FAQ Customers Orders

Inhaltsverzeichnis

Introduction

This guide contains various questions and answers on the topic of 21.Shop Customers / Orders.

To manually create a new customer in the shop, follow these steps:

Navigate to “Customers/Orders” → “Customers” in the shop administration.
Click on the “+ New” button.
Fill out the form. Note: All fields marked with an * (asterisk) are mandatory fields and must be filled in.
After all required information has been provided, click on “Save” to create the customer.

To edit the data of an existing customer, there are various options:

Option 1: Quick search
- No matter where you are in the 21.Commerce administration, you can use the quick search at any time. This is located at the very top, next to the 21.Commerce logo.
- In the quick search, you can search for the customer’s first name, last name, email address or customer number.
- If your customer is found, click on it and the customer detail view opens automatically and you can edit the data.
Option 2: Manual search
- You can also manually navigate to “Customers/Orders” → “Customers”. You are now in the customer list.
- Here too, there are several ways to find your customer:
  - Customer search: Search in the “Customer search” field by name, email address, customer number or address.
  - Filter: Filter in the dropdown menu by customer attributes such as “Guest”, “active”, “inactive” and more.
  - Sort: Sort the customer list by name or customer number.
- Once you have found the desired customer, click the pencil icon next to the corresponding customer to edit.

Customer data is updated immediately after saving and adopted in the system.

Navigate to “Customers / Orders” → “Customers” in the 21.Commerce administration. Here in the customer list there are several ways to find your customer:
- Customer search: Search in the “Customer search” field by name, email address, customer number or address.
- Filter: Filter in the dropdown menu by customer attributes such as “Guest”, “active”, “inactive” and more.
- Sort: Sort the customer list by name or customer number.
Click on the X icon next to the desired customer.
Please note: Customer data and all orders will be irrevocably deleted. No stock reversals will be made.
If you want to proceed, confirm the deletion.

To view the orders of a specific customer, proceed as follows:

Open the shop administration and navigate to “Customers/Orders” → “Customers”.
Click on the “Orders” tab at the top.
Here you can also sort by various criteria – such as date, amount and more.
Click on the invoice number to open the detail view of the respective invoice.

To search for a customer, there are various options:

Option 1: Quick search
- No matter where you are in the 21.Commerce administration, you can use the quick search at any time. This is located at the very top, next to the 21.Commerce logo.
- In the quick search, you can search for the customer’s first name, last name, email address or customer number.
- If your customer is found, click on it and the customer detail view opens automatically.
Option 2: Manual search
- You can also manually navigate to “Customers/Orders” → “Customers”. You are now in the customer list.
- Here too, there are several ways to find your customer:
  - Customer search: Search in the “Customer search” field by name, email address, customer number or address.
  - Filter: Filter in the dropdown menu by customer attributes such as “Guest”, “active”, “inactive” and more.
  - Sort: Sort the customer list by name or customer number.
- To get to the customer detail view, click on the pencil icon next to the corresponding customer.

To view or download an invoice, delivery note or receipt for a specific customer, proceed as follows:

Option 1: Quick search
1. Search for the invoice number in the quick search.
2. The order detail view opens.
3. Click on “Generate PDF” and select the desired document.
Option 2: Manual search
1. Navigate to “Customers / Orders” → “Orders”.
2. Search for the order in the search field, filter or sort, or search manually for the order.
3. Once you have found the order, you can click on the PDF icon next to it and select which document you want to download.

You can change the status in the order list in the “Status” column in the dropdown from “received” to “in progress”, “shipped” and so on.

Option 1: Quick search
1. Search for the invoice number in the quick search.
2. The order detail view opens.
Option 2: Manual search
1. Navigate to “Customers / Orders” → “Orders”.
2. Search for the order in the search field, filter or sort, or search manually for the order.

Carry out the following steps one after the other and test the email sending after each step.

Are the data in the shop administration under “Settings” → “General” → “Shop operator / VAT” → “Email notification” correct? Check for spelling errors or spaces.
Do you receive a message in the shop dashboard and/or in the portal that your email address is not verified? If this appears, click on the “Verify now” link. Then test the email sending again.
In the shop administration under “Settings” → “General” → “Shop operator / VAT” → “SMTP settings for own email sending” you can fill in the fields. You will receive this information from your email program (Outlook, Gmail…).

IMPORTANT: The email address under “Email address for orders” and “SMTP user” must be identical!

If you have any questions or problems, our support team will be happy to help. To do so, open a support ticket:

Go to the Swiss21 portal.
Click on your profile picture in the top right corner.
Click on “Support”.
Click on “Contact support”.
Fill out the form and our support team will get back to you as soon as possible.

Support opening hours: Monday – Friday I 8:00 a.m. – 12:00 p.m. I 1:30 p.m. – 5:00 p.m.