CSR (Customer Service) — ShopV2 Workspace Guide (English)

Login: https://carehomely.com/workspace/login
Your role: csr

What you use ShopV2 for

• Order lookup, amendments, delivery scheduling
• Recording payments (with Finance process)
• Guest complaints, after-sales service inbox
• Coordinating delivery runs with installers

Main menu

| Link | Purpose | |------|---------| | Orders | Hub: detail, payment, amendments, delivery date, add to run | | Assisted checkout | Help sales create drafts | | Delivery | Runs, stops, record events (if also installer role) | | Map schedule / Day schedule / Schedule exceptions | Planning & backlog | | Complaints / Service / Careers | Guest-facing inboxes | | Host visitor / Showroom | See who is hosting; desk resources | | Presence | Staff on floor | | Attendance / Overtime / Payslips | Self-service | | Referral | View links (usually sales-owned) |

Limited or no access: Partner payouts, Commission ledger, Legacy migration, Command center.

Daily workflow

1. New order after sales draft

1. Open Orders → find draft or search MNL-#### / CEB-####.
2. Verify lines and customer phone (Philippine format).
3. Coordinate first payment recording (Finance or authorized CSR).
4. After confirmation: copy Customer tracking link to guest.

2. Order changes

On order detail (open orders only):

• Change quantity, swap SKU, add/remove lines (audit trail kept).
• Set scheduled / requested delivery date.
• Add to run for today’s delivery when ready.

3. Delivery coordination

1. Delivery → pick date & branch → open run.
2. Reorder stops if needed; Print route sheet for crew.
3. Map schedule for map view; Schedule exceptions for orders not on a run or missing dates.

4. Guest issues

| Inbox | Source | |-------|--------| | Complaints | Website /complaints | | Service | After-sales on tracking page (delivered orders) | | Careers | /careers/apply |

Update status and assign follow-up.

5. Showroom support

• Yellow banner: another staff is hosting visitor — avoid duplicate approaches.
• Telegram alert if Gov Ops configured group for showroom_visit.

Customer-facing tools (tell guests)

| Need | Guest URL | |------|-----------| | Track order (logged in) | /account/orders | | Track with link only | /track/{order_no}?t=... | | Sign in | /account/login (mobile on order) | | Complaint | /complaints |

Rules

• Pending factory shipment = guest-facing label (not “purchase”).
• Do not cancel or mark delivered without manager/Gov Ops policy.
• Payment events on mobile delivery app are report only — real payment still goes through order workspace.

Escalate to

| Issue | Contact | |-------|---------| | Refunds / ledger | Finance | | Run creation / fleet | Store manager / Gov Ops | | Commission disputes | Finance / Gov Ops | | Stock allocation | Warehouse / manager |