Here's how to locate a StoreFront transaction in your Tillo hub.
If a customer has a query about a gift card, there are a few ways you can search for the gift card in your hub.
The first thing to note is that your Order History page displays gift cards as separate, individual items. If your customer placed a StoreFront order for 3 gift cards, these will be displayed in your hub as 3 separate transactions.
To find a gift card, head to the Order history page in your portal, and use the search bar.
You can then search for either the gift card item reference or order reference:
1. Search the gift card item reference
The item reference is the best way to locate a specific gift card. This matches the 'Client ID' field in your Order History.
The item reference is included in the 'Order Ready' email your customer receives when they complete their order. This is the email which contains the link to their gift card.
If your customer has a gift card query, ask them to quote this reference, as this will enable you to locate the gift card in question quickly.
Order ready email
Order History page
2. Search the StoreFront order number
The other reference your customer receives when they complete an order is the Order Reference, and you can also search this in Order History.
The Order ref is included in both the 'Order Confirmed' and 'Order Ready' emails that your customer receives when they complete an order. It is also displayed on the web page they see at the end of their purchase journey.
Order confirmed email
Order ready email
Note: Customers are able to purchase multiple gift cards in one order. In this scenario, one Order Reference will have multiple gift card items associated with it. This means that searching the Order Reference in your Order History page return all gift card items associated with that order.
What to do if the customer does not have either reference number
If your customer does not have their Item reference or Order reference, please get in touch with us and we will help you to locate the transaction.