Customer service

Customer service answers the question "What is going on with this order?". You search for an order or a customer and see items, statuses, payments, shipments, returns and documents on one page. Everything is read-only: plinth changes nothing in Shopware. Personal data is masked until a person with the right permission reveals it.

Where to find it

Open Shop and customers > Customer service. The page shows one search field. From the results you reach:

• the order page (Order ...),
• the customer page (Customer ...) with all orders of this customer.

What you need

• The permission View customer service to search and to view order and customer pages. Personal data is masked.
• Reveal personal data to show masked names, addresses, email addresses and phone numbers and to open documents (invoice, credit note).
• Write notes to write internal notes on orders and customers.
• Edit reply texts to change the shop's reply texts.
• A connected shop with its access keys, see Onboarding wizard. The data is read live from Shopware.

Permissions are assigned in Access.

Note: Every search, every page view, every reveal and every opened document is written to the audit log, see Audit log.

How do I find an order or a customer?

1. Open Shop and customers > Customer service.
2. Type into the field Search for an order or customer. You can enter:

3. Click Search or press Enter.
4. If there is exactly one hit, it opens directly. Otherwise the results are listed under Customers and Orders. Click a row to open it.

A name alone is not enough: plinth then shows Search too broad. Add the ZIP code.

Note: Searches by email or name are never put in the address bar. You cannot share them as a link; use the search field instead.

How do I check the status of an order?

1. Open the order.
2. The tiles at the top show the state of the Order, the Payment and the Delivery as stored in Shopware, the Total and Returned (items).
3. Line items lists the products with Product no., Qty, Unit price, Total and Return.
4. Status history shows who changed which status and when.

Loaded ... shows the time the data was read. Click Reload to load fresh data from Shopware. In Shopware admin opens the order in the Shopware admin in a new tab.

How do I check payments and refunds?

1. Open the order and go to Payments.
2. Each transaction is shown with its state and the references as Shopware stored them (for example from the payment provider).
3. Capture means the amount was collected by the payment provider. Refund means the amount went back to the customer.
4. Returns and credit notes shows registered returns and whether they were refunded (refunded ... or not refunded yet).

How do I check shipments and tracking?

1. Open the order and go to Shipments.
2. You see the delivery with its state, the Delivery time and the Tracking number. If there is none yet, the page says "No tracking number yet."
3. If the shop uses a shipping plugin, the block Shipments (plugin) shows its shipments, and Returns (plugin) the returns from the returns plugin.
4. The block Export (Roqqio, Shopgate) shows the status of the handover to the warehouse and the retail system: exported ... or not exported.

Some blocks depend on what the shop has installed. A block then shows "Not set up (plugin entity missing in the settings)." or "Not present in the shop." This is not an error.

How do I answer the customer with a ready text?

The order page shows Reply texts at the top right: ready answers that plinth builds from the state of the order. plinth sends nothing. You copy the text and paste it into your mail or ticket tool.

1. Open the order.
2. Under Reply texts the texts marked fits the state come first, for example Shipped, with tracking link for a shipped order. All other texts are under more reply texts.
3. Choose the language of the text with German or English.
4. Click Copy and paste the text into your answer.

If a text lacks a value, for example the tracking number, it shows incomplete. The place is marked in the text, the reason is listed below it, and there is no Copy button. This way you never copy a text with a gap.

While personal data is masked, the greeting has no name ("Guten Tag,"). After Reveal personal data plinth puts the name in.

Note: plinth does not store the answers and writes nothing to Shopware. Only the shop's text templates are stored.

How do I change the reply texts?

You need the permission Edit reply texts.

1. On the order page, click Edit texts under Reply texts. Or click Reply texts at the top of the search page.
2. Under General you set:
   • German form of address: Sie (formal) or du (informal). The order page shows the chosen version.
   • Sender: the text for {shopname}, for example "Your Beispielshop team".
   • Tracking link: a pattern with {code} in place of the tracking number. If the field is empty, plinth uses the pattern of the shipping method in Shopware.
3. Under Texts, open a situation and change the text for German (formal), German (informal) and English.
4. Click Update preview. The preview shows the text with an invented order. Nothing is saved.
5. Click Save.

Restore default text resets a situation to the text that ships with plinth.

Placeholders are written in braces. These exist:

How do I open an invoice or credit note?

1. Open the order and go to Documents.
2. Click the document. It opens as a PDF in a new tab. This is logged.
3. The mark sent shows that Shopware mailed the document.

Opening documents needs the permission Reveal personal data. Shopware does not store sent emails, so plinth cannot show the emails themselves.

How do I see a customer's history?

1. On the order page, click Customer page. Or open the customer from the search results.
2. The tiles show Orders, Revenue, Avg. order value, Return rate and Last order. Canceled orders do not count.
3. Customer's orders lists the orders. Click a row to open the order.
4. Addresses shows the billing address and the default shipping address.

For customers with very many orders only the newest orders are shown; the figures then say from how many orders they come. Guest marks an order without a customer account.

How do I reveal masked personal data?

Without a reveal, names, email, phone and street are masked: you see only the first letter or the last digits. The customer number, ZIP code, city and country stay visible.

1. Open the order or the customer.
2. Click Reveal personal data.
3. Names, address, email and phone are shown in clear text for 10 minutes. The page shows Personal data visible.
4. Click Mask again to hide the data at once.

Warning: Every reveal is logged with your name. Reveal data only when you need it for the case, and mask it again before you share your screen.

If the button is missing, you do not have the permission Reveal personal data. The page then says: "Names, email, phone and street are masked. Showing them needs the "Reveal personal data" permission."

How do I write an internal note?

1. Open the order or the customer and go to Internal notes.
2. Write into the field Note, for example the result of a call.
3. Click Save note.

Notes are visible in plinth only, not in the shop and not to the customer. A note can have at most 1000 characters; an order or a customer can have at most 50 notes. Writing notes needs the permission Write notes.

Note: Do not write sensitive personal data into notes. Notes are not masked.

Common errors and fixes

See also

• Monitoring: alerts that link to an order in customer service
• Returns: returns of the whole shop
• Audit log: who searched and revealed what
• Access: permissions
• Glossary