Guides
Customer support and reviews
Find the customer and their order in seconds, answer product questions and reviews, write on the order and tell the customer.
What your app needs
| You want to | Scope | Where |
|---|---|---|
| Find a customer by phone or email | customers.list:read | GET /customers |
| Read their orders, status and items | orders:read | GET /orders |
| Follow a shipment | orders:read | delivery on the order, order.shipment.updated |
| Resend a digital code or link | orders.digital:read | GET /orders/{id}/digital-items |
| Write on the order page | orders.notes:write | PATCH /orders/{id}/note |
| Email the customer | customers.notify:write | POST /orders/{id}/notifications |
| Change the order status | orders.status:write | PATCH /orders/{id}/status |
| Read and answer product questions | questions:read, questions:write | GET /questions, POST /questions/{id}/answer |
| Read reviews | reviews:read | GET /reviews |
| Reply to a review | reviews.reply:write | POST /reviews/{id}/reply |
| Publish or hide a review | reviews.moderation:write | PATCH /reviews/{id}/moderation |
From a message to the order
A customer writes to you with a phone number or an order number:
# By order number
curl "https://larm.sa/stores/$STORE_ID/v1/orders?number=200123" -H "Authorization: Bearer $ACCESS_TOKEN"
# By phone: find the customer, then their orders
curl "https://larm.sa/stores/$STORE_ID/v1/customers?phone=0512345678" -H "Authorization: Bearer $ACCESS_TOKEN"
curl "https://larm.sa/stores/$STORE_ID/v1/orders?customer_id=5821" -H "Authorization: Bearer $ACCESS_TOKEN"The order gives you the status, the items, the shipment with its tracking link, and what the customer wrote at checkout. customer_id finds every order placed with that customer's email, guest orders included.
Write on the order
- A note shows on the customer's order page and sends no email. It replaces the note the merchant wrote, so read
merchant_notefirst. - An email arrives in the customer's inbox, in the store's name, and goes into the order's message log.
Questions and reviews
Subscribe to question.created and review.created.
- An answer shows under the product, and the customer receives it by email the first time. Their email is not given to your app.
- A reply to a review shows under it for visitors. The words of the customer cannot be changed, and the name of the reviewer is not given to your app.
- New reviews start unpublished until they are approved, by the merchant or by your app.
Refunds
Your app cannot refund. When a customer deserves one, tell the merchant. A refund the merchant makes reaches you as order.refunded.