This is most commonly referred to simply as the "order details" view. This view allows you to see the overall details of what's happened to an order over time. It's most often your first stop when you're performing any kind of customer service tasks for a customer. You'll be able to see their order, notes, and it will also lead you to being able to process its payment and shipping.
The following prerequisites will be necessary to accomplish the goals of this article:
- Have access to your Hotcakes store administration
- Have at least one order placed to manage
- Have an understanding of the order manager
There are no prerequisites to follow along with this article.
Order Details: Main View
You most likely will get to this view through the order manager, or by clicking a link in the administrative order receipt e-mail. Once you are on the order details view, you'll see some administrative options in the left panel, shown below.
The left panel begins with some navigation, similar to what you've seen in other areas of the e-commerce administration. The first menu item is highlighted, as it's where you currently are. You also have the ability to edit the order, or process/review payments and shipping.
|Clicking this button will allow you to print the order details. This is useful for printing receipts and for your warehouse pickers.|
|Options||When you click this button, instead of simply printing the order, you're first given the option to choose which e-mail template you're wishing to use for the printed order.|
|Close||This button will return you to the order manager.|
|Payment Information||The payment information section helps you to see what payment method was used. You can also determine how much money was authorized, charged, and refunded so far. Most times though, you'll likely be looking at the amount due, as this will be the value you will most often use when capturing payments.|
|Codes Used||If your customer entered any coupon codes at all, they'll be listed here, unless the code was deleted before checkout out. This helps you to identify which codes were attempted to be used.|
|Delete Order||This button does exactly what it sounds like. You can permanently delete an order from your store. When you choose to do this, you may be prompted first to perform additional actions. If the order has any payments captured, you'll be asked if you first want to perform a refund. If any of the line items are actively using inventory, you'll be prompted to potentially replenish the inventory.|
The actual order details are found in the right panel, and it might be a bit overwhelming if you've never managed orders before. There's a lot of information to take in, and there's a lot of functionality that may easily be missed if it's not pointed out to you. We'll walk through each section below, starting from the top.
The header area only contains a few elements. First, you'll see the number assigned to the order, the order number. Next, you'll see the date/time stamp of when the order was placed. Finally, the fraud score will be displayed.
At all times, you'll see the various states and status of the order here.
The first and second text labels are static and represent payments and shipping status, respectively.
The drop down list allows you to initially see the status of the order itself, but you can instantly change the status at anytime that you wish by simply choosing another status. Changing the status is not generally suggested, as the system will automatically change the status for you, based upon the steps that are taken by you and your customers.
The address information section is quite simple. You'll see the billing and shipping address that the customer entered during the checkout process. If your order only has non-shipping products, then the shipping address will have a label stating so, instead of an address.
The next section allows you to see all of the line items (products) that were purchased. You'll see a single line items in the grid for each product.
|SKU||This is a clickable value that shows you the public ID number of the product. If you click this link, you'll be taken to the product details here in the administration area.|
|Item||This is the name of the product, as it was when purchased.|
|Shipping||If this is a shippable product, you'll see the name of the shipping method that was selected by the customer during checkout.|
|Price||The price of the product when it was added to the cart is shown here. In some cases, you make see a discounted value here. An example of this would include when you have a promotion on the item.|
|Qty||This is the number of products being purchased for this line item.|
|Total||This column represents the price of the product multiplied by the quantity.|
Just below the line items grid, you'll find notes from the customer. That is, they entered any instructions while checking out.
THis is the same summary that you're used to looking at in checkout, order history, and receipts. This will show the subtotal, shipping, taxes, grand total, as well as any promotions if the order qualified for any.
If you want to resend an e-mail to your team, your customer, or the drop shippers, you'll want to use this feature. It will be populated with the e-mail templates for each of those purposes, and will also have any custom e-mail templates you might have added.
Simply choose the e-mail you want to send, and then click the "E-Mail" button to send it to the intended recipients.
Private notes will contain something of an audit trail that helps you to understand what's happened to the order over time. This also allows you and your team to communicate with each other. For example, you might add notes about having had a phone call from the customer with a special request. You can log that for other customer service representatives to see later. Anything you put into private notes will not be seen by the customer.
Public notes are very similar to private notes, only the customer will see these notes. This is a useful feature to communicate with your customer. For example, you might proactively log the results of a phone call you've had with them, or any other details. When you add a new public note, your customer will not automatically be notified. You'll want to use the e-mail feature above to notify the customer of your new note.