Order Management - Products

Once you’ve set up all your products and your store has gone live, you’ll manage incoming customer orders on the Orders page.

Contents:

1 Video Guide
2 Order Management Overview
3 Accepting & Completing Orders
4 Rejecting Orders
5 Cancelling Orders
6 Order Adjustments
- 6.1 Adjusting Orders
- 6.2 Refunding Orders

Video Guide

https://youtu.be/gXKselv1L2M

Order Management Overview

The order dashboard will show you a breakdown of all your orders and you can switch between the tabs to see orders in each section.

Current orders - are new or accepted orders, that your team are working on
New orders - are orders that have not yet been accepted by your team
In Progress orders - are orders that your team have accepted but have not yet completed
Done orders - are orders that have been completed by your team

You can also search for particular orders by the reference number or customer name, or filter by the delivery method e.g. collection or delivery.

Orders will be displayed as cards, click into any card to see more information about the order.

On your orders you will see a circular count down around the due date and time, relating to the turnaround time for your product. As your due date gets closer, the circle counts round clockwise, and once the due date and time is past the circle will turn red.

Accepting & Completing Orders

To accept new orders, head to the Orders page.
If a new order has come in since you last visited this screen, a blue notification banner will be shown at the bottom. Select Refresh in order to display the new order.

Select the Accept Order button on the required order card(s)
Alternatively, if you click to expand the card, you can select Accept Order from the top of the window
Accepted orders will be displayed on the Current and In Progress tabs on the dashboard until the order has been completed.
Once the product is ready for collection/delivery, locate the order card and press Complete Order
If the order is for collection, the customer will get a notification telling them that their order is ready to collect. If it is for delivery, the customer will get a notification to say that their order is complete.
The order will move to the Done tab and display with a blue background

Rejecting Orders

You can only reject orders that haven’t already been accepted. You can cancel accepted orders if required.

Head to the Orders page
Select the order you wish to reject by clicking the order card and expanding the window
From here, select Reject Order
Alternatively, you can select the 3 menu dots on the card and select Reject Order
The order will move to the Done tab in the dashboard and will display with a red background

6. The customer will receive notification their order has been rejected

Cancelling Orders

You can only cancel orders that have been accepted. You can reject orders that haven’t been accepted if required.

Head to the Orders page
Select the order you wish to cancel by clicking the order card and expanding the window
From here, select Cancel Order
Alternatively, you can select the 3 menu dots on the card and select Cancel Order
Confirm you wish to cancel the order
The order will move to the Done tab in the dashboard and will display with a black background

Order Adjustments

Orders can be adjusted, cancelled, or modified for a number of reasons. For example, a dry cleaning provider carries out an additional stain removal service after speaking to the customer.

In the worst-case scenario, you may need to provide a refund for a product to a customer for your goods or services. For this, you would also use an order adjustment.