Inquiries and the Inquiry Board, for Customer Enquiries

Modified on Thu, 22 Jun 2023 at 08:03 PM

Inquiries and the Inquiry Board, for Customer Enquiries


Customer Enquiries


Customers can lodge an enquiry, which is sent to you as the Artist vendor (and copy to admin), about either an individual Product or about your SCOTSY Shop/Store. The same form is used on the front end of the website by customers for both types of enquiry.


All enquiries are recorded and replied to in your Inquiry Board, which we will cover later in the article.



Product Enquiry:


All products have an "Enquiry/Ask the Artist" button for customers on the right-hand side of the main product page:


Customers can click on the button and it takes them to the Enquiry form for your Product Enquiry. (Also, as mentioned it is the same form for Store general enquiries):




Store Enquiry (Store List Page):


Click on the "Inquiry" button for the Store you wish to make an enquiry about:



Store Enquiry (Artist Store Page):


The Artist Store is accessed by clicking the appropriate "Visit" button on the Store List Page. Notably, the Artist Store also has an Inquiry button for customers and visitors enquiring about that Store.


The enquiry will again be added to your Artist "Inquiry Board".




Inquiry board.

Inquiry Board icon, for accessing your enquiries and replies:


Example of Enquiries List in the Inquiry Board:


The Store Enquiries 'Product Column' is blank whereas the Product-related enquiries display your Product Title.


The Enquiry details are listed in the 'Query' column.


To Reply:

  • Click on the 'Query red text', or
  • The reply symbol for the enquiry, which is the uppermost symbol above the delete, in the 'Action' column.


Reply Form:

 

Importantly there is a setting, namely "Stick at Product Page", that displays on a Product page enquiry and not on a Store page enquiry. This enables the reply to be added to the Product page for all site viewers to see under the Product 'Enquiry Tab'. See the two images below:


Image 1:





Image  2:


(Front End Product page, "Enquiries Tab", showing all enquiry details)






Finally, Inquiry Info on the 'Customer MyAccount Page':


The customer, in addition to getting an email reply,  can view his/her enquiry status and replies by going to their My Account page on the site. (Need to go to the "Login/MyAccount" button on the top bar menu, right-hand side and select the "Inquiries button").


Click the appropriate View button in the "Actions" column. See below:




If a Customer clicks on a View button they can add an additional reply(s) or comment(s), which will be added to the thread. See the image below:






That then, covers all about accessing and processing customer enquiries!

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