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Communication Seller \/ Customer<\/p>\n
– Communication before sale : The customer can contact the seller about an offer on the Front website (Question about delivery mode, associated services, …)<\/p>\n
– Proactive communication about orders : The seller can notice the customer about his order<\/p>\n
– Claim about orders : The customer can contact the seller about an order through his customer space.<\/p>\n
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Seller actions<\/p>\n
– Refund : the seller can make a refund about an order totaly or product one by one<\/p>\n
– Commercial gesture : the seller can make a refund of free amount<\/p>\n
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1- Identify customers cases<\/p>\n
You can identify the customers cases by 2 ways :<\/p>\n
– Get the order with claims : use the method GetOrderList<\/a><\/p>\n – Get the messages from the customer about the orders : use the method\u00a0GetOrderClaimList<\/a><\/p>\n so you can integrate all these discussions in your system<\/p>\n <\/p>\n 2 – Get the email address of the customer<\/p>\n To answer to your customer, you need an email address related to the discussion. This information is available by using the method GetDiscussionMailList<\/a>.<\/p>\n Otherwise to only contact a customer without any claims you can get an address directly in the GetOrderList <\/a>response.<\/p>\n The email address looks like : c.xxxxxxxxxxxxxxxxxx@clemarche.com and is valid during 4 weeks.<\/p>\n <\/p>\n 3 – Send answer to the customer by email<\/p>\n Use your email tool to answer to the question. your answer will be recorded in our system<\/p>\n <\/p>\n 4 – Refund the customer<\/p>\n To refund the customer before shipment : use the method ValidateOrderList<\/a> by noticing the right status of the concerning order line<\/p>\n To refund the customer after shipment : use the method\u00a0CreateRefundVoucher<\/a>\u00a0to refund a specific order line or the whole order<\/p>\n To refund the customer for a commercial gesture : use the method CreateRefundVoucher<\/span><\/u><\/a>\u00a0whenever you want to refund a free amount<\/p>\n The customer will receive an email when the refund is proceed<\/p>\n <\/p>\n 5 – Close the discussion<\/p>\n