{"id":3572,"date":"2010-07-20T21:59:05","date_gmt":"2010-07-20T20:59:05","guid":{"rendered":"http:\/\/www.ziserman.com\/blog\/?p=3572"},"modified":"2010-07-20T21:59:05","modified_gmt":"2010-07-20T20:59:05","slug":"modifier-la-commande-apres-sa-validation","status":"publish","type":"post","link":"https:\/\/www.ziserman.com\/blog\/2010\/07\/20\/modifier-la-commande-apres-sa-validation\/","title":{"rendered":"Modifier la commande&#8230; Apr\u00e8s sa validation ?"},"content":{"rendered":"<p>Vos clients passent commande sur le site.<\/p>\n<p>Tout va bien&#8230; Sauf que les clients sont joueurs ;).<\/p>\n<p>Un premier voudra modifier son adresse de livraison, apr\u00e8s avoir pass\u00e9 la commande.<\/p>\n<p>Un deuxi\u00e8me voudrait bien supprimer l&rsquo;un des produits command\u00e9.<\/p>\n<p>Un troisi\u00e8me souhaitera ajouter un produit compl\u00e9mentaire&#8230;<\/p>\n<p>Ces inocentes demandes doivent trouver des r\u00e9ponses (ou pas), et cela va impacter le site, mais \u00e9galement le syst\u00e8me d&rsquo;information sous jacent.<\/p>\n<p>Commen\u00e7ons par le site.<\/p>\n<p>Comment le client va-t-il pouvoir modifier sa commande ?<\/p>\n<p>La solution la plus simple est de lui proposer un moyen de contacter le service client, mail ou t\u00e9l\u00e9phone, et de laisser ce service r\u00e9gler, avec le client, la modification de la commande. Dans ce cas, la modification doit pouvoir au moins \u00eatre faite dans le back office.<\/p>\n<p>L&rsquo;autre solution, c&rsquo;est de proposer la modification de commande en ligne. C&rsquo;est ce que fait Amazon :<\/p>\n<p><a href=\"http:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon1.png\"><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-3573\" title=\"amazon - page pour modifier ses commandes\" src=\"http:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon1.png\" alt=\"\" width=\"500\" height=\"368\" srcset=\"https:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon1.png 500w, https:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon1-300x220.png 300w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<p>Au passage, je vous laisse appr\u00e9cier mes derniers achats \ud83d\ude09<\/p>\n<p>Bon, revenons \u00e0 notre sujet.<\/p>\n<p>Cet \u00e9cran est int\u00e9ressant. En fonction de l&rsquo;\u00e9tat de traitement de la commande, les options propos\u00e9es sont diff\u00e9rentes.<\/p>\n<p>Si la commande est en cours de pr\u00e9paration, on ne peut plus rien modifier :<\/p>\n<p><a href=\"http:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon3.png\"><img decoding=\"async\" class=\"alignnone size-full wp-image-3575\" title=\"amazon - Commande non modifiable, parce qu'elle est en cours de pr\u00e9paration\" src=\"http:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon3.png\" alt=\"\" width=\"431\" height=\"231\" srcset=\"https:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon3.png 431w, https:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon3-300x160.png 300w\" sizes=\"(max-width: 431px) 100vw, 431px\" \/><\/a><\/p>\n<p>Sinon, on dispose de tout un tas d&rsquo;options :<\/p>\n<p><a href=\"http:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon2.png\"><img decoding=\"async\" class=\"alignnone size-full wp-image-3574\" title=\"amazon2\" src=\"http:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon2.png\" alt=\"\" width=\"437\" height=\"272\" srcset=\"https:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon2.png 437w, https:\/\/www.ziserman.com\/blog\/wp-content\/uploads\/2010\/07\/amazon2-300x186.png 300w\" sizes=\"(max-width: 437px) 100vw, 437px\" \/><\/a><\/p>\n<p>Amazon propose donc de :<\/p>\n<ul>\n<li>Changer le mode de paiement<\/li>\n<li>Supprimer des articles<\/li>\n<li>Changer le mode de livraison ou l&rsquo;adresse de livraison<\/li>\n<\/ul>\n<p>L&rsquo;id\u00e9e propos\u00e9e par Amazon est finalement assez simple :<\/p>\n<p>Soit la commande n&rsquo;est pas descendue dans le syst\u00e8me logistique, et elle peut \u00eatre modifi\u00e9e, soit elle est dans le syst\u00e8me logistique, et dans ce cas, elle ne peut plus \u00eatre modifi\u00e9e.<\/p>\n<p>Quelques mots sur cette interface web de modification de commande :<\/p>\n<p>Cette fonction n&rsquo;est pas tr\u00e8s simple \u00e0 mettre en oeuvre, mon conseil est de ne pas se pr\u00e9cipiter dessus&#8230; Surtout pour un site ayant de faible volumes. Le contact, mail ou t\u00e9l\u00e9phone est une solution qui a fait ses preuves ;).<\/p>\n<p>Cette fonction en ligne prend tout son sens pour les gros sites, puisque c&rsquo;est un moyen d&rsquo;apporter un service de meilleur qualit\u00e9, sans faire exploser la taille de l&rsquo;\u00e9quipe relation client.<\/p>\n<p>Autre point int\u00e9ressant :<\/p>\n<p>Quand fait on descendre la commande dans le syst\u00e8me logistique ?<\/p>\n<p>Ce qui est certain, c&rsquo;est que, si on n&rsquo;a pas tous les produits en stock, cela ne sert \u00e0 rien de descendre la commande.<\/p>\n<p>Maintenant, dans le cas ou on dispose de tous les produits, quelle est la meilleure option ? Descendre la commande le plus t\u00f4t possible ou temporiser un peu, de mani\u00e8re \u00e0 laisser au client le temps d&rsquo;\u00e9ventuellement modifier sa commande ?<\/p>\n<p>A voir, au cas par cas, en fonction de vos produits, de votre syst\u00e8me logistique.<\/p>\n<p>On est en effet dans le domaine du compromis : vaut il mieux laisser au client le temps de changer d&rsquo;avis, ou vaut il mieux envoyer la commande le plus rapidement possible ?<\/p>\n<p>Je pense que, dans bien des cas, la priorit\u00e9 doit \u00eatre \u00e0 la vitesse de livraison.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Vos clients passent commande sur le site. Tout va bien&#8230; Sauf que les clients sont joueurs ;). Un premier voudra modifier son adresse de livraison, apr\u00e8s avoir pass\u00e9 la commande. Un deuxi\u00e8me voudrait bien supprimer l&rsquo;un des produits command\u00e9. Un troisi\u00e8me souhaitera ajouter un produit compl\u00e9mentaire&#8230; Ces inocentes demandes doivent trouver des r\u00e9ponses (ou pas), [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[2],"tags":[379,371,373,381,189],"class_list":["post-3572","post","type-post","status-publish","format-standard","hentry","category-e-commerce","tag-araok","tag-e-commerce","tag-e-marketing","tag-logistique","tag-systeme-dinformation-e-commerce"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Modifier la commande... 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