75
75% Fewer order calls
Skechers eliminated up to 75% of order-related calls with self-service.
ActiveOrder
Put Customers in Control of Every Order
Let customers handle the unexpected on their own terms. From missed pickups to returns or declined payments, Digital Self-Service turns post-purchase moments into reasons to buy again. It improves the customer experience after checkout without adding to customer support queues.
After checkout, customers stay in charge
Plans change after the click, so Digital Self-Service gives customers a branded, mobile-friendly place to track orders, adjust delivery, return or exchange items and settle payments on their schedule. Every option draws on the same real-time order, inventory and payment data your teams use, so what customers see is what you can deliver.
Outcomes
30
30% Pickup sales saved
Retailers recover 30% of lost BOPIS sales by offering Ship It Instead.
7000
7,000 Units saved monthly
Belk moves approximately 7,000 units per month from pickup to direct ship.
50
50%+ Inquiries deflected
Agentic Order Care can deflect over 50% of routine order inquiries.
Digital Self Service
The best service call is the one your customers never need to make.
When plans change, customers sort out delivery, returns, exchanges and payments in a few taps, and every fix draws on the same real-time data your teams rely on.
OPTIONS
Let customers control orders, as well as track them.
Customers update delivery details, switch pickup stores, cancel items or ship a pickup instead. Only the options the order's status allows are offered.
EXCHANGES
Keep the sale when a return starts.
Guided returns steer customers toward exchanges and in-stock recommendations, with return-to-store, printerless QR codes and clear policies that cut abandonment and calls.
FASTER
Make payments and refunds easy for everyone.
Customers keep their orders with a quick payment update and get refunds faster, while you avoid cancellations, refund calls and manual payment work.
Resources and Downloads
Features
Three Ways to Give Customers Control
Control orders, keep the sale on returns, and make payments easy on one unified platform with your order management.
Control the order
Customers manage delivery, pickup and cancellations, even once fulfillment starts.
Customers see order history, tracking and details for every line, including payment, shipping, pickup store and charges, on mobile, tablet or desktop. Proactive email and SMS updates answer "where's my order?" before anyone has to ask.
Customers update shipping addresses and delivery methods, switch pickup stores, name an alternate pickup person and cancel whole orders or single items. Every option is checked against the order's status, inventory and payment, so customers only see the options that will actually work.
When a pickup item isn't available, customers can have it shipped home instead of losing the order, paying any shipping and handling in the same flow. Stores are guided to pick and pack the converted order, and retailers recover 30% of lost BOPIS sales.
Embed self-service flows in your own website and apps, manage themes through a guided interface, and set labels by brand or region. Customers stay in your experience, and you skip a separate front-end build.
Keep the sale
Guided returns that turn more refunds into exchanges and fewer calls.
Personalized recommendations appear during a return, uneven exchanges collect or refund the price difference by link, and extra attributes such as length or inseam make the replacement right the first time. More returns end in a kept sale.
Customers return by mail, at a carrier location with a printerless QR code, or in store with a built-in store locator. They can reprint labels, send a label to another email and choose a return shipping method.
A guided mobile flow handles large orders with item search, explains why an item can't be returned, and lets customers cancel or resume a return. Fewer abandoned returns, and fewer calls about policy.
Two-level return reasons, photos and comments show exactly what went wrong, from fit to damage. Product, policy and service teams can fix the cause, and evidence supports fair decisions on damaged items.
Painless payments
Customers keep orders and get refunds faster; you avoid cancellations and calls.
When a card expires or a payment fails, customers update it in seconds from a secure text or email link and their order carries on, instead of quietly stalling or being cancelled. Retailers keep the sale without a call, with more payment methods and no forced automatic retries.
When a refund can't go back to the original payment, customers choose how to receive it from a link and get their money sooner. It works for returns, order edits and failed refunds, so refunds complete faster and refund calls drop.
When an exchange costs more or less than the original item, customers pay or get the difference back by link in the same flow. No waiting for an agent, and no manual payment work for your teams.
NPS surveys in shipment tracking give customers a voice at the moment that matters, and give you sentiment tied to real orders. Self-service activity flows into Google Analytics, so teams can see where journeys complete or stall.
The Only One Recognized as a Leader in All Four
“Provides great visibility and is great for cost reducing feature such as route optimization and load consolidation.”
Gartner Operations Manager - Media
Progress and Results
At Home helps customers help themselves with Digital Self-Service, alongside store fulfillment and curbside notifications, all running on Manhattan.
Over 260 stores across 40 US states
8,000+ / employees
1 platform for orders, POS and customer engagement
“Provides great visibility and is great for cost reducing feature such as route optimization and load consolidation.”
Ann-Marie Daugherty
Vice President Of Logistics | Giant Eagle
Built for Your Role
One order record. Four ways to win.
Service, digital, omnichannel and engineering leaders each get what they need from the same order record.
See how companies like yours use the TMS
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Giant Eagle is a leading regional supermarket chain.
From planning to execution, see how Manhattan’s solutions drive measurable improvements. The full case study shows what success can look like in action.
Omnichannel
Digital Self-Service FAQs
Digital self-service lets customers manage their own orders after they buy, from tracking and delivery updates to returns, exchanges and payment updates, on the retailer's website or app. It answers common questions without a call and keeps customers in control of their purchase.
Customers can track orders, update shipping addresses and delivery methods, switch pickup stores, cancel items, have a pickup shipped instead, start returns and exchanges, reprint labels, update a failed payment and collect a refund by link.
Most post-purchase apps show order status or handle returns from a separate system. Manhattan Digital Self-Service runs on Manhattan Order Management, so customers keep control of orders that are already in fulfillment, and every option reflects live inventory, payment and fulfillment status.
Depending on the order's status, customers can update the shipping address or delivery method, switch pickup store, name an alternate pickup person, cancel items or have a pickup shipped instead. Only options the order can support are offered, so customers don't hit dead ends.
Customers can fix a failed or expired payment from a text or email link and keep their order, and choose how to receive a refund when it can't go back to the original payment, so they get their money sooner. Retailers avoid cancellations and refund calls.
Customers can ask about an order, update delivery details or start a return in conversation with Manhattan Active Maven, which acts on the live order. Agentic Order Care can deflect over 50% of routine order inquiries.
Not with Manhattan. Digital Self-Service uses Manhattan Order Management's own ordering services, so there's nothing to integrate. It can be embedded in your site and branded with a guided theming tool.
Self-service and Customer Service & Engagement share one order record, so agents see what customers did themselves and pick up where they left off. Leaders can see self-service adoption and its effect on contact volume.
Customer Service & Engagement
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Ready to Learn More?
Book a demo with one of our Digital Self Service experts to learn more about Manhattan solutions for your business.
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