Chrissy, unfortunately it's the customer's email-address that Zen Cart uses to identify which customer you're dealing with.
Perhaps instead of using Add Customers from Admin to define those unique customer accounts, you could create an "order-taker" account that's associated with one of the store's email addresses.
That way, you'd change the bill-to and ship-to addresses for every order, but then you'd have an easy record of what orders were placed over the phone, too.
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