orders
create an order
view the details of an order
changing the order
edit order details
attaching a message to the order
The “orders” page in the “orders” menu allows you to see all the information about all the purchases from your store. all your store transactions are available there, organized by date (by default, it’s set to sort from newest to oldest).
You can filter the results and easily find the orders you are looking for using the fields above. for example, to identify mr. doe orders, type “doe” in the “customer” field, then click “search”.
You can export a list of your orders by clicking the “export” button at the top. cannot import orders.
create an order
one of the features of your catalog is the ability to create an order directly from the back office. For example, this is extremely useful when a customer wants to buy a product but can’t get it, and you need to hold their hand and place the order while on the phone or during an email conversation with the customer.
clicking “add new order” opens a new page with a single text field, called “find a customer”. When creating a new order through the back office, your first task is to associate that order with a customer. type the first letters of the customer’s first name, last name, or email address, and your catalog will display matching accounts.
click the “choose” button for the correct customer and the completed order form will appear. its main section, “cart”, is where you will make all the necessary product decisions for this order. You can also choose to use a previous customer order or a previously abandoned cart.
The page also allows you to view that customer’s previous carts and orders, if applicable. If it turns out that you’re dealing with a cart that a customer can’t validate in some way, you can use that cart for this order by clicking the “use” action button.
The “find a product” field allows you to dynamically find products to add: type the first letters of their name and your catalog will populate a drop-down list with matching products. choose a product, select a quantity and click the “add to cart” button. of course, you can choose from the many combinations of a product, if any, in the “combination” dropdown that appears in that case.
Note that your catalog gives you an indication of the remaining stock for a certain product, which allows you to tell the customer that you do not have stock of said product directly from the order form.
If needed, you can also give that order a voucher/cart rule, and even create one on the fly by clicking the “add new voucher” button.
Finally, you need to specify which address the order should be shipped to (and possibly billed to). here again, you can create new addresses on the fly using the “add a new address” button.
view the details of an order
In order to process the orders you receive, you need to see the information they contain. From the order page, click the line containing the order, or click the button to the right of the order.
the order detail sheet occupies a full page.
At the top of the page is a brief summary of the order: date it was validated, total amount of money, number of customer service discussions about it, and number of products in the order.
the order detail sheet gives you access to:
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- on the left, order information:
- order status and status history.
- shipping information: total weight of the order and carrier chosen by the client.
- on the right, customer information:
- name and purchase history.
- private note, if applicable.
- shipping addresses and billing (with an approximate location map using google maps).
changing the order
orders are not final. There are many reasons why you would need to change an order before your products are picked, packed, and shipped to their new owner: one of the products is out of stock, the customer changed their mind, etc.
add a product
at the bottom of the “products” list, you can find the “add a product” button, which adds a field to the order.
when adding a product, the products table gets a new row added with a bunch of fields. the first text field is actually a small search engine: type the first few letters of a product to see a list of corresponding products. select the one you want to add and the row’s grayed out field becomes available. if the product has combinations, you can select it from a drop-down list below the name: the unit price is updated accordingly. set the quantity and then click the “add” button: the product is added.
it is not possible to add more quantity of product than there is product available.
removal of products
To cancel a product, go to the product list and remove the product by clicking the “remove” action, or click the “edit” action if all you need to do is remove a certain amount of a product.
You can edit the quantity of many products at the same time. if the quantity of a product reaches 0, it is completely removed from the order. no more than the amount of product can be withdrawn. click the “cancel” button to cancel your edit.
order details editing
Many sections of the order form are editable, allowing you to update or correct some of the data provided by the customer.
order status
The first dropdown on the order page allows you to change your order status. is a very important part of the entire order tracking process, as with each status change, new features and documentation will become available for the order.
You can choose between the following states:
- waiting for payment by bank transfer.
- waiting for cash on delivery.
- waiting for payment by check.
- waiting for payment by paypal.
- cancelled.
- delivered.
- on back order (unpaid).
- on back order (paid).
- payment accepted.
- payment error.
- processing in progress.
- refunded.
- remote payment accepted.
- sent .
For a better view of order activity, each status change is logged and the log appears just above the status change dropdown. so you should only change a status if it has been clearly confirmed: don’t mark an order as “delivered” when you’ve shipped the package, use “shipped”; don’t use “processing in progress” when you’ve really just had a quick look at the order, etc.
Since version 1.6.1.0, you can forward the email for a given order status to the customer. To send this email again, click “resend email” next to the order status. if you have edited the order at any point, it will send you an updated email.
action buttons
The action buttons change depending on the status of the order. for example, once the order is in the “delivered” state, the “cancel products” button is replaced by two new buttons: “return products” and “partial refund”.
- standard refund. available once the order reaches the “payment accepted” status. not available once products have been shipped. to be used when you need to refund the entire order, and can be done as long as the products are still in your warehouse. click the “standard refund” button and a new column will appear. appear in the list of products, titled “refund”. set the amount and quantity for each of the affected products, choose one of the options at the bottom of the list (see below) and click the “refund products” button at the bottom of the table.
- partial refund. available once the order reaches the “payment accepted” status. to use when you need to refund only part of the order and not the entire order, either because the customer returned the ordered product or simply as a sign of goodwill for a damaged product. product that the customer chose to keep anyway. click the “partial refund” button and a new column will appear in the product list, titled “partial refund”. set the amount and quantity for each of the affected products, choose one of the options at the bottom of the list (see below) and click the “partial refund” button at the bottom of the table.
- returned products. available once the order reaches the “shipped” status. your catalog must be set up to accept merchandise returns, which is located in customer service > merchandise returns page, with the option “enable returns”. to be used only when the customer has actually returned the products: once the returned product has been received, you can mark it as returned directly on the order form.
click the “return products” button and a new column will appear in the list of products, titled “return”. check the box for the affected products, indicate the number of items that were returned, and click “return products” at the bottom of the table.
When setting a product for return or refund, there are four options available below the product list:
- replenish products. by marking it, your catalog will consider that the returned product is again available for sale, and therefore the stock of this product will increase. you should not click here when returning a product because it is broken…
- generate a credit check. when checked, a credit slip will be created for the selected items. A credit voucher is an acknowledgment from your store that the merchandise has been returned and a refund has been issued. the customer can use it as proof of credit for his next purchase.
- generate a coupon. when checked, a receipt will be created for the amount of the selected items. A coupon takes the form of a discount code that the customer can enter during the checkout process. you can edit the customer’s existing coupons by viewing the customer page: from the current order page, click on the customer’s name in the “customer” section; once on the customer page, access the “vouchers” section. you can edit each coupon by clicking the “edit” icon.
- refund shipping costs. You can also choose to refund the shipping cost of the returned product, which is always an appreciated gesture.
If the customer paid for the order by credit card, the checkout system should automatically refund the cart. if the order was paid by check or bank transfer, you need to issue the refund yourself and then manually mark the order as refunded in the back office (on the order page).
difference between credit voucher, voucher and cart rule
A credit check is first and foremost written proof that a product has been returned. most of the time, the customer can use it as a voucher. A coupon is a discount code that doesn’t have to be tied to a merchandise return or refund, and can take more forms than just a simple credit check:
- a discount on an order (percentage).
- a discount on an order (quantity).
- free shipping.
You can apply a coupon to all customers, a group of customers, or a single customer; you can set its expiration date.
a cart rule is basically an advanced version of a coupon:
- name the discount.
- allow the customer to use only part of the discount.
- prioritize cart rules.
- set compatibility between cart rules.
- make the discount only work with some carriers.
- make the discount only work with a selection of products and/or categories and/ or brands and/or suppliers and/or attributes… or all of these at the same time if necessary!
- make the discount applicable for free shipping and/or a discount on an order and /or a gift… or all of these at the same time if necessary!
documents
You can get many pdf documents from the order page. when available, they are listed in the “documents” section of the page.
By default, you can download the order itself as a pdf by clicking the “print order” button on the left.
You can obtain an invoice for the order by clicking the “generate invoice” button in the “documents” section. the invoice is also generated once you put the order in the “payment accepted” status. once it is generated, the “view invoice” button below is activated in the top bar.
When you put the order in the “processing in progress” status, a pdf of the delivery note is generated, which you can then download from the “documents” section.
shipping
The shipping details of the current order can be partially edited. more specifically, you can change the tracking number and carrier. in the “shipping” section, click on the “edit” icon: you will be able to change the shipping details according to your needs. the carrier can be changed as long as the order has not yet been shipped.
shipping address
The “shipping address” section allows you to edit the destination address of the package your team is about to send. You can use the dropdown list to choose another address that customers have already registered with your store, or you can use the “edit” icon to edit the currently chosen address.
If you need to send the package to an address that is not already registered in your catalog, you must first create it. To do this, go to the “customers” menu, open the “addresses” page and click the “add new address” button. Don’t forget to put in the correct customer email, as this is how your catalog will know to associate that new address with your existing customer! Once done, go back to the order page and change the address using the dropdown list.
Note that a small map allows you to visualize the destination of the package on google maps.
billing address
The “billing address” section allows you to edit the payment address of the order. Just like for the shipping address, you can choose the dropdown menu to choose another address that customers have already registered with your store, or you can use the “edit” icon to edit the currently chosen address.
If you need the payment to be linked to an address that is not already registered in your catalog, you must first create it. To do this, go to the “customers” menu, open the “addresses” page and click the “add new” button. Don’t forget to put in the correct customer email, as this is how your catalog will know to associate that new address with your existing customer! Once done, go back to the order page and change the address using the dropdown menu.
discount
In the “products” section, at the bottom of the product list, you have the “add a new discount” button. this creates a simple discount, not as advanced as the cart/coupon rules system, but still useful.
clicking will open a new form, with the following elements:
- name. Give the discount a short name. this will be public to the client.
- type. choose the type of discount: “percentage”, “quantity” or “free shipping”.
- value. for “percentage” or “amount” types, set the value of the discount.
- invoice. select to which invoice of this order this discount should be applied. when there is more than one invoice, you can check the box to apply the discount to all invoices.
the discount will be applied to the total before shipping costs.
attaching a message to the request
In the “new message” section on the right of the page, you can attach a comment about the order for your team.
You can also send this comment to the customer, to give them information about the order, a delay, a surprise, or to keep them informed about offers and specials. this is a key point in the relationship with the client.
choose a standard message. In case you are sending a message to the customer, you can select a pre-written message. Prewritten messages can be saved and used multiple times, saving you the hassle of typing them over and over again. if you want to send one of these messages, select it from the dropdown list. you can then add more details to the prewritten message if needed.
you can create more prewritten messages using the tool on the “order messages” page, in the “customer service” menu.
show to client? this will determine if the message is only visible to your team or sent to the client.
message. in case you are using a prewritten message, it will be displayed in the box. otherwise you can just write your message there.
the message will be stored in the customer’s profile in your customer service database, which you can access by going to the customer page or the customer service page. the message will also be sent to the customer’s email address if desired.
send message. click this button to send your message to the customer or save it for your team.
show all messages. this link will take you to the “customer service” page. this is explained in detail in the “customer service management” chapter of this guide.
- on the left, order information: