This article outlines the basics of Webstore Customer Service using the Marketplace Center tool, as well as a few other subsequent tools in FieldStack.
Most marketplace customer service issues can be monitored and resolved using the Marketplace Center tool, located under the Retail tab in the Marketplace section of the ribbon. The Marketplace Customer Service screen is split into two sections: the upper half is the Search area and the lower half contains the Order and Item Details.
The Search tool has a few defining parameters to help narrow your search. To access the search function, click the bold Search button in the upper left hand corner. A menu will appear giving you the following search parameters:
- Customer: Here you can search by name, customer code, or account id, or browse manually by clicking the icon. The drop down menu next to the search icon defines the type of search.
- Order Id / Item: Here you can search by the order ID, the item code, the GTIN, or search manually by pressing the icon. The drop down menu next to the search icon defines the type of search.
- Condition: This defines the condition of the item. Default setting searches all conditions; however, you may also search specifically for new or used items.
- Begin and End: These define the timeline in which you wish search, returning a list of orders placed within the dates defined.
- Order Status: The status your search results orders can be defined here. The default setting shows All orders. You may filter for Open or Cancelled orders as well.
- Fulfillment Status: This drop down menu defines search results to be: Picked, or, scanned in; Not Picked, or, not yet scanned in; or, the default, All.
- Mail Class: View orders assigned to a certain mail class. This could be helpful if you want to look at all unfilled Same Day Delivery orders as the day is nearing its end to make sure you don't have any outstanding ones.
- Fulfillment Location: view orders assigned to a certain location for fulfillment. Search for unpicked orders in your eCommerce location will give you orders that likely need customer service.
Once you have defined your search parameters, press SEARCH. If you need to clear the form, press RESET.
The Search area has two different viewing configurations: by order and by item, which can be switched by clicking Toggle Order View.
The by order configuration shows a list of orders that match your search criteria on the top half, while the bottom half contains a list of items contained within that order.
The by item configuration shows only one list with all items in every order that matches your search criteria.
The status of an order is displayed in the last column of the customer service screen’s search results. Here is a list of the possible statuses of a web order:
- Pending Batch: The order is queued for a position on an upcoming batch.
- In Batch: The order is currently in a picking batch.
- Packaged: The item is part of a batch and had been scanned in and packaged.
- Shipped: The order has been shipped.
- To Be Re-picked: Order did not get scanned out before the batch was closed and will be queued for the next picking batch.
- Out of Stock: There is no stock for the item(s) on this order.
- Charge Error: An error has occurred in payment. You may reprocess the payment by accessing the customer’s Order History, available under the Order Details tab, and pressing the Reactivate button.
- Missing Tracking ID: A logistical error has occurred in shipping.
- Cancelled: The order has been cancelled.
- Bad Address: Addresses are check as the order is processed, if an address fails a check, additional validation will be required.
- Risk: When an order throws a flag for potential fraud, the order will be on hold with this status. If the order has been found to be valid, simply select the specific store you wish the order to go to, or select a negative store number to have it automatically allocate the order.
The Order Details section is comprised of four tabs and a Item Quick Actions toolbar. The four tabs are as follows: Order Details, Processing Details, Communication, and Addresses.
Among other things, the Order Details tab contains the Customer's information, wherein a button titled Order History is located. The Order History button can be used to pull up a complete order history of the customer associated with the selected order. The order details also contains information about the item cost and shipping cost; item information, including the final price after adjustments, the button to make adjustments, the ability to view and adjust shipping method and once an item has shipped the ability to create a return shipping label.
Picking and package information can be found within the Processing Details tab. In Processing Details, the Package Details section contains information about the order’s package type and weight, shipped and estimated delivery dates, the Tracking Number and shipping cost.
The Communication tab contains the history of the order. You can filter down to just the currently selected item by checking "Selected Item". Manual notes can be added using the Add Message box at the bottom. Using a Message Type of "Customer Emailed" will actually email the customer from your customer service email address.
The Addresses tab contains the shipping address and billing addresses for the order. If an order has a bad address, you can attempt to fix and validate it here.
Th Item Quick Actions area gives customer service agents the ability to handle some of common issues.. Within this section are the following functions:
- Lost/Damaged: In the case of a package not arriving or an item arriving damaged, pressing this button will trigger the system to send out replacement items. If it's more than one item, you can multi-select the items in the panel above to apply to all select. This only becomes active after the order has shipped
- Cancel without Replacement: This button will cancel the item. This function too handles multi-select of items. Please see refunding customers for details on customers receiving refunds based on cancellations.
- Change Item: If the customer purchased the wrong item and wishes to replace the order with the correct item, or, if the item purchased is not in inventory and a suitable replacement has been found; press this button. *NOTE* Replacing the item will keep the price of the original item and should be adjusted as necessary. This function is also only a 1 for 1 replacement...you can't replace one item with two items. In many instances cancelling a replacing the order will work better than changing the item. You can either have the customer do this or perform this for them through Customer Assist.
- Transfer Item: Pressing this button will transfer items manually between stores. If an item has been placed in your eCommerce location due to Risk or because it wasn't previously in stock, this is the way to get that item into a location to be fulfilled.