Where's my order?

[azpro]

Put it (also) in a admin contact_us page - with standard listing. That's what we do.

And on a side note - we answer old fashion via Outlook ... Before - we answered from the admin contact_us / via server. But my experience / learning from the past years - Do not automate everything - customers really like a personal touch. It is the only thing (IMHO) to compete with Amazon etc.

[burt]

Do not automate everything

How would the customer know that this is automated?

I *guess* by the immediate email that is in their inbox about 5 seconds after they contact you?

If that's the only way to detect this is automated...

...instead of an immediate email
...push the email into the Queue ?

[bonbec]

Indeed, if the automated email is sent immediately, we can guess that it's one.
Another case where we can guess that it's an automated email:
When a customer finds themselves in the same situation twice, they'll receive the same email twice, so they'll assume they're automated emails.
But let's be honest, when we create emails manually, we tend to use roughly the same formulas. Only the sending delay shows that it's not automatic.

The idea could be to have several email templates that would be chosen either randomly or managed by the script: if the customer has already received template A, send template B. Both are sent with a delay.
This risks being a bit of a hassle, but it can prevent the customer from feeling like they're being contacted by a robot.

[azpro]

What came to mind - If customers login to check the status of their order - they do not click through .. in the orders List they read the status (eg processing) at account_history.php but don't click to account_history_info.php where we provide a lot of comments about the order (eg longer delivery time).

Don't know why - but that happens a lot of the time.

[burt]

The idea of my original post was a customer who ordered, but does not log in.
He just goes to contact_us to ask where order is.

What came to mind - If customers login to check the status of their order - they do not click through .. in the orders List they read the status (eg processing) at account_history.php but don't click to account_history_info.php where we provide a lot of comments about the order (eg longer delivery time).

Don't know why - but that happens a lot of the time.

Idea for your scenario

1/ amend the account_history page to add in modal to popup of each Order. The modal would more or less show what account_history_info shows (per order).
1a/ add in some sort of alert telling people that there is comments, if they open the modal.

2/ Nuke account_history_info entirely

Seems like a win?

[azpro]

No - I like account_history_info.php .......... I think will test with more text and images/icons to drive them to it. Maybe - Take out the status text on account_history.php ....

And otherwise I will take out my gun and shoot them

And I like it if they call me - it's IMHO the best way to promote your business.

[bonbec]

Another way:
Create a new order_status called "Delayed".
When an order is moved to this status, an email is sent to the customer. A comment is added explaining the reason for the delay.
Then, when the order can continue, the status is changed to "Processing". The customer receives a new email.
This is what I did for my OSC store, and I no longer had customers contacting me to find out the status.

[Dan Cole]

Another way:
Create a new order_status called "Delayed".
When an order is moved to this status, an email is sent to the customer. A comment is added explaining the reason for the delay.
Then, when the order can continue, the status is changed to "Processing". The customer receives a new email.
This is what I did for my OSC store, and I no longer had customers contacting me to find out the status.

Agreed. I don't see many customers logging back in to our site after they place their orders. Emails seem to be the best way to keep them informed in my opinion.

Dan