The order queue shows all orders which the customer has submitted, but failed to enter the Escalate system. If the connection to Escalate goes down all orders go into the queue.

On the payment page, if the customer submits the order and the order enters Escalate, everything is perfect. In the case of a failure, the order enters the queue. Typical failures are caused by invalid city, state, zip combinations or failure of online cc authorization. The customer is aware of the issue and has the ability to edit any of their information and retry the order.

If a customer calls with an issue, customer service brings up the order queue and is able to see why the customer's order is failing, change billing or shipping information, edit items and quantities and retry submitting the order to Escalate, all from a single page.

Additionally, customer service can identify the orders where the customer has submitted, but abandoned the order due to its failure. Customer service is able to contact these customers to try and complete the sale if necessary, or delete the order from the queue.

Lastly, this is live data. Customer Service can have the queue up at all times and see orders hitting the queue as the customers submit them. If they see a customer who has tried submitting an order several times but keeps failing, customer service has the ability to call the customer right then and there and help them through the problem or customer service can fix the problem themselves and submit the order for the customer while the customer is on the phone. The system is simply brilliant.



When a connection failure to Escalate occurs, from the customers’ perspective the order appears to be successful and they receive their order number and receipt page. However in reality, the order enters the queue. Once the connection to Escalate has been restored, the queue will start passing the orders into Escalate automatically.

In the special cases where Escalate was down and an order was submitted but now fails to enter Escalate, customer service is able to identify those orders and make any adjustments necessary, then resubmit the order.