Managing Customers, Orders, and Inquiries

First determine the current website type

B2C and B2B have different customer conversion methods. The B2C website usually focuses on ordering, payment, delivery and after-sales; the B2B website usually focuses on product browsing, inquiry submission and subsequent sales follow-up. The backend entrance and available functions will be different accordingly, and the two processes should not be confused with one.

customer information

Customer management can be used to view customer lists, customer information, and messages or contact records generated through the website. When processing customer information, only view the data required to complete the business and use it according to the division of labor within the enterprise.

Open customer list　View customer comments

B2C: Order Processing

B2C website can check the status of pending review, pending, pending, and after-sales in the order area. The actual name and process depend on store configuration, payment method, and enabled features.

1. First confirm the order status, payment status, products, quantity and receipt information.
2. When it is time to ship, check the logistics method and waybill information, and then update the status.
3. Any cancellations, refunds or returns will be made in accordance with published policies and internal authorities.
4. Keep timelines, notes and necessary evidence for abnormal orders to avoid repeated operations.

Open pending order　Open after-sales order

B2B: Inquiry processing

B2B website is mainly about inquiry form and sales follow-up. After receiving the inquiry, the contact person, company, target product, quantity, market and delivery requirements should be confirmed first, and then the person in charge will continue the communication through the corporate email or agreed method.

1. Check the inquiry details to determine whether the information is complete and whether there are duplicate records.
2. Document key requirements such as product, quantity, specification, destination, time and certification.
3. Assign responsible persons and record follow-up status to avoid repeated responses from multiple people.
4. Quotations, samples, payment and delivery terms should be confirmed in formal communication documents.

Open B2B inquiry

Security and privacy

• Do not expose passwords, verification codes, payment credentials, and complete customer information on public pages, screenshots, or general group chats.
• Assign permissions to employees that match their jobs, and adjust accounts in a timely manner when personnel changes.
• Confirm the purpose, recipient and storage location before exporting data, and do not keep unnecessary copies for a long time.
• Third-party payment, logistics, customer service or marketing tools will have their own data rules, and the scope of authorization must be confirmed before activation.

Establish a daily processing rhythm

It is recommended to check new orders, inquiries and messages every day, and clarify the person responsible and the maximum response time; review exceptions, refunds, repeated problems and high-frequency consultation every week, and then add frequently asked questions to the product page, help center or sales materials. This improves both customer experience and internal processing efficiency.