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Processing Orders

Each time a customer order is placed, you will receive a notification via e-mail at the address(es) you specified in the following variables:

• Go to Settings —> Quicksetup
• Send Order Notifications To (1):*
• Send Order Notifications To (2):*

Each day that you have orders, it is recommended that you process them in the following way:

1. Go to Orders —> Orders, from the home page of the admin area
2. Click on the OrderID you wish to process
3. Follow the steps and links in the Quick Order Processing box

Recommended Steps:

1. LockOrder

   If you have chosen to process payments at the time of shipment, all orders are editable by the customer via the customer's My Account manager immediately after placing the order. Each time you begin to process an order, it is recommended that you click the Lock Order link in the Quick Order Processing box, to prevent the customer from editing the order. You can also auto-lock all orders to prevent customers from editing an order once it has been placed. To do this, disable the variable Config_EnableOrderEditing.

2. Collect Payment

   Depending on the Authorization Mode you have set on the QuickSetup page of your store, you may be collecting payment at the time of sale, or you may be collecting payment at shipping

   1. Collecting payment at sale: In the green section on the left side titled Payment Log you will see the payment details for this order. Since you are authorizing + capturing at sale, there is nothing to do now except review that the payment log record shows a successful charge for the correct amount.
   2. Collecting payment at shipping: In the green section on the left side titled Payment Log you will see the payment details for this order. To collect payment you will want to have the drop down menu selected as DEBIT, verify that the amount in the text box is correct, then hit the Receive button.
      
   3. Authorizing payment at sale and capture at shipping: In the green section on the left side titled Payment Log you will see the payment details for this order. Since you have it authorizing payment at sale you should see a payment log record displaying a successful authorization of funds. Now to collect the funds you will need to click the Capture button. So to explain further, authorizing funds at sale only, checks if funds are available. Capturing funds at shipping actually charges the customer's credit card.

   Note: You may capture for less then the authorized amount, however you CANNOT capture for more then the authorized amount. If you capture for less then the authorized amount, you cannot capture the rest. The banks automatically release any un-captured funds back to the customer's credit card.

3. Print Invoice / Packing Slips

   To print an invoice or packing slip, simply click the appropriate link on Step 3 in the Quick Order Processing box. There are four possible invoice versions to print:

   1. Print Invoice - This prints a standard invoice, hiding sensitive payment details
   2. Print Gift Invoice - This only shows up if the customer selected Show gift options during checkout check box at the bottom of the shopping cart page. A gift invoice hides all pricing and payment information. See below screen shot of where Print Gift Invoice appears:
      
   3. Print Packing Slip - This prints an invoice without any pricing information
   
   
4. Ship Items / Add Tracking Numbers

   This step simply means that it's time to physically ship the items. Go ahead and physically pack them up and send them off to your shipping company. Your shipping company will then provide you with tracking numbers for the packages. Once you get the tracking numbers, return to the software and input the tracking numbers into the section of this page titled Shipping / Tracking Numbers. Please contact your preferred shipping company for more details on how to ship packages using their interface such as UPS.com, FedEx.com, etc.

5. Complete Order / Send Emails

   Now that the packages have been shipped, you can mark this order as completed, and send the customer an e-mail notifying them that their order has shipped. Just click the Complete Order / Send E-mails link to mark the order as Shipped which automatically send the customer a confirmation e-mail letting them know that their packages are on their way! The e-mail sent to the customer contains a link to login to their My Account section of your store and track their packages through your website.

Understanding Inventory on Orders:

Navigate to Orders —> Orders in the home page of your admin area

Scroll down to the section titled Items Purchased, which displays all the items purchased through this order You can edit any details of each item listed and then click the Save Changes button below. Usually this is not necessary, the only thing you will do regularly is check the following columns:

• Quantity - This is the quantity that the customer ordered
• Qty On Backorder - This is the quantity that was NOT in-stock at the time the order was placed
• Qty On Hold - This is the quantity that was in-stock at the time the order was placed
• Qty Shipped - This is the quantity that has been shipped

Examples of Inventory on Orders:

Let's say a customer orders 10 of an item, and you have all 10 in-stock, here is what will show in the above mentioned fields:

• Quantity = 10
• Qty On Backorder = 0
• Qty On Hold = 10
• Qty Shipped = 0

Then, to ship this product, you would just enter 10 in the Qty Shipped field.

Let's say a customer orders 10 of an item, and you have only 7 in-stock, here is what will show in the above mentioned fields:

• Quantity = 10
• Qty On Backorder = 3
• Qty On Hold = 7
• Qty Shipped = 0

Then, to ship this product, you will have to wait until you get the extra 3 in stock. Once the products are received and are ready to ship, you will need to change the Qty On Backorder to 0, and the Qty On Hold to 10 before you are able to completely ship this order.

To make these changes mentioned, you will need to add the stock received to the Stock Status field of the product. To do this, click on the View link which is located to the left of the product code in the Items purchased section. This will take you to the product's edit page. Add the no. of quantity received to the Stock Status field and click Save Changes. This will update the stock in order details page and you are now able to ship the products to the customer.

How would i partially ship a product in an order?

For example, a customer purchases 5 units of a product, and the current stock status for this product was 2, and you would like to ship 2 of the product to the customer. Therefore, at the time this order was received, the On hold field in the order detail page will be automatically set to 2 and the Back Order field will be set to 3.

To partially ship this product:

• Type the quantity on hold (2) in the text box located between the On Hold and Shipped fields. This is the quantity to be shipped.
• Type the quantity (0) in the Qty on PackSlip box located to the far right end of the product code for the remaining products that are NOT being shipped out.

The same method can be used if you are partially shipping individual products. For example, say a customer orders five different products and orders a quantity of (1) of each product. However only (2) of those products will be shipped

• Thype the quantity (1) in the text box located between the On Hold and Shipped fields, enter the quantity of 1.
  
• Type the quantity (0) in the Qty on PackSlip box located to the far right end of the product code for the remaining products that are NOT being shipped out.
  

Adding Tracking Numbers to an Order:

To add tracking numbers to an order, go to Orders and then click on the Order ID that you want to add the tracking numbers to. Below the payment information you will see the following section:

The only required fields to add tracking numbers is the Tracking Number and Shipping Method fields. Once you have filled in the fields, click the Add button on the right.

Adjusting Order Totals / Adding Discounts:

• Navigate to Orders —> Orders in the home page of an admin area
• Scroll down to the Discounts section of the page (the light-green area)
• To add a new price adjustment, change the discount name from Special Discount to whatever you like
• You can enter either a negative or positive Discount Value. Note: You can add a discount value to either add or subtract from the total order value.

Changing Order Information / Adding Notes:

To change a customer's Billing Address, Shipping Address, Payment Method, or Shipping Method, simply click the appropriate pencil icon next to each.

You can also add both public and private order notes anytime. Simply use the yellow section on the right side of the page titled Order Comments. The Public notes are viewable to the customer and appear on their invoice, and can be seen when they check the status of their order online. Public notes can also be filled in by the customer when they place their order if you have the config variable Config_EnableOrderComments enabled. Once the order has been placed they can no longer edit the public notes. Private notes are only viewable to administrators.

Adding / Removing Products from an Order:

To add additional products or remove products from an order, go to the Items Purchased section of the order details. To remove a product, simply click on the quantity they ordered and change the amount to 0, then click Save Changes.

Once the quantity has been changed to 0, you can remove the product from the order itself by clicking the check box at the bottom that says "Remove Items that have Qty set to 0" and then click Save Changes.

To add additional items, look below the last product in the order and there will be a blank section with the word "ADD" to the left. This is where you can add additional products. Simply enter in the Product Code and the Quantity the customer needs and then click Save Changes.

How to manually drop-ship an order:

• For example, if an order for 10 nos was placed for an item, and this item was out-of-stock, the Qty On Backorder for this item will be automatically set to 10, and the Qty On Hold will be 0.
• Next, verify the Drop Shipped (abbreviated as Drop Shpd) column has a check box in the box.
• Now, click the Drop Ship button toward the bottom left corner of this page.
• If the drop-ship was successful, you will see the Qty On Backorder change from 10 down to 0.
• You will also see the Drop Shipped column now show 10, and the Qty Shipped column also show 10.

• To verify a product was setup for Drop Shipping:
• Click on the link titled View to the left of the Product code in the Items Purchased section of this page. This will take you to the edit product management page.
• Scroll down to the very bottom to the Vendor Rules. Make sure the Vendor Rules are filled in accordingly.

For more details on setting up Vendor Rules, click the following link: Vendors & Drop-Shipping —> Vendor Management

Recurring Payments

Navigate to Orders -> Recurring Billing from the home page of the admin area.

• By default, you will be taken to the Recurring: DUE tab. This tab page displays all payments that are currently due to be charged. Everyday, or every few days you can visit this page, review the list of payments that are due, and then just click the Process all payments now button to collect all the payments. This will clear the DUE list for today.
• If any payments are declined, they will then show up in the Recurring: Declined tab. The customer is also sent an automatic e-mail notifying them that their card was declined and are provided with a link for them to update their payment information / credit card details.
• All recurring payment records that were declined have the Delay Charge Until field set to a date 3 days in the future. This means that although the payment is still DUE, it is delayed for another 3 days. Therefore, 3 days later the system will move this record back to the DUE tab so that an attempt to charge the credit card again maybe made. During these 3 days the customer may have either updated their credit card details or deposited more funds into their credit card.

Returns / RMAs

If a customer contacts you requesting to return an item, follow these steps:

• Navigate to Orders —> Orders in your admin area
• Click on the order ID to edit it
• Scroll down to the Items Purchased section and locate the item they wish to return
• On the far right side of the item you will see the column titled Qty to Return. Enter the quantity the customer is requesting to return in the colored box, and click Save Changes.

• You will now notice that a new section has appeared above the Items Purchased section called RMAs. This new section lists all RMAs associated with this order and an RMA # is assigned for the set of products being returned.
• You can now enter the Refund Type and if appropriate you may enter what OrderID the returned merchandise was exchanged for. Both of these two fields Refund Type and Exchange for OrderID are only for your notes and are not used by the system.

• Once you receive the merchandise from the customer, you may click on the Inventory —> Receiving from the home page of your admin area.
• From the first drop down menu select RMA#. Then in the text box beside it type in the RMA#, for example 17. Then, click the Prepare button. This will pull up all the details of this RMA.
• You may then enter in the Qty Sellable and the Qty Damaged and then click Save Changes.

• Once all items on this RMA are received, the status of the RMA will be changed automatically from WAITING to RECEIVED.

How do i return the payment OR adjust the order value for an order with the RMA?

The following are the ways to refund the amount and adjust the order value:

• If the payment was collected, this amount has to be credited back to the customer or given a store credit
• If the payment was not collected, then you would deduct the value for the returned items from the Total Order value and collect the payment.
• You can adjust the Total Order Value by editing the Qty field in the Items Purchased section, for the individual product.

If you need to credit back a customer's account, there are two credit options:

• CREDIT - Adjustment: This option is used when you just need to adjust the amount collected. Would be mainly used if you added a discount to the customer's order or if you adjusted either the taxes or shipping charge or if you are removing a product(s) from the order without creating an RMA.
• CREDIT - For RMAs: This option is used if the customer made a full or partial return of the products and an RMA has been created for those products.

Another difference is that CREDIT - Adjustment affects the total amount due field whereas CREDIT - For RMAs does not affect the total amount due. If you give a credit and select the CREDIT - Adjustment option, then the total amount due will reflect how much they still owe for the transaction, that is why this option should only be used if the credit is due to giving a discount to the order or a discount to the tax or shipping or if an RMA is not created. CREDIT - For RMAs does not change the Total Amount Due as the system assumes the customer is returning the product and an RMA has been created for the return, therefore they do not owe you anything.

Batch Order Processing

When viewing your list of orders, you can capture payment or charge multiple orders at once by putting several orders in a batch and then using the batch order processing to collect payment. You can also print the packing slips and invoices for a batch of orders. To put orders in a batch, go to Orders —> Orders to view the list of open orders. To the left of each OrderID put a check mark under the column with the # symbol.

After selecting the orders for a batch, click Save Changes at the bottom of the Orders page to automatically assign a batch number to the selected orders.

Once the orders have a batch number, they will appear in a drop down at the bottom of the orders page under the Batch Order Processing section. In this section, you can collect payment on your batches and also print all the packing slips and invoices for your batches.

To collect payment on a batch, select the batch you want to collect payment on from the drop down under the Batch Order Processing: Collect Payment section, then click on the Collect Payment button. To print the invoices or packing slips, select the batch you want to print the invoices or packing slips from the drop down under the Batch Order Processing: Print section, selecting either the Packing Slips or Invoices option, then click on the Print button.