Customers
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On the guest page, you can find the majority of information available on a Guest including:
FD Customer ID - Customer ID used by the Payment Processor First Data
Gift Card Number and Creation Date
Payment Methods
Loyalty Information
Cognito ID - user ID
TH Legacy Cognito ID - user ID used for Marketing and offers for Tim Hortons
Orders V2
Orders V2 is the main page that a Support Tool user will frequent. Working on the Orders V2 page begins with searching for a Guest or order, using CognitoID/GuestID, Email or OrderID.
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After searching for a guest you can view their orders and select a specific order for additional support. On the left side of the page, you can filter by the status of the order and order type to find the potential problem easier.
Refunds - screenshots incoming
Full Refund
Expected Outcome
Order Status - Refund Successful
Payment Status - Void Successful - sometimes Refund Successful
Partial Refund
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Partial refunds
Order Status - Refund Successful
Payment Status - Partial Refund Successful
Gift Card History
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To view Gift Card History a region must be selected, currently, the Support Tool only supports lookup via User Email, with the Gift Card Number lookup feature upcoming
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Transfer Gift Card
Lookup Gift Cards to merge
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