Marketplace Center & Customer Service Overview

FieldStack’s “Marketplace Center” allows you to monitor and resolve most Marketplace customer service issues.   This article outlines the basics of Webstore customer service using the “Marketplace Center” tool.

You can access the "Marketplace Center" from two different places in FieldStack:

1. From the "Retail" tab in the "Marketplace Center" section:
2. From the "Marketplaces" tab in the "Manage" section:  

The Marketplace Center can be broken into two major sections, as shown in the diagram below:

• Search: This section allows you to search for orders using different parameters.  
  • More information on the Marketplace Center's Search can be found in this article.
• Order Details: This section provides information on the selected order or item in an order.  
  • More information on the Marketplace Center's Order Detail section can be found in this article.

Search

More detailed information on the Marketplace Center Search and how to use it can be found in the Marketplace Center Search Overview Article.  

How to Access & Use the Search

To access the Marketplace Center's "Search" function, click the bolded "Search" button in the upper left-hand corner:

Clicking "Search" will open this menu where you can define different search parameters:

These search parameters and how to use them are detailed in this article.

After entering search parameters, click the large "Search" button to pull up matching Marketplace Orders.

Search Results

There are two ways to view the search results - you can toggle between these views using the "Order View" and "Item View" buttons to the right of the bolded "Search" button:

Order View: Also referred to as the “By Order” view, shows two lists: 

• List of Orders: found in this view’s top pane, this list shows orders that match your search criteria.  
• Items in Order: found in this view’s bottom pane, this is a list of the items in the order that’s currently selected in the top pane.

Item View: Also referred to as the “By Item” view, this view shows a single list of all of the items in all of the orders that match your search criteria: 

More detailed information on the Marketplace Center Search and how to use it 

can be found in the Marketplace Center Search Overview Article.  

Order Details

More detailed information on the Marketplace Center Order Details and how to use it can be found in the Marketplace Center Order Details Overview article.

When you select an order or item from the Search Results, that order’s information will be visible in the Order Details section of the Marketplace Center.

The "Order Details" section is comprised of a quick actions toolbar and six tabs.

Quick Actions

You can find the Quick Items toolbar on the right-hand side of the Order Details section, regardless of the tab you're on:

• Lost/Damaged with Replacement: This button is used to trigger the system to send the customer a replacement for the selected item.  This button is generally used in the case of a package not arriving, or an item arriving damaged.
  • This button only becomes active after the selected order has shipped.
  • If more than one item in an order is damaged or lost, you can multi-select those items in the panel above before pressing the button. 
• Cancel without Replacement: This button will cancel the selected item.
  • If you need to cancel multiple items, you can multi-select those items in the panel above before pressing the button.
  • Information on how to refund customers for cancelled items can be found in the Refunding Marketplace Purchases article.
• Change Item: This button is used to replace the selected item with a different item.
  • Important things to keep in mind when using the “Change Item” button:
    • Replacing an item will keep the price of the original item, and should be adjusted as necessary.
    • This Quick Action only works for a 1 for 1 replacement.  This means you cannot replace one item with two items.
    • In many instances, cancelling and then replacing the entire order will work better than changing the item.  You can either have the customer do this, or do it for them using Customer Assist.  
  • The How to Change an Item in a Marketplace Order article has more information on how to complete this process.
• Transfer Item: This button is used to manually transfer the fulfillment of items between store locations.
  • If an item has been placed in your eCommerce location due to Risk, or because it wasn’t previously in stock, you would use this button to transfer that item to a location where it could be fulfilled.  More information on orders assigned to your eCommerce location and risk can be found here.

More information on the Item Quick Actions can be found here.

Order Detail Tabs

The Order Details section’s six tabs can be seen in the image below:

• Order/Item Details: This tab contains information on the selected order, the selected item, the customer who placed the selected order, and the selected order's shipping information.  More information on the Order/Item Details tab and how you can use it can be found here.  Below is a brief overview of the things you can do in this tab. 
  • Pull up a customer's Marketplace order history via the "Customer Information" section.
  • Adjust an item's price.
  • View and adjust an order's shipping method.
  • Create a return shipping label for shipped orders.
• Processing Details: This tab contains information on the selected item or order's picking and packaging.  More information on the Processing Details tab and how you can use it can be found here.
• Communication Details: This tab contains history of the selected order.  More information on the Communication Details tab and how you can use it can be found here. 
• Addresses: This tab contains the shipping and billing addresses associated with the selected order.  More information on the Addresses tab and how you can use it can be found here.
  • If an order has a "bad address", you can attempt to fix and validate the address in this tab.
• Email: This tab can be used to email the customer associated with the selected order.  More information on the Email tab and how you can use it can be found here.
• Payment History: This tab contains information on the selected order's payment history.  More information on the Payment History tab and how you can use it can be found here.

More information on these 6 tabs can be found in the Marketplace Center

 Order Details Overview article.