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The Customer Services surface in 247CloudHub is where the support team lives. It is a single-screen console that shows every order across every channel, filtered by stage, marketplace, and shipping service, with full search and the ability to change order stage in bulk. When a customer contacts your team about an Amazon order, an eBay order, or a webstore order, this is the screen the agent opens to find it and resolve it.

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The page

Path: Home, Service, Customer Services. The console has three layers stacked top to bottom: time-window filters, stage breakdown, and the order grid.

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Top filter row

Four controls span the top:

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Time-window quick chips

Below the date pickers is a row of quick-window chips: 24 Hours, 7 days, 15 days, 30 days, 45 days, 60 days, 90 days. Each chip shows the order count in that window. Click to scope the grid.

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Stage breakdown

The stage row is the centrepiece. Every order stage appears as a chip with a count: All Orders, Pending, Just Arrived, Picking List Printed, Dispatch Note Printed, Courier Label Printed, Awaiting courier pickup, Invoice Printed, Cancelled, Backorder, Refunded, Dispatched, Awaiting Return from customer, RMA received, RMA resent - Just arrived, Moved to Customer Service, Order on Hold, Sent to FTP. Click any chip and the grid below filters to that stage only. Order stages are configured under Deliver Order Stages Settings; your specific list may differ from the default.

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Order grid

The grid columns: The + expand icon on multi-item rows opens the line-by-line detail. The Change Order Stage button at the top moves selected orders to a different stage in bulk. The order-search box top-right scopes by Order No, SKU, or buyer name (selectable from the dropdown).

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How CS agents use the console

The standard agent flow:
  1. Customer contact lands. Support email, marketplace message, or phone call references an order number.
  2. Agent opens the console. Searches by Order No or SKU.
  3. Console returns the order with full context. Source, current stage, age in stage, line items, dispatch state.
  4. Agent reviews the Stock Movement Log if the question is about a discrepancy.
  5. Agent takes action. Common actions: change stage to Order on Hold, change stage to Awaiting Return from customer, or move to Moved to Customer Service for follow-up.
  6. Resolution. Refund via the marketplace, replace via the Create Order page, or dispatch normally.
For volume teams, three-pane workflow is common: console open, marketplace messaging tab open, internal team chat open. The console is the single source of order truth across all marketplaces; the messaging tabs are channel-specific.

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Common stage transitions

The configured stages are merchant-specific; map your support playbook to the stages you have configured.

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Common questions

Can I filter the grid to a single buyer? Yes. Use the search box top-right and select Buyer Name from the dropdown. What if a customer’s order shows in CloudHub but they cannot see it on the marketplace? Marketplaces sometimes hide an order from the buyer view temporarily during their own dispute or fraud check. CloudHub still shows it. Direct the customer to the marketplace support; do not try to override the marketplace state from CloudHub. Can I bulk-cancel multiple orders? Yes. Tick the boxes on the orders, click Change Order Stage, pick Cancelled. Marketplaces have their own cancellation rules, and CloudHub will push the cancellation to the marketplace where the integration supports it. The grid is missing orders that I know exist. Check three things: the date window (default is 7 days), the marketplace filter, and the stage filter. The stage chip “All Orders” is the unscoped view.

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Next steps