Order Management screen

The Order Management screen lets your order support team identify and perform common tasks on shopping cartsCommerce: A collection of products selected by a website customer, with the intention of completing a purchase. Also known as a shopping cart or basket. and purchase ordersCommerce: An order that has been registered and paid for. Typically, it has an associated purchase order number.. See also: Carts versus orders. For example, you can add or remove line items as well as update their quantity. You can also update customer information.

Accessing the Order Management screen

From the Commerce main menu, click Order Management.

Working with carts

Searching for carts

The Order Management screen initially lists all shopping carts in reverse numerical order. Scan the screen to find the cart you are interested in.

You can also search for shopping carts by customer name or email address. To find a shopping cart using name or email:

1. Click Open cart. The Open cart dialog box appears.
2. Select a marketOne or more countries, regions or customer groups, to which you want to apply languages, catalogs, currencies or promotions. The market features support targeted merchandising and personalization. for the cart.
3. Enter any part of the customer's name or email address. A list of matching customer names appears.
4. Select the customer.
5. The Cart Details screen opens.

Viewing a cart

The Cart Details screen shows the following information about the selected shopping cart. After viewing this information, you can edit the cart's details.

Information at the top of the screen:

• Cart name
• Market and currency
• Customer name
• Total amount of charges
• Cart status

Summary tab

• Cart number
• Cart created date
• Order level discount amount
• Total amount of charges
• Currency and market

Details tab

• The form in the cart (See also: Structure of orders)
  • Shipments in each form
    • Shipping address. See Selecting a shipping address.
    • Shipping methodCommerce: A set of information and rules that determine the shipping cost. Displayed on the front-end public site while a customer checks out an item from the shopping cart. The shipping fee is added to the total price of the purchase. A shipping method is mapped to a shipping provider visible to a back-end administrator in Commerce Manager. For example, when a customer picks "Ground Shipping," UPS (or another provider) may fulfill the shipment.
    • Line items in the shipment

      Changes to an item's quantity can update applicable discountsCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. in real-time.

  • Discounts applied. See also: Viewing and editing discounts.
• Order total
• Order meta-classes and fields that apply to the order, its shipments, and line items.

Contact Details tab

• Customer name and email address

You can update customer information from the Cart Details tab by clicking the edit icon  next to Customer Information. See Updating customer information.

Editing carts

If you edit a cart's line items, its total is recalculated. Also, if the edits affect applicable discounts for the cart, the Discounts display changes.

Updating market and currency

Near the top of the screen, you can change a cart's Market and Currency. Note that changing these values may affect other order information, for example, an item's price, available shipping methods, available promotions, and so on.

Adding a line item

To add a new line item:

1. Select the cart.
2. Click the Details tab.
3. Click the Add + button on the left side of the screen, under any existing line items.
4. A search window appears. Enter a search phrase of three or more characters. Examples:
   • The entire SKUCommerce: Stock keeping unit; corresponds to a purchasable product with specific characteristics. For example, a product line of shirts has individual variations/SKUs for sleeve size, color, and collar size., for example, 44477844.
   • All or part of the item name or description, for example, boot.
5. Search results appear. Select the one that you want.

   If the item already exists in the cart, a cart icon with the previously-ordered quantity appears in search results.

6. Enter a quantity.

   If the item already existed in this cart, the new quantity is added to the existing quantity. A new line item is not created.

7. Click Add.

Changing a line item's quantity

To change a line item’s quantity by a few nearby numbers (for example, from 2 to 4), use the up/down arrows next to the quantity.

To change quantity by a large amount (for example, from 2 to 50), it is quicker to select the quantity then type in a new one.

Deleting a line item

To delete a line item, click the delete icon to its right.

Selecting a shipping address

Every shipment needs a shipping address. On the Cart Detailsscreen, it appears below the customer information and above the line items.

If a customer has several shipping addresses, use search to find the correct one. You can also enter a new shipping address.

Addresses are stored in and editable from the Contact Details screen's Address book tab.

Viewing and editing discounts

DiscountsCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. are applied to a cart or line items if their conditions are met. For example, a discount stipulates a $10 reduction for a cart whose total that exceeds $100. As soon as that is true, the $10 discount appears under Discounts, and the cart total is adjusted.

Discount codes

A discount code is an additional criterion that you can apply to any discount. For example, customers who enter discount code CouponABC during checkout receive 10% off the cart total.

A cart's submitted discount codes appear above the discount list. You can also manually add discount codes to a cart. If a code that you enter satisfies an item's or order's business logic, the discount amount is deducted from the cart total.

For example, men's shoes are 20% off if the customer enters the discount code Shoes when submitting the order. If a customer places a pair of men's shoes in a cart then enters coupon code Shoes, 20% is deducted and displayed in the Discounts area.

Creating discount codes for customer appreciation

You can create a discount that allows customer service representatives to apply refunds to customer carts for loyalty, compensation for problems, and so on. To do this, create a discountCommerce: A deduction applied to an online purchase, typically implemented as part of a marketing campaign. The discount might apply to items, shipping costs, total order amount and so on. for this purpose, enter a discount amount, and a coupon code. Then, train your CSRsStands for "customer service representative" to use the code where appropriate to reduce the customer's cart total.

Adding a new customer and cart

You can create a new customer and his or her cart from the Order Management screen. Note that if a customer already has a cart for a marketOne or more countries, regions or customer groups, to which you want to apply languages, catalogs, currencies or promotions. The market features support targeted merchandising and personalization., you cannot create another cart for that market.

1. Click Open cart. The Open cart dialog box appears.
2. Select a market for the cart.
3. Click New Customer.
4. Enter the name, email, and Customer Group information and click Save and create a cart.
5. The Cart Details screen appears. To learn about working with the cart, see Viewing a cart and Editing carts.

Updating customer information

You can update customer information from the Contact Details tab, available from the Cart Details and the Order Details screens. To do so, click the edit icon  next to Customer Information.

When you do, the Contact Details screen appears with three tabs: Personal Information, Address Book, and Orders.

Personal Information tab

You can edit the customer's name, email address, and customer groupCustomer groups are created in Commerce Manager then applied to contacts and organizations. Customer groups are common to both contacts and organizations, and you can apply them to customer segments that are targeted for marketing campaigns and customer group-specific pricing, including variants..

Address Book tab

Initially, you see all of a customer's addresses.

You can edit or delete an existing address, or enter a new one. You may designate one address as the preferred billing address, and the same or a different one as the preferred shipping address.

Orders tab

The Orders tab shows a customer's order history in reverse chronological order.

You can click any order to see and edits its details. See Working with purchase orders.

Working with purchase orders

Once a customer checks out and submits payment, a cart is converted to a purchase order. Alternatively, on the Cart Details screen, CSRsStands for "customer service representative" can convert a cart to a purchase order whether or not payments have been made.

While the purchase order's status is In Progress, you can edit any of its information (shipping address or method, line items, discounts, and so) on by clicking the Details tab.

Converting a cart to a purchase order

The Cart Details screen lets CSRs convert a cart to a purchase order in order to record manual payments towards outstanding balances, such as telephone payments.

Recording purchase order payments

1. From the Order Management screen, click Orders.
2. Select the order you want to edit.
3. If needed, edit the previously-collected information. See Editing carts.
4. Click the Payments tab.
5. If the full amount has not yet been paid, click Accept Payment to add or update payment information.
   • Billing address
   • Payment methodContains information about the way a customer views a payment option and has a payment gateway associated with it. Examples: credit card, pay by phone, cash on delivery, and exchange payment.
     • Transaction ID and amount
     • Any meta-classes and fields that apply to the order, its shipments, and line items.
6. If you choose Authorize(Pay By Credit Card), you are prompted to enter the credit card's expiration month and year, security code, and number.

Placing an order on hold

When a shopping cart is converted to a purchase order, its status is set to In Progress. You may need to place the order on hold for several reasons. As examples: the retailer needs to verify the order, a suspicious order needs attention, inventory is not available, and so on.

To place an order on hold, click Order Management and select the order. Then, on the Order Details screen, click Hold. While an order is on hold, it cannot be released for shipment nor can it be canceled.

Canceling an order

To cancel an In Progress purchase order, click Order Management and select the order. Then, on the Order Details screen, click Cancel Order. At that point, its order and shipment statuses change to Canceled.

Adjusting an order's shipment status

1. When an order is paid in full
   • If the quantity of any item in an order exceeds the available Instock Quantity, its shipment status is set to Awaiting Inventory.

If you want to support preorders, their shipment status will be set to Awaiting Inventory.

• If the quantity of all items in an order is less than the available Instock Quantity, its shipment status is set to Inventory Assigned.
2. When an order is paid and ready for shipping, click the Detail tab and change the shipment status to Released.
3. To prepare an order for shipping, change the shipment status to Packing by clicking ADD TO PICKLIST.
4. When the shipment is shipped, change the shipment status to Shipped by clicking COMPLETE.

Working with order returns

Viewing order returns

On the Order Management screen, you can view returns by clicking Orders > choosing a Completed purchase order > Return & Exchange. Any returns that have been made against the order appear. Click any return then View on the context menu to see its details.

Processing an order return and refund

Prerequisite: The item's shipment status is shipped.

Follow these steps to return one or more order items.

1. From the Order Management screen, select Orders.
2. Select the order whose items you want to return.
3. Click the Form Details tab.
4. Click in the box to the left of the item(s) you want to return. To return all items, click the box in the column header row.

   

   You can also click the item's context menu then Create Return.

5. Click Create Return. A window appears, prompting you to choose a Return Quantity, Return Reason, and optional text comment for each item.
6. Click Create.
7. A new screen appears with the return information. If everything is correct, click Acknowledge Receipt Items.
8. Click Complete Return. The Create Refund screen appears.
9. Verify that the refund amount is correct, then click OK. If necessary, you can adjust the refund amount but it cannot exceed the original charge.
10. Select a payment methodContains information about the way a customer views a payment option and has a payment gateway associated with it. Examples: credit card, pay by phone, cash on delivery, and exchange payment. and click OK.

Canceling an order return

1. From the Order Management screen, select Orders.
2. Select the order whose returned items you want to cancel.
3. Click the Return & Exchange tab.
4. Select the order whose return you want to cancel. To view the items being returned, open the context menu and choose View.
5. Click Cancel Return.

Working with payment plans

A paymentCommerce: the verification of a money transaction in a website shopping situation. The e-commerce system most often needs a verification for a payment to create the actual purchase order and complete the shopping workflow. plan works exactly like processing an order, except that a payment plan spreads payments over time, giving you flexibility in how you sell your products, and how a customer pays for them. Use a payment plan for large and complicated orders, orders that need to be shipped in sequence, magazine or grocery subscriptions, or expensive items.

A Customer Service Representative (CSRStands for "customer service representative") sets up a payment plan to generate recurring payments. Payment plans are handled in the background through the Subscription payment plan scheduled job.

At this time, you can only view payment plans via the Order Management screen. You must still create payment plans through Commerce ManagerOne of several main user interfaces in Episerver Commerce. This UI area, available from the top menu after logging in, provides screens for managing markets, customers, catalog, orders, and so on. You can manage the information on some Commerce Manager screens in other, newer user interfaces. Where possible, we recommend using the newer ones.. See Setting up a payment plan

Viewing payment plans

1. From the Order Management screen, click Payment Plans. All payment plans appear.
2. Choose the payment plan that you want to view. The information is displayed in the following tabs:
   • Summary. General information, such as market and currency, order number, created date, items, shipping, and discount information.
   • Form Details. Shipping address and method, line items, discounts, and payments.
   • Contact Details. Customer name and email address. You can view and edit customer information by clicking the edit icon next to Customer Information. See Updating customer information.
   • Settings. Information about the payment plan, as collected on the Payment plan order details screen.