How do I process my orders via Customer Management Interface (CMI)? (Extranet of Digitec Galaxus AG)

What is the Customer Management Interface (CMI)?

Our extranet, or CMI, is used for order management. In this portal, merchants can manage orders, returns and cancellations. Digitec Galaxus AG requires a prompt processing of orders to guarantee constant customer satisfaction.

General information

• New orders are supposed to be processed within one day.
• For new orders, the respective «status» of an item must be indicated truthfully. Should there be any delivery bottlenecks, the customer must be informed of this via the status «delivery date». The same applies to products which are no longer available (EOL).
• Orders with a delivery date should be processed immediately upon arrival of the goods.
• Returns and cancellation requests, like orders, must be processed within one workday.
• Returns and cancellation requests must always be accepted, if possible.
• If a return is refused due to damage, the goods must be returned to the customer. In this case, however, a different solution can be requested bilaterally with the customer. If an order has not yet been processed by the merchant (still open), the customer has the possibility to cancel it.
• Cancellation requests can be rejected by the merchant if the article was ordered especially for the customer or if the goods have already been dispatched.
• Customer information must be treated confidentially and may not be used for advertising purposes.

Log-in information

After the respective training, the merchant receives the login data for the CMI from Digitec Galaxus AG. Various login functions are explained below.

Persons: All persons who are stored in the system of Digitec Galaxus AG at merchant level
E-mail: E-mail addresses of the merchant and their type of use
Users: All persons who have access to the CMI
Your contacts: Contact details from Digitec Galaxus AG
Logout: Logout function

Orders

As soon as a customer places an order via digitec.ch or Galaxus.ch, it is directly displayed to the merchant in the CMI. The merchant can open the new order through the direct link (via e-mail) or in the CMI and then edit it.

In the CMI, orders can be processed as explained below:

1. New orders can be opened via the orders tab. The Galaxus order number is mandatory to be transferred to the merchant's own ERP so that returns can be traced.
   
   
   
2. In the order field, the individual items can now be edited via «status». In the case of quantity, the individual items can be split up if there are different delivery statuses. Under «availability» the order can be processed with the help of the dropdown selection.
   
   
   Meaning of the statuses
   

   In stock	The product is in stock from the merchant but hasn’t yet been shipped. This status can be changed.
   Delivery date	Currently the product isn’t in stock, but a delivery date is known. No exact date is shown in the customer's account, only the beginning, middle or end of a month (e.g., 03.03.2017 = beginning of March). This status can be changed.
   Sent	The product was sent to the customer by the merchant. Once this status has been selected and saved, it can no longer be changed and the tracking number must be stored.
   item cancel / not available	The product is no longer available and can no longer be ordered. The customer will be informed by e-mail that the item has been cancelled and the amount already paid will be credited. Once this status has been selected and saved, it can no longer be changed.
   Unknown	This status isn’t relevant for merchants.

   
   
3. As soon as the statuses are entered, the order must be saved and then confirmed.
   After the merchant has selected the status «shipped», the service provider for sending the parcel must be selected (Post, DHL, other providers).

   For shipments by post and DHL, enter the tracking number in the corresponding field, for other providers, enter the URL for tracking the shipment.

   If none of the delivery options above apply, check the box for «no tracking number».

   Once the tracking numbers have been entered, it is no longer possible to edit the numbers. Your entries are now visible for the customer in his customer account and the customer can track his delivery.

Orders with a delivery date

Orders which have a delivery date stored, can be processed via the article administration as soon as the new goods have arrived at the merchant’s warehouse. The article management can be opened via the register «orders» in the CMI. Two filters are displayed in «item administration».

Open items can now be edited using the pen symbol. The procedure is the same as for an order (see orders).

Returns

As soon as a customer has received the ordered goods, he has the possibility to return them. There are two options: Either the customer registers the return in his customer account, or he returns the goods without registering. If the return wasn’t registered, you must register it. As soon as a return arrives, it should be checked whether the return has been registered (see section «Returns with customer registration»). If not, the return should be registered manually by the merchant (see section «Returns without customer registration»).

Returns with customer registration

1. Open «overview returns and warranty» via «marketplace» tab.
   
   
   
2. In the case of open customer returns, the registration can now be edited by clicking on it.
   
   
3. With the pen symbol the returned article can be edited. Here you have the possibility to accept or reject a return. The customer return reason shows the reason for the return. The reason doesn’t need to be changed by the merchant.
   
   Meaning of the article statuses
   

   Position registered	This is a default status, set by our system.
   Rejected	You refuse the return (e.g.: the product was damaged by the customer). If you select this status, a reason for rejection must be indicated. Rejected returns must be returned to the customer.
   Accepted	If the return is accepted, the customer receives an automatic credit note for the product. After entering the article status, the item must be saved.

Returns without customer registration

1. The return label shows which customer (address) has returned the parcel. The Digitec Galaxus AG order number is needed for the further procedure. At this point the tab «confirmed orders» must to be opened.
   
   
   
2. With the function advanced search, the order can be looked up by the order number. It is also possible to search for an order over a certain period. To process the return, the order can be opened with a click on the order number.
   
3. Register the new return via marketplace returns.
   
   
4. Here the return can be entered manually. In the returned quantity field, you can select how many products of an item have been returned. The button «register» saves the changes.
   
   
5. To complete the return, the status must be specified and then saved, as in point «Returns with customer registration».

Cancellation requests

If the order is still open and hasn’t yet been shipped, the customer can cancel it in the customer account. The same applies to articles which have a delivery date stored.

1. The requested cancellations (you  will receive an e-mail with  cancellation requests) can now be processed via the tab «Cancel request».
   
   
   
2. The cancellation request can be changed with the pen symbol.
   
   
   
3. The correct status can be selected from the dropdown and saved.
   
   
   Meaning of the statuses
   

   Rejected	The product has already been shipped (overlap) and can no longer be cancelled. After entering this status, the customer will receive an e-mail that the cancellation has been rejected. This status can be changed if the order isn’t yet set to dispatched.
   Accepted	The customer’s order is automatically cancelled. The total amount of the item will be credited to the customer. After entering this status, the customer will receive an e-mail that the cancellation has been accepted.

   
   
4. If the status rejected is selected, the order must be processed via the order number, changed to «sent» and then saved.

Warranty cases

Should the goods already be defect on arrival (DOA) at the customer, he or she can return the goods to you as a warranty case. For this purpose, the customer registers the warranty case in his account. You must replace the goods immediately, whereby a solution can also be requested bilaterally with the customer.

1. Open « Overview warranty returns».
   
   
   
2. The following view shows all open and outstanding warranty cases. To be able to process such a warranty case, you can open the registration by clicking on the number on the left.
   
   
   
3. By clicking on the status, you can process the warranty case. The error description is submitted by customer and mustn't be changed. Status is to be changed to «in progress» when contacting the customer.
   
   
   
4. As soon as the goods have been exchanged by the merchant, the status must be changed from «in process» to «resolved».

Version 26.11.2020