Hybris

Search Customer 

We can check on customers’ orders

Check the status open, closed or resolved & check the feedback

• Find customers : we can check on customers’ orders / we can search using the customer's mobile number or name 

• Find order :we can check on a specific order only /  to search using the order number 

• Loyalty customer: to check on the Shukran card linked to the account

Order details

• Once we open access to the order, we will be able to check on the below:

Order details: we can check on the items the customer ordered and the quantity. From order details, we can check on:

• Creation date

• Delivery mode

• Order status: 

  1. Completed: The order was successfully delivered to the customer

  2. Delivered: We have received his order and we will start processing it

  3. IN_PROGRESS: Customer’s order is under processing

  4. NOT_DELIVERED: The courier company tried to call the customer but he was not answering

  5. COD_ORDER_PLACED: Already confirmed and the status will change to submitted to the warehouse

  6. COD_ORDER_CONFIRMED: The customer’s order needs confirmation from our side

  7. SUBMITTED_TO_WAREHOUSE: Customer’s order is still in the warehouse

  8. PARTIALLY_CANCELLED: Part of the order has been canceled

  9. ON_VALIDATION_CANCELLED: The customer’s order is facing issues due to his payment method (Bank Account), you have to inform the customer to call the bank

  10. TRANSLATION_FAILED: Customer’s address is not clear

  11. NOT_PICKED: Customer did not pick up his order from the store for more than14 days 

• Landmark Loyalty program: if the customer has a Shukran card and is linked we can check from there. We can check on the card number, number of points earned, and number of points redeemed.

If the customer has a link issue, we can check and solve the issue from the loyalty Customer option.We can check on the status and delink if needed.

Linking Status:

• AUTHORIZATION_PENDING: Customer still waiting for the confirmation code( must be done in 10 minutes)

• Linked: Customer’s card is successfully linked with Landmark Customer will call us for two reasons:

• Customers are facing issues while trying to link the card (Did not receive the confirmation code, block), and from our side, we have to check if their card is blocked

• Customer will call to de-link his card

Consignments: From this tab, we can check on the courier handling the delivery and the status of the delivery or pickup if requested 

Notes:

• Tracking ID: Agent/Customer can track order using the tracking ID number

• Carrier: Company name

• Shipping Date: the date that the order has shipped from the courier company

• Actual delivery date: the delivery date

• Status: “Status of each order”:

  • Delivered

  • Shipped: delivered to courier to be shipped to customer

  • Picked up complete: The courier picked up the returned items

  • In transit: the customer has not received the

• Payment Transactions: we can check on the payment status

• Authorization – accepted: We have accepted the payment method and we are waiting for the bank to deduct the amount

• Authorization – canceled: We have not received the amount and the customer should contact his bank as the amount will be on hold

• Capture- accepted: The amount has been deducted from his bank account

• REFUND_FOLLOW_ON – Successful: the refund was successfully submitted to the customer’s account

• REFUND_FOLLOW_ON – Rejected: must be escalated on Jira 

Transaction status details must be successful

Return Request:  We cannot raise a return request for missing items or WWD items.

Details:

• RMA: Return request number

• Time Created: Return request date

• Voucher Code

• PG: Customer’s money will be refunded to a bank account

• RV: Return/Refund voucher

• Cash value: Customer’s money has been refunded to his/her bank account

• My credit: Refund amount added to customer’s online balance

• Status

  • Submitted to WH: we did not receive the returned items yet

  • Received to WH: we received the items

  • Refund in progress: we started the refund process

  • Conloc WH return: we received the items, but the refund is still not processed

Reasons not listed:

1. Copy Old RMA Number and Partner Tracking

2. Delete the RMA

3. Create a new RMA with the valid reason, pasting the old RMA and tracking number in notes

4. Choose the correct return reason

5. Delivery cost will be 0 – if Business Fault

Applied Vouchers:   From this tab, we can check on the voucher customers used.

Applied My Credit- Shukran wallet:  If the Customer used My Credit, you can check from Applied My credit

Order Management:

We use this tab to:

• Cancel Order: Cancel all the items in the order

• Partial cancel order: Part of the order (Ex: one item/10

• Refund Order: Return requests

• Process COD Order: To confirm COD orders

• Replace Order: NOT TO USE

• Resend invoice: to send the invoice on the registered email

• Refund Options for Shukran-linked Users:

• “My Credit” (refer to Shukran Pay): refund in Shukran Pay.

• Back to Source: original payment method.

• Refund Option for Shukran Non-linked Users:

• "Back to Source": The only available refund destination.

• Please be aware that the default refund mode will be My Credit (Shukran Pay), so the agents need to be

Resend Invoice

If requested by the customer we can send a copy of the invoice but the order must be delivered:

Uncollected order: to cancel a Click and Collect order