TL’s to apply manual credit
Order Details - this will include the following:
- Order date & time
- Risk status
- Order status
- Auth status & Payment method
- Payment date & time
Timeline Summary - Order steps which include transactional communication. By clicking on the envelope you can view the actual email.
Order Fulfillment - Indicates the delivery address or pickup point address for the customer. The delivery method & Courier will be indicated.
Order Financials - Indicates a breakdown of the payment method and amount paid.
It will also include the following:
- Order Breakdown
- Coupon Discount (campaign & discount amount)
- Loyal Programmes
- Invoices (this is also an action field for editing and marking as done) but will only be available after order is delivered/collected
Order Items - indicates the following:
- Delivery/Collection timeline
- Order tracking button
- Product type per item
- Product title
- Order item value
- Quantity ordered
- Promotion name if applicable
- Status of item
- Action button for cancellation or return per item
Products that are flagged as subject to a heavy/bulky goods delivery surcharge, will display the relevant attribute on the Order Item in CS Portal
Order item line view
If the customer has placed the order and then contact us due to the price difference, hover on the promo name.
If the deal was not sold out at the time of the order being placed, it will be treated as an exception and normal escalation will be applied.
How to use: Customer contacts are usually received after the order has been placed. In order to check the time of the deal being sold out, it will now be visible on the order item line.
- Promotion name
- Promotion status
- Product status
- Deal price
- Original Price
- Deal start date & time
- Deal sold out date & time
Order Notes: This will be any automated notes related to payments or notes left by internal business units for reference.
Order Emails: This will be a set of transactional emails sent to the customer for the order and will also include delayed, cancellation or return emails.
Order Tickets: All Zendesk tickets including solved tickets linked to the order number will be listed here.
By clicking on the ticket number it will open up a tab and access the ticket in Zendesk & also includes a filter for active tickets i.e not solved