How to manage PrestaShop order and customer messages
In PrestaShop customers can send you messages attached to an order from the frontend of the store using their accounts. To do this the customer has to log in to their account, go to the Order History section, click on the number of the particular order to view its details, type the message in the text field that's provided and click on the Send button. A message can also be added to an order during the checkout process, at the Address step.
You can view the messages that customers have added to any of the orders from the backend of your PrestaShop store. After you log in, click on the Orders tab and then on the Customer Messages sub-tab. On the page that is displayed there's a table with all the unread customer messages. To read and reply to a messages just click on it. You'll be redirected to the details page for the particular order to which the message is attached. On the page with all the order details you can read the message; it's displayed in the Messages section. To mark the message as read click on the green mark. To reply to the message click on the Click here link in the New message section, and either choose a preconfigured message or use the text field to type your message.
After you send the message the customer can read it from the Order History section of their account. An email message will also be sent automatically by PrestaShop to the customer's email address.
You can also add preconfigured messages that you can save so that you won't have to type the same message many times. To do this go to the Orders tab of your store's admin panel and then to the Order Messages sub-tab. On the page that opens there's a table with the preconfigured messages. By default, there should be one message that comes prepackaged with PrestaShop. To add a new message click on the Add new button above the table. Then type a name and content for the message and save it.
For screenshots and some more details check out the tutorial on managing customer messages and order messages in PrestaShop.
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