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 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:

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Order Information

In this first section, available at the top of the page, users can verify all the below information (see the below example)

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Taxes detail on the Order Page

If taxes are included in the campaign, some additional field is displayed in this first section (see the below example):

• Sales Taxes field: the amount of taxes in the currency that the customer paid the order 

• Sales Taxes USD field: the amount of taxes paid by the customer, in USD

• Tax Rate field: the percentage of taxes that are calculated on the sale

• Taxes include in price? field: 

  • If the answer is Yes, it means that the taxes are included in the cost of the product and this will be reflected in 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 is 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 the 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 fulfilment is available (see the below example):

Specifically in this section, the user can verify the below information:

• The status of the fulfilment can be New, Shipping, Backorders, Sent, Waiting for the 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 can be clicked, and a small tab will pop up displaying the status of the shipment

• Whether the fulfilment is a reshipment or not

• By clicking on the View Details button: a small tab pops up providing additional information about fulfilment, for instance, from which warehouse the order was sent, or the Estimated Arrival, etc

  • Please note that the data on the Estimated Arrival (which is an estimated date of the delivery) is provided ONLY if the Warehouse provides it, which is not always the case. But if it does, this information is available even before the TN is available in CRM

• 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 Internal Tracking Number

The Internal Tracking Number (ITN) refers to a tracking number that is created as soon as the order goes into the Shipping status and can help customers to keep track of their orders by clicking on it.

The Internal Tracking Number provides information even before the order is shipped and the Tracking Number is created by the Warehouse.

Consequently, with the ITN customers can see when the additional below information:

Once the warehouse fulfilled the order and the Tracking Number is created, the customer can still see his/her order shipment information even in the ITN. Otherwise, the customer can click on the normal Tracking Number and check the status of the shipment (see the below example)

Also, once the order has been shipped, the user can even access the AfterShip link directly from the ITN by clicking on the Go to AfterShip button (see the below example):

The ITN is located on the Shipping History, follow the below steps to find it:

1. On the order page, scroll down to the Shipping History section

2. Click on the Detail button

   and on the Shipment Details tab there is the ITN and, if already available the TN, which are both clickable links so users can verify the status of the order from a small tab (see the below example)

Where to find the Internal Tracking Number (ITN)

The ITN is located on the Shipping History, follow the below steps to find it:

1. On the order page, scroll down to the Shipping History section

2. Click on the Detail button

3. and on the Shipment Details tab there is the ITN and, if already available the TN, which are both clickable links so users can verify the status of the order from a small tab (see the below example)
   
   

The Shipping History buttons

The Shipping History Reference & how to edit the product or the quantity

• By clicking on the Fulfilment button, users can check the product name and SKU as well as its quantity

• By clicking on the Fulfillment Change SKU button, a tab pops up and from their users can change the product or its quantity or even both (see the below example)

The Fulfillment Management page

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 fulfilment information is provided in a tab
   
   

3. By clicking on the History button
   
   

   and the fulfilment history is 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 fulfilment will be displayed in this area.

3. Reset Fulfillment

In this area, users can reset the fulfilment of the order as explained in the steps below.

How to reset the fulfilment of an order

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 fulfilment 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 fulfilment 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 | Kashee Rewards to the customer (see the below example)

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

In the Payment History, the customer has all transaction details, the amount paid, date and time.

1. By clicking on the View Details button

2. A tab will pop up with some additional information about the payment (see the 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 pop up

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

4. Then set up the reason for the refund

5. Click on the Save button, and a new row on the Payment History will appear to display the amount refunded,

   as well as the status of the order at the top of the page, which will change to Refunded or Partially Refunded. An automatic note will be also left in 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 of the amount that the customer has received back

4. Switch to ON the toggle Is Manual Refund

5. Then set up the reason for the manual refund

6. Click on the Save button, and 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 in the Notes section and also in the Status History, informing any users about when and by who the refund was made.

The Return Label toggle & the Pitney Bowes Service

If the customer decides to return by using the Pitney Bowes service and get a refund for his/her order, the user can deduct the Pitney Bowes return service directly from the refund tab as per the below instructions.

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 of the amount that the customer is going to receive back

4. Switch to ON the Return Label toggle, so the Pitney Bowels return service fee will be deducted from the total refunds amount

5. Then set up the reason for the refund

6. Click on the Save button.

Pitney Bowes Notes

Any additional note provided by the Pitney Bowes Service is visible underneath the shipping session as per the below example:

and by clicking on it all notes are available for users

The Restocking fee toggle

By turning on the Restocking fee toggle in the refund tab, users are able to automatically deduct 10% of the order’s grand total (excluding the Shipping fee) from the refund.

1. Go to the Payment History

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

3. Turn on the Restocking fee toggle so the system will automatically deduct the 10% from the order's grand total (excluding the shipping fee)

4. Users are still able to modify the refund amount or percentage if needed

5. Then set up the reason for the refund

6. Click on the Save button.

The Cancellation fee button

In a scenario where customers want to cancel the order prior to being shipped, users are able to charge 15% of the order’s total Cancellation Fee, which will be deducted from the total of the refund. In order to do so, the user can benefit from the Cancellation fee button, available in the refund tab.

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 of the amount that the customer is going to receive back

4. Then set up the reason for the refund

5. Click on the Cancellation fee button

   and a new row on the Payment History will appear to display the amount refunded,

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

Issue a Gift Card

On the order page, in the Payment Details section, users can issue a new Gift Card by taking advantage of the button Issue New Gift Card.

1. Click on the button Issue New Gift Card

2. Fill in the Issue New Gift Card tab and click on Send

3. The Gift card will be sent via email to the customer and on the order page, underneath the Payment History area, it will be listed all the Gift Card(s) issued

4. A system note will be created and available in the Notes section of the order (see the below example)

Fully Refunding with Gift Cards not yet Shipped Orders

By fully refunding, with a Gift Card, orders that haven’t been shipped yet:

• The order status will be set as Shipping Denied

• The fulfilment will be automatically cancelled

• A system note is added in the Notes section of the order page

Gift Card and the Customer Account

To check if the customer has been already receiving any other Gift Card, follow the below instructions.

1. From the order page, scroll down to the Customer Information

2. Click on the View Customer Info button, which redirects the user to the Customer Account

3. Scroll down and at the bottom of the Customer account page, there is the Gift Card area where all Gift Cards that the customer has received so far are listed (see the below example):
   
   

Cancel a Gift Card

A Gift Card can be easily cancelled, and the customer refunded, as long as this one hasn’t been used already.

To cancel a Gift Card, follow the below instructions:

1. Access the order page

2. Scroll down to the Payment Details and click on the Delete button

Issue a Kashee Coupon

On the order page, in the Payment Details section, users can issue a new Kashee Coupon by taking advantage of the button Issue New Kashee Coupon.

1. Click on the button Issue New Kashee Coupon

2. Fill in the Issue New Kashee Coupon tab

3. Click on Send

4. The Kashee Coupon will be sent via email to the customer and on the order page, underneath the Payment History area, it will be listed all the Kashee Coupon(s) issued

Sales Workflow

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

By clicking on the View Notes button, the user is redirected to the Notes section of the page.

Subscription Orders

For subscription orders, 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:

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 the below example)

1. The Cancel button

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

2. The 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. The Adjust button

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

4. The 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

In this area, are available the customer’s details such as:

• Email

• Order Time of Purchase

• Customer Location

• Customer IP

• The View Customer Info button: by clicking on it the user is redirected to the Customer Account

   

Shipping Address

The customer’s full name, phone number, and shipping details are displayed in this area.

How to update the Shipping Address

Users can easily update the customer shipping address following the below steps.

1. Click on the Enable Editing button

2. Upon the change has been made, click on the Save button

   1. However, when clicking on the Save button, if there are other orders linked to this Shipping Address, the system will ask users to confirm whether the Shipping Address for these other orders should be modified too.

   2. To confirm the address changes for these other orders, users need to turn on the toggle Allow change (see the below example)

3. Once saved the changes, the system will leave an automatic note, in the Notes section, informing that the Shipping Address was modified, when, and by whom (see the below example)

Billing Address

The customer’s billing address is displayed in this area.

Generally, the billing address is the same as the shipping, depending on what the customer selected on the checkout page

How to update the Billing Address

Users can easily update the customer billing address following the below steps.

1. If the billing was previously set the same as shipping, just turn off the toggle Same as shipping address

2. Click on the Enable Editing button

3. Upon the change has been made, click on the Save button

    

Coupon Information

If the customer paid using a coupon, the coupon details will be displayed in this section (see the below example)

Notes

• In the notes section are displayed all system and users notes that have been left

• By clicking on the eye icon the user can see the box above the full notes

How to leave a note

In order to leave a note follow the below steps.

1. Type the note in the box

2. Click on the Add button

How to delete a note

Click on the Delete button on the right side of your note row

Status History

In this section, users have the full workflow, each step in which the order went through (see the below example)