[intro]Sometimes, you may need to process an order for one of your customers without them being present. This Guide takes you through the essential steps you need to follow to ensure that their order is processed correctly. [/intro]
There may be occasions when you need to process an order for one of your customers. This can be for a myriad of different reasons; sometimes customers who are not used to online shopping can find the process a bit of a struggle if they’ve not done it before, or perhaps they have rung you up to place an order over the phone. It’s an excellent opportunity for you to provide an excellent customer service experience if this is the case and it encourages the customer to form a relationship with you as a business. However, whatever the reason for processing a customer’s order for them, it’s crucial that you do this correctly.
1. Use the correct browser
Before you begin, you need to open an incognito/in-private browser window. This is to ensure that any personal details (such as names, addresses, cart contents and payment details) are not copied over from your own browser.
2. Select the Products
Visit the front end of your EKM online shop via the domain name as a customer would normally, and add the relevant Products to the Cart for them.
3. Taking Payment
At this point, how you complete the order depends on how you have set up your EKM online shop. If the customer is on the telephone with you and you have the facilities to do so, you will be able to process the payment.
However, if the customer is not present or on the telephone, you may be best using the Abandoned Cart feature instead. Simply obtain the customer’s email address and when you have added their Products to the Cart, add their email address to the Checkout Flow. The Abandoned Cart feature (when enabled correctly) will then email the customer the link to the order, allowing the customer to visit your EKM online shop and pay for their order.
[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question to ask the EKM Team, join us in EKM Community. [/contact]