SkavaADMIN™ User Managementduseqpxtuo98y.cloudfront.net/74userguides/usermanagement11.pdf · • Creating User Account • Searching Users • Managing User Profile • Managing

SkavaADMINUserManagement Page1

SkavaADMIN™

UserManagement

ADMINISTRATIVEUSERGUIDE

Version 1.1

September 5, 2017


ImportantConfidentialityNoticeThis document constitutes confidential or trade secret information of Skava. It is provided only for use as authorized and approved by Skava.

Further disclosure, reproduction, or use is expressly prohibited.

Use of this document is further governed and controlled by any confidentiality or non-disclosure agreement now in effect between recipient or recipient’s employer and Skava.

©Skava Confidential and Proprietary. All rights reserved.


DocumentHistoryVersion. #

Date (dd/mm/yyyy)

Document Changes Drafted By Reviewed/ Approved By

1. 12/07/2017 Initial draft Soumya Vishnu Preethi / R Karthik

2. 17/08/2017 Added Privileges Soumya R Karthik


Contents1 Introduction ........................................................................................................................................ 5

1.1 Overview ..................................................................................................................................... 5

1.2 User Overview ............................................................................................................................. 5

1.3 Intended Audience ...................................................................................................................... 5

2 User Management .............................................................................................................................. 6

2.1 Feed Upload ................................................................................................................................ 7

2.2 Creating User Account ................................................................................................................. 8

2.3 Searching Users ........................................................................................................................... 9

2.4 Managing User Profile ............................................................................................................... 11

2.5 Managing Addresses ................................................................................................................. 15

2.5.1 Adding Billing Address ....................................................................................................... 16

2.6 Managing User Properties ......................................................................................................... 17

2.7 Managing User Specific Orders .................................................................................................. 18

2.7.1 Tracking Order Progress..................................................................................................... 20

2.7.2 Viewing Activity History ..................................................................................................... 23

2.7.3 Viewing Payment Details ................................................................................................... 23

2.7.4 Viewing Delivery Document Details ................................................................................... 24

2.7.5 Viewing Refund Details ...................................................................................................... 25

2.7.6 Viewing Order Details ........................................................................................................ 27

2.8 Managing Store Credit ............................................................................................................... 27

2.8.1 Viewing Credit and Reverse History ................................................................................... 28

2.8.2 Viewing Redemption History ............................................................................................. 28

2.8.3 Adding Credit to Users ....................................................................................................... 29

2.8.4 Reversing Users Credit ....................................................................................................... 30

2.8.5 Sending Emails for Store Credit .......................................................................................... 30

3 Privileges .......................................................................................................................................... 32

4 Reporting an Issue ............................................................................................................................ 33


1 Introduction1.1 OverviewUser Management is a micro service. Functions provided by this micro service include user-based functions for Cart, Payment, Orders, Loyalty, and Preferences. This document describes the following User Management functions:

• Feed Upload • Creating User Account • Searching Users • Managing User Profile • Managing User Address • Managing User Orders • Managing Store Credits

1.2 UserOverviewThe “User” is defined as a consumer or customer who browses and purchases products from his/her mobile, tablet, or desktop devices. This “User” is different and distinct from the users of the Skava Content Management System / Skava Administration.

1.3 IntendedAudienceThis document is intended for the Customer Service Representatives for managing User details.


2 UserManagementCustomer Service Representative (CSR) can manage user details with User Management feature.

Once User Management is set up for a campaign, the User tab will be displayed in the left navigation pane as shown below:

Figure 1: Campaigns Page

To view user information, click User from the left navigation pane.

The User Management page will be displayed as shown below:

Figure 2: User Management


2.1 FeedUploadYou can upload user segments and custom properties using Feed Upload feature. Multiple properties can be uploaded to multiple users.

To upload properties and segments from User Management, you can follow the steps below: 1. Click Feed Upload.

Figure 3: Feed Upload The Upload File dialog box will be displayed as shown below:

Figure 4: Uploading File

2. Click Choose File, to browse and upload the Excel file with properties. The file will be uploaded and the file URL will be displayed as shown below:

Figure 5: Displaying Uploaded File URL

3. Once file is uploaded click Ok.


4. To view the uploaded custom properties, click Properties tab of the user. The Properties tab will be displayed as shown below:

Figure 6: Uploaded Properties

Note: The custom properties were entered in the Excel file as shown below:

Figure 7: Custom Properties in Excel File

2.2 CreatingUserAccountThe CSR can now create a new user account from the SkavaADMIN page. User’s general information such as first name, last name, email ID, phone number, gender, and password should be provided to create a user account. However, you cannot create an account with an email ID or the phone number already associated with an account.

Figure 8: Creating User Account

To create a user account, you can follow the steps below: 1. Click Create Account from the User Management page.

The Create User dialog box will be displayed as shown below:


Figure 9: Create User Dialog Box

2. Enter the First Name, Last Name, Email ID, Phone number. 3. Select the Gender from the drop-down options. 4. Select the date of birth. 5. Select the checkbox to agree to the terms and conditions. 6. Enter password in Password field and confirm the password in Confirm Password field. 7. Click Create Account.

The user account will be created and a success message will be displayed.

Figure 10: Success Message Displayed on Creating a User Account

Note: • If the email ID or the phone number entered is already associated to an account, an error

message will be displayed.

Figure 11: Alert Message Displayed While Creating a User Account

• Multiple accounts with same email ID or phone number cannot be created. • When a new user account is created, the account will be inactive until the user activates it. An

email to activate password will be sent to the user. User can click on the link to provide a password. By providing the password, the user account will get registered in the database.

2.3 SearchingUsersYou can search for users to manage their details. You can search for users based on Email ID/ Phone number/First name, Last name, and/or ZIP code/city.


Figure 12: User Search in User Management

To search for a user, you can follow the steps below: 1. In the Search by Email, Phone or First Name textbox, specify the user first name, email ID, or

phone number. 2. Alternatively, in the Search by Last Name textbox, specify the user’s last name. 3. Alternatively, in the Search by Zipcode or City textbox, specify the user’s ZIP code or city.

Note: To search only for active users, select the checkbox associated with Only Search Active Users.

4. Press Enter key from your keyboard. Users matching the specified search criteria will be displayed as shown below:

Figure 13: User Search Results Page

5. To make an inactive user active, click .

6. To make an active user inactive, click . Note:

• Active users are valid users who can login to the site with valid login credentials. • Inactive users are users who are locked for reasons such as multiple invalid login

attempts.


7. To reset the user password, click RESET PASSWORD. An email containing the link to reset the password will be sent to the user. If the user did not provide an email ID during registration; the user will be sent an SMS with the verification code to reset the password.

Note: When a user attempts to reset his password with a valid email ID, with an invalid email ID or when the account is blocked, an email will be triggered to the user stating “If you have an account, an email/SMS will be sent”.

Note: • Users can also be searched based on their custom property. You can search based on multiple

custom properties. • The CSR can now search for users by providing partial details. For example if the user name is

James, the CSR can search for the user by specifying “Ja”, “Jam”, “Jame” or “James”. For all these strings, the user James will be retrieved.

• A user can be registered either through email ID or through phone number. • Users can register with the same email ID to different types. For example, in the above image,

[email protected] is registered through Skava Social Sign-On (SSO) Google, Facebook and Email options. However, using a single mail ID and type, you can register only once to a website.

• Along with the authentication through Facebook, Google and Twitter, users can sign in to the site using single sign on feature.

2.4 ManagingUserProfileYou can manage user profile details from the Profile tab of User Management page. To manage user profile, follow the steps below:

1. Click View Full Profile associated with the user. The Profile section of the User Management page will be displayed as shown below:


Figure 14: User Management Page

2. The user profile details that can be edited by a customer service representative are given in the table below:

Field Description First Name Specify the user’s first name Last Name Specify the user’s last name Password Reset Preference

Select the password reset preference from Mobile/Email options.

Gender Select the gender.

Note: Email address and Phone number can be updated only by Super Admins.

3. To make the user status as Inactive, click .

Note: To make the user status as Active, click . 4. To reset the user password, click RESET PASSWORD.

Note: • An email containing the link to reset the password will be sent to the user. If the user did

not provide an email ID during registration; the user will be sent an SMS with the verification code to reset the password.

• If only email is provided while creating the user account, only Email option will be displayed under Password Reset Preference.

• If only phone number is provided while creating the user account, only SMS option will be displayed under Password Reset Preference.


• If both email and phone number is provided while creating the user account, Email and SMS options will be displayed under Password Reset Preference drop-down.

5. To login on behalf of another user, click ACT ON BEHALF OF. The Skava Store MY ACCOUNT page will be displayed as shown below:

Figure 15: My Accounts Page for Logging on Behalf on an User

6. To view/ manage notes for the user, click View/ Manage Notes. The Notes pop-up will be displayed as shown below:

Figure 16: Notes Dialog Box

7. Click Add Notes to add a note. The add notes field will be displayed as shown below:


Figure 17: Adding Notes

8. Enter the notes and click Add Note to add it. Note:

• A note can contain a maximum of only 120 characters. • Click Cancel to exit without adding a note.

The note will be displayed along with the date and time it was added as shown below:

Figure 18: Added Notes

Note:

• To remove the note, click .

• To add more notes, click .

• To close the Notes pop-up, click . 9. Click Save to save the updates.

A success message will be displayed as shown below:

Figure 19: Success Message Displayed on Updating a User


10. Click Cancel to leave this screen without making any changes to the user details. You will be navigated back to the User Management page.

2.5 ManagingAddressesYou can manage user’s shipping and billing address from the Address tab of the User Management page. To manage user’s address, you can follow the steps below:

1. Click View Full Profile associated with the user. The Address section of the User Management page will be displayed as shown below:

Figure 20: Address Management

2. Under Shipping Address, edit the required fields. 3. To add another shipping address, click Add Address.

A section as shown below will be displayed:


Figure 21: Adding Shipping Address

4. Enter values for the fields.

5. To make this address as the default address, click .

The default option will be displayed as . Note: By default, the first address added will be the default shipping address.

6. To delete any added address, click Delete. 7. To save the address, click Save. 8. Click Cancel to exit without making any changes.

2.5.1 AddingBillingAddressYou can add multiple billing addresses for a user. To add billing address for a user, you can follow the steps below:

1. Click Billing Address. A section as shown below will be displayed:


Figure 22: Adding Billing Address

2. Enter values for the fields.

3. Click to make this address as the default address. Note: By default, the first address added will be the default billing address.

4. To add another billing address, click Add Address. 5. To delete any address, click Delete. 6. Click Save to save the address. 7. Click Cancel to exit without making any changes.

2.6 ManagingUserPropertiesYou can add user custom properties from the Properties tab of the User Management page.

To manage user’s properties, you can follow the steps below: 1. Click View Full Profile associated with the user.

The Properties section of the User Management page will be displayed as shown below:


2. To add a custom property, click Add.

The Property Name and Value field will be displayed. 3. Enter the required details and click Save.

Note: • User properties that are updated through Feed Upload will be displayed under User Properties

section. • User custom properties added/updated through Feed Upload will be displayed under Custom

Properties section.

2.7 ManagingUserSpecificOrdersTo view and manage user’s orders from User Management, click Order History. All orders placed by the user along with their status will be displayed as shown below:


Figure 23: Order History Tab

The following are the available statuses for an order: • ONHOLD: The orders for which the payment got failed will be displayed with an ONHOLD status. • SUBMITTED: The orders that are successfully placed will be displayed with a SUBMITTED status. • READYTOEDIT: The orders that are just placed will have a READYTOEDIT status. You can cancel the

order from this status. • FREEZEEDIT: The orders that are placed and cannot be edited anymore will be displayed with a

FREEZEEDIT status. • SUBMITTEDTOFULFILMENT: Orders that are submitted to fulfilment will be displayed with the

status SUBMITTEDTOFULFILMENT. • UNABLETOSHIP: Products that are not available to be shipped will be displayed with the status

UNABLETOSHIP. • SHIPPED: Products that are shipped will be displayed with the status SHIPPED. • UNABLETODELIVER: Products that are not available to be delivered will be displayed with the

status UNABLETODELIVER. • DELIVERED: Products that are delivered will be displayed with the status DELIVERED. • RETURNSUBMITTED: Products that are submitted for return will be displayed with the status

RETURNSUBMITTED. • RETURNED: Products that are returned will be displayed with the status RETURNED. • CANCELED: The orders that are canceled for any reason will be displayed with a CANCELED status.


The available Fulfilment types are as follows: • Physical: All products/ items ordered from the TOMS site are referred to as physical products. • Digital: E- gift cards that are purchased from the TOMS site are referred to as digital products. • Instore: Products/Items that are purchased from the store are referred to as Instore products. • Exchange: Products or items that are exchanged will be displayed under Exchange fulfilment type.

You can perform the following on orders from the Order History tab: • Filtering the orders based on:

o Order ID o From date and To date o Order Status o Fulfilment Type

• Tracking Order/Item Progress • Viewing Activity History • Viewing Payment Details • Viewing Delivery Document Details • View Refund Details • Viewing Order Details

2.7.1 TrackingOrderProgressThe CSR can track order progress at both order level as well as order item level.

To track order progress, you can follow the steps below: 1. Click Track Order Progress.

Figure 24: Viewing Order Progress

Tracking Details page will be displayed.


Figure 25: Order Progress Details

2. Click MATH DETAILS. The order’s price details such as items’ subtotal cost, shipping and handling charges, tax, discounted amount, gift discount, and grand total will be displayed:

Figure 26: Order Price Details

2.7.1.1 TrackingOrderItemLevelProgressTo track order item level progress, you can follow the steps below:

1. Click on the order. The order details will be displayed.


Figure 27: Order Details

2. Click Track Item Progress. Tracking Details page will be displayed.

Figure 28: Order Item Tracking

3. Click MATH DETAILS. The item’s price details such as items’ subtotal cost, shipping and handling charges, tax, discounted amount, gift discount, and grand total will be displayed:


Figure 29: Order Item Price Details

2.7.2 ViewingActivityHistoryYou can view the activity details of an order such as adding notes, mail sent, etc.

To view the activity history details of an order, first, you need to locate the order.

1. Click View Activity History. The Activity History Details will be displayed.

Figure 30: Displaying Activity History Details

2.7.3 ViewingPaymentDetailsYou can view payment details of an order using this feature.

To view the payment details, you can follow the steps below: 1. Click on the order.

The order details will be displayed.


Figure 31: Viewing Payment Details

2. Click the payment information link. The Payment Details dialog box will be displayed with the details of payment as shown below:

Figure 32: Displaying Payment Details

2.7.4 ViewingDeliveryDocumentDetailsYou can view details of shipped, delivered, and returned orders using this feature.

To view the delivery document number details, you can follow the steps below:


1. Click on the order. The order details will be displayed.

Figure 33: Viewing Delivery Document Number

2. Mouse hover on the delivery document number link. The delivery document details will be displayed.

Figure 34: Displaying Delivery Document Details

2.7.5 ViewingRefundDetailsYou can refund details of a returned order using this feature.

To view the refund details, you can follow the steps below: 1. Click on the order.

The order details will be displayed.


Figure 35: Viewing Refund Details

3. Mouse hover on the REFUNDED link. The refund details will be displayed as shown below:

Figure 36: Displaying Refund Details


2.7.6 ViewingOrderDetailsYou can view more details of an order using this feature. To view order details you can follow the steps below:

1. Click the order number link displayed below order number.

Figure 37: Viewing Order Details

2. You will be navigated to the Manage Orders page.

Figure 38: Displaying Order in Manage Orders Tab

3. To view more details on the order, click on the order. For more details on managing orders from Manage Orders tab, refer to Skava Cart Payment Order Management documentation.

2.8 ManagingStoreCreditYou can view store credit details of a user from the Store Credit tab.


Figure 39: Displaying Store Credit Details

The following details will be displayed: • Total Credit • Used Credit • Balance Credit

2.8.1 ViewingCreditandReverseHistoryTo view credit and reverse history, follow the steps below:

1. Click Store Credit History tab. The Store Credit History tab will be displayed a shown below:

Figure 40: Displaying Store Credit History

2. Select the number of months based on which you need to view the store credit history. 3. Alternatively, specify the From date and To date. 4. Click Apply.

The Credit and Reverse History details will be displayed. Details such as date and time, transaction details, the amount, and details on if the transaction was a debit or credit will be displayed.

2.8.2 ViewingRedemptionHistoryTo view redemption history, follow the steps below:

1. Click Redemption History tab. The Redemption History tab will be displayed a shown below:


Figure 41: Displaying Redemption History

2. Select the number of months based on which you need to view the redemption history. 3. Alternatively, specify the From date and To date. 4. Click Apply.

The Redemption History details will be displayed. Details such as date and time, transaction details, and the redeemed amount will be displayed.

2.8.3 AddingCredittoUsersYou can appease an order directly to the user using Add Credit feature.

To add credit to a user, follow the steps below:

1. Click Add Credit. The Add Credit dialog box will be displayed.

Figure 42: Adding Credit to User

2. Enter the amount to be credited. 3. Select a reason for adding credit. 4. Enter notes. 5. Click Add Credit.

The credit will be added and will be displayed under Credit and Reverse History section.

Note: Whatever is set as default payment (irrespective of credit/debit card, store credit, etc.), when the user credit is credited, it will be credited to the default payment that is set.


2.8.4 ReversingUsersCreditYou can reverse the credit added to a user. To reverse a user’s credit, follow the steps below:

1. Click Reverse Credit. The Reverse Credit dialog box will be displayed.

Figure 43: Reversing User’s Credit

2. Enter the amount to be reversed. 3. Select a reason for reversing credit. 4. Enter notes. 5. Click Reverse Credit.

The store credit will be debited and will be displayed under Credit and Reverse History section.

Note: Whatever is set as default payment (irrespective of credit/debit card, store credit, etc.), when the user credit is reversed, it will be debited from the default payment that is set. 2.8.5 SendingEmailsforStoreCreditThe CSR can now send mail for credit summary and modified store credit.

To send emails, you can follow the steps below: 1. Click Send Mail.


Figure 44: Send Store Credit Email

2. The Send Mail dialog box will be displayed.

Figure 45: Send Mail Dialog Box

3. Select the required mail type, that is credit summary mail or modified store credit mail.. 4. Enter email ID. 5. Click Send Mail.


3 PrivilegesThe various privileges and their descriptions are explained in the below table:

Privilege Description /createuser Allows creating a user. /viewuser Allows viewing users. /updateuser Allows updating user details. /finduser Allows searching for users. /updatestatus Allows updating user status. /loginuser Allows logging in a user. /logoutuser Allows logging out a user. /resetpassword Allows resetting user password. /loaduser Allows loading user details through feed. /getallusersbytimestamp Allows fetching user details based on time range. /usermgtsearch Allows searching for users. /createaccount Allows creating accounts for new user. /usermgtcreate Allows creating new users. /usermgtgetcartdetails Allows viewing user’s cart details. /getStreamuserAdminserviceToken

Allows viewing stream user admin service token.

/usermgtgetprofile Allows viewing user profile. /usermgtupdate Allows updating user details. /usermgtgetresetpwd Allows resetting user password. /usermgtgetloyaltyuser Allows viewing loyalty users. /viewstorecredit Allows viewing store credit. /storecreditreversetransaction

Allows reversing store credit.

/storecreditaddtransaction

Allows adding store credit.

/binitem/loadByBinIdSkuId

Allows loading item in bin by Bin ID and SKU ID.

/getloyaltyuser Allows viewing loyalty users. /createloyaltytransaction

Allows creating loyalty transactions.

/getloyaltytransaction Allows viewing loyalty transactions. /reverseloyaltytransaction

Allows reversing loyalty transactions.

/usermgtgetredemption Allows viewing redemptions. /getloyaltyredemption Allows viewing loyalty redemption. /addpayment Allows adding payment. /deletepayment Allows deleting payment.


4 ReportinganIssueThe report an issue is customizable which can be used to open the ticketing software (for example, JIRA).

Figure 46: Creating an Issue in the JIRA Ticket

Documents

SkavaADMIN™ User Managementduseqpxtuo98y.cloudfront.net/74userguides/usermanagement11.pdf · • Creating User Account • Searching Users • Managing User Profile • Managing