Welcome to the Super 8 User Guide. This unit will teach you how to set up Instant Purchase. You can manage customer orders, shipping status, and payment records through the "Order List."
Key Points:
Please click on "Instant Purchase" from the left tool list to access the "Order List" and start managing orders.
1. Creating Orders
In the "Message Center," there is a "Product List" button on the right sidebar.
Customer service representatives can select products to create orders from this list.
After selecting the products, click on "Create Order" above. Then, based on the order, you can choose the product specifications and set quantities. Once submitted, the order will appear in the backend order list.
For single product orders without discounts:
After selecting the product, click "Submit." Customers will choose specifications and quantities during checkout, and the order will then appear in the backend order list.
For orders with discounts:
After selecting a single product, click "Create Order" above. Choose the specifications and quantities, apply the discount, and submit. The order will then appear in the backend order list.
Discount Settings
Percentage Discount: Enter the discount percentage without decimal points, e.g., 77 for 77% off.
Amount Discount: Set the discount amount, e.g., $50 discount.
Reminder: If the stock for a specific product specification is 0, you cannot increase the quantity. Please change the specifications in such cases.
Copy Product Link
You can directly copy the link to the product page for marketing purposes such as bulk messaging, automated journeys, menu display, chatbots, etc.
Copy Order Link: After selecting the items for the order in the "Message Center," choosing quantities and discounts, click "Copy Order Link." This link can be used for subsequent marketing applications.
Reminder: The order link is for one-time use. If you lose it, you will need to recreate it in the message center.
When sending in bulk, it is essential to note the distance compatible with Uber to avoid issues where customers order but the distance exceeds the delivery range, leading to complaints.
2. Customer Purchase Process
Customer Service Sends Order Link
For a single product link: Select specifications, click "Buy Now," fill in checkout and delivery details, confirm, complete the purchase, close the window, and see the order card in the system showing "Processing."
For multiple product links: Confirm order details, click "Proceed to Checkout," fill in checkout and delivery details, confirm, complete the purchase, close the window, and see the order card in the system showing "Processing."
Customer Confirms Order and Checkout
Customers click the "Buy Now" or "Checkout Now" button, fill in contact and delivery information, proceed to Green World for payment, and complete the checkout process.
Out of Delivery Range: If the delivery address is beyond the delivery range, a warning will pop up, and checkout won't proceed.
Shipping Fee: If the delivery address is within the delivery range, the shipping fee will be displayed.
Return to Store: Clicking "Return to Store" will take the customer back to the store's LINE official account.
Customer Receives Uber Notification
Checkout Completed: Upon completing checkout, customers receive the first Super 8 card notification showing "Processing" status.
SMS Notification: Uber's system sends SMS notifications to customers based on delivery status, such as "Preparing," "Shipping," "Shipped," "Arrived," "Picked Up," "Return," or "Returned."
Order Tracking: Customers can actively track the delivery status by clicking on the "Track Order Link."
Customer Receives Goods: After completing delivery and pickup, customers will see the respective screen upon reopening the tracking link.
Order Exceeds Checkout Timeframe
If customers fail to complete checkout within the specified time, the order automatically cancels, and customers receive a "Cancelled" order status notification card.
Through the "Order Details" page, you can clearly see "This order has exceeded the checkout time." Customer service personnel need to resend the order card for customers to recheckout.
3. Order Management by Customer Service
Customer service representatives can click on an order in the order list to view its details. Scroll down to the delivery/pickup information and click "Delivery Details" to see the delivery person's location.
Delivery Perspective
Delivery personnel receive a "Package" notification.
Delivery personnel check the distance from themselves to the store.
Delivery personnel swipe to "Start Delivery" to accept the order.
Delivery personnel go to the store for pickup.
Delivery personnel deliver to the customer's designated address and swipe to "Delivered."
4. Order List Page
Search Bar: Supports searching by "Order Number." Advanced Filters: Supports filtering by "Order Status," "Payment Status," "Delivery Status," and "Order Creation Time."
Each order can be checked and modified for "Payment Status" and "Order Status."
Order Status: Processing, Confirmed, Completed, Cancelled
Uber Direct Orders: Customers receive notifications in the Super 8 "Notification Center" and see pink-background orders in the "Order List" under Instant Purchase. New orders instantly appear on the order list page.
Enable / Disable New Order Notification Sound: Due to browser privacy restrictions (Google), refreshing the page may automatically disable the sound. After each refresh or reopening of the backend, ensure to recheck the sound settings.
Green World Payment: A new order triggers a notification sound. Store Cash Flow: A new order triggers a notification sound when the status shows "Processing" and "Unpaid." Brands need to monitor customer payment status and manually switch the order status from "Unpaid" to "Paid." This action does not trigger a notification sound.
Left Sidebar Red Light Timing
Order Confirmation: When a new order arrives, if the "Enable/Disable New Order Notification Sound" is active, a new order sound will be emitted. You need to confirm the items for delivery promptly. After confirming, click "Start Delivery" to match a delivery person near the "Shipping Address." During this time, prepare the goods for delivery. Note: The shipping fee is prepaid, and the actual shipping fee will be based on the cost generated after matching with the delivery person.
Reminder: The shipping fee is prepaid, and the actual shipping fee will be based on the cost generated after matching with the delivery person.
Additional Path: Besides confirming delivery by clicking the "Confirm Order" button, you can directly scroll down to the "Delivery/Pickup Information" on the order page and edit "Confirm Order" on the right menu.
Canceling Order Delivery: Avoid canceling orders after delivery unless necessary, as it may incur additional costs (such as when the delivery person is already en route).
Reminder:
Frequent order cancellations by the store may reduce delivery personnel's willingness to accept orders, making it difficult for the store to match with delivery personnel.
Orders cannot be canceled after the delivery person picks up the goods until the delivery is completed.
After canceling delivery, you can initiate "Confirm Order" again to reassign a delivery person.
5. Order Details Page
Self-editable Items
Order Data: Status can be changed by pulling down: Processing, Confirmed, Completed, Cancelled
Payment Data: Can be changed to: Unpaid, Paid, Refunding, Refunded, Partially Refunded (automatically changes upon third-party payment reception)
Order Notes: Order notes can be filled in on each order details page.
Uber Direct Orders: Delivery status cannot be manually adjusted. The system will automatically update according to "Uber Delivery Status."
Status includes: Preparing, Shipping, Shipped, Arrived, Picked Up, Return, Returned, Cancelled
If the store's home delivery is enabled: You can manually "notify customers" according to the delivery status and send the corresponding card and text in the message center. You can also fill in order notes on each order details page.
After completing these setups, you can proceed to Sales Data to review order performance.
We hope this article will help you!
If you have any related questions, feel free to ask online customer service specialists through the 「Customer Chat Plugin」 at the bottom right of the Super 8 web console.
Service hours are Monday to Friday 09:30~13:00, 14:00~18:30.
Super 8 Messenger: https://m.me/no8.io
Super 8 LINE@: https://line.me/R/ti/p/@im888