Phone sales??

Hi all, got a little question for you. We take a lot of orders over the phone but the paperwork that it generates is becoming a real pain. I have ‘add customer from admin’ and place an order from admin’ but both of those require me to make the card transaction as if I am the customer and with the passwords and stuff that’s not possible, the sale transaction has to be done on the merchants site so I can’t complete the order. I’ve tried a couple of ideas but what I really need is a way to set specific customers to defer payment but to still complete the order so that I can print an invoice and allocate an order number and then I can process the card properly.
I’d be glad for any advice on how anyone else manages this.

How would you handle a phone order if you were not using ZenCart?
Would it be more or less work?
Why are they not purchasing online?
Does your site present them with a secure checkout?

Thanks for replying so fast.
How would you handle a phone order if you were not using ZenCart?
At the moment we take the order and customer details and then make up a typed invoice adding a new order number, workout shipping and VAT then process the card details. I guess this may be the only way to do it but I would like to explore options that may save us time most especially at this time of year.
Would it be more or less work? No idea really just hoping.
Why are they not purchasing online? Ah now that is the thing isn’t it, but we have found there are some people that seem incapable of doing things without help and many that like the personal touch of being able to ask questions about products and details as the go through the site. But the fact is customers who call but we don’t help and make excuses about computer trouble or security being better through the site tends not to buy so they are lost customers.
Does your site present them with a secure checkout?
Yes absolutely. Paypoint and Paypal
The fact is we want to help and give good customer service but it adds to our work load and if an order could be placed through the site by one of us that knows what they’re doing it would take seconds and the site would do the rest as normal

If you are wanting to process these through the cart, I believe what you are currently doing is the easiest way even if it does not seem so.
You explanation of typing up an invoice sounds more labor intensive???

I have a similar issue.

Customer's register on the site but for some reason isn't able to place order on site (lets say as they are using an phone), so they call to pay on phone...

i take phone order payment but want to track it on site.

can i create an order for them and process it without them or me having to go and put payments details in on site?
ie set it as 'paid by phone'?

I came up with a way around it, not perfect but it works for me.
I set up a voucher for 100% of price including shipping and made an account in the name of phone_order. I use that to log onto the site and place the order while I’m talking to the customer and when I’m finished the order and go through the checkout I make a note of the shipping, VAT and total. I put in the code for the voucher and I can complete the order without processing the card. I then edit the invoice and replace the totals of the sale and process the card as a phone sale as usual.
Best work around I could find and for orders with 8 or 10 products it saves me loads of time
Thanks everyone for your time

BillNally:

I came up with a way around it, not perfect but it works for me.
I set up a voucher for 100% of price including shipping and made an account in the name of phone_order. I use that to log onto the site and place the order while I’m talking to the customer and when I’m finished the order and go through the checkout I make a note of the shipping, VAT and total. I put in the code for the voucher and I can complete the order without processing the card. I then edit the invoice and replace the totals of the sale and process the card as a phone sale as usual.
Best work around I could find and for orders with 8 or 10 products it saves me loads of time
Thanks everyone for your time
Maybe I don't understand what you're trying to accomplish but you seem to be making this way too difficult. To process phone orders I get on my website, add the products to the cart, and checkout without account. I've set up an e-mail address on my domain to receive all the e-mails for anonymous orders. I enter the customer billing and mailing information, credit card info, and checkout.

The real problem with that is when the card requires a password as well as the car details

BillNally:

The real problem with that is when the card requires a password as well as the car details

I still don't understand what the problem is. Unless things are substantially different with your credit card processor, the information needed to process a transaction is card number, expiration date, name, billing address, and possibly CVV code. I assume the password you're referring to is the extra security that customers can turn on with some credit cards. None of the payment modules I've seen provide a mechanism to enter the password. Unless you're processing the credit cards offline somehow you have the same problem.

A simpler solution in my mind would be to use something like the check/money order payment method renamed to Call with payment info and modify it to instruct them where to call with payment information. The order shows up on your order screen in admin in a pending status. Then they can place the order without entering payment info and give it to you over the phone. You can process the card but the order confirmation is sent and information is in the ZC system.

If the customer just wants the warm fuzzy feeling they get from placing the order with a live person you can enter the order for them. No vouchers, manual invoices, or other time consuming antics.

But like I said maybe I'm just not getting it.

BillNally:

Hi all, got a little question for you. We take a lot of orders over the phone but the paperwork that it generates is becoming a real pain. I have ‘add customer from admin’ and place an order from admin’ but both of those require me to make the card transaction as if I am the customer and with the passwords and stuff that’s not possible, the sale transaction has to be done on the merchants site so I can’t complete the order. I’ve tried a couple of ideas but what I really need is a way to set specific customers to defer payment but to still complete the order so that I can print an invoice and allocate an order number and then I can process the card properly.
I’d be glad for any advice on how anyone else manages this.
I would try doing this the way I typically do when I'm working with users on requirements for software systems.. Start by mapping out ON PAPER what you think you want your final workflow to look like.. This is IMHO the BEST way to get a handle on what your final solution SHOULD look like..

Once you know what your process SHOULD look like, then see which add-ons you need to help support your new process..

Now all that said, in reading over this thread I do have a suggestion or two to add to this discussion..:smile:

I suggest using the following addons as a part of your manual order process:

• COWOA (Checkout without Account)
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&products_id=1655
• Admin Login As Customer
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&products_id=829
• Super Orders
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&products_id=257With these three modules I think you can work out a very streamlined manual order process without all the manual work you have been doing.. This will allow you to take advantage of the built in order management features of Zen Cart, while providing your customers who REFUSE to order online that "warm and fuzzy" feeling you are trying to give them..

With COWOA, you can create an order on behalf of your customers who do not have an account with your store without having to create an account for them. You can then manage the order in your store admin as you would manage any other order received.. The customer will recieve an order confirmation and an order number which they can then track online (with the right settings in COWOA) using NORMAL Zen Cart features. You will also be able to send out order updates, print invoices, packingslips, etc all from the comfort of your Zen Cart admin.

With Admin Login as Customer, you will be able to login on behalf of customers who already have an account in your store and create orders for them. Again you can then manage the order in your store admin as you would manage any other order received.. The customer will recieve an order confirmation and an order number which they can then track online using NORMAL Zen Cart features. You will also be able to send out order updates, print invoices, packingslips, etc all from the comfort of your Zen Cart admin.

With Super Orders after you manually process the credit card transaction, you can enter payment information for your manual orders (using the credit card transaction number as the payment number) so that you can SEE which manual orders are paid or not. This payment entry feature also allows you to send the customer payment confirmations for manually processed credit card transactions.

Additionally I might also suggest Ty Package Tracker (http://www.zen-cart.com/index.php?main_page=product_contrib_info&products_id=167) as a means to enter the shipper tracking information to send out to your customers. This allow your customers to track their order shipment online as well.

You'll need to of course work out details on what payment module will work best with this manual order process.. I also suggest cloning the check/money order module and calling it something like "Online Orders" so that you can complete these manual orders which still allows you to process the credit card transaction offline..

badarac:

Maybe I don't understand what you're trying to accomplish but you seem to be making this way too difficult.I agree..:yes:

In re-reading this I had some additional thoughts/questions..

BillNally:

• I set up a voucher for 100% of price including shipping and made an account in the name of phone_order.

• I** put in the code for the voucher and I can complete the order without processing the card.**

Sounds like a good idea on the surface, but if you are processing the order offline via whatever means your credit card processor provides to you to process phone orders why not just simply create a payment module SPECIFICALLY for phone orders..

Did you LOOK at the payment module options ALREADY AVAILABLE in the Zen Cart downlods wich might provide you the means to complete a phone order in your store so that you can process the credit card manually afterwards???

I found FOUR (and there may be others) payment modules which WILL allow you to EASILY implement a manual order process. This will allow you the EASE and SIMPLIFICATION of managing ALL your store's orders through Zen Cart without all the HOOPS you've created for yourself..

• Account Holders
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&cPath=40_48&products_id=511
  "This is a simple rework of the existing CHECK/MONEYORDER Module, and it behaves in exactly the same way as CHECK/MONEYORDER. The fundamental difference is that it creates a Payment Option (at STAGE 2 of CHECKOUT) titled "Account Holders Only". Shoppers who select this option will be able to complete checkout and will be informed that if they are legitimate account holders, their order will be shipped and they will be "billed" or "invoiced" at a later date."
• Ceon Manual Card
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&cPath=40_48&products_id=1277
  This Payment Module allows the shop owner to accept Credit/Debit Card payments for inputting into a Manual/Offline Card Processing System.
• Credit Card by Phone or Fax
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&cPath=40_48&products_id=592
  This payment module provides a payment method for customers who despite SSL pages and privacy policies still don't like submitting credit card details over the internet, but who wish to pay by credit card for their convenience or so that they don't have to wait for check clearance etc before the goods ship.
• Direct Bank Deposit
  http://www.zen-cart.com/index.php?main_page=product_contrib_info&cPath=40_48&products_id=151
  This is a payment module that allow you customer deposite money to up bank account option. This module basicly it display all your bank information during the checkout.Instead of looking for a QUICK fast solution, why not shoot for a GOOD workable solution instead.. This WILL make things better for you in the LONG TERM.. if you follow my previous suggestion for WRITING down and mapping out what you want your manual order process to look like (which is what kobra was trying to get you to do as well) I am sure that you would SEE that the solution you've worked out and what you REALLY want to do are FAR apart..

I agree with badarac.. You are over complicating this for yourself..:smile:

BillNally:

• I use that to log onto the site and place the order while I’m talking to the customer and when I’m finished the order and go through the checkout** I make a note of the shipping, VAT and total.**

Again why? If you were entering in a manual order the order details will be in the order.. No need to "write it down" someplace..

BillNally:

• I put in the code for the voucher and I can complete the order without processing the card.

• I then edit the invoice and replace the totals of the sale and process the card as a phone sale as usual.

Why not use a payment module adapted/suited for phone orders to complete the order and ELIMINATE this step???

BillNally:

The real problem with that is when the card requires a password as well as the car detailsWHY?? I think you are OVERTHINKING this..

Aren't you processing credit card transactions for these customer phone orders manually using whatever means your credit card processor provides to you to process phone orders???

If the answer is YES then all you need to do is decide out WHAT payment module you need to install and adapt/configure in your store so that you can create these phone orders and complete tham.. The credit card processing is SECONDARY since the actual credit card transaction is processed OUTSIDE of Zen Cart via whatever means your credit card processor provides to you to process phone orders...

Wow thanks for all that info, brilliant. I have COWOA and Login as Customer but I will look into the others.
The password is very common, in the UK at least; not the CCV but a minimum 6 character password that requires you to input 3 randomly requested characters from that code. Card payments made from the admin of our merchant don’t require it but from the site it would. I even need it to use my own card.
Thanks for everyone’s input

> BillNally:

Wow thanks for all that info, brilliant. I have COWOA and Login as Customer but I will look into the others.You're very welcome.. BUT I STRONGLY suggest BEFORE INSTALLING ANYTHING ELSE the following:

• Take a DEEP breath:smile:
• Map out ON PAPER your desired end workflowThis WILL make what you do next MUCH easier to SEE.. (I promise this is will make things MUCH easier for you.. hums "I can See Clearly Now" by Johnny Nash:laugh:)

> BillNally:

The password is very common, in the UK at least; not the CCV but a minimum 6 character password that requires you to input 3 randomly requested characters from that code. Card payments made from the admin of our merchant don’t require it but from the site it would. I even need it to use my own card.

Again if you MAP out the workflow you would CLEARLY see that this is a NON-ISSUE..

All of your phones sales transaction do not have to be processed VIA CREDIT CARD in the store.. Yes you can enter an order for your customer, but you only need to setup a payment module that allows you to get the order entered.. The credit card processing happens SECONDARILY (sic??). MANUALLY.. After you enter the order.. Using what?? Say it with me..:laugh:

**Using whatever means your credit card processor provides to you to process phone/manual orders **

I assume your processor provides you a means to process phone or manual transactions right?????

DivaVocals:

You're very welcome.. BUT I STRONGLY suggest BEFORE INSTALLING ANYTHING ELSE the following:

• Take a DEEP breath:smile:

• Map out ON PAPER your desired end workflow

This WILL make what you do next MUCH easier to SEE.. (I promise this is will make things MUCH easier for you.. hums "I can See Clearly Now" by Johnny Nash:laugh:)

All of your phones sales transaction do not have to be processed VIA CREDIT CARD in the store.. Yes you can enter an order for your customer, but you only need to setup a payment module that allows you to get the order entered.. The credit card processing happens SECONDARILY (sic??). MANUALLY.. After you enter the order.. Using what?? Say it with me..:laugh:

**Using whatever means your credit card processor provides to you to process phone/manual orders **

I assume your processor provides you a means to process phone or manual transactions right?????

Now I think we're all on the same page. Yay! :clap:

Quote:
All of your phones sales transaction do not have to be processed VIA CREDIT CARD in the store.. Yes you can enter an order for your customer, but you only need to setup a payment module that allows you to get the order entered.. The credit card processing happens SECONDARILY (sic??). MANUALLY.. After you enter the order.. Using what?? Say it with me..:laugh:

Yes we are! how to do that was the question in the first place but I don't want to make the option available to all customers, just to us when we put orders through

BillNally:

Quote:
All of your phones sales transaction do not have to be processed VIA CREDIT CARD in the store.. Yes you can enter an order for your customer, but you only need to setup a payment module that allows you to get the order entered.. The credit card processing happens SECONDARILY (sic??). MANUALLY.. After you enter the order.. Using what?? Say it with me..:laugh:

Yes we are! how to do that was the question in the first place but I don't want to make the option available to all customers, just to us when we put orders throughAs to how to exclude from your customers customers, I'd have to take a look (or a SMARTER person will come along and give us some insight..:laugh:) In the interim, if you used the Order by Phone or Fax module, I DOUBT that with the exception of those "special folks" who require a little extra guidance, most of your internet shoppers will be savvy enough NOT to select that as a payment option..

DivaVocals:

As to how to exclude from your customers customers, I'd have to take a look (or a SMARTER person will come along and give us some insight..:laugh:)

I don't know about the smarter part but the code to exclude is here: http://www.zen-cart.com/forum/showthread.php?p=950145. Linda's the smart one :cool:

badarac:

I don't know about the smarter part but the code to exclude is here: http://www.zen-cart.com/forum/showthread.php?p=950145. Linda's the smart one :cool:Well I still think you're smart!!:wink:

BillNally:

Wow thanks for all that info, brilliant. I have COWOA and Login as Customer but I will look into the others.
The password is very common, in the UK at least; not the CCV but a minimum 6 character password that requires you to input 3 randomly requested characters from that code. Card payments made from the admin of our merchant don’t require it but from the site it would. I even need it to use my own card.
Thanks for everyone’s input

thanks for the coupon idea thatwuld work well and had not thought of that! like you said, the problem is due to the 3dsecure password

please tell me if any of the other ideas worked..

LVT LTD:

thanks for the coupon idea thatwuld work well and had not thought of that! like you said, the problem is due to the 3dsecure password
If you are looking for a way to process the credit card ONLINE through your store for manual orders, then yes, you will alwyas have this issue..

Again I ask... why is this an issue at all if your credit card processor provides you a means to process credit cards OFFLINE??? If your credit card processor provides you a means to process phone/manual/counter sales why not use this process for your manual/phone orders, and on the Zen Cart side you simply use a payment module in the store which allows you to COMPLETE the online checkout process for the phone/manual order. THEN you can then process the credit card SEPERATELY offline (which is what you are doing anyway if you are taking credit card information over the phone for non-internet sales)

LVT LTD:

please tell me if any of the other ideas worked.. If you are asking about the phone/manual process I sketched out, there's no reason WHY it wouldn't work.. Every one of the add-ons I suggested to support a fully functional phone/manual order process work just as I stated. They would allow a shopowner to implement a streamlined phone/manual order process..

The BEST thing you can do is to sketch out what you think you manual order workflow would look like and then find the right modules that would support your workflow..