FAQ

Advice and answers from the Shopzpin Team

faq-role-play

Role Play as a Customer


Once you have completed the steps for online store setup guide below, it’s always good to get yourself familiar with the system by role-playing as customer :

If you really want to excel at customer service, we recommend role-playing a few common customer service scenarios with your team. Basic role-play means one person will act as the customer and the other will act as the employee handling the situation. It can be fun if you've got some creative staff members!

In this article :

  1. Place a test order
  2. Manage test order

Place a Test Order


Step 1 :

Shopzpin Merchant > Sales Channel > Online Store and click View Store.

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Figure 1 Preview of Promotion

Step 2 :

Proceed to Checkout Page by following 2 methods :

  1. Click Buy Now button.
  2. Click Add to Cart Button and click Shopping Cart icon on the top right corner.

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Then click Proceed to Checkout button.

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Step 3 :

Fill in Shipping Details, select a Shipping Method, select a Payment Information, and fill in Remarks (this is optional). Click Proceed as Guest button.

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Step 4 :

Order placed successfully.

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Manage Test Order


Step 1 :

Now you have received this order in your Shopzpin Merchant > Orders. Click View Detail button to manage the order.

📌 Note : You'll be notified via email for new order received

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Step 2 :

Verify payment paid by customer (in this case yourself) and payment received. Once you have confirmed payment received is accurate, switch Status to Paid. Alternatively, if you would like to cancel this order (for instance, customer request for the cancellation, switch the Status to Cancelled).

Click Update Status button to update the order status.

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Write a remark for your customer at the Remark section and click Update to complete the order status update.

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Congratulations! Order status has been updated!

When the Order Status shows Paid, it means the test order is successful.

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Step 3 :

In order to complete the order process, click View Detail button.

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Step 4 :

Dropdown list of Status will now show following options :

  • Paid
    • Status of this order remains as Paid only. No further action taken.
  • Completed
    • Parcel has been successfully received by customer. Order fulfilled / completed.
  • Customer Rejected
    • Customer rejected parcel received.
  • Ready to Pickup (situational option)
    • This option will only be visible when a customer chooses Self Pickup as Shipping Method.
    • Merchant can select this Status to notify customers their parcel is ready for them to pick up.
  • Delivering (situational option)
    • This option will only be visible when a customer chooses EasyParcel / Merchant Delivery / Lalamove as Shipping Method.
    • Merchant can select this Status to notify customers their parcel is delivering to them.
  • Parcel Sending Failed (situational option)
    • This option will only be visible when a customer chooses EasyParcel / Merchant Delivery / Lalamove as Shipping Method.
    • Merchant can select this Status to notify customers their parcel has failed to deliver to them.

When customers have successfully received the parcel, Merchant can now select Completed as status, then click Update Status button

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OR

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Step 5 :

Fill in a message to customer at Remark and click Update.

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Step 6 :

When Order Status shows Completed, it means the order process for that particular order has been completed successfully.

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