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Status Not under consideration
Workspace OMS - Call Center
Created by Guest
Created on May 27, 2022

Enable ability to search for orders via the tracking number

In the current UI we made a customization to allow the users to search for an order/return using the tracking number. In the new UI we would like that to be available functionality OOTB.

What is your industry? Retail
How will this idea be used?

We will use this functionality to make it easier for the customer service agents to search and find orders faster if they only have the tracking number.

  • Guest
    Aug 30, 2022

    Understood! Thank you Jason.

  • Admin
    Jason Cheng
    Aug 30, 2022

    Hi Jake, this is not a very common use case, so you can work on the customization in the new Call Center. If we hear similar requests from other customers in the future, we may revisit this RFE. Thanks.

  • Guest
    Jul 18, 2022

    Hey Jason, In the screenshot below you will see a field for the return tracking number. The customer usually calls in with that tracking number and the user will input that tracking number. We then look up the return and find the original order number based on that return. We had issues implementing it with the regular tracking number because the order could have multiple releases, but we would like to use the tracking number to find the original order number instead of using the return.

  • Admin
    Jason Cheng
    Jul 18, 2022

    Hi Jake,

    No need to get to the code level. It will be helpful to understand how did you implement the customization to search orders via tracking number. Screenshot with description of the flow would work. Thanks.

  • Guest
    Jul 14, 2022

    Hey Jason, I'd be happy share more details. Can you quickly clarify what exactly you are looking for? Do you want to see the backend code or would a screenshot work?

  • Admin
    Jason Cheng
    Jul 14, 2022

    Hi Jake,

    Can you please share the design of your current customization to allow the users to search using the tracking number? Thanks.


  • Admin
    Jason Cheng
    Jul 11, 2022

    Hi Jake,

    I am still checking with our engineering team on the backend API for this one. After the call today, I got the answers I was looking for. Thanks.

  • Guest
    Jul 11, 2022

    I saw this was moved to needs more information. Can I provide anything that will help you better understand this ticket?