Hubs can block shoppers / decide who accesses their private shop

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makeitgreat
Tags: #<Tag:0x00007fa958e43e88> #<Tag:0x00007fa958e43d48>

#1

What is the need / problem

  • As a hub manager I run a public shop and require customers to login to buy. But some customers buy and don’t come to pick up. Or even if the shop is public the shop is invisible on the map and we send the link only to the list of members so when people are not members anymore we want to keep the records but remove their access to the shop.
  • As a hub manager I run a private shop. With the way the feature is designed today, all the people listed on my customer list can access my private shop.
    If I want to remove the access to my private shop for a customer, today I have no way to do that: I can’t delete a customer from my customer list. I can’t either setup anywhere that he cannot see my shop.

Who does it impact

All private shop hubs + invisible shops who manage member access on public shop + public shops who have issues with some shoppers.
At the end it’s quite a lot of shops.

What is the current impact of this problem

The hub manager cannot block / remove access to the shop.

What is the benefit in focusing on this

Enable hub manager to remove access to customers who previously had access if they are not members anymore or if they didn’t honor their previous order engagements.

Links to more details

An issue was opened in GH, we thought it was a bug but was just that the feature was not super well designed. So we propose to evaluate the feature candidates to answer that need and choose one before we implement the private shop v2 feature that allow removing access for customers.

Potential solutions that will solve this problem

1 - Add the possibility to “block” a customer (status “blocked” for a given shop on a customer account). That would either:
1.1 Remove access to the shop so users can’t see the shopfront and get the message “You can’t access that shop, either because it requires membership, or because the shop manager has denied access. For any question you can ask [hub mail]”
1.2 Shop the shop but prevent shopping when try click on “checkout” instead of having the link to choose between login and checkout as guest, we could display. "Your status with that shop doesn’t allow you to checkout. Please contact [hub mail] for further information
2- Soft delete a customer from customer list. Should not affect previous records with that customers (orders basically), just remove the customer from view in the customer page, so the customer will not be able to buy again. The problem is the shop loose track of the activity with the customer, doesn’t sound ideal… That doesn’t solve the problem of blocking access to a customer on a public shop (invisible or not)
3 - Add a column in customer page called “shop access” and a check box that enable to give/remove access. The access to the shop should be conditionned to this checkbox. Advantage is that the hub manager doesn’t loose the history of the relationship with the user, and can manage users who become active, inactive and then active again (like a buying group member who stop being a member for one year and join again). Messages display could be same as option 1 (3.1 and 3.2 then).

We would need some dev input on how complex 1/3 are. I think 2 doesn’t solve the issue… even if it will be needed at some point.

T-shirt size of the selected feature candidate

Feature candidate to be chosen first

Metrics to measure if need is well satisfied after feature has been implemented

  • every hub can block access to a specific customer account (registered customer) to their shop. (Y/N)

#2

It seems that the “delete customer” button is shown even if it will raise an error, right?

Today a user raised this issue and probably we should at least avoid showing the button if the action is not possible.

Could this be a small step improving the UX on that page? It sounds like a “low hanging fruit”, but we need to check.


#3

Hum… we could but I would rather vote for investigating that time on working on the solution to make that possible. We might want to increase the priority of that somehow this year… if that’s possible. At least by May we have some obligation regarding data regulation (not really covered here but connected). Even in UX I think it’s better to have a button that is diaplsying an error message than no button, it shows at least our will to make that happen :face_with_raised_eyebrow:


#5

As a comment, another option rather than deleting a customer could be to “block her” or “deactivate her”. So when the user login, the access has been removed even if it is still in customer list. That could work btx also for non private shop and seems like maybe a solution with more value and maybe less effort.


#6

@tschumilas @lin_d_hop @Kirsten @sauloperez (you should invite Guida here so we can ping her !!!) did you have any similar requests ? We had it from 2 hubs already. I changed a bit the phrasing and description of potential solutions as it doesn’t concern only private shop and the solution could enable to block customers on both private and public shops and would add more value…


#7

This has been an issue for 2 hubs who have tried out OFN here in the past few months. Neither hub became a user and the hubs both said - "I want more control over my customer list’ as the reason why. So this issue is part of that. I think we need to do something. Hub managers need to be able to ‘control’ access to their shops - even if this wasn’t a legal issue, its solid customer relations. I don’t know the relative costs of the above options - but I like Add a column in customer page called “shop access” and a check box that enable to give/remove access . The access to the shop should be conditionned to this checkbox. Advantage is that the hub manager doesn’t loose the history of the relationship with the user, and can manage users who become active, inactive and then active again (like a buying group member who stop being a member for one year and join again). Messages display could be same as option 1 (3.1 and 3.2 then).

If we could do this, it is another step toward helping hubs to maintain more robust contact lists.
That said, I’m OK with other options too - I just think this is the best option. Open to other ideas.


#8

If you think it is priority @tschumilas you can vote on it, the more vote the quicker we will move forward on inception and implementation :wink: Thanks for your feedback !


#9

My understanding of the customer list is that it is designed to enable access to private shopfronts.

The fact that you cannot delete a customer is more of a bug in my mind. I would be in favour of opening an issue for the ‘cannot delete a customer’ issue such that the private shopfront issue actually works.

I’m not sure I’m a big fan of the complexity of having a customer list with a ‘shop access’ checkbox. There are many ways to see past shoppers in OFN that meet the needs of users to understand their current and past shoppers.

I can imagine the support queries coming in from the added complexity, particularly if we find ourselves with a bug in the ‘shop access’ read blocking customers from shops. Let’s aim for less complexity rather than more :slight_smile:


#10

not heard it - @sstead more likely than me to know for aus