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Customer Service Orders

Make a repair order

To shop repair order products, it is necessary to use the function “Shop as customer”.

Check the email address of the customer to be sure you are shopping with the correct user.

1. Shop as customer

Login with you eShop account, which has the capability to show the administration bar in the frontend.

Hover via your name at the top right of the webpage. You will see a purple box which says “Shop as customer”.

Type in the customers email address, name or ID to find the customer you want to order on behalf of.

Choose the customer to shop with.

Check the email address of the customer to be sure you are shopping with the correct user.

 2. Shop Spare Part products

 

Open this deeplink to get to the spare part section of the eShop:

test.woovorwerk.aman.de/spare-parts/

The Spare Parts are not linked in the eShop and can only be entered with this password: SpareParts2016

Go to this product page and choose the service fee, as well as the service fee for the order.

Also accessories can be part of the repair order. You will find them in the regular eShop categories.

3. Shopping Cart

On the shopping cart it is depending on three different scenarios:

 

Option Description Service fee Spare parts costs Coupon code * Example
Repair 1 no repair:
Customer sent in Thermomix and upon presenting the options, declines the repair or
Received Thermomix was not defective
$59 0 Free shipping: free-shipping
Repair 2 Sales price of exchanged spare parts is below service fee. $59 < $59 Free shipping: free-shipping

Add a coupon for every product you are ordering:

free-*articleno.*

 

Broken carry handle:
Spare part sales price: Carry handle = $34
Customer pays: $59 + ($34 +tax) – (coupon = $34+tax) = $59
Repair 3 Sales price of exchanged spare parts is above service fee $59 > $59 Free Service Fee: free-servicefee Control unit defective:
Spare part sales price: Control Unit = $275
Customer pays: $59 + ($275+tax) – (coupon = $59)
= $275 + tax

Check the total value of the order and choose a scenario.

Add the coupon codes in the input field and click “Apply code”. The coupon value will be subtracted from the total order, you can see this in the order totals.

For the shipping please always use the coupon “free-shipping” for every order. In case the customer wants to choose next or 2nd day air, please choose the correspondingly service fee including the shipping method.

Proceed to the checkout.

Add coupon

Add the coupon

4. Checkout

The billing and shipping details of the customer are already prefilled and shouldn’t be changed.

Add coupon

Add the coupon

customer account

where can customer see the warranty?

customer can see the warranty of his bought products in his account data under > orders
he can see if the products have a warranty and how long it is available

customer service team

backend system

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Consultant Checkout

New customer order

If you want to trigger a new customer order, you need to open your consultant URL or click the link “New customer order” in the header section of the eShop. All orders which will be placed afterwards will be allocated to your profile. (1)

Please do not log in to make a new customer order. You can see that you are shopping via your consultants link, when you see your name in the header section. (2)

Make sure you’re not logged in with your personal account when you order for customers!

1. Add products to the shopping cart

You can add the preferred products by clicking on »Add to cart« underneath the products on the overview pages or choose the button on the detail page of every product.

On the product detail page you will have several more informations for every product:

  • Maximum Quantity (1)
  • Default Warranty (2)
  • Choose Quantity (3)
  • SKU Number
  • Product information
  • Product dimensions

The maximum quantity for the Thermomix is 2 per order, for accessories it is 5 per order.

On the product detail page you’ll find detailed informations on the product and can change the quantity.

2. Edit shopping cart

 

Check the shopping cart

After you have put the products in the shopping cart and no other products should be put into, just click on “View Cart” or enter the shopping cart via the small shopping cart in the header section.

Please make sure:

  • are the products correct?
  • are the quantity of the products correct?
  • ask for zip code so you can calculate the shipping costs (not mandatory)

Tell customer the total price and proceed with clicking on »Proceed to checkout«.

 

Calculate the shipping costs

If the customer already wants to know the shipping costs for this order you can calculate the shipping costs in the shopping cart.

  1. Click on the button “Calculate shipping”
  2. Choose the state of the customers shipping address
  3. Choose the zip code of the customers shipping address
  4. Click on the button “Update totals”
  5. Shipping costs for the shipping address are shown

3. Finish Checkout

On the checkout page you need to put in the customers details to finish the order.

 

Billing details

Put in the customers billing details:

  • First Name *
  • Last Name *
  • Company Name
  • Email Address *
  • Phone *
  • Address *
  • Town / City *
  • State *
  • Zip code *

* Mandatory informations

 

Shipping details

Tick the checkbox “different shipment address” if the shipping address should be different then the billing address of the customer.

Put in the customers billing details:

  • First Name *
  • Last Name *
  • Company Name
  • Address *
  • Town / City *
  • State *
  • Zip code *

* Mandatory informations

 

Create an account

If the customer wants to create an account tick the checkbox “Create an account”.

Also tick the checkbox “I want to receive the newsletter” if the customer wants to receive informations via email.

 

Order summary

On the right side of the checkout page you’ll find the order summary of this order:

  • Product summary (1)
  • Product warranty information (2)
  • Subtotal of the products (3)
  • Shipping methods offered to this shipping address (4)
  • Tax costs (5)
  • Total costs of the order (6)

 

Choose payment method

Choose the preffered payment method for the checkout:

  • Visa
  • Master Card
  • American Express
  • PayPal *

*Only the user himself is allowed to put in the PayPal credentials.

Choose the payment method and tick the checkbox “I have read and accepted the terms and conditions”. Click on »Place order« to finish the order and proceed to the payment page.

Shipping and tax costs vary on the location of the customer and the products.

4. Make Payment

On the payment page you need to put in the customers credit card details to purchase the order.

Fill in all fields and click »Pay now«.

If you close the page during payment, the order will be saved as “Pending payment” and can not be reactivated again.

5. Order received

On the thank you page you you will see a summary of the order details:

  • order number
  • date
  • total
  • payment method
  • products
  • subtotals
  • shipping costs
  • tax costs
  • shipping and billing address of the customer
  • phone and email from the customer

If you close the page during payment, the order will be saved as “Pending payment” and can not be reactivated again.