Next-generation platform

Finding orders

Edit online

You can search for an order by using either order number or customer details.

About this task

You can directly search for an order number or use the advanced search option to search for an order by using customer details such as phone number, name, email address, ZIP code, or payment type.
Note: You can also search for orders globally from any page by clicking the search icon on the status bar. You must select the search type as Order, enter the relevant search strings, and click search. You can also click Advanced search to search for orders by using additional search criteria.

Procedure

  1. Log in to Sterling Store Engagement.
  2. To search for orders, use either of the following methods:
    • From the application menu, select Customer service to search by using the Find order portlet.
    • Click the search icon on the status bar and select the search type as Order to search for orders globally from any page.
  3. Use any of the following methods to specify the search criteria:
    • To search by using the order number, scan or enter the order number.
    • To search for an order by using the customer details, click Advanced search.
      • To view a specific order, enter any or all of the customer details such as the phone number, first or last name, email address, or ZIP code of the customer.

        You can also select the payment type used for placing the order, namely check or credit card. Depending on the payment method selected, you must enter the check account number or the last four digits of the credit card.

      • To view all the orders, leave all the fields under Advanced search blank.
    Note: The search is case sensitive.
  4. Click Search.
    If the search results in a single confirmed order, the Order summary screen is displayed.

    If the search results in multiple orders, the order search results page displays the orders that match your search criteria. Details such as the order status, order date, order total, and the number of products that are included in the order are displayed.

  5. If there are multiple search results, you can filter the orders based on order date, status, and order channel. You can also narrow down the scope of your search by selecting Search within the store.
    Click View to open the Order summary page.
  6. You can perform the following actions in the Order summary page for an order:
    • Click Receipt to email the receipt to the customer or to print the receipt.
    • Click Payment method to view the mode of payment used for the order.
    • Click Order total to view the breakup of the order amount.
Tracking orders
  1. You can track an order or the products in individual order lines from the moment an order is placed till it is shipped or picked and update the customer with the real-time information.
    • To track the order, click Track order. The Track order window opens displaying the shipment details of all the products in the order.
    • To track a product in an order, click Track product in the order line. The Track product window opens displaying shipment details of the products in the order line.

    Click More info to view the timeline details of the shipments.

    Click the shipment number link to open the Shipment summary page. For more information about the Shipment summary page, Finding shipments.

Adding notes to an order
  1. To add a note to the order or to view any notes that are already added, from the Actions menu, select Notes. You can add notes to include any additional information about the order and mark it as important, if required.
Canceling orders
  1. You can also cancel an order if the customer decides to do so. For more information about canceling orders, see Canceling orders.
  2. Click Done to return to the Find order page.