The pixi* Customer Service application contains all personal data of your customers, an overview of current and previous orders, all invoices and credits, an e-mail client including the email templates and the actual customer account.

pixi* Customer Service consists of eight tabs, which you can quickly access via the F-keys of your keyboard:

F5 - Search
F6 - Customer details
F7 - Orders
F8 - Invoices
F9 - Credits
F10 - E-mails (old) - this tab is not shown by default and is only used to configure templates for certain address labels and cardboard labels
E-mails (new)
F11 - Customer account

Search Tab

The customer search under the search tab is the starting point of every activity in the pixi* Customer Service. To perform a search, simply enter one or more search criteria and click on "Search". The search boxes in which you entered your criteria are highlighted in color for a better overview. To clear all parameters, click on "Empty".

The number of displayed search results can be set to up to 1000 entries. This limit is set in pixi* and can't be changed as more search results could hurt the performance of pixi*.

Customer details Tab

Via the tab Customer details you can view and partially edit detailed information such as payment information, the billing and shipping address, as well as the history log for the customer selected in the search. You can also view the customer's payment history.

Orders Tab

Via the Orders tab, you can see all the orders originating from selected customer, including the respective order items. You can create new orders, cancel orders, make reservations, and add comments.

At the top of the tab you can see all orders made by this customer thus far. These are arranged in chronological order - you can find the oldest order at the top (by clicking on the column heading you can also sort the list according to a specific information). The following functions are available:

Order to HOld: Reverts the order back to HOLD status.
Order from Hold: Releases the order for shipment, i.e. the payment is cleared.
Cancel Order: Cancels the entire order.
Delete empty: Only possible for orders where all order lines have already been cancelled.
Insert: Creates a new, empty order for the selected customer. The billing and shipping data are taken from the last order.
Customer Lock / Unlock: Here you can lock or unlock a customer.
New e-mail: Here you can send an email to the customer.
Merge order: several orders of a customer can be combined - see also: Merge Customer Orders
Reauthorize: This feature is only active for credit card orders where authorization has failed. If you log the credit card data again, you can have another go at verifying it.
Create Reservation: With this function, you can reserve orders that you enter manually.
Delete Reservation: For orders that have already been reserved, you can use this function to manually delete the reservation.
Ship now: This feature allows you to have an order shipped immediately as a partial delivery, as long as some of the ordered items or quantities are not (sufficiently) in stock. Read more: Picklist Generation

The "Details" section is again divided into three tabs. Here you can view the billing data (general) of the customer, his ordered items or order comments.

Invoices Tab

The Invoices tab displays all customer invoices, including the invoice items and the invoice details. Under certain conditions, you can process invoices, post incoming payments, send new emails to customers, create credits, generate conversions, recharge credit cards, and view the change history.

The following functions are available:

Recharge: If the customer's credit card could not be charged due to a technical malfunction during shipping (you will be notified by email in this case), please correct the customer's credit card data under: F7 - Orders. Then you can use Reauthorize to start the transaction process again.
Set Invoice to Paid Manually: Here you can manually mark invoices as paid or unpaid. Please note that you can only trigger an incoming payment if the invoice amounts are positive.
Print Invoice: The invoice is reprinted.
Delete Invoice: You can still delete unpaid and not yet sent invoices. The respective invoice number will not be reassigned. In the report Deleted Invoices, you can view all cancelled / deleted invoices.
Returns Wizard: Use this function to create new Credits. See also Returns Wizard.
New e-mail: Here you can send an email to the customer.
Send PDF: Send invoices in PDF format by email to the customer

Credits Tab

The Credits tab displays all credits created for the selected customer, including the items per return and return summary information. You can print credit notes, delete returns, print a returns report or send the credit note in pdf-format.

Note: New returns are created via the returns wizard in the Invoices tab based on the invoices issued. You can NOT create new returns in the Returns tab.

The following functions are available:

Print credit: Print the receipt of the credit note again.
Delete credit: deletes the selected return.
Print report: Print the returns report again.
New e-mail: Here you can send an email to the customer.
Send PDF: sending credit notes in the form of a PDF document by e-mail to the customer

E-mails Tab

Via the E-mails tab, you can see all e-mails previously sent to the selected customer. Send new e-mails to your customers based on available templates and variables. The templates available depend on the type of e-mail you want to create. In this tutorial, you will learn which e-mails you can send and how to do so via pixi* Customer Service: User Documentation - Auto Emails - Customer Service Emails

Account Tab

The Account tab provides you with information about all financial transactions of your customers at a glance, you can view the customer's balance, claim outstanding amounts, and reimburse or record incoming payments. There are two types of bookings:

Positive events are incoming payments, credit notes, or manual, positive bookings.
Negative events are unpaid invoices, refunds or manual, negative bookings

The customer balance always shows the current balance of the selected customer.

Keyboard shortcuts in pixi* Customer Service

F5: brings you straight to the Search Tab
F6: straight to the Customer details Tab
F7: straight to the Orders Tab
F8: straight to the Invoices Tab
F9: straight to the Credits Tab
F11: straight to the Account Tab
Ctrl + K: opens the dialog for entering a customer comment for the customer selected from the search list
Ctrl + I: opens the Item Info for a selected item
Ctrl + H: clears the contents of an editable table field and changes to edit mode (for example, item name in the list of items)
Ctrl + End: Selection jumps to the bottom of the list
Ctrl + Pos1: Selection jumps to the top of the list

Basics - pixi* Customer Service