Customer Overview - Quickly view order state per customer
The Customer Overview feature in Brink Commerce Merchant Portal allows CX and operations teams to quickly understand the customer journey by using the email address as a lookup key.
With customer overview, you can:
- Search for a specific email adress
- See an overview of order states
- Identify blocked orders
- Navigate to individual orders for further operations
Introduction
The Customer Overview in Brink Commerce provides CX teams with a quick view of a customer’s history based on their email address. While Brink Commerce does not store customer profiles, it indexes all order-related comments, states, and actions by email. This functionality allows you to investigate customer interactions across multiple orders—an essential tool when handling incoming issues.
When to Use This View
Example: A customer calls customer service about a delivery issue. By searching for their email, you can quickly assess:
- What orders they’ve placed
- Whether any are currently blocked (and why)
- Any previous comments or flags from the team
How to Use Customer Overview
1. Navigate to Customer Overview
- In the left-hand menu, select Customers.
2. Search by Email Address
- Enter the customer’s email address in the search field.
- The system will return a list of orders associated with that email.
What You Can See in the Overview
Order Status Summary
- Each order is displayed in a row with a status indicator:
- Green checkmark icon: Order is OK and has been processed successfully.
- Red Cross Icon: The order has one or more blocked operations
- Green checkmark icon: Order is OK and has been processed successfully.
Check for Blocked States
- Hover over the red icon to see which operations are currently blocked (e.g., cancellation, delivery, refund).
Expand to View Order Timeline
- Click the chevron on the left side of the row to expand the timeline view.
- This reveals:
- A list of all states the order has passed through
- The current state
- Informative and blocking custom states
- Order comments, including who made the comment and when
- A list of all states the order has passed through
Access Full Order Details
- Click the Order ID/name to navigate to the full Order Details page.
- From here, you can:
- View the entire order history
- Add new comments
- Remove blocking states (if you have the required permissions)
- Continue with other order management actions
- View the entire order history
Audit-friendly: All actions and comments are time-stamped and attributed to individual users.
