After conducting a successful search, your search results appear in the Customer Results table at the bottom of the page. In the table, you can view customer information, including the latest order for that customer.
In a multiple site environment, for a single site, there can be multiple incomplete carts associated to each account. If the shopper has unsaved carts in the available sites or wants to create a new cart for any of the sites, in the cart column, a Select Cart link is displayed. Clicking the link displays a dialog with site-specific cart details. The agent can select any of the site-specific cart links. The selected link redirects to a Create Order page with the cart details pre-loaded. Only one incomplete cart can be associated with a site.
If account-based commerce functionality is set up for your business, an Account column is displayed. This column is populated only with shoppers who are associated with an account. In the Cart column, if the account-based shopper has any incomplete carts associated with him/her, a Select Cart link is displayed. Click the link to display the Select Cart dialog. Click the link for the order you want to view or complete.
Click the Details icon to view the Customer Profile page. On the Customer Profile page, you can do the following:
On the Details tab:
Edit the shopper first and last name; the email address cannot be edited.
Reset the shopper password.
Clicking Reset Password immediately sends a password reset link to the customer.
Edit any available custom properties, both internal and customer-facing.
Customer profile attributes can be edited at any time on the Customer Profile page. If a field is designated as required, a default value is supplied.
Create a new order or complete an order.
Under the Reset Password button, a link is included to either create a new order or to complete an incomplete order.
If you have a single-site environment, the Complete Order link displays the number of items currently in the shopper’s cart as well as the order amount; for example, Complete Order - 2 items - $79.98.
If you have a multiple site environment, use the menu to select a site to perform actions specific to that site. You can start a new order for the site or select the link to show the details of the incomplete order (for example, View order - 2 items - $79.98).
View current loyalty point details.
If your business uses loyalty points for your shoppers, on the right side of the Details tab, the details for the loyalty program are listed, including the program ID/name, shopper membership number, category, and total loyalty points accrued.
For more information, see the Work with Loyalty Programs chapter in Extending Oracle Commerce Cloud.
View and edit contact level custom properties.
Using the API, administrators can create contact level custom property fields that are displayed on the Customer Profile page. These properties can be viewed or edited by the agent or the delegated account administrators.
On the Address Book tab, add or edit addresses associated with the shopper; select an address to act as the shopper default shipping address.
For those account-based commerce users who are strictly buyers, you cannot add or edit the shipping or billing address information as it is set for the account associated with the buyer. When you are creating the new address on behalf of the customer, the default shipping country that is populated is specific to the site selected on the Customer Profile page.
Buyers with the role of Account Address Manager, Profile Address Manager, or Administrator can add, edit, or delete addresses for specific areas of the account. Account address managers cannot set default addresses.
Sub-accounts inherit the addresses of the main account and are listed in the Inherited Addresses section.
Addresses can contain first and last names other than the shopper of record.
On the Order History tab, access the shopper’s order history. Click the order number link to view complete details about the order.
On the Scheduled Orders tab, view and access any scheduled orders the shopper has placed. Click the schedule name link for complete details about the order. You can also make changes to the scheduling details but not the items included in the order. For more information, see the Schedule an Order section.
On the Purchase Lists tab, view or create lists that include items the shopper may be interested in purchasing at a later time.
The shopper adds items to a product list by clicking the Add to Purchase List button on a product details page. A down arrow button next to the button allows the shopper to add the item to one of their product lists or create a new product list.
As a customer service representative, you can open and add items to one of the shopper’s current product lists. You can create a new product list by clicking the New Purchase Lists button and entering a name for the new list, as well as adding items from the Order Details pages. Items are added to new or existing lists by SKU or product name.
To adding items from a product list to a new or existing order:
On the shopper’s profile page, click the Product Lists tab.
Click the link for the product list where the item is listed.
Select the check boxes for the item or items you want to include in the order, and click Add to Order. The Create Order page is displayed with the items you have selected. If this is a previously created order that requires completion, the items previously added are also included in this order.
If the shopper wants to include other items from other product lists, on the Create Order page you can add the items in the cart to any of the available purchase lists. The available lists can be viewed using the Add to Purchase List menu.
If a custom-defined purchase list is not available, you can select Create New Purchase List and define your own list.
For account-based commerce buyers with a delegated admin role, the Account/Contacts tab is displayed, which includes the standard shopper information with the addition of buyer purchase limit, storefront role, whether this buyer is connected to other accounts, and status (active or inactive) of the account. The properties displayed are specific to the account, so all contacts in this account honor these settings.
For account-based commerce buyers with Approver status, an Order Approvals tab is displayed. This tab shows orders made by buyers who have exceeded their account level purchase limit and require approval prior to order placement. The tab includes order ID, order date, submitted by (buyer), approval reason, and order total columns. A search field is provided to filter the results.
Understand account-based commerce customers
If account-based commerce functionality has been enabled for your environment, your agents should understand the following:
Account-based commerce buyers purchase for an account and use contract pricing when ordering. For example, item prices and order discounts may be different for these shoppers. In addition, pricing may also be set up to reflect volume-based pricing, which can include bulk and tiered purchases. Calculations and catalog choices are made automatically by the Oracle Commerce Cloud.
Approval settings, for example, require approval and purchase limits are site- and account-specific. Settings change automatically when a site/account combination is selected.
If enabled, the merchant can include a purchase approval management system to incorporate the organization’s approval rules.
For more information, see Extending Oracle Commerce Cloud, Enable Order Approval Management on the Storefront chapter.
On account-based commerce buyer profile pages, information is provided to show the buyer’s account level purchase limit, storefront role (Admin, Approver, Buyer, Account Address Manager, and Profile Address Manager), and whether or not the buyer’s status is active.
An account-based commerce buyer may be associated with one or more than one account. Use the Account Name menu to select the site you want to view associated with the buyer.
Account-based commerce associates a price group with a contract and this price group setting cannot be changed.
Account address managers and administrators are the only roles that can edit, delete, or set to default shipping and billing addresses for the account.
Profile address managers can edit or delete an address but cannot set as default any billing or shipping addresses.
Depending on your business model, the account-based commerce buyer may be able to use invoices (purchase orders) as well as credit cards. Invoice and credit card payment options for order amendment are the same as for other shoppers: once a credit card is used, the invoice option is no longer available.
If during order amendment the order amount changes and the shopper wants to use a credit card instead of the original invoice, the credit card must be used for the full amount. There is no option for combining credit cards with invoices.
For more information, see Using Oracle Commerce Cloud, Manage pages for account-based shoppers section.
Conduct shopper profile activities for an account
While accounts are created in Oracle Commerce Cloud Administration, with the merchant’s permission, agents can, on behalf of a delegated administrator for an account, do the following:
The merchant can make this capability unavailable to the agent.
Create a new contact under the same account as the delegated administrator.
Assign, change, or remove roles for a contact.
Update contact details.
Search for and view all contacts with roles for the account based on first name, last name, email, or role.
On the Profile page, view and manage account contact information.
View, add, edit, or delete addresses for an account.
Mark and edit addresses as a shipping or billing address.
To manage account-based contacts and addresses:
Establish the identity of the shopper as an administrator for the account. Contact your manager for the method by which you are to identify administrators.
Search for the contact and open the customer profile. For more information, see the Search for customers section.
On the Customer Profile page, Details tab, under Storefront Role, if the person you are dealing with is an administrator, the Administrator check box will be selected. At a minimum, the Buyer role is selected. Additional roles include Approver, Account Address Manager, and Profile Address Manager. Also ensure the Active check box is selected.
For all account administrators and address managers, an additional tab called Account Contacts is available. Click the Account Contacts tab to view all contacts registered to the account. Information on this tab includes:
First and last name.
Active column; if cleared, the contact is inactive.
Storefront role: buyer, approver, profile address manager, account address manager, and/or administrator.
Email address.
Use the filter field to narrow the search for specific contacts.
Click the New Contact button to register a new contact to the account. The Add New Contact dialog appears.
Enter the first and last name, email address, the storefront role, and whether the contact is active. By default, the new contact has Buyer selected. Click Save. The new contact now appears in the Account Contacts list.
From the Account Contacts list, click a current contact to edit the information. Make any changes to the storefront role and active status here. For these currently-registered contacts, the email address cannot be edited. For more information, see the View customer results section.
To add a new address or edit current addresses, click the Address Book tab. For more information, see the Use the address book section.
