Order Management

The Order Management screens are robust and easy to use. Everything you will need to do regarding a customer or order is addressed.

  • View the Recent Order List – From the Orders/Customers tab, select the Order List tab. All of your orders will appear on this list in descending order by date and time.
  • Search for Orders
    • Select the Orders/Customers tab to  Find Users/Customers/Orders
    • Search by customer name, order number or PO number. (Note: If the customer has separate billing and shipping addresses, the order will appear twice and is designated by b or s).
    • Select the link in the Order(s) column. Then select View Order.
  • Manage Orders
    • Update credit card information
      • If the customer puts in the wrong credit card number, an order confirmation will still generate so you do not lose the sale. Contact the customer for the correct information.
      • Go to Credit cards on file for this customer. Click on the last 4 digits of the card number.
      • Enter the correct credit card information and press Submit.
      • Go back to the Credit cards on file for this customer box, enter the amount and select Process Card.
      • Go to the Order Payment Information box and select Click here to mark this order as being paid for.
    • Charge the original credit card for Rush shipping or after-the-fact shipping quotes.
      • Go to Credit cards on file for this customer.
      • Enter the amount and description and select Process Card
    • Refund Orders – full or partial
      • Go to Credit cards on file for this customer.
      • Enter the amount and description. Select the Refund Trans ID check box and fill in the transaction ID. The transaction ID is found in the Credit Card Payments box above. Select Process Card.
    • Cancel Orders
      • If an order has not been shipped and only one transaction has been made, a pink Cancel This Order box will appear.
      • Cancelling the order refunds the credit card and notifies the vendor to cancel the PO if you are drop shipping. Note that the customer does not receive an email.
    • Send email correspondence to customer
      • Go to the Send an update of this order to the customer box
      • Enter the body of your message in html. This is a form letter and has a greeting and a closing.
      • A copy of the email will be stored in the list called Relevant Emails along with the customer’s order confirmation and shipping notice.
    • Re-send Order Confirmation
      • Go to the Relevant Emails box and click on the link under Subject.
      • At the bottom of the page, you can re-send the Order confirmation email to the original email address or enter a new email address to send it to.
    • Re-send Purchase Orders
      • If you are drop shipping, a copy of the vendor’s purchase order email will be saved with the order. To see or re-send this email, go to the POs for this order box and click on the PO number. Scroll down to the Relevant Emails box and click on the link.
    • Enter shipping/tracking information
      • In the POs for this order box, click on the PO number.
      • Under Ship Now, verify the quantity shipped and check the box for each row.
      • Fill in the form and select Submit.
      • A shipping notification is automatically sent to the customer and if drop-shipping, the vendor account will show the amount of the PO due to the vendor on the next pay period.
      • If the date is more than a week old, no shipping notice will generate.
    • Close the PO for a cancelled order – If you refund an order manually instead of using the Cancel button, you must close the PO manually so it no longer shows up on a vendor’s list of open POs.
      • Open the PO as above.
      • Select the check box for all rows in the product area.
      • Choose Other from the drop down list of shippers
      • Enter Cancelled as the tracking number
      • Enter 1/1/1900 for the shipping date
    • Transfer POs to another vendor. – You can transfer an open PO to another vendor if the primary vendor is out of stock.
      • From the PO detail page, in the Audit PO section, there is a box that says ‘Transfer this PO to another vendor’.
      • Select the new vendor from the dropdown box.
      • Send cancellation – select the correct radio button
      • Click ‘Transfer’
    • Attach files to orders – Attach any kind of file type from drawings to photos to brochures – COMING SOON.
      • Under Files for this Order, select Attach File.
      • Browse to the file, name the file and select Attach.
  • Modify Orders – product and quantity information cannot be changed after an order is placed. Either cancel the original order entirely and make a new one or make a separate order for additional items.
    • Change the billing address
      • Go to Order Contacts
      • Next to Contact Type BILL, select edit contact. If the BILL and SHIP addresses were the same to start with, this will change both addresses.
    • Change the shipping address
      • If the BILL and SHIP addresses were different to start with, Next to Contact Type SHIP, select edit contact.
      • If the BILL and SHIP addresses were the same to start with, go to the bottom of the Order Contacts box and ‘Click here to add a different billing address’.

  • Taking orders by phone
    • Log in to capture which CSR took the order
    • Take the order exactly as you would if you were purchasing online.  Browse to the item and fill out the form based on information provided by the customer.
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  • Change the price while taking an order – give a customer a discount when taking an order
    • Log in to the shopping cart. You must be an admin to change the price on the fly.
    • Select the product you want to order.
    • Add the product to the shopping cart.
    • The price column will be user-highlighted in yellow. Change the price and select Update.

    –>

  • Customer History
    • Go to Orders/Customers tab and search by customer name.
    • Under Profile, select View
    • Under Address, select Display Orders

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