Please find attached below the topics discussed on this page:

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):

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.  

• 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):

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?
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: decrease the product quantity, just clicking on the Modify button. Refund the order, in case the customer requests cancellation, prior to the order being fulfilled.
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		With this button, the user can stop the subscription, or else after the current order, the customer will not receive the product anymore. Please note that with this button, the subscription has not been permanently cancelled. For more information about Subscription, please check the following article: The Subscription Offer
Start Continuity Charge		To resume the subscription, once it has been hold by using the Stop Continuity Charge button, then the user should click on the Start Continuity Charges button.

The Fulfillment Management page & how to reset the fulfillment of an order

To get to the Fulfillment Management page, please follow the below steps.

1. From the order page, go to the Shipping History section and click on the Manage Fulfillment button

2. The Fulfillment Management page will open

On this page, there are three areas:

1. Fulfillments

2. Related Fulfillments

3. Reset Fulfillment.

1. Fulfillments

On this part, the user can:

1. By clicking on the Products button

   

   and check the product inventory
   

   

2. By clicking on the View Details button

   

   all fulfillment information is provided in a tab
   

   

3. By clicking on the History button
   

   

   and the fulfillment history are provided

   

4. By clicking on the Edit Tracking Number

   

   the user is redirected to the Edit Tracking Number page where the tracking number, the courier, and the warehouse can be entered manually

   

2. Related Fulfillments

Any related fulfillment will be displayed in this area.

3. Reset Fulfillment

1. Go to the Shipping History and select Manage Fulfillment button
   

   

2. The Fulfillment Management page will open, scroll down till the Reset Fulfillment section

3. Select the Product

4. Generally, it uses the Clear assigned Warehouse option

5. Click on the Reset button

   

6. The following warning message tab will pop up, informing the user that the fulfillment cannot be reset on the Warehouse, because (i.e. “Customer non-available” which means that the order is already been shipped) or for any other reason, just click on the Reset button and the order fulfillment will be reset, and the order will go back to the queue to be fulfilled. 

The Payment Details & the Payment History

In these sections, the user can:

• Verify the status of the payment

• Fully or partially refund the customer

• Issue a Gift Card to the customer (see below example)

In the Payment Details, a few of the customer’s Credit Crad information is displayed.

In the Payment History, the customer has all transactions details, the amount paid, date and time. By clickign on the View Details button a small tab will pops up with some additional informaiton about the payment (see below example):

How to refund a customer

In order to refund a customer please follow the below steps.

1. Go to the Payment History

2. Click on the Refund button so the Refund tab will pops up

   

3. On the tab, the user should set either the percentage or the amount that the customer is going to receive back

4. Switch to ON the Return Label toggle, in case the customer decided to use Pitney Bowels return service and so the system will deduct the PB charge from the customer’s refund

5. Then set up the reason for the refund

6. Click on Save button, a new row on the Payment History will appear to display the amount refund,
   

   

   as well as the status of the order at the top of the page, will change to Refunded or Partially Refunded. An automatic note will be also left on the Notes section and also in the Status History, informing any users about when and by who the refund was made.

How to manually refund a customer

In order to flag an order as manually refunded, please follow the below steps.

1. Go to the Payment History

2. Click on the Refund button so the Refund tab will pop up

3. On the tab, the user should set either the percentage or the amount that the customer has received back

4. Then set up the reason for the manual refund

5. Click on Save button, a new row on the Payment History will appear to display the amount of the manual refund as well as the status of the order at the top of the page, which will change to Manually Refunded. An automatic note will be also left on the Notes section and also in the Status History, informing any users about when and by who the refund was made.

Sales Workflow

In the Sales Workflow section are reported the steps of the sale, starting from the customer purchasing the product (see below example)

Subscription Orders

For subscription orders, in the Sales Workflow section is displayed when the next event (monthly charge) will happen

Once the time is due, the customer is charged for the subscription successfully, the system will create a new order in the customer account (see below the example of recurring orders)

Moreover, still in this section, a few options are provided to:

1. Cancel button

2. Reschedule button

3. Adjust button

4. Force Bill button

just by clicking on the button on the right side of the recurring event (see below example)

1. Cancel button

By hitting the Cancel button, the user fully and permanently canceled the subscription.

2. Reschedule button

Clicking on the Reschedule button a window will pop up giving you the current schedule of the delivery and an option for you to choose another date for the item to be sent over to the customer

3. Adjust button

The Adjust Amount button enables users to charge the customer with a discounted price.

4. Force Bill button

The Force Bill button enables users to trigger the charge of the product prior to the end of the subscription or the trial period.

Customer Information

Shipping Address

Billing Address

Coupon Information

Notes

Status History

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