Order and account actions

From a conversation you can resend WooCommerce emails and help customers with their WordPress account. Every action shows a preview first. Nothing happens until you select Confirm.

You need the Run order actions permission. Owner, Cliedesk Admin and Supervisor have it by default. To see the Customer account card you need View orders.

Refunds, cancellations, order edits, reships, coupons and subscription changes are available with Cliedesk Pro.

Resend an order email

WooCommerce must be active. The conversation must have a customer.

1. In the conversation side panel, open Orders.
2. On the order, select Resend email.
3. Under Email to resend, choose one:
   • Order confirmation: the processing or on-hold email, as WooCommerce sent it.
   • Invoice: the order details with the payment link or the receipt.
   • Shipped (order complete): the completed order email.
   • Download links: the order email with the download links. Only for paid orders with downloadable products.
4. Select Preview. You see which email goes to which address.
5. Select Confirm.

WooCommerce sends exactly one email to the order’s billing address. The order gets a private note that says who resent it, with a link to the conversation. The conversation shows the action in its timeline.

If the email cannot be sent, you see the reason. For example: the email is turned off in WooCommerce → Settings → Emails, or the order has no billing email address.

Customer account

The Customer account card is in the conversation side panel and on the contact page. It shows:

• Claims in the last 12 months: refunds, reships, returns, coupons and chargebacks recorded for this customer. Without Cliedesk Pro these stay at zero unless another tool records them.
• The account actions below. An action that cannot run is shown disabled, with the reason.

Send a password reset

Select Send password reset, check the preview, then select Confirm. WordPress sends its own password reset email to the customer’s account address. The current password keeps working until the customer sets a new one.

• The contact must have a WordPress account. Guests have no password to reset.
• One customer gets at most 3 reset emails per hour. Administrators can change this number with the setting commerce.password_resets_per_hour (for example wp cliedesk settings set commerce password_resets_per_hour 5).

Resend the verification email

WordPress and WooCommerce do not verify account email addresses, so this action is disabled on most sites. A plugin that verifies accounts can add its email to Cliedesk (developers: the cliedesk_account_verification_sender filter).

Change the account email

1. Enter the New account email.
2. Select Change email, check the preview, then select Confirm.

Cliedesk emails a confirmation link to the current address and to the new address. The account email changes only after both links are confirmed. The links work for 48 hours. The new address is also added to the contact.

Personal data export or erasure

Select Request data export or Request data erasure, check the preview, then select Confirm. Cliedesk creates the request in Tools → Privacy with the status Pending, and WordPress emails the customer to confirm it. You then process the request in WordPress as usual.

Order actions in macros and rules

A macro or a rule can run Resend an order email and Add an order note.

• In a macro, select Add action → Order action.
• In a rule, choose Resend an order email or Add an order note as an action.

Choose Which order:

• The order linked to the conversation: the order linked last.
• The customer’s last order.
• The customer’s last unfulfilled order: the newest order that is pending, processing or on hold.

If no order matches, the action stops with a clear reason and no order is changed. A rule resends at most one email per order per day.

The action log

Every order and account action writes:

• an entry in the audit log, with the inputs and the result;
• a private order note (for order actions);
• an event in the conversation timeline (or on the contact), with who did it: an agent, a rule or the customer.

A failed action is also logged, with the reason in plain words.