Managing your orders
To manage all orders that have been placed (either manually or on the website) selectfrom the menu.
Searching and filtering orders
You can search your orders in a number of different ways. By default, when the page loads, only unarchived orders can be seen. This can be changed by using the drop down menu at the top right of the page, as shown below:
To search your orders by customer name, email, postcode or reference, type your search term into the ‘Search Your Orders’ box:
To filter your orders by what product has been ordered enter the SKU number, product name or the brand into the ‘Filter Your Orders’ box:
If you are looking to filter your orders by:
• billing country
• delivery country
• payment method
• order status
• a range of delivery dates
• custom fields that you have created for orders,
select the More Filters button and these options will be made available to you:
Custom fields created using the ‘Product List’ or ‘Value List’ types will not be eligible to use as filters.
In the pop-up window you can also select a number of different filters at once, as shown in this example:
To archive or unarchive an order select or deselect the tick box underneath 'Archive' on the order:
If an order appears with a green (T) next to the name this means the order has come from a trade account, as in this example:
Viewing an order
To view a specific order click either on the ID number, the date, the customer name or the View button. This will display a page with all of the information about the customer and their order.
The first section allows you to edit their details, re-send their order confirmation or anonymise their order. If you do choose to make all of the data for any order anonymous it is an irreversible process.
Clicking on the customer’s name opens a new window with a customer record. Selecting View Orders opens a new window showing you the orders they have placed:
The next section, ‘Products Ordered,’ shows you all of the information about their order, including what products they’ve ordered, if they had any discount and what their chosen delivery method is:
In the 'Order Management' section you can:
• Make the order 'Active' or 'Archived'
• Change the status of the order
• Select whether or not to send an email to the customer about a change to the order status
• Apply a tracking URL to the order for the customer to be able to use
Remember to save any changes you make.
View and customise order status email for individual orders
You can change the default content of all of the emails that are sent about an updated order status by editing your order status emails in settings. Additionally, you can preview and edit the content for an order status change for a specific order when editing the order. This way you can cater the email to the specific customer that the order is for.
To allow for previewing and editing of order status emails from within individual orders you will need to enable the setting by navigating to the 'Your Orders' page by selectingfrom the menu.
On the 'Your Orders' page select Settings in the top right corner:
In the pop-up box that appears place a tick in the box next to 'Yes' under 'Customise order status emails before they are sent to the customer':
Then select save changes.
Once you have enabled the setting, when you are managing a specific order and you select to change the order status and also to send an auto-email to the customer about the change, the content of the email will appear for you to be able to preview and edit:
If you have enabled HTML emails you will also see a content box to edit the HTML version.
If you have enabled HTML emails you should make any edits to the order status email content box which displays the HTML content. Changes made in the 'plain text' section won't appear in the email which is sent to the customer.
Additionally, when you have enabled to customise order status emails from within the order management page, you will be able to view the content of what was said in sent order status email updates by selecting to view the email in the 'Order Comments' section:
If you need to make a note of a refund for an order you can do so in the 'Refunds' section. However, this does not process the refund for you; you would need to do that through your payment gateway account.
Enter the refund amount and a comment (for internal use) about why you are issuing the refund and then click add refund:
The final section on your customer’s page is a comments section. Here you can add any comments about the order. Write whatever comments you need to make in the ‘Add A New Comment’ box and select add comment.
In this section you can also see any order status updates that you have made for the order:
If you want to print or download a specific order, use the Print and Download buttons in the top right of the screen for the order:
The Print button will open a PDF document for you to print. Click here to learn how to customise the contents of the PDF.
The Download button will download a CSV file to your computer's hard drive. The format and layout of the file cannot be changed prior to download.