Customer Callback Requests

Where to find callback requests

Open Orders → Callback requests. A customer can request a callback related to a product or purchase. A request is not necessarily a new order: some records have a linked purchase, while others only have a product or cart contents.

The search on the right uses the request number, name, and phone number. Start with one criterion, click Search, and add advanced filters if you need to narrow the list. The recording contains sample data.

1. 01

   Check the contact details and time

   Compare the name and phone number (1) with the customer's request. Read the requested callback time shown. If the number is incomplete, check the additional details before making contact.

2. 02

   Read the context of the inquiry

   The product (2) or the cart contents view explains what the inquiry concerns. Before calling, check the variant, availability, and sales conditions.

3. 03

   Open the order if one exists

   The number in the order column (3) leads to the purchase. The status next to that number describes the order, not the callback processing. Check payment and delivery before responding.

4. 04

   Assign a responsible person

   In field (4), select an available team member. An empty selection means that no person has been assigned yet. Agree on who will handle the call so the customer is not called by multiple employees.

5. 05

   Record the agreement

   In the note (5), summarize the outcome, next step, and deadline. Example: the customer requests another time; send confirmation by 3 p.m. The note should be understandable to a colleague who did not participate in the conversation.

6. 06

   Update the request status

   Select the status (6) according to the actual outcome and the available values. A menu change may be saved immediately. Opening the record or attempting to call without an answer does not mean the conversation is complete.

7. 07

   Save the other changes

   Use the Save button (7) to save the responsible person, notes, and related data. Refresh the list and check that the changes remain saved.

What to do after the conversation

1. 01

   The customer received an answer

   Summarize the answer in the note and close the request with the appropriate status when there are no more open steps. Do not change the order status just because the call is complete.

2. 02

   The customer did not answer

   Record the date of the attempt and arrange another attempt at an appropriate time. Leave the item in a stage that shows the contact has not yet been completed.

3. 03

   A quote or purchase change is required

   Continue in the relevant module: quotes, cancellation or order details. Link the item numbers in the note.

4. 04

   A written clarification is required

   Confirm the agreement through Message Center when the conversation is available. Do not put passwords, card details, or unnecessary private data in the notes.

The request is not visible or remains open

Check the storefront and remove the filters. If there are multiple requests from the same customer, process them according to their content and time, noting which conversation resolved which inquiry. If saving fails, check the permissions and system message; provide support with the request number and a description of the steps.