Customers in Elastic Path Commerce

Overview

The Customers activity is intended for the use of customer service representatives (CSRs). It enables users to manage all aspects of orders and customer profiles, and can be accessed on the toolbar by clicking the Customers button.

Customers icon in Commerce Manager toolbar

Every processed customer order is assigned to the store in which it is created. Administrators and CSRs can only access orders from stores that they have permission to view or manage.

Order Workflow Process

Order workflow diagram

Searching for an Order

On the toolbar, click the Customers button.
In the Orders tab of the Customers Search pane, enter values in the search term fields.

Note: When searching for customer information (first and last name, email, postal code, etc.), values are compared against each order's billing address.
In the Sorting section, select a field name from the Sort By Column list, and set the Sort Order (ascending/descending).
Click Search

Sorting Order Search Results

The Order Search Results are listed by Order ID by default. You can sort the results by clicking a column header. The results are sorted according to the column header selected.

You can sort using the following column headers:

Order number
Store
Customer Name
Date/Time
Total
Order Status

Viewing and Editing an Order

On the toolbar, click the Customers button.
In the Orders tab of the Customers Search pane, enter values in the search term fields.
Click Search.
In the Order Search Results tab in the top right pane, double-click the order you want to view.
In the bottom pane (depending on the state of the order and your privileges), you may view or edit an order's details as required:
- Summary tab
  - Cancel the order
  - Open the customer profile
  - Open the account profile
  - Edit the billing address (if the order is not completed yet)
- Details tab
  - View shipments on the order
    - Edit the shipment line items
      - If there is order item data on the line items, you can view it by selecting the item and clicking Item Detail
      - Note: You cannot edit personalization information from within Elastic Path Commerce.
    - Edit the shipping method (if the shipment is not released yet)
    - Edit the shipping address (if the shipment is not released yet)
  - View the promotions on the order
  - View the order data values
  - Release the shipment
  - Cancel the shipment
  - Create a return
  - Create an exchange
- Payments tab
  - View the payment summary
  - View the payment history
- Returns and exchanges tab
  - View any returns or exchanges related to the order
- Notes tab
  - View events and notes related to the order
- Holds tab
  - View holds on the order
  - Mark holds as resolved or unresolvable
On the toolbar, click Save

Order Events

Information about the various events that occur in an order's lifetime is tracked for auditing purposes. This includes details about returns, exchanges, and refunds.

Events are recorded regardless of who initiated the action or how it occurred. Everything from order creation in the store to a CSR's modifications is tracked. CSRs may add their own comments to orders, and these comments are also included in the auditing information.

Any user with the appropriate authorization may view the entire audit history of an order. The system provides a reverse chronological display of events, detailing the date-time, event creator, and event action. This allows CSRs to quickly scan the entire history of an order.

Order Locking

The idea behind "locking" orders is to prevent multiple CSRs from modifying the same data simultaneously. This can cause unexpected behavior and result in corrupted data. When a CSR opts to edit an order, it is automatically locked. Until the order is unlocked, no one else is allowed to edit it.

Consider the scenario two CSRs - Bob and Ann. They both want to modify the same order - Order ABC. Ann is the first to begin editing, so the order is locked. When Bob attempts to enter the edit screen for Order ABC, he is denied by the system: an error dialog box explains that someone else is modifying that order, and that he can only view it in read-only mode. After Ann performs an action that causes the order to get unlocked, Bob can then modify Order ABC.

Consider another scenario - Assume that Bob opens Order ABC for viewing when it is locked by Ann. Ann makes changes to the order and saves it, causing the order to get unlocked. Bob then sees an error dialog box that relays the following information: "Order ABC cannot be edited as another user has made changes." The dialog box allows Bob to either "Reload" (which refreshes the product page and allows Bob to modify the order), or "Cancel" (which closes the dialog box.) This ensures that Bob does not modify any outdated data.

An order is unlocked under the following circumstances:

CSR Action	System Action
CSR saves order	The system automatically unlocks the given order, on completion of the save transaction.
CSR closes order editor (saves changes on prompt)	The system automatically unlocks the given order, on completion of the save transaction.
CSR closes order editor (abandons changes on prompt)	The system automatically unlocks the given order.
CSR closes Elastic Path Commerce (with open orders and saves changes on prompt)	The system automatically unlocks each order, on completion of the save transaction.
CSR closes Elastic Path Commerce (with open orders and abandons changes on prompt)	The system automatically unlocks each order.

Order Lock Indicator

A locked order's status is indicated onscreen by a closed padlock icon and the name of the CSR who locked it. An unlocked order is accompanied by an open padlock icon on the order page. If changes are made, the order automatically locks and the padlock icon changes to its closed form. The name of the CSR is also displayed next to the padlock.

Unlock Orders Privilege and Special Situations

Occasionally, special situations arise that call for the manual unlocking of an order. For example, a CSR may be in the middle of editing an order when she falls ill and leaves the office; however, she leaves the editor open, so the order remains in a locked state.

In these and other special situations, a supervisor with the correct role – one that grants them the Unlock Order privilege – may forcefully unlock the order. More specifically, supervisors who open a locked order see the Unlock Order button. If this is clicked, the lock on the order is removed. The Unlock Order button is not visible to users without the correct credentials.

Let us presume the supervisor makes changes to the now unlocked order. When the original CSR returns to work the following morning and tries to commit her changes, she sees an error dialog box alerting her to the fact that the order is modified since the page was loaded. This prevents her from overwriting the changes that someone else has made to that order. She now has to reload the order, which will give her the opportunity to note any updates and take them into consideration before (and if) she makes any further modifications.

If a CSR's computer crashes while they are in the middle of editing an order, it is possible for them to resolve the issue without having to ask a supervisor to use their Unlock Order privilege. They simply reload the Elastic Path Commerce browser session, search for the order they were modifying, open it, complete modifying it, and save the order.

Unlocking an Order

You can search for the order you want to unlock and double-click it to view it. Assuming you have the proper credentials, click the Unlock Order button in the top rcorner of the tab.

Order Holds

You can configure Elastic Path Commerce to place orders on hold during checkout under certain circumstances, such as when a business user requires a manual review.

On the toolbar, click the Customers button.
On the Orders tab of the Customers Search pane, set the Order Status field to On Hold.
Click Search.
On the Order Search Results tab in the top-right pane, double-click the order you want to view.
On the bottom pane, click the Holds tab.
Review each hold according to your business processes.
If the hold is ready to be resolved, click the hold in the list, then click the Mark Resolved button. If the hold cannot be resolved, click the hold in the list and click the Mark Unresolvable button.
Enter a comment and click Submit.

The status of the hold will change to either RESOLVE_PENDING or UNRESOLVABLE_PENDING. This means that a message has been sent to the Integration Server to process the hold update.
After a few seconds, on the toolbar, click the RELOAD button.

The status of the hold should change to either RESOLVED or UNRESOLVABLE. If all holds are resolved, the order state will change to In Progress or Completed. If a hold was marked unresolvable, the order state will change to Cancelled.

Splitting a Shipment

You can "split" shipments to improve customer satisfaction. Splitting a shipment refers to the formation of multiple shipments based on the components of a single, original order. These new shipments can then be shipped to either a single address or to multiple addresses. This feature is particularly useful for orders that include pre-ordered or back-ordered items. In-stock items can be shipped immediately, while preordered and/or backordered items are delivered at a later date.

Customers cannot split shipments themselves. Only CSRs and other authorized personnel may perform this action for them, so customers must call in to request this feature.

On the toolbar, click the Customers button.
In the Orders tab of the Customers Search pane, enter values in the search term fields.
Click Search.
In the Order Search Results tab in the top right pane, double-click the order you want to view.
In the bottom pane, click the Details tab.
Select the components you want to split from the original order.
Click Move Item.
In the Move Item dialog box, select the address the new split shipment should be delivered to and the shipment method to use.

Note: If the address you want to enter is not present in the list, you can configure it in the next step.
Click OK.

Note: There is now a separate Shipping Information section for each split shipment you create. You may edit the shipping address of any of the split shipments as required, allowing you to add new delivery addresses

Updating an Order

Until an order ships, CSRs can modify the order to increase or decrease a line item amount.

On the toolbar, click Customers.
In the Orders tab of the Customers Search pane, enter values in the search term fields.
Click Search.
In the Order Search Results tab, double-click the order.
Click the Details tab.
To edit a line item, click the line item.
To edit the number of items ordered, click the Item Details icon on the quantity.
Click Save.

The Payment Authorization dialog box opens.
In the Payment Authorization dialog box, select the payment source.
Click Authorize.
- If the authorization is successful, click Done.
- If the authorization fails, click Back to retry or to discard the changes.

Returns, Exchanges and Refunds

CSRs and warehouse staff may perform and accept returns, respectively. Returns and exchanges maximize user satisfaction and increase buyer confidence and sales.

Only authorized CSRs can create a return or exchange. The system automatically creates a unique code, called the Return Merchandise Authorization (RMA) code, for all such transactions. Typically, the RMA number is recorded on the physical return to assist warehouse employees in matching the receipt of the return to the correct customer account.

The process for completing a 'Shippable' versus a 'Digital Asset' SKU is slightly different, because for digital assets there is no requirement to receive the returned good prior to completing the return.

Regardless of the nature of the SKU, for each item being returned, the CSR must enter the following details:

Quantity being returned : The number of items being returned
Reason for return : Select from a list of both system defined and custom reasons (for example, Damaged, Defective, Unwanted Gift, Wrong Size.)
Comments : CSR comments about the return item (for example, "Customer no longer has the original packaging".)

For shippable items, the CSR must specify whether the returned products must be physically received back into the warehouse or not before completing the processing of the return. For digital assets, there is nothing to physically receive, so the return is processed immediately.

For shippable SKUs, the customer may want a refund or they may want to exchange what was received for something else. Depending upon their selection, the CSR has the following additional steps to perform:

Refund : The CSR enters a refund amount to be credited to the customer. The system suggests a figure based on the purchase price, the promotions at the time of the order, and taxes. The refund can be manual or from the original payment source
Exchange : The CSR selects a SKU to exchange the incoming product for. By default, the system suggests the same SKU as the one being returned

For digital assets, only refunds are issued as part of a return.

Usually refunds are credited to the purchase medium used in the original purchase. However, in special situations, CSRs may issue a refund to another payment source. For example, if the buyer used a now-expired credit card for the purchase, a CSR may issue the refund to another credit card.

Shippable Good Returns and Exchanges Workflow

The following diagram shows the workflow for returns and exchanges of shippable items.

Returns and Exchange workflow diagram

Searching for a Return or Exchange Order

When performing a return or exchange for a shippable item, the item originally received by the customer may be required to be returned to the warehouse before the return is completely processed. To process the item that is returned to the warehouse, the corresponding RMA must be found.

On the toolbar, click the Warehouse button.
In Warehouse pane, click the Returns tab.
In the Search Terms section, enter the search terms and click Search.

Note: Entering more search terms narrows your search results

Digital Asset Return

To create a return for a digital asset, do the following:

On the toolbar, click the Customers button.
In the Orders tab of the Customers Search pane, enter values in the search term fields.
Click Search.
In the Order Search Results tab in the top right pane, double-click the order you want to view.
In the bottom pane, click the Details tab.
Click Create Return.
In the Create Return wizard, enter the return quantity value for the item to return, and select the corresponding reason in the given fields.

Note: If desired, you can enter notes or additional information in the Notes field.
Click Next.
In the Create Return wizard, select the payment source to which the refund should be issued.

Note: The Manual Refund option is used if some other mechanism is to be used for the refund, such as issuing a check.
Click Next to complete the return.

Note: The refund is now listed on the Returns and Exchanges tab for the order.
Click Finish

Creating a Refund

At times, a refund may need to be issued outside of a return being performed. For example, a customer is very unhappy with service, and so as an act of goodwill, the CSR may want to make amends to the customer by giving them some funds back. Only CSRs who are granted the Can Create Refund permission can perform this function. This kind of refund can be created at any time for an order and is not dependent upon the shipment status.

On the toolbar, click the Customers button.
In the Orders tab of the Customers Search pane, enter values in the search term fields.
Click Search.
In the Order Search Results tab in the top right pane, double-click the order you want to view.
In the bottom pane, click the Details tab for the order.
In the Details tab, click the Create Refund button.
In the Create Refund wizard, enter the refund amount you are refunding to the customer and a note with the details.
In the Refund Options area, select either the original payment source or select manual refund to credit the refund.
Click Next to complete the refund.
Click Finish

Customers

A customer record contains information about a person or organization that can own or transact on shopping carts and purchases. Elastic Path supports three types of customer records:

SINGLE_SESSION_USER: Represents a shopper who browsed the site. The shopper might have added a product to the cart or made a purchase but did not register or login.
REGISTERED_USER: Represents a shopper who has created an account in the store.
ACCOUNT: Represents an organization that shoppers can transact on behalf-of, if they are associated to the organization.

Searching for Users

On the toolbar, click the Customers button.
In the Customer Service Search pane, click the Users tab.
In the Search Terms section, enter the search terms in the fields to narrow your search.
In the Sorting section, select to sort by heading from the Sort By Column list, and set an ascending/descending Sort Order.
Click Search

Sorting User Search Results

By default, customers are listed in the search results by their Shared ID. You can re-sort the results by clicking a column header. The results are sorted according to the column header selected.

You can sort customer search results using the following column headers:

Shared ID
Default Billing Address
Email Address
First Name
Last Name
Telephone #

Searching for Accounts

On the toolbar, click the Customers button.
In the Customer Service Search pane, click the Accounts tab.
In the Search Terms section, enter the search terms in the fields to narrow your search.
In the Sorting section, select to sort by heading from the Sort By Column list, and set an ascending/descending Sort Order.
Click Search

Sorting Account Search Results

By default, customers are listed in the search results by their Shared ID. You can re-sort the results by clicking a column header. The results are sorted according to the column header selected.

You can sort customer search results using the following column headers:

Shared ID
Business Name
Business Number
Default Billing Address

Editing a User record

On the toolbar, click the Customers button.
In the Customers Service Search pane, click the Users tab.
In the Search Terms section, enter the search terms in the fields to narrow your search.
In the Sorting section, select a sort order by heading from the Sort By Column list and set a Sort Order.
Click Search.

The search results are listed in the Customer Search Results tab, located on the upper right pane.
Double-click the record you want to edit.
Depending on your privileges, you may edit a customer’s information as required:
- Customer Profile
  - Manage a customer’s attributes, their preferred locale, and other registration information.
  - When selecting a preferred language, ensure that you also select the correct locale. Depending on the locale, your prices can display differently. For example, with the US locale, your price appears as $14.25.
- Addresses
  - Manage a customer’s address(es), and sets the customer’s default billing and shipping addresses.
- Orders
  - View the details of a customer’s order(s) and creates an order for the customer.
- Customer Segments
  - View the customer segments a customer belongs to and add new customer segments.
- Customer Data Policies
  - View data policies that apply to a customer, data points collected for a data policy, and remove a customer’s data.
On the toolbar, click Save

Disabling a User record

You cannot delete user records from the system. The reason is to ensure that there are complete audits and informational integrity. For example, a user’s orders cannot be orphaned.

You can modify the Customer Status to one of the following settings:

Active: The user is able to sign in to the store and purchase products.
Disabled: The user is not able to sign in to the store to purchase products.

From a user’s perspective, disabling the record is the equivalent of deleting them from the system, with the benefit of being able to change the status back to Active at a later date.

Resetting a User’s Password

Open a user record.
In the bottom pane, click Reset Customer Password.
In the Customer Password Reset - Confirm dialog box, click OK.

note

An e-mail containing a new, system-generated password is automatically sent to the customer.

Creating an Account record

On the toolbar, click the Customers button.
In the Customers Service Search pane, click the Accounts tab.
In the Search Terms section, enter the search terms in the fields to narrow your search.
In the Sorting section, select a sort order by heading from the Sort By Column list and set a Sort Order.
Click Search.

The search results are listed in the Account Search Results tab on the upper right pane.
Click the Add Account button, located above the search results.
Fill in the required fields and click Next.

note

This page includes options to either generate a shared ID automatically, or specify one manually. If your users register through a separate system and you need to maintain a consistent identifier between that system and Elastic Path Commerce, then manually specify the identifier from that system here. Otherwise, choose the option to generate the shared ID automatically.
Fill in the account attributes and click Finish.

Editing an Account record

On the toolbar, click Customers.
In the Customers Service Search pane, click Accounts.
In the Search Terms section, enter the search terms in the fields to narrow your search.
In the Sorting section, select a sort order by heading from the Sort By Column list and set a Sort Order.
Click Search.

The search results are listed in the Account Search Results tab on the upper right pane.
Double-click the record you want to edit.
Depending on your privileges, you may edit a customer’s information as required:
- Customer Profile
  - Manage a customer’s attributes, their preferred locale, and other registration information.
  - When selecting a preferred language, ensure that you also select the correct locale. Depending on the locale, your prices can display differently. For example, with the US locale, your price appears as $14.25.
- Addresses
  - Manage a customer’s address(es), and sets the customer’s default billing and shipping addresses.
- Orders
  - View the details of a customer’s order(s) and creates an order for the customer.
- Customer Segments
  - View the customer segments a customer belongs to and add new customer segments.
- Child Accounts
  - Manage the child accounts related to this account.
- Associations
  - Manage the shoppers who are allowed to transact on behalf of this account.
On the toolbar, click Save

Disabling or Suspending an Account record

You can modify the Customer Status on an account to any of the following values:

Active: Associated users are able to transact on behalf of the account and make purchases.
Suspended: Associated users are able to transact on behalf of the account, but are not permitted to make purchases.
Disabled: Associated users are not able to transact on behalf of the account.

If an account is suspended, and a buyer attempts to purchase on that account, they will be blocked from purchasing with a structured error message with id account.suspended.

From a user’s perspective, disabling the record is the equivalent of deleting the account from the system, with the benefit of being able to change the status back to Active at a later date.

Deleting an Account record

You can only delete an account record if the account and its child accounts are not associated with any purchases. The reason is to ensure that there are complete audits and informational integrity.

On the toolbar, click Customers.
In the Customers Service Search pane, click Accounts.
In the Search Terms section, enter the search terms in the fields to narrow your search.
In the Sorting section, select a sort order by heading from the Sort By Column list and set a Sort Order.
Click Search.

The search results are listed in the Account Search Results tab on the upper right pane.
Select the account to be deleted.
Click Delete Account. If the account and none of its children are associated with any purchases, then a confirmation dialog box appears.
Click OK to confirm deletion of the account and all its children.

Managing Child Accounts

Accounts can be associated child accounts. Child accounts usually represent departments or regions that are important to separate for purposes of entitlement tracking or associate permissions.

Adding a Child Account

Open an account record.
In the bottom pane, click the Child Accounts tab.
Click Add Child Account.
Fill in the account details, and click Next.
Fill in any relevant profile attributes, and click Finish.

Managing Associates

Associates are users who are permitted to transact on behalf of the account. They can add to cart or place orders with any account-specific pricing, but any purchases are associated to the account rather than the user.

Adding an Associate

Open an account record.
In the bottom pane, click the Associates tab.
Click Add Associate*.
In the Add Associate dialog box, enter the email address of the user you want to add into the User Email field, and select the Role from the list.
Click Save.

Removing an Associate

Open an account record.
In the bottom pane, click the Associates tab.
Highlight the associate in the list that you want to remove.
Click Remove Associate.

This will not delete the user; it will simply remove the association.
In the Remove Associate dialog box, click OK.

Managing Customer Segments

By default, all customers are assigned the PUBLIC customer segment. You can add and remove new customer segments to a customer, but you cannot remove the PUBLIC customer segment.

Adding a Customer to a Customer Segment

Open a customer record.
In the bottom pane, click the Customer Segment tab.
Click Add Segment.
In the Add Customer Segment Membership dialog box, select the Segment Name from the list.
On the toolbar, click Save

Removing a Customer from a Customer Segment

Open a customer record.
In the bottom pane, click the Customer Segment tab.
Click Remove Segment.
In the Remove Customer Segment Membership - Confirm dialog box, click OK.
On the toolbar, click Save

Customer Data Policies

You can use the Customer Data Policies tab to manage the data policies that apply to a customer and data associated with the data policies.

The Customer Data Policies tab shows:

Data policies that apply to a customer.
Whether a customer has given consent to a data policy.
When was the consent last updated.
The status of the data policy.

Viewing Data Points in a Data Policy

Open a customer record.
From the bottom pane, click the Data Policies tab.
To view data points of a data policy, select the data policy.