Agents can review order details and process order‑related actions directly inside the BoldDesk mobile app. From Tickets, Chat, or Contacts, agents can open the Apps panel and manage customer orders without leaving the record they are working on. This unified workflow helps teams manage order-related inquiries efficiently while keeping all support activity in context.

Use Cases

• Order‑related ticket resolution: Investigate order status and take action while replying to the customer in Tickets.
• Real‑time chat handling: Validate order details and process actions during live Chat conversations.
• Account servicing: From Contacts, view the customer’s orders to help with follow‑ups, replacements, or billing questions.
• Contextual support: Maintain a single source of truth by acting on orders within the same record where the conversation occurs.

Benefits

• Faster handling: No switching between modules—act from the current ticket, chat, or contact.
• Reduced errors: Select the correct Store mapped to the brand before acting.
• Clear visibility: Review status, payment, shipment, and notes in one panel.
• Consistent controls: Use familiar actions—Cancel Order, Refund Order, Restock item, Shipping Refund, Fee Refund.

Prerequisites

• The WooCommerce app is installed for your BoldDesk account.
• At least one Store is configured and mapped to the brand you’re working on.
• You have the agent role/permissions required to view the Apps section in tickets and to perform order actions.

Access WooCommerce in the Mobile App

Access from Tickets

1. Open the BoldDesk mobile app and tap Tickets.

2. Select the ticket associated with the customer.
   

   
   
   

3. In the ticket view, click the more option and tap Apps. Then select WooCommerce.
   

   

4. Use the Store selector (if prompted) and choose the relevant Store.

5. Review the customer profile and Orders linked to the ticket context.

   
   
   

Access from Chat

1. Open the BoldDesk mobile app and tap Chat.
2. Select the chat associated with the customer.
3. In the conversation view, click the more option and tap Apps. Then select WooCommerce.
4. Select the Store (if prompted).
5. Review customer details and orders associated with the chat.

Access from Contacts

1. Open the BoldDesk mobile app and tap Contacts.
2. Open a contact record.
3. Click the more option and tap Apps. Then select WooCommerce.
4. Select the Store (if prompted).
5. View all orders linked to that contact.

Manage Orders

Use Order Management inside the selected record (Ticket/Chat/Contact → Apps → Order Management) to:

• View order summary, line items, totals, payment, shipment status, and notes.
• Open a specific order to perform supported actions based on permissions, order status, and payment state.

Cancel an Order (with optional refund)

Use Cancel Order to stop an order. When allowed, you can include a refund in the same flow.

Steps

• From Apps → Order Management, select the Store (if prompted) and open the Order.
• Tap Cancel Order.
• (Optional) Enable Total Amount Refund to include a full refund with the cancellation.
• Enter the Reason.
• Tap Cancel Order to confirm.

Refund an Order (full or partial)

Use Refund Order to issue full or partial refunds without canceling the order. You can refund specific items/quantities and optionally refund shipping/fees and restock items.

Steps

1. From Apps → Order Management, select the Store (if prompted) and open the Order.
2. Tap Refund Order.
3. Select the line items and set quantities for a partial (or leave all selected for a full) refund.
4. Enter the Reason. (Optional)
5. (Optional) Toggle Restock item, add to inventory to return refunded items to stock.
6. (Optional) Toggle Shipping Refund to return shipping charges.
7. (Optional) Toggle Fee Refund to refund applicable fees.
8. Tap Refund to complete.

FAQs

1. Can I manage orders from Tickets, Chat, and Contacts on mobile?
   Yes. Open the record and go to Apps → Order Management.

2. Why don’t I see the Cancel Order button?
   If items are shipped or delivered, cancellation isn’t available.

3. Why is Refund Order disabled?
   Refunds are available only for paid orders. If payment isn’t recorded, the refund action is disabled.

4. Can I process partial refunds and restock items?
   Yes. Select item quantities for a partial refund and enable Restock item to return items to inventory.

5. What if my brand uses multiple stores?
   You’ll be prompted to pick the Store before viewing or acting on orders.

Related Articles

• Setup WooCommerce with BoldDesk
• Verifying Customer Email & Guest Checkout in WooCommerce
• Manage WooCommerce within BoldDesk