Please find attached below the topics discussed on this page:
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How to find an order
Users have a couple of ways to look for an order, by using:
The Orders section
The Customer Lookup section.
What is on the Order Page
On the order page, multiple sections are available displaying, for each one of them, in detail the specific order information. For instance, the Product details, the Shipping History, the Payment History, etc.
Additionally, on the left side of the page, there is a small menu, with all topics available on it, and by clicking on them the user is redirected to their exact location on the page:
Order Information
In this first section, available at the top of the page, users can verify all the below information (see below example):
Reference Number: It is a number created before generating the order number. It is an internal ID, a ReferenceID to be filed in the database so in case there is any issue while an order is created, this one can be processed or reprocessed in case of a problem in the system.
Order Status: the current status of the order. There are multiple order statuses informing the user in which stage of the purchase cycle the order is. For example: Paid, Shipping, Shipped, Delivere, etc.
Order Type: which can be Regular or Upsell.
- By Regular we refer to the main order offered in the campaign.
- By Upsell, we refer, instead, to any additional product offered throughout the funnel.
Language Code: the language stated in the campaign
Currency Code: the currency in which the customer has paid the order
The Order Price: the order grand total paid by the customer
The Global Order Price: the order grand total paid by the customer
Shipping and Handling: on this field appears the amount of shipping and handling, the customer’s currency, which is included in the order grand total.
Shipping and Handling USD: on this field appears the amount of shipping and handling that is included in the order grand total.
Taxes detail in the Order Page
If taxes are included in the campaign, some additional field is displayed on this first section (see below example):
Sales Taxes: the amount of taxes in the currency that the customer paid the order
Sales Taxes USD: the amount of taxes paid by the customer, in USD
Tax Rate: the percentage of taxes that are calculated on the sale
Taxes include in price? :
If the answer is Yes, it means that the taxes are included in the cost of the product and this will be reflected on the amount shown on the checkout page.
If the answer is No, then the amount of taxes will be added to the order grand total on the Checkout page, which total is higher than what customers see on the previous page as it shows just the cost of the product.
Additionally, if the tax is included in the product price, then the order grand total will still be the same. If taxes are not included in the cost of the product, the final amount that appears on the Checkout page will be higher.
For example:
The taxes are included, and they are 10% of the cost of the product. The product costs $100 so the final amount that the customer pays is $100, of which $10 are taxes.
The taxes are not included in the cost of the product. Taxes are 10% and the product costs $100.
The customer pays $110 because $100 is the cost of the product and $10 is the amount of taxes calculated on the amount of the product.
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In the Order Confirmation email, customers are able to see the amount of the cost of the product, the cost of taxes, and shipping and handling. |
Tax Provider: this field displays which provider has been set for this campaign, DFO, TaxJar or Avalara.
Product
The details of the product purchased are shown in this area (see below example):
Including the SKU and the Product Quantity that inform the user of the amounts of units bought by the customer.
Shipping History
In this section, all information about the fulfillment is available (see below example):
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Please note that the Shipping History will be available ONLY after the order has been sent for fulfillment to the warehouse. In other words, when the order status is already in shipping or backorder. When the order is still in New or Paid status, this section is not yet visible, even though all the buttons are already displayed for users to take any further actions if necessary (see below example of a Paid order): |
Specifically in this section, the user can verify the below information:
The status of the fulfillment which can be new, shipping, backorders, sent, waiting for tracking number etc
When the date and time of when the order was created and when it was sent
The link of the tracking number, which can click, and a small tab will pop up displaying the status of the shipment
Whether the fulfillment is a reshipment or not
By clicking on the View Details button
a small tab pops up providing additional information about fulfillment, for instance, from which warehouse the order was sent
By clicking on the Check For New Tracking Number button the system will request this information to the warehouse, in case the product was sent but the system is still waiting for the tracking number details.
By clicking on the Edit Tracking Number button
the user is redirected to the Edit Tracking Number page where the tracking number, the courier, and the warehouse can be entered manually
The Shipping History buttons
Buttons name | Buttons logo | What is it for? |
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Extend Trial |  | By clicking on this button, the user can extend of XX day the offer trial. This button can be used only once, per trial orders, and it doesn’t work when the order has been refunded. For more information about the Extend Trial Offer please check the following article: Trial Period Extension Orders Page |
Last Confirmation Email |  | By clicking on this button, a small tab pops up showing all confirmation and notification email sent to the customer that the user can also download  |
Manage Fulfillment |  | By using this button, users can reset the order fulfillment. Check the following topic of this page to know how to reset the fulfillment of an order. |
Hold |  | The Hold button, once selected, will set the order status on hold, which means that it will not be sent for fulfillment unless the Resume button is selected. If the order is set on hold, the user is allowed to:
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Resume |  | By clicking on this button, the user can resume the fulfillment of the order, in case it was set on hold. |
Edit |  | The Change Items button is ONLY working after the user managed to set on hold the fulfillment. If the order has been already shipped, this button is unable. By hitting the Edit |
button, users can decrease the product quantity, by filling the small tabs that pops up, specifically the products units and the reason of the editing  By decreasing the quantity, the system will trigger automatically the partial refund to the customer. | ||
Expedite at TPL |  | The Expedite at TPL button allows users to set the order with higher fulfillment priority inside the Warehouse. In other words, the order will cut the queue, and it will be fulfilled first, no matter when it has been placed and if there are other orders placed before this one. |
Return Product |  | This button has to be selected when the customer returns the product back to the company. Once the product has been received back at the Warehouse, and prior to triggering the refund, the user should click this button and mark the product as returned. |
Reship |  | This button allows users to reship the product. By clicking on it, a small tab pops up and the user can select the units amounts and the reason of the reshipment  |
Stop Continuity Charge |  | |
Start Continuity Charge |  |