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Customer Services is not just for resolving inbound issues. It is also where manual orders are created (telephone orders, replacement orders, custom-made orders) and where the customer-service team views the trading dashboard for the webstore from their perspective. This page covers the Create Order workflow and the two CS-facing dashboard views.

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Create Order

Path: Home, Service, Manual / Telephone Orders. The Create Order page is a full order-entry form for orders that did not come from a marketplace or webstore checkout. Common scenarios:
  1. Telephone order. A customer calls in and the CS agent takes the order over the phone. Common in B2B and bespoke product workflows.
  2. Replacement order. When a marketplace refund is processed but the customer wants a replacement instead of money back, the agent creates a manual order to ship the replacement.
  3. Bespoke or custom-built order. Configurations the standard webstore does not handle (custom embroidery, made-to-order garments, special bundles).
The page has three sections, top to bottom: Shipping and Billing Address, Products, Payment Details.

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Shipping and Billing Address

Two side-by-side cards: Delivery Address and Billing Address (Same as delivery address?). Each card has the standard fields:
FieldNotes
First Name, Last NameCustomer name
Address Line 1, Address Line 2Street address
City, CountyLocality
CountryDropdown
Post CodeRequired for label production
Phone NoRequired for courier delivery notification
The Billing Address card has a “Same as delivery address” toggle, which is the default for most retail orders.

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Products section

The Products section is a basket builder.
  1. Search For input. Enter SKU keyword or product code, click Get Details.
  2. The matching products appear in a grid: Sl. No, SKU, Product Name, Current Quantity, Product Cost, Webstore Price, eBay Price, with Add to Basket per row.
  3. Selected products move into the Products in Basket grid below.
For multi-item orders, repeat the search and add. The basket totals at the bottom: Total Item price, Shipping Price, Discount Amount, Total Invoice Value. Discount field with Apply button applies a percentage discount to the basket.

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Shipping and payment

Below the basket:
FieldNotes
Select Shipping ProfilePicks a configured shipping rule that determines carrier and rate
Select CarrierManually overrides the shipping profile carrier choice
Order NotesFree-text notes that print on the picking list
Payment DetailsTwo radio options: Direct - Streamline over phone (the agent takes the card over the phone via Streamline payment) or Send Invoice to the Customer (send a payable invoice)
Use cases:
  1. Phone order with card payment. Pick Direct - Streamline over phone, take the card details, complete payment, the order moves to Just Arrived like any other.
  2. B2B invoice payment. Pick Send Invoice to the Customer, the system emails a payable invoice, the order moves to Order on Hold until payment is recorded.
  3. Replacement at no charge. Apply 100 percent discount, the order proceeds without payment.
Common gotcha: the Webstore Price and eBay Price columns show the channel-specific price for reference. The actual order price is what you set on the basket line. If the customer is calling from an Amazon enquiry but you are creating a manual replacement, set the price to match what they originally paid on Amazon, not the current webstore price.

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Website Customers view (CS perspective)

Path: Home, Service, Customer Services (Dashboard tab). The CS console shares the same dashboard frame as the Website Customers report under Analyse, but the use case is different. Where the Analyse view is about trade-cycle reporting, the CS view is about agent triage:
  1. Sales Report chart at the top, last 30 days. CS agents glance at the line to see whether today’s order volume looks normal.
  2. Lifetime cards (Lifetime Sales, Average Per Order, Lifetime Order Count, Units Ordered). The trust signals.
  3. Fast Selling Lines, Top 10. The list of SKUs the agent is most likely to be asked about today.
  4. Count of Orders mini-grid by account name. If one channel has zero orders for the day, the agent knows to check whether the channel feed is broken.
  5. Sales Revenue donut. Channel mix at a glance.
The dashboard surfaces in CS so that an agent answering a “is anything broken today” enquiry has the same picture in front of them as the ops team. Consistency of view is part of the design intent.

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Website Sales view (CS perspective)

The same shared dashboard frame, scoped to webstore sales. CS agents use this to answer:
  1. “How much did the webstore sell today?” Lifetime Sales card and the chart give the answer.
  2. “Is the average order value off pattern today?” Avg.Order Value card on the strap.
  3. “What is selling fastest right now so I can prioritise FAQ knowledge?” Top 10 Fast Selling Lines.
The CS view is read-only by design. Agents do not edit webstore data; that is for the merchandising team.

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How the three workflows interact

Three CS workflows in one console:
  1. Inbound triage via the Customer Services console, the live order grid.
  2. Manual order creation via Create Order, this page.
  3. Trading awareness via the dashboard views, this page.
A typical agent shift moves between all three: triage queue first thing in the morning, manual orders mid-morning when the phone is busy, dashboard glance whenever a customer asks “is anything wrong today.”
NeedWhere to go
Live customer-service KPINerve Centre, the connector card
”Why are manual phone orders up this week?”Vortex Mind, channel-mix diagnostics
”Create an action to follow up on the unpaid invoice from order 7873”Actions Kanban, route from the Create Order record
”Find the customer record for buyer X”Ask Viq, plain-English query

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Common questions

Can the manual order include a custom item not in the catalogue? Add the item as a SKU in the Vendor Central Inventory or the Common Inventory first. Manual orders only reference existing SKUs to keep the audit trail clean. What payment processor handles the “Direct - Streamline over phone” path? Streamline is the integrated card-not-present processor. Configuration lives under Marketplace and Organisation settings. Other processors can be wired up via the same configuration if your account uses a different provider. Does the manual order push back to a marketplace? No. Manual orders are CloudHub-internal orders. They affect inventory (decrement Common Inventory) and they generate dispatch notes and labels, but they do not appear on Amazon, eBay, or any marketplace. The marketplace sees its own listing inventory drop from the next sync. Can I create an order against a customer who is not in the system? Yes. The Shipping and Billing Address fields are free-form. The customer is created as a record on save.

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Next steps