How do I communicate with customers about their orders?
Customer communication best practices:
- Be Prompt: Respond to customer inquiries quickly
- Be Professional: Maintain a courteous, helpful tone
- Be Proactive: Update customers about any delays or issues
- Use Order Notes: Add internal notes for tracking purposes
- Follow Up: Check on customer satisfaction after delivery when appropriate
What should I do if I can’t fulfill an order?
If you cannot fulfill an order:
- Contact the Customer Immediately: Communicate the issue promptly
- Explain the Situation: Be honest about stock issues or delays
- Offer Solutions: Suggest alternatives or provide a realistic timeline
- Update Order Status: Use appropriate status (on hold, cancelled)
- Contact Support: Reach out to Proudly SA support for assistance with refunds if needed
How do I process a new order?
When you receive a new order:
- Check Orders Section: Navigate to “Orders” in your dashboard
- Review Order Details: Click on the order to see:
- Customer information and shipping address
- Products ordered and quantities
- Special customer instructions
- Payment status
- Prepare Products: Gather and prepare items for shipping
- Package Professionally: Use protective packaging that represents the Proudly SA brand well
- Update Status: Change order status to “Processing” while preparing
- Mark as Shipped: Update to “Shipped” once handed over for delivery
- Complete Order: Status automatically updates to “Completed” when delivered
What are the different order statuses and what do they mean?
Order statuses follow this workflow:
- New Order: Customer has placed an order - requires your attention
- Processing: You are preparing the order for shipment
- Shipped: Order has been sent to the customer
- Completed: Customer has received the order
Your Role: Focus on preparing and packaging products professionally. The platform handles shipping labels and logistics.
