Customer Tasks

As a Manager, you can view and look up customer information to assist with inquiries, resolve order issues, and keep the review section clean.

1. Searching for a Customer

1. Go to Customers in the sidebar
2. Use the search bar to find the customer by:
   • Name (first name, last name, or partial name)
   • Email address
3. Click the customer’s name in the results to open their profile

[!TIP] If a customer contacts you with an order issue, ask for the email address they registered with — it’s the fastest way to locate their account.

2. Viewing Order History

From the customer profile page:

1. Scroll to the Order History section
2. You’ll see all orders placed by this customer, with order number, date, status, and total
3. Click any order to open the full order detail page

Use order history to:

• Confirm whether an order was placed and paid for
• Check the current status of an order the customer is asking about
• Find previous orders if the customer is asking about a past purchase

3. Handling Customer Inquiries

When a customer contacts the store, follow these steps to resolve their inquiry efficiently:

Step 1 — Identify the customer

Search by email or name in the Customers section.

Step 2 — Find the relevant order

Open their Order History and locate the order they’re asking about. Note the order number and current status.

Step 3 — Check the facts before responding

Review:

• Current order status (has it shipped? has it been delivered?)
• Payment status (is it actually paid?)
• Payment history (any failed attempts?)
• Delivery address (is the address correct?)

Step 4 — Respond with accurate information

Only tell the customer what you can confirm from the dashboard. If the issue requires a refund, payment adjustment, or account change, escalate to your Owner.

[!NOTE] You cannot edit customer email addresses, reset customer passwords, or issue refunds directly. These actions require Owner access. Always escalate rather than improvise.

4. Review Moderation

Customers can leave product reviews on the storefront. As a Manager, you can remove reviews that violate community standards.

When to remove a review

Remove a review if it:

• Contains offensive, abusive, or discriminatory language
• Includes personal information (phone numbers, addresses)
• Is clearly spam or a duplicate
• Is about a different product (posted on the wrong listing)

How to remove a review

1. Go to Products → All Products
2. Open the product with the review you want to moderate
3. Scroll to the Reviews section
4. Click the three-dot menu next to the review
5. Select Delete Review
6. Confirm the deletion

[!WARNING] Only remove reviews that genuinely violate standards. Do not remove negative reviews simply because they are unfavorable — this erodes customer trust and is against platform policy.