Webshop order processing
GA new online order! How can you best process them? There is a small difference between a web order sent to the customer and a web order that is picked up from the store.
Web orders with the status New have already been paid and the stock has also been automatically debited.
Reservations with the status New have not yet been paid and the stock has not yet been debited, because it is not certain whether the customer will buy the product.
Processing Web order
1. In the menu on the left, click Web Orders.
2. Click the View button behind the respective web order.
3. Check at the bottom of the Items section by shipping method whether the customer wants to pick up the online order or if it needs to be shipped.
4. Change the status of the web order to "Runed" at the top of the middle column (you can also change the status by product if you want to partially complete the web order).
5. Inform the customer depending on the chosen shipping option:
Pick up in the store?
- Click the blue button 'Ready to pick up' button on the right. The customer will then receive an email that the order is ready to be picked up.
- Does the customer come to the store? Open the web order and click the Open button in checkout on the right. The web order will then be given the status.
Send to the customer?
- Change the status to Delivered.
- In the Track and Trace URL field, enter the complete link you received from the carrier.
- Click the blue button Send email to customer on the right.
Entering a tracking URL is not mandatory. If a link is filled in the field, an additional button will appear in the email to the customer to be able to track the shipment.
You can also print the voucher on the web order page on the right to send to the customer.
Refund of web order
Unfortunately, the customer prefers to return the product and you decide to refund the amount transferred.
1. In the menu, click Web Orders.
2. Click the View button behind the respective web order.
3. Click the 'Refund' button on the right. A pop-up appears.
4. Click Submit at the bottom to test the full purchase amount back to the customer. Then the product is also put back in stock.
Would you rather not increase the stock or refund a lower amount?You can process this by clicking the Open button in checkout instead of the Refund button. The amounts are then processed in the statistics. Do not forget to manually refund the purchase amount via the payment provider (such as Mollie or PayNL).
Send track and Trace to the customer
Follow these steps to send the customer the Track and Trace of the web order shipment:
1. In the menu on the left, open Weborders.
2. Search and click on 'View' behind the respective web order.
3. Set the status of the web order to Completed (in the middle column).
4. In the 'Track and Trace URL field, enter the complete link you received from the carrier.
5. Change the status to 'Delivered'.
6. Click the blue button 'Send email to customer' button on the right.
The customer will then receive the shipping information with a button to track the shipment.
Status of web orders explanation
Waiting for payment
At the moment you can't do anything yet. It means that the customer has added products to his shopping cart and is busy paying. For all kinds of reasons, the order may not be paid in the end. Think, for example, of 'no balance', 'order during working hours' or another interruption while paying. If this has not been successful after 15 minutes, the status automatically jumps to 'Canceled', 'Canceled', 'Expired' or 'Failed'.
Web order with status New
The customer has paid and the product has been debited. The customer has automatically received a message that the payment has been successful and that you will send it as soon as possible.
Completed
By setting the status to 'Runited', you can let the customer know that the order is ready to be picked up.
Delivered
By setting the status to 'Delivered', you can let the customer know that the order is being shipped.
Would the customer like to pick up the online order in the store? During the pick-up time on the web order page on the right, click the Open button in checkout. Then use a payment method (with 0 euros) to complete the pick-up. The web order is then automatically delivered to the status.
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