Messages - are they grouped by Customer or Order?
Sounds a bit daft - I had always assumed messages were grouped by Order as when you look at message you can see order details on right…however…
Today I had a message from customer - order not arrived and they wanted a refund. This was for an order placed on 20 Sept and according to tracking delivery was attempted on 23 Sept but no one was in. So I type a response to customer telling them to goto Royal Mail website where they could arrange redelivery
However, above this message I noticed another which I assumed was an earlier message about the order.
Customer saying Order was left exposed in letterbox and had been taken. I had responded then to say tracking showed item as delivered and it was too big to be left exposed in letterbox anyway so it may have been left with a neighbour.
There was no further response from customer but I then noticed that the earlier message was sent back in December so was not related to the current order at all.
This makes me now think messages are grouped by customer and not order - as I have a history here of 2 messages from same customer (both reporting item not received) but one from back in December and now one in Sept.
It would be good if messages are grouped by customer to show if getting persistent problems with the one customer. But how do I then access the previous orders for that customer? - the right hand panel only shows the latest order.
0 replies
Seller_7VbclcPFFRTnc
yes they are group by customer email in one thread - just like normal emails can be
Seller_qs0SIvVwguCY5
If you click into the order you will be able to see all of the other orders placed by the same customer by clicking the blue link. It says something like ‘2 orders from this customer’ or something like that and is underneath the Ship to info
Seller_tRuvBEHDedp4q
Thanks - its the first time I have noticed this grouping by customer
James - yes I found the link to the other orders, thanks
Customer bought same item twice from me - one back in December and again recently. Both items they reported ‘undelivered’. December order tracking shows delivered. Recent order tracking shows as ‘Delivery attempted’
One unlucky customer…
