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.

This feature is a beta release, which means that its features are subject to change at any time.

Only members of the Commerce admins groups or the Customer Service Representatives role see this screen. To learn about roles, see Commerce-specific virtual roles.

To access the Order Management screen, click Order Management from the Commerce main menu.

Working with carts

A visitor creates a shopping cartCommerce: A collection of products selected by a website customer, with the intention of completing a purchase. Also known as a shopping cart or basket. when the visitor clicks Add to basket option on any page. You can manually create and manage a shopping cart from Order Management > Carts where you can view registered and anonymous customer carts and manually convert a cart into a purchase orderCommerce: An order that has been registered and paid for. Typically, it has an associated purchase order number.. See also: Shopping process flow.

Each shopping cartCommerce: A collection of products selected by a website customer, with the intention of completing a purchase. Also known as a shopping cart or basket. is unique and has its own ID. A customer can have only one cart open at a time. So, if the customer already has a cart open, the system redirects to the open cart.

When a cart's checkout is complete and payment is submitted, the cart is converted to an order. At that point, the cart disappears from the Carts list, and appears in the purchase orderCommerce: An order that has been registered and paid for. Typically, it has an associated purchase order number. list.

Searching for carts on the Order Management screen

You can search for carts by customer name (partial match) or email address (exact match).

  1. In the top left corner of the Order Management screen, click the Carts button.
  2. In the Search by drop-down, select Search by Name or Search by Email.
    • If you chose Search by Name, move to the Search box and begin entering the customer's first name. For example, if the customer name is Bryan Stephens, enter B, Br, or Bry. Press Enter to execute the search.
      • You can enter the entire name, but this takes longer.
      • As you enter more characters, you get fewer search results.
      • You cannot find a customer by entering the last name. To continue the example, you cannot find Bryan Stephens by entering Ste.
    • If you chose Search by Email, enter the exact email address. Partial entries are not valid.
  3. Carts that match your search criteria appear.

Searching for carts via the Open Cart dialog

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.

If no cart exists for the selected customer and market, you can create one by clicking Create a cart.

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

Form Details tab

Contact Details tab

  • Customer name and email address

You can update customer information from the Cart Details tab by clicking the edit icon edit next to Customer Information. See Viewing and 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 Form Details tab.
  3. Click Add Line Items on the left side of the screen.
  4. A search window appears. Enter a search phrase of three or more characters. Examples:
  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 Line Item.

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 delete 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.

See also: Converting a cart to a purchase order

Viewing and updating customer information

Searching for customers

To quickly find a customer, follow these steps.

  1. From the Order management screen, click Open Customer. A dialog appears.
  2. In the Choose customer field, enter any portion of the customer’s name or email address.
    As you enter more characters, you get fewer search results.
  3. A list of customers whose name or email address include those characters appears.
  4. Choose a customer.
  5. The Contact Details screen for that customer appears.

Updating customer information

You can also view and 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 edit next to Customer Information.

After you identify a customer, the Contact Details screen appears with three tabs: Personal Information, Address Book, and Orders.

contact details 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.

contact details orders

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.

Image: Orders tab

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.

Alternatively, you can create a new purchase order.

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 Form Details tab.

Searching for purchase orders

You can search for purchase orders by customer name (partial match), order number (exact match), or email address (exact match).

  1. In the top left corner of the Order Management screen, click the Orders button.
  2. In the Search by drop-down, select Search by Name, Search by Order Number, or Search by Email.
    Order Search
    • If you chose Search by Name, move to the Search box and begin entering the customer's first name. For example, if the customer name is Bryan Stephens, enter B, Br, or Bry. Press Enter to execute the search.
      • You can enter the entire name, but this takes longer.
      • As you enter more characters, you get fewer search results.
      • You cannot find a customer by entering the last name. To continue the example, you cannot find Bryan Stephens by entering Ste.
    • If you chose Search by Order Number, enter the complete purchase order number. Partial entries are not allowed.
    • If you chose Search by Email, enter the exact email address. Partial entries are not allowed.
  3. Orders that match your search criteria appear.

Converting a cart to a purchase order

Typically, a shopping cartCommerce: A collection of products selected by a website customer, with the intention of completing a purchase. Also known as a shopping cart or basket. is converted to a purchase orderCommerce: An order that has been registered and paid for. Typically, it has an associated purchase order number. when a customer proceeds to checkoutCommerce: Completing a purchase on a website, involving the collection of shipping and billing address, shipping method, payment, and so on. and finalizes the purchase. However, you may need to manually complete a purchase by converting a shopping cart into an order for further processing. For example, you want to record manual payments towards outstanding balances, such as telephone payments.

Use the Cart Details screen to convert a cart to a purchase order.

Image: Convert to purchase order

Creating an order

For example, a customer calls on the phone and orders some items. To create a new purchase order in Episerver Commerce, do the following:

  1. From the Order Management screen, click Orders > Create Order.
  2. Choose the order's 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..
  3. Choose an existing customer or create a new one.
    • To find an existing customer, enter any part of the customer name or email address. A list of matching customer names appears. Select the customer.
  4. Click Create Order. The Form Details tab appears.
  5. Click the context menu to the right of shipment 1 and click Edit.
  6. Enter the order's shipping address and 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. then click Save.
  7. Click Add line items. The Add Line Item dialog appears.
  8. In the Product Variant field, enter a search phrase of three or more characters. Examples:
  9. Choose a quantity and price. The default placed price appears, but you can change it.
  10. Click Add Line Item.
  11. After adding at least one item, click Create Order.

Although the order is created, it must be paid before it can be released, as explained in Shipment, order and return statuses. See also: Recording purchase order 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.
  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.

Authorized Payment Total versus Captured Payment Total

The Authorized Payment Total is the amount the customer paid for the order, but the seller has not yet received any money. That amount is on hold, waiting to be captured.

After the shipment is completed (that is, shipment status = "Shipped" and the customer has received the product), the transaction is "captured", and money is transferred to the seller. That amount is the Captured Payment Total.

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.

Deleting an order

At this time, you can only delete an order 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 Deleting an orderSetting up a payment plan

Adjusting an order's shipment status

For information about order status versus shipment status, see Shipment, order and return statuses.

  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.

    2. 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 Form Details tab and select Release from the context menu.
  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.

At this time, you must use 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. to complete the following shipping tasks:

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.

Image: Viewing order returns

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.

    Image: Create Return

    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.

Processing an exchange order

You can create an exchange order if a customer wants to receive the same item or a different item as full or partial compensation for a return. For example, a customer returns a jacket worth $50 because it has a broken zipper. He wants to exchange it for another version of the same jacket.

As another example, a customer returns a jacket worth $50. He wants to exchange it for a shirt worth $25 and a refund of $25.

  • If the amount of the exchanged items is less than the original order, the customer receives a refund using the original order's payment method.
  • If the amount of the exchanged items is greater than the original order, the customer is charged the additional amount using the original order's payment method.

The Order Management screen calculates the refund amount (if any). If the CSR changes the refund amount, a warning appears but the CSR is allowed to complete the transaction.

Creating an exchange order

You can create an exchange order at any time. Initially, its status is Awaiting Exchange. When you complete the return, the order's status changes to In Progress.

There are two procedures for creating an exchange order. Use Scenario 1 if you have already received the returned items. Use the Scenario 2 if you have not yet received the returns.

Creating an exchange order if you received the returned items

Exchange Scenario 1

  1. Select a Completed order and click the Form Details tab.
  2. Under Line Items, select items that you want to exchange.
  3. Click Create Return.
  4. Select the Return Quantity if necessary.
  5. Submit a Return Reason and an optional comment.
  6. Click Create. The Return Details screen appears.
  7. Click Acknowledge Receipt Items.
  8. Click Create Exchange. The Prepare Order screen appears.
  9. Under Shipments, select the shipment and choose Edit from the context menu.
  10. Enter the customer's shipping address and shipping method then click Save.
  11. Click Add Line Items.
  12. Add the items, quantity, and price that the customer will receive as an exchange for the returned items.
  13. Click Add Line Item.
  14. Click Create Order. An exchange order is created. Its number begins with an EO.
  15. Click Go to original order.
  16. Click the Return & Exchange tab.
  17. Select the return order and click View on the context menu.
  18. Click Complete Return. The Create Refund screen appears.
  19. If necessary, modify the refund amount.
  20. Click OK.
Creating an exchange order if you have not yet received the returned items

Exchange Scenario 2

  1. Select a Completed order and click the Form Details tab.
  2. Under Line Items, select items that you want to exchange.
  3. Click Create Return.
  4. Select the Return Quantity if necessary.
  5. Submit a Return Reason and an optional comment.
  6. Click Create. The Return Details screen appears.
  7. Click Create Exchange. The Prepare Order screen appears.
  8. Under Shipments, select the shipment and choose Edit from the context menu.
  9. Enter the customer's shipping address and shipping method then click Save.
  10. Click Add Line Items.
  11. Add the items, quantity, and price that the customer will receive as an exchange for the returned items.
  12. Click Add Line Item.
  13. Click Create Order. An exchange order is created. Its number begins with an EO.
  14. When you receive the returned items, open the original order.
  15. Click the Return & Exchange tab.
  16. Select the return order.
  17. Click Acknowledge Receipt Items. The Order Details screen reappears.
  18. Select the return order and click View from the context menu. The Return Details screen appears.
  19. Click Complete Return. The Create Refund screen amount appears.
  20. If necessary, modify the refund amount.
  21. Click OK.

Viewing an exchange order

  1. From the Order management screen, click Orders and select the original order.
  2. Click the Return & Exchange tab.
  3. Select the returned item.
  4. From the context menu, click View.
  5. Click View Exchange.

    On the Summary tab, in the top left, the exchange order number appears in the Order Number field.

Viewing an exchange order's parent order

  1. From the Order management screen, click Orders and select the exchange order. The Order Details screen appears.
  2. From the top right, click Go to original order.

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 and edit 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. To narrow down the list, identify the payment plan's customer by selecting Search by Name or Search by Email.
    • If you chose Search by Name, move to the Search box and begin entering the customer's first name. For example, if the customer name is Bryan Stephens, enter B, Br, or Bry. Press Enter to execute the search.
      • You can enter the entire name, but this takes longer.
      • As you enter more characters, you get fewer search results.
      • You cannot find a customer by entering the last name. To continue the example, you cannot find Bryan Stephens by entering Ste.
    • If you chose Search by Email, enter the exact email address. Partial entries are not allowed.
  3. 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 edit next to Customer Information. See Viewing and updating customer information.
    • Settings. Information about the payment plan, as collected on the Payment plan order details screen.


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