Order Management

Improve your customer service or open a new sales channel

The Elastic path Commerce Manager provides CSRs with comprehensive order management, allowing them to:

• Create orders on behalf of customers without having the customers reveal passwords or credit card numbers. When creating orders, CSRs have access to all storefront search, navigation and merchandising tools
• Search for orders based on various criteria and view order details in a logical, tabbed layout (with required authorization)
• Add or remove items from orders
• Modify shipping details including shipping address, method etc.
• Split an order into multiple shipments, possibly to different addresses
• Process returns, exchanges and refunds (with or without merchandise returns); any required credit card authorizations or refunds are processed automatically

And because the desktop Commerce Manager offers superior usability and responsiveness, CSRs can perform their tasks more quickly and accurately, which increases customer satisfaction. For example, the ability to switch quickly between multiple open windows means CSRs can work with multiple orders at once or leave an order open while awaiting a call-back.

You can use these capabilities to improve your customer service or open a whole new telephone sales channel. Regardless of whether orders are placed online or over the phone, they are tracked and managed identically and all information is recorded as always in the customers' order history.