Thread: How to differentiate Phone Orders?

I'm combing through the reports and the data tables and I am developing this sinking feeling that there is no way to differentiate between a customer-placed online order and a phoned-in order.

Is there a way to tell if a catalog operator placed an order for a customer?

This is a nice idea..

Not at this time, but you could make probably a 1-2 line mod to put order notes on it, (or a new db field) if it was a phone order. Very Very simple to do, but not commonly requested, so you'd have to do it custom for now.

Anyone care to elaborate on how to append "ph" to all order numbers made by the phone order entry? Seems like it could be a trigger or something on the phoneorder.aspx.cs page or other page further down the line.. When does the order number get spawned and on what page?

Regards,
Sean

We normally identify them (in reports and what not) as being the orders where the LastIPAddress shown is the public IP address of our office. All outbound connections coming from inside our firewall are represented by this IP address so they are easy to separate from the others.

No change to code is necessary this way. Of course this would be much more difficult if the office didn't have a static IP address or if our customer service reps were spread all around the country.

We use the MaxMind service and it scores the sale as a -1.00 for all phone orders and that's how we detect the phone-in order. This has been very reliable for us and very easy to catch when processing the orders.

k, but would be cool if MaxMind did geolocational fraud detections for phone orders also I'll send this along to them.

The challenge in doing lookups on phone orders is you generally do not have the customer's IP address, so you end up with a very high fraud score in many cases that is erroneous (since the IP of the customer is actually your office's IP address).

We actually extended the code so that if customer service is doing a phone order entry, we show additional prompts on the shopping cart where the customer service person is reqd to enter order type info (direct mail, phone order, etc.) then we carry this through so we can do reporting by order type.

We extended code to record the phone order person's customerid into a new db field (customerserviceperson). Then reports are run by comparing the order's customerID and "customerserviceperson" That way we can also track how many order's that person is placing. Placing the code in Checkoutreview.aspx.cs -processcheckout()


//check for impersonation
POCustomer = ((AspDotNetStorefrontPrincipal)Context.User).ThisC ustomer;
if (ThisCustomer.ThisCustomerSession["CustomerID"].ToString() != POCustomer.CustomerID.ToString())
{
DB.ExecuteSQL("update orders set CustomerServicePerson = " + POCustomer.CustomerID + " where ordernumber='" + OrderNumber.ToString() + "'");

This code works with Multistore version 9.3.1.0

After creating the column in the database and adding the code to your OrderConfirmation code behind page, new orders will contain the customerid of the Admin that took the phone order, per Sharona's code as well as add a note to the order.

Please write reports to pull orders using the customerserviceperson column, as the note is a text field and is more difficult to use for reports such as Crystal Reports.

I am not responsible for what you do with the code below, so make a backup of your database and code pages prior to attempting to use it. Good Luck.

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First create customerserviceperson column in orders table using T-SQL:

Code:

ALTER TABLE Orders
ADD customerserviceperson INT NOT NULL DEFAULT 0

In OrderConfirmation.aspx.vb (or OrderConfirmation.aspx.cs) look for this line:

Code:

DB.ExecuteSQL("update Customer set OrderOptions=NULL, OrderNotes=NULL, FinalizationData=NULL where CustomerID=" & CustomerID.ToString())

Right after the line above add the following code in VB.net:

Code:

                        Dim notes As New StringBuilder()
                        If MyBase.IsInImpersonation AndAlso MyBase.EditingOrderImpersonation = 0 Then
                            'new order with impersonation
                            notes.AppendFormat("|Phone Order Added By ({0} - {1}) on {2} {3}", MyBase.AdminImpersonatingCustomer.CustomerID, MyBase.AdminImpersonatingCustomer.FullName(), DateTime.Now.ToShortDateString(), DateTime.Now.ToShortTimeString())
                            DB.ExecuteSQL(String.Format("update orders set CustomerServicePerson = {0} where ordernumber = {1}", DB.SQuote(MyBase.AdminImpersonatingCustomer.CustomerID.ToString()), ord.OrderNumber))
                        End If
                        If MyBase.IsInImpersonation AndAlso MyBase.EditingOrderImpersonation > 0 Then
                            'edit order with impersonation
                            notes.AppendFormat("|Phone Order Edited By ({0} - {1}) on {2} {3}", MyBase.AdminImpersonatingCustomer.CustomerID, MyBase.AdminImpersonatingCustomer.FullName(), DateTime.Now.ToShortDateString(), DateTime.Now.ToShortTimeString())
                        End If
                        DB.ExecuteSQL(String.Format("update orders set notes = cast(notes as nvarchar(max)) + {0} where ordernumber = {1}", DB.SQuote(notes.ToString()), ord.OrderNumber))

or of you have C# this will do it:

Code:

                        StringBuilder notes = new StringBuilder();
                        if (base.IsInImpersonation && base.EditingOrderImpersonation == 0)
                        {
                            //new order with impersonation
                            notes.AppendFormat("|Phone Order Added By ({0} - {1}) on {2} {3}",
                                base.AdminImpersonatingCustomer.CustomerID,
                                base.AdminImpersonatingCustomer.FullName(),
                                DateTime.Now.ToShortDateString(),
                                DateTime.Now.ToShortTimeString());
                            DB.ExecuteSQL(string.Format("update orders set CustomerServicePerson = {0} where ordernumber = {1}", DB.SQuote(base.AdminImpersonatingCustomer.CustomerID.ToString()), ord.OrderNumber));
                        }
                        if (base.IsInImpersonation && base.EditingOrderImpersonation > 0)
                        {
                            //edit order with impersonation
                            notes.AppendFormat("|Phone Order Edited By ({0} - {1}) on {2} {3}",
                                base.AdminImpersonatingCustomer.CustomerID,
                                base.AdminImpersonatingCustomer.FullName(),
                                DateTime.Now.ToShortDateString(),
                                DateTime.Now.ToShortTimeString());
                        }
                        DB.ExecuteSQL(string.Format("update orders set notes = cast(notes as nvarchar(max)) + {0} where ordernumber = {1}", DB.SQuote(notes.ToString()), ord.OrderNumber));

================================================== ===

And....

Viola! It works!