We have a number of call centre staff who need to start taking orders over the phone.
Now I'm fully aware that draft orders in Shopify are quite limited. There's a number of things we need it to do that it just can't - take discount codes and looking up customers by postcode for example. All things that are pretty essential for call centre staff.
I'm also aware that there doesn't currently seem to be an app that addresses these limitations. EditOrder does to an extent but it would be too complicated for call centre staff.
Does anyone have a similar issue? Do you have any thoughts about how to resolve this other than developing a custom app?
This isn’t my area of expertise, but might one of the invoice apps work for you? If I recall, one of them allowed for the creation of invoices on unpaid orders. I don’t know if it would still involve creating draft orders or not. I’m not aware of an app that improves the draft order process itself.
Unfortunately not as we need to take payments over the phone which an invoice app wouldn't be able to do.
Interestingly, it seems there's a lot of historical forum posts of people looking for similar things and also, Bold once developed an app that did it but it no longer exists:
Anders from the Shopify Social Care team here. Thanks for reaching out and providing this feedback.
Our team here often works as an 'ear to the ground' for feature requests from our community. Expanding the draft order functionality is something we hear often, and while I can't provide a direct timeline, I'd be happy to pass this along to our development team for consideration.
Anders3 | Social Care @ Shopify
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Thanks for your reply.
Unfortunately I don't think either of those apps will help us. Looks like a custom app is the only way to go.
If you are still looking for a solution to this take a look at how our app, AirPower, enables you to create/update draft orders from Airtable. You can see the sample Airtable base to do this here, and we have a help article on how to set this up - How to create draft orders from Airtable .
We have a few clients that are using it for a quite similar set up to what you describe. The sales/support folk have access to their draft orders table in Airtable, and can add new draft orders or modify existing ones very quickly.
Yeah I searched Shopify forums and API docs, it seems like they dont allow us to query customer based on zip code.
For the applying discount code part, I thought of creating a checkout just like a normal customer would do, apply the discount code, but don't complete the checkout. Then go to Abandoned Checkout and convert it into Draft Order, this way, the discount code and also custom product options can be captured.
I have made an app that lets you convert Abandoned Checkout into Draft Order while retaining the discount code, product options and customer information, I think this could speed up draft order creation for your call centre staff as well.
Here's the app : https://apps.shopify.com/draftable
Hope this can help you.
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