How to answer "where is my order" for a Maropost store in Zendesk
By Jake Marsh · Updated
To answer a "where is my order" ticket for a Maropost Commerce Cloud (Neto) store, install Postiewell and open the ticket. The requester's orders appear in the sidebar, matched by the email addresses on their Zendesk profile. Open the order to see its status, tracking from each order line with a carrier link and any items still to ship, then click Insert status in reply to add the status and tracking to your reply for you to edit.
Steps
- Open the ticket. Postiewell looks up every email on the requester's profile (up to five) as a Maropost customer and lists their orders.
- Find the order. Order numbers written in the subject or first message, like
N10155or digits after "order", "#", "invoice" or "ref", are read too. Otherwise type an order number or email into the lookup box. - Open it. Check the status, the items, and tracking from each order line with its carrier link.
- Look for a split shipment. Items still to ship are listed, so you can tell the customer what is on the way and what follows.
- Click Insert status in reply. The status and tracking go into the reply, ready to edit.
- Optional: leave a note for the warehouse. If you're allowed, Add sticky note puts a note on the order titled "Zendesk ticket #123 (ref)".
What the order shows
| Section | What you see |
|---|---|
| Status | New, Pick, Pack, Pending Dispatch, Dispatched, On Hold and the store's other statuses |
| Items | SKU, quantities and backorders |
| Totals | Coupon, GST and each payment with the paid state |
| Delivery | Address and delivery instructions |
| Tracking | From each order line, with the carrier and tracking link your store recorded |
| Returns | RMAs with reasons, outcomes and refunds |
| Sticky notes | The order's existing notes |
When the order doesn't show
| What happened | What to do |
|---|---|
| The customer ordered with another email | Look the order up by number, or add their other email to their Zendesk profile. |
| The order number in the ticket belongs to someone else | Postiewell lists it by number with a masked email and doesn't show it. Look it up on purpose only if you're sure. |
| The account placed orders with several emails | Only orders placed with the requester's own address show; the rest are counted and hidden. |
| A busy customer with many orders | Postiewell reads up to 50 orders at once, plus everything from the last 180 days. Use the lookup box for older ones. |
Put an order on hold from the ticket
If an admin turns on Allow status changes and lists the statuses agents may set (default: On Hold), allowed agents can click Change status. Postiewell checks the order again right before sending, so nothing is sent if someone changed the status meanwhile, and logs the change with the postiewell_status tag. It never asks Maropost to send an email, but your store's own rules for that status still run.
What it costs
Postiewell is US$9 a month per agent, billed monthly by Zendesk, with a 14-day free trial (Zendesk asks for a card at install). See the Postiewell documentation for every setting.
Postiewell
Maropost (Neto) orders sidebar: orders, tracking and returns, found by email. US$9/agent. $9 a month per agent.
Questions
Which carriers does it support?
Whatever carrier and tracking link your store records on the order line, such as Australia Post or StarTrack. Postiewell shows them as Maropost stores them.
Can agents edit the tracking number?
No. Postiewell reads tracking. Setting an order to Dispatched from Zendesk carries no tracking number.
Does Insert status in reply send anything to the customer?
No. It only adds text to your reply. You review and send it.
Does reading orders change anything in Maropost?
No. Postiewell only writes when an agent confirms a sticky note or status change.