CUSTOMER SERVICE × PlentyONE
PlentyONE in customer service: the right order for every question.
A question about the last delivery or an older purchase? PlentyONE Connect brings orders, payment and shipping into Customer Service powered by GREYHOUND. Select the right order and answer the inquiry with the matching data.
- View current and older orders next to the inquiry
- Check items, payment status and tracking information
- Continue working in the PlentyONE back end via linked numbers
For service teams that support customers long after the purchase.
PLACE CURRENT AND OLDER ORDERS IN CONTEXT
Your customer does not always mean the latest order.
A regular customer asks about an earlier delivery. PlentyONE Connect first shows you the most recent order of the assigned customer. Use the selection menu to switch to older orders and check which purchase the inquiry refers to.
To match the inquiry, the connection uses several attributes, such as the email address or the eBay name. If the customer exists in PlentyONE, the related order information appears directly in Customer Service powered by GREYHOUND. For a phone inquiry, you search for customer data manually.
<strong>First select the right order, then reply with the matching information.</strong>
CHECK ORDER STATUS, ITEMS AND SHIPPING
What is in the order, and how far along is it?
The sidebar brings the order data from PlentyONE to the customer inquiry. You see order and payment status, items, billing address and shipping information. The payment method and any order comments also help you put the case into context.
That way, your team has the information where it is needed: <strong>Right next to the customer inquiry.</strong>
FROM THE FIRST OVERVIEW TO THE DETAIL VIEW
The preview shows the essentials. PlentyONE provides the details.
Even in the field view of an email, you can tell whether PlentyONE data exists for the customer email. You decide which customer, item or shipping information the preview line contains. That way, you tailor the first overview to the questions your team answers most often.
Linked order, invoice and customer numbers take you to the corresponding record in the PlentyONE back end. You can also open the detail view from the item list. If an order needs to be changed or canceled, you check and edit it there.
ANSWER RECURRING QUESTIONS PRECISELY
One shared text template. The data from the specific order.
Delivery updates and questions about payment status are similar. Create shared text templates for them in Customer Service powered by GREYHOUND and add the available real-time data from PlentyONE. Your team can access the same reply templates and use them for each inquiry.
If orders from a marketplace are missing, check the permissions of the API user in PlentyONE. Order referrers and the required clients must be enabled. According to the guide, these rights are not added automatically for newly connected marketplaces.
EVERYDAY ORDER SITUATIONS
Four follow-up questions where order data helps.
Data protection & hosting
Set up access to customer data with care.
With PlentyONE Connect, your service team uses customer and order information in the context of customer communication. To do so, prepare an API user with the required rights. Customer Service powered by GREYHOUND provides the following foundations for handling this data.
Hosting in Germany
GDPR-compliant use
Role and permission concept
Optional self-hosted operation
PREPARE THE API USER AND ACCESS RIGHTS
Connect PlentyONE: prepare access, test the connection.
In PlentyONE, create a role with the read permissions listed in the guide and a dedicated user with the setting “API user only”. Once PlentyONE Connect is provisioned, set up the connection in the Addon Manager. Enter the REST API URL, user and password, select the back-end version you use and add the details for direct links. Check the setup with “Test connection”.
FAQ
Frequently asked questions about the PlentyONE connection
The connection matches the inquiry based on several attributes, such as the email address or the eBay name. If the customer exists in PlentyONE, their most recent order is shown first, with the available order information. If there are several purchases, check which order the inquiry refers to.
Yes. Use the selection menu to switch from the most recent order to an older one. That way, you can also answer questions about earlier purchases based on the relevant order. For phone inquiries, a manual search for customer data is available.
PlentyONE Connect shows order and payment status, items, billing address and shipping information. It also shows available process data such as the tracking number and payment method, as well as order comments. The display requires that the API user is allowed to access the data in question.
Check the role of the API user in PlentyONE. Under the access rights, the relevant order referrers and, if applicable, the related clients must be enabled. According to the guide, this does not happen automatically for newly connected marketplaces. An existing marketplace connection alone therefore does not guarantee these rights.
Yes. You can create shared text templates in Customer Service for similar customer inquiries. The connection supports adding available real-time data from PlentyONE to them. Select the right order and check the content before you send the reply.
Linked order, invoice and customer numbers take you to the corresponding record in the PlentyONE back end. Item details can also be reached from the item list. During setup, you select the back-end version you use; the optional Plenty ID is used to link order and customer numbers. According to the guide, the older back-end version also requires the back-end URL. You make changes or cancellations in PlentyONE.
- Core license for Customer Service powered by GREYHOUND
- plentymarkets API
- PlentyONE Connect
First, prepare the role and a user with the setting “API user only” in PlentyONE. Then open “Extensions > Addon Manager” in Customer Service, add a connection and select PlentyONE. Enter the REST API URL, user and password, select the back-end version and add the details for direct links. Check the credentials with “Test connection”. All required rights, fields and notes on self-hosted operation are in the guide: https://docs.greyhound-software.com/tools/addons/plentymarkets-connect.
You can find the current terms for Customer Service powered by GREYHOUND at https://jtlelementorstaging.kinsta.cloud/de/customer-service/preise.
You decide which customer, item or shipping information from PlentyONE already appears in the field view of the email. The optional settings in the Addon Manager also let you define whether and which order data is written to custom fields. Tailor the selection to the information your team needs every day.
No. For this connection, PlentyONE remains your system for order data. Customer Service powered by GREYHOUND connects customer communication with this information via PlentyONE Connect. You do not need JTL’s ERP in addition.
