How do you effectively manage back-to-back phone orders?

How do you effectively manage back-to-back phone orders?

WesleySnipes
Tourist
10 0 1

We have had a couple of hiccups in regards to taking phone orders. In previous previous shopping carts I would enter the order directly into our website. If customer service needs to place back-to-back phone orders we can not get the previous customers information off the site. Does that make sense? It keeps entering the previous customer's info and we fumble around trying to get that person's information off our screen to place the new order.  

 

So my question is how do you do it? Directly through your website or do you create orders inside the Shopify admin section? Love to hear how others handle this as business is growing and we want customers to feel confident with our customer service. 

Replies 3 (3)

StephensWorld
Shopify Partner
1400 174 368

Hey @WesleySnipes 

 

You can accomplish this via creating "Draft Orders" via the Shopify admin. 

 

https://help.shopify.com/en/manual/orders/create-orders 

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https://stephens.world
support@stephensworld.ca

WesleySnipes
Tourist
10 0 1

Hey Stephen, I appreciate your response. I should have done a better job explaining our situation. We sell medical garments requiring technical assistance to determine the size and find the correct garment. We have over 50K SKUs, so drafts don't work. Customers typically do not call and say I need "X," or give us an item number. I should have just asked how we go about resetting the website so that we can place the next order. This may be a cookies issue or a setting in our PC trying to help us by remembering the previous information and entering it for us. Shopify just isn't as CSR-friendly or set up to be as ProductCart was. I am trying to adapt. 

StephensWorld
Shopify Partner
1400 174 368

I'm not sure if I understand what you're asking. 

 

If you're trying to place the order for your customer, then the draft orders definitely would be the best option.

If you're trying to place an order on your actual website (not via the Shopify admin), and you're doing multiple orders this way per day/week, then when you get to checkout, it would probably remember your details from your last order. This would definitely be a cookies situation. The easiest way to bypass this would be to do things in an incognito tab (as 'incognito' mode ignores previously saved cookies). 

However, if you're placing the order via your website (as a customer would), it does make more sense to do the draft orders, as it's essentially the same functionality, but it also allows you to create custom line items (if you're not picking a specific SKU/product). 

Let me know if I'm missing what you're asking here though, and I can try to answer better! 🙂

★ Did my post help? If yes, then please like and accept solution. ★

https://stephens.world
support@stephensworld.ca