...
Your customer orders his/her card through Online Ordering Form.
Once ordered, you can see the order in “Card orders“ list.
In Card orders, you can filter the items using several filtering fields in table heading.
Go to detail of the order in the “Actions“ column.
In Order Detail, check whether everything (Photo, Legal guardian’s ID, Confirmation of study) is OK.
If something is missing or if the photo or Confirmation of student status is not OK, press the “Mark as incomplete” button and add a note with short description. Once marked as incomplete, the order is marked red. You have to contact your customer by email or by phone and to tell him/her what is wrong with the order and how to complete it.
When your customer sends you proper documents and the order is already OK, press the “Mark as complete” button.
If the order was paid by card online, it is already in „Paid“ status; if it was paid through bank transfer, you have to check the payment and if it is OK, click the “Mark as paid” button. In most countries, ID of the order is the variable symbol of the payment.
If you want to edit the order, you can do it through pressing the “Edit order” button. In the edit mode, you can also see details of Legal representative (in case the customer was underage and details of Legal representative are needed). If you do any changes, don’t forget to save them.
Have a last look at your card orders and when everything is OK, just push the “Validate” button.
When all orders are checked, press the “Export to NCDB“ button.
At this moment, all cards in „Approved“ status are exported into NCDB and new NCDB order is created. In NCDB, all cards that were exported together will be grouped into one order.
In NCDB, the order is further processed and cards are issued.
📏 STATUS OF THE ORDER
Let’s have closer look at “Status”. Status tells you, in which state the order is at the moment. The most important statuses are:
...
You can find the export button on the order overview.
Filter settings in the card order list section will affect the data you want to export. You can, for example, set filters for a certain period, or filter orders by payment type or request type. The displayed data is then exported to XLSX format if you use the export button.
...
📤 Direct email communication
All communication with the customer regarding an incomplete order, a bad photo or an invalid study certificate will take place directly from the platform.
In the order details, the ER user has This feature allows you to create new custom email templates for communication with your customers.
Using this feature, you can:
define custom email templates for different reasons why you need to contact the customer (for example “photo in bad quality”, “wrong postal address”, “expired student status confirmation”, …)
you can communicate with the customer directly from Online Ordering module and your emails sent to the customer are tracked in the detail of each card order
How to set this up?
you can create your custom email templates in Settings -> Email templates
for each email template, you can set up different reply-to mailbox, so when the customer answers back, the answer comes to the correct member of your team
each email template can be relevant to only defined card types (you probably won’t use the template for expired student status confirmation for IYTC card orders for example)
in email templates, the usual variables (such as {{ cardOrder.firstName }},
{{ cardOrder.lastName }}, {{ cardType }} etc. ) can be used
you can of course define email versions for all available languages
...
there is always a default choice for reason “Other”. When this reason is chosen, no automatic email is sent, in this case, you need to lead the communication with your customer completely outside the ALIVE Platform.
How to use it?
in detail of specific card order, you have the option to click the button to mark the order as incomplete.
...
...
then, instead of just writing a note, you will see a select list of
...
In the select list, the reason "Other" will be displayed, in which it will only be possible to fill in a text note. The reason "Other" can be used for all other cases for which you will not have set templates.
At the same time, this functionality would make it possible to keep records of communication with the customer directly with the order in OO.
...
your predefined email templates and you choose the correct reason why the card order cannot be accepted
the selected email will be sent to your customer as an information what’s wrong with the card order
at the same time, you can see basic history about these automated emails in the detail of the order
...
when the card order is marked as incomplete, it turns red and a yellow exclamation mark icon is added to the end of the line
...
; after hovering over it, a note with the name of the template that was sent to the customer is displayed
...
When creating a new template in the "incomplete order" section, it is possible to specify which cards the template applies to, the email settings for responses, and the language variants of the email. You can use the same variables in emails as in other email templates. In this section, it is also mandatory to fill in the email address to which you want to send your customers' responses. The process of responses and other follow-up communication takes place outside the platform.
...
...
🏗️ Tracking codes
We don't collect analytic data for all markets using the online ordering module. If you'd like to track user journeys or get any other analytic data about your customers, you have to set it up on your side through the Online ordering administration interface - Settings section.
We suggest setting up a GTM container and managing all tracking scripts through GTM. If you want to track user journey events through individual steps of the ordering form, you should put additional scripts in the respective section of the Online Ordering settings.
We suggest using Google Tag Manager (GTM) to publish all tracking scripts you would like to use in the online ordering module. The GTM container can be set up in Online Ordering administration - Settings. Simply check the "Allow Google Tag Manager" checkbox and enter the GTM container ID into the text field that appears.
If you need to track individual events, such as how customers go through the card ordering process, you may put additional tracking scripts into the "Tracking Codes" section. Some of these events support variables, which may also be useful for your analytics.
...
The Online Ordering module supports the following events:
Tracking code during order - triggered on the 1st - 4th step of the ordering form. I don’t recommend using it.
Tracking code during card type selection - triggered on the 1st step of the ordering form.
Tracking code on page with personal data - triggered on the 2nd step of the ordering form.
Tracking code on order summary - triggered on the 3rd/4th step of the ordering form (depends on the number of steps; 3rd step with a selection of additional products may not be active if there are no products offered).
Tracking code after sending order - triggered when the “Submit order” button is pressed. This event supports variables.
Tracking code after successful payment - triggered on the thank you page where the customer is returned after successful payment. This event supports variables.
If you would need to verify the aliveplatform.com domain for tracking purposes, please let us know in Servis desk.