Managing orders

Searching for an order
You can search for an order by using attributes such as the order number, status, age, creation date, and so on.
Viewing order summary
Customers might have certain queries or request certain changes on an existing order. For example, a customer might want to check the status of an order or change the order address. In such situations, you can use the Order Summary screen
Viewing order pricing summary
Customers might need a breakup of the order total in terms of adjustments, charges, and taxes. In such situations, you can view the order pricing summary.
Tracking shipments
You can track a shipment, view the expected delivery date, tracking number, and so on, by using the shipment tracking information.
Reshipping Products
You can reship a product to a customer if that product was lost during shipping or not received for any reason.
Inquiring payment details
A customer might raise questions about the pending charges, the amount to be paid due to exchanges, or refunds due to returns. In such scenarios, you can view the payment-related information and provide the appropriate information to the customer.
Viewing order invoices
A customer might want to confirm the details of payments that are made towards an order. The payments might be complete or the order amount might be partially paid. In such cases, the user can view all the invoices that are created for the order and open the appropriate invoice to answer customer queries appropriately.
Viewing the invoice details
A customer might want to confirm the payments that are made towards an order. The payments might be complete or the order amount might be partially paid. In such cases, you can view the order lines included in the order, the billing address, and a breakup of the order total.
Canceling an order
When a customer requests you to cancel an order, you can cancel the entire order or specific order lines of the order.
Adding or removing promotions
Sometimes, products are associated with promotions that the customer can use to avail a rebate in the order total. In such cases, you can apply the relevant coupon to the order.
Adding lines to an order
After you confirm an order for a customer, the customer might want to purchase a few more products as part of the same order. In such cases, you can add more order lines to the order.
Applying a hold
Sometimes, you may not be able to verify the customer's address or the payment method fails authorization. In such situations, you can apply a hold to the order.
Resolving a hold
You must resolve the holds that may exist on an order to be able to process the order.
Managing charges
When an order is modified, certain extra charges or discounts are applicable. In such situations, you can manage charges on the order.
Changing customer options
You can allow tax exemption for confirmed orders. For business customers, you can also add or modify the purchase order number.
Changing gift options
If a customer wants to order a product as gift, you can mark the product as gift, gift wrap the product, or add a gift message. You can also choose to mark a gift product as non-gift.
Changing a product variation
A customer may request for a different variation of the product that is already added to the confirmed order. In such situations, you can change the product variation.
Changing product configuration
You can change the configuration for products in a confirmed order from the Order Summary screen.
Appeasing a customer
Sometimes, a customer may be unhappy due to late shipment, bad delivery experience, or damaged products. In such situations, you can appease the customer by offering discounts.
Changing fulfillment options
Rescheduling appointments
You can reschedule an appointment in a work order if the time and day that the customer scheduled is no longer convenient for them.
Changing address for delivery products and provided services
To ensure that products are delivered to the correct address, you can modify the existing delivery address or select a different address for products or provided services.
Viewing order line summary
A customer might inquire about a specific product in an order. In such scenarios, you can view details such as the product characteristics, promised date, quantity, level of service and provide appropriate information.
Adding order notes
You can add a note to capture important information that is associated with the order for various purposes. By using the note, you can contact a customer to follow up an issue. You can use the note for internal communication or to work on a high priority issue.
Filtering order notes
An order might be associated with multiple notes. You can use the filter feature to view the required notes.
Copying confirmed orders
A customer service representative (CSR) can copy confirmed orders if the customer wants to reorder the same items. Also, a CSR can modify a copied order as necessary to include or exclude products appropriately.
Emailing orders
A customer might want to refer to a copy of an order for future reference. The customer might want to see the products that were purchased, or get a record of the product cost. A customer service representative (CSR) can email an order to the customer's preferred email address.

Parent topic: Reference