Working with Orders

Knowledgebase Articles: Working with Orders

When orders are received, the Order Confirmation email is sent directly to the email address specified in Email Notification Settings and the order is listed in the Manage Order section.

Note: a customer receives the Order Confirmation email as well (it is sent to the email address specified on the Billing Details page)

If you'd like more information about the email notification settings, including a how-to video then take a look at: Editing your Email Notification Settings in Swifty

To customise the wording one the Order Confirmation email itself, please refer to the following KB article: How to customise the Order Confirmation Email
 

To access Manage Orders:
1. Login to the PowaWEB Control Panel
2. Go to Sales > Manage Orders

Highlighting rules

 

Colour         Order Status
Green New
Red Cancelled
Grey Credit Notes
Black Any other status not mentioned above

 

Sorting/search rules

You can sort orders by Order NumberDateCustomer Name, Status and Total. Please click on the appropriate column heading to sort the orders ascending or descending. By default, orders are sorted by Date in descending order.

Using the Orders per Page drop down selection, you can display orders per page in multiples of: 10; 20; 30; 40; 50. Use the '<', '>', '<<' and '>>' links to navigate between order pages.

To find an order, you can search on:

  • Customer's First Name
  • Customer's Last Name
  • Customer's Full Name (First + Last Names)
  • Product SKU
  • Product Name
  • Transaction Ref
  • Order Number

How can I see the order details?

1. Select the order in the grid, double-click on it or click 'Edit Order'
2. The Edit Order dialog window is launched

When an order is received it is classified according to the 'transaction mode' of the purchase. The transaction mode assigned depends on the payment method used for the purchase.


Online Payment Method transaction modes:

PayPal transactions

  • Sale
    •  No Fraud settings are implemented and the payment is taken
      immediately
  • Authorisation
    • Fraud settings are implemented and the payment is accepted or rejected
      using the Accept/Reject Payment buttons

Barclaycard's ePDQ transactions

  • Authorisation
    •  If selected money is transferred from the customer's card to your account
  • Pre-authorisation
    • If selected money is reserved on the customer's card and payment should be explicitly accepted or rejected for each order. If no action is taken within the authorisation period then payment is rejected automatically and money is no longer reserved on the customer's card.

Orders received via an offline payment method always require 'Authorisation' to act as a prompt to ensure payment has been processed offline before goods are dispatched.

 

Payment Status

Description
On Hold
  • No payment has been taken                                                      
  • Set automatically by the system for Offline Payments
  • Set automatically by the system for PayPal Payment if Authorisation mode is enabled
  • Set automatically by the system for Barclaycard's ePDQ Payment if Pre-authorisation mode is enabled
  • When an order has payment status 'On Hold' it can be accepted or rejected
Captured
  • Set automatically by the system for ePDQ Payment if Authorisation mode is enabled
  • Set manually by the Shop Owner for Barclaycard's ePDQ Payment (Pre-authorisation mode) using the Accept Payment option
  • Set automatically by the system for Barclaycard's ePDQ Payment as result of Payment Status Update
  • Set automatically by the system for Barclaycard's ePDQ Credit Notes
  • When an order has payment status 'Captured' it can be rejected
Paid
  • Payment has been received for an order
  • This is set automatically by the system for PayPal Payment if Sales mode is enabled
  • Set manually by the Shop Owner for Offline Payments using the Accept Payment option
  • Set manually by the Shop Owner for PayPal Payment (Authorisation mode) using the Accept Payment option 
  • Set automatically by the system for Barclaycard's ePDQ Payment as result of Payment Status Update
  • When an order has payment status 'Paid' it can only be Refunded
Paid (Credit)
  • Set automatically by the system for PayPal Credit Notes
  • If an order has a status Paid (Credit) no further payment status update can take place
Refunded
  • Set automatically by the system when a full refund is issued, i.e. when the Issue Refund option is selected
  • Set automatically by the system for Barclaycard's ePDQ Payment as result of Payment Status Update
  • If an order has a status Refunded no further payment status update can take place
Rejected
  • Set automatically by the system if the payment was rejected by Fraud Protection Settings for PayPal Payment                                              
  • Set manually by the Shop Owner for Offline/Online Payments when the Reject Payment option is selected
  • If an order has a status Rejected no further payment status update can take place

 

Accepting/rejecting payments and issuing a full refund

To accept/reject a single payment or issue a refund either highlight the order in the grid and select corresponding option from 'Payment and Refund' 

OR

open the order in edit mode and select corresponding option from 'Payment and Refund' 

Note: such actions as Accept/Reject Payment and Issue Full Refund are triggered immediately, i.e. you don't have to click "Done" to enforce the selected action.

To accept/reject several payments or issue refunds, highlight these orders in the grid and select the corresponding option from 'Payment and Refund'. Please note, that if any of the selected payments cannot be accepted/rejected/refunded, an error message will be shown in the status bar above the orders grid

If you click on the Download Errors link, a .csv file with error reasons will be downloaded to your computer.

The Accept Payment option is active if an order has a payment status of On Hold. When a shop owner clicks Accept Payment, the order payment status changes to Paid for PayPal payments and to Captured for Barclaycard's ePDQ payments.

The Reject Payment option is active if an order has a payment status of On Hold or Captured. Clicking 'Reject Payment' marks the Order as Cancelled by changing the Payment Status property to Rejected and Order Status to Cancelled.

The Issue Refund option issues a full refund for an Order. This function is only available for orders with the payment status Paid. If an online payment method was used to pay for an order the payment is refunded to the Online Customer. For PayPal and Ukash payments this action changes the Payment Status to Refunded and Order Status to Cancelled and generates a Credit Note with Payment Status 'Paid (Credit)', for Barclaycard's ePDQ payments - changes the Payment Status to Captured and Order Status to Cancelled and generates a Credit Note with Payment Status 'Captured'.

The Credit Note contains a link to the original order against which it was generated. 


Changing order status

To change the status for a single order, either highlight the order in the grid and select the corresponding option from 'Change Order Status'



OR
 
open the order in edit mode, change the order status and click Done to save changes



To change the status for several orders, highlight these orders in the grid and select the corresponding option from 'Change Order Status'. Please note, if the status cannot be changed for any of the selected orders, an error message will be shown in the status bar above the orders grid.

If you click on the Download Errors link, a .csv file with error reasons will be downloaded to your computer.

 

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