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Managing Orders

TABLE OF CONTENTS


Introduction

Navigate to: OMS > Orders


Orders list is a centralized location from where admin users can view, search and filter orders, download invoices and manage Orders for all the Znode stores. This article provides information about how different elements from an Order can be managed and how it impacts other features.


Managing Orders From Admin Application

Navigate to: OMS > Orders > “View” Action


Admin users can view and manage various order-related details from the Manage Order screen.




Payment History Details

An additional section named “Payment History” is introduced under the Manage Order screen to track the invoice payments made against the specific order. (Applicable Only for Orders with Payment Type “Invoice Me” and “Purchase Order”)


Steps To Manage An Order


To manage an Order, admin users can follow the below steps:

  • Step 1: Click on the “View” icon from the Orders list screen

  • Step 2: Edit the required fields

  • Step 3: Click on the “Save” button. If due to any changes if the value of Order Total - Voucher Amount increases then follow the next step otherwise skip the next step. If the value of Order Total - Voucher Amount reduces then a refund gets initiated

  • Step 4: Select a payment method and make payments. The order saves with action confirmation


Details Of Different Order Management Features


General Sections


Store Order Information Section

This section displays the following fields/input areas:

  • Default Order Status

    • Allows users to select any of the following statuses for an Order:

      • Canceled

      • Failed

      • In Production

      • In Progress

      • Invoiced

      • Order Received

      • Pending Approval

      • Pending Payment

      • Sending

      • Shipped

      • Submitted

      • Waiting To Ship

    • If there is at least one Return associated with the order in an incomplete state, then admin users cannot change the status of the Order

    • When Order Status is selected as Cancelled, the required amount from the Order Total gets refunded. If at least one completed and approved Return is associated with the Order then Order Total - Handling Charges - Return Charges is considered as the final refunded amount, otherwise the complete Order Total is considered as the final refunded amount. Out of which Order Total - Handling Charges - Return Charges - Voucher Amount is refunded to the payment source or the Order Total - Voucher Amount respectively.

      Note: The Voucher Amount is not refunded manually in all the eligible vouchers associated with the Order, therefore the respective Vouchers need to be updated manually if needed.

    • When all line items of an Order are returned, then the Order Status gets changed to Cancelled

  • Job/Project Name

    • Allows users to specify/update the job/project name for the order

  • Converted To Order

    • The order number is hyperlinked, clicking on the hyperlink takes the user to the respective manage order screen in the next tab.

  • In Hands Date

    • Allows users to add/update the date by which the customer is expecting the order to be delivered

  • Shipping Constraints

    • Allows users to select/update how the customer wants all items from the order to be shipped

  • Shipping Type

    • Allows users to change the shipping method associated with the order

    • All the current common shipping methods associated with the Store and User Profile of the customer account appears here

    • If there is at least one Return associated with the order in an incomplete state, then admin users cannot change the Shipping Type

    • If the Shipping Type is changed, all the shipping discounts get removed from the Order and the shipping amounts for every line item and shipping promotions get recalculated based on current values saved against/for the Shipping Method

  • Tracking Number
    • Allows users to add the shipment tracking number associated with the order

Also, this section displays the following non-editable information:

  • Store Name

    • Indicates the Store’s Name in the heading of the section

  • Order Date

    • Indicates the order creation date and time

  • Order Number

    • Indicates the order number

  • Payment Method

    • Indicates the payment method used to make the last payments for the Order

  • Payment Status

    • Indicates the payment status

    • When an offline payment method is used, this field is editable

  • Credit Card Number

    • Indicates the card number of the card used to make the last payment for the Order

    • An empty value is displayed when a payment method that does not require the usage of a card is used to make the last payment

  • Transaction ID

    • Indicates the transaction ID provided by the payment gateway when online payments are made for the Order (if available)

    • An empty value is displayed when an offline payment method is used to make the last payment

  • Tax Transaction Number

  • Purchase Order Number

  • External ID

    • Indicates the ID used to associate Order with the external application (if available)


Customer Information Section

This section displays the following details/fields/input areas:

  • Customer details (like Customer Name, Email Address, and Phone Number)

    • The information displayed for Customer Name, Email Address, and Phone Number never gets changed after an order is placed, even if the changes are made to the User account from the Manage User screen

  • Billing Address

    • Allows users to edit/change the billing address

  • Shipping Address

    • Allows users to edit/change the shipping address

    • When Shipping Address - zip code is changed, all the shipping discounts get removed from the Order and the shipping amounts for every line item and shipping promotions get recalculated based on current values saved against the shipping method


Products Ordered Section

This section displays the following details/fields/input areas

  • Line Item details

    • Any changes made to existing products from the Edit Product screen do not reflect in Order
      Note: No changes should be made to Order if the line item is inactive.

    • Any changes made to product prices or pricelist do not reflect in Order

    • Line Item Status

      • Allows users to select a line item status and update the line item shipping amount

    • Line Item Shipping

      • Allows users to update the line item shipping amount

      • If Order Status is any of the following, then admin users cannot edit the line item shipping amount

        • Canceled

        • In Production

        • In Progress

        • Invoiced

        • Order Received

        • Pending Payment

        • Sending

        • Waiting To Ship

      • If the line item status is Failed or Shipped, then admin users cannot edit the line item shipping amount

      • If the line item shipping amount is changed, all the shipping discounts get removed from the Order. Also, if after users try to apply a shipping discount, it gets applied on the latest available amounts if eligible based on current values saved against the discount

    • Line Item Quantity

      • If line item status is selected as Shipped, the line item quantity input gets enabled so that admin users can enter the quantities that are shipped

      • If line items are split shipped, line item shipping and shipping discount is split for the shipped and non-shipped quantities. Also, no Handling Charges are additionally applied to split shipped items

  • Coupon Code

    • Allows users to view existing applied coupons and apply new  coupons to the Order

    • Any changes made to applied coupons from Edit Promotions & Coupons screen do not reflect in the Order

    • Current criteria are followed to check the eligibility of coupons when a new coupon is applied

    • Same coupons cannot be applied more than once

  • Voucher

    • Allows users to view existing applied vouchers and apply new vouchers to the Order. After a voucher is applied, users can remove the voucher until the order is saved. When a new voucher is applied, the sequence in which the voucher is applied is considered
      Note: The sequence of voucher applications for Create Order and Manage Order workflow is different

    • Any changes made to existing vouchers from the Edit Voucher screen do not reflect in Order

    • Current criteria are followed to check the eligibility of vouchers when a new voucher is applied

    • Same vouchers cannot be applied more than once

    • The value of Voucher Amount cannot be increased automatically but can reduce if the value of Order Total - Return Charges are reduced and is less than Voucher Amount

Limitation: Even Voucher Amount is reduced the same is not reflected in the applied Vouchers displayed below the Voucher input field

  • Tax Exemption

    • Allows users to exempt Tax from the Order. This makes the Tax amount $0 in Znode and accordingly required amount is refunded.

  • Order Summary

    • Allows users to view the following information calculated for the line items available in the Order:

      • Subtotal

      • Shipping

      • Handling Charges

      • Tax

      • Discount (on Subtotal)

      • CSR Discount

      • Shipping Discount

      • Return Charges

      • Order Total

      • Voucher Amount

      • Amount Paid

    • Admin users can add/update the CSR discount from this section. When a CSR discount is applied/removed/updated, the discount distribution flow is followed to calculate the distributed discount amount for the line items.

    • If due to any changes, the value of Order Total - Voucher Amount increases, then the difference in the payment amount is requested, otherwise refunded

    • Taxes are always calculated in real-time, depending on the tax settings saved against the order, but using the same Tax Rate that was used when Order was created, when 

      • Discounts (promotion/coupon/CSR discount) are applied

      • Voucher is applied

      • Shipping Type is changed

      • Shipping Address - zipcode is changed

      • Shipping amount is changed


If there is at least one Return associated with the order in an incomplete state, then admin users cannot add/update anything from this section


Order History Section


This section displays logs of all the changes made by admin users for the Order, and also the notes submitted by admin users and customers. Also, allows users to submit Order Notes.


Cancel Order


This button sets the Order Status as Cancelled and all the cases that are followed when Order Status is manually selected as Cancelled gets followed


Refund Order


Refunds get initiated from the Manage Order screen when

  • Order is manually canceled

  • The value of Order Total - Voucher Amount is decreased due to

    • Applying Voucher 

    • Applying Discount (Coupon/Promotion)

    • Applying CSR discounts

    • Updating Shipping Type

    • Updating Shipping Address - zipcode

    • Updating Shipping Price

  • The value of the Voucher Amount is reduced


The difference between old and new Order Total - Voucher Amount gets sent to the source automatically if an online payment method is used for making payments. Also, the difference of amounts between old and new Voucher Amounts is not refunded automatically in all vouchers, this has to be manually done by admin users if needed.


New Payments For Order


New Payments get requested from the Manage Order screen when the value of Order Total - Voucher Amount is increased due to 

  • Applying Voucher

  • Applying Discount (Coupon/Promotion)

  • Applying CSR discounts

  • Updating Shipping Type

  • Updating Shipping Address - zipcode

  • Updating Shipping Price


When different payment methods are used during Create and Manage workflow, then for the above scenario, the payments taken from the initial payment method will be completely refunded and a new payment will be requested from the recently used payment method.


Resend Confirmation Email


This button allows users to send the Order receipt with the latest changes to the customer.


Capture Payment


This button allows users to capture payments for the Order in a scenario when it is not captured.


Print


This button allows users to print the Order receipt.


Save


This button allows users to permanently save all the changes to the Order.


Back


This button takes the users to the Orders list page.


Order Notification Alert For Admin Users

Znode stores allows admin users to configure if order notifications should be sent over a specific amount, to a specified email address, as orders are placed or for all orders.

For e.g. Admin users can configure $1,000 if they want all orders that are greater than $1,000 in total amount to be emailed.

Reorder From Admin Application

Navigate to: OMS > Orders > “Reorder” Action


Administrators can reorder the previously ordered products from the Manage Order screen.


Steps to reorder


Step 1- Clicking on reorder action 


Step 2- Clicking on reorder action the user is redirected to the Create Order -> Cart & Shipping Page 


Step 3- The administrator need to manually select other details available on the create order screen


Note - 

  1. All the products that are available in the order will be added to the Cart with prefilled quantity (as per the order details)

  2. All the details on Customer section will have the prefilled details which gets fetched and displayed from the user account for which the reorder is being created  (Customer tab will be skipped and the user will be redirected to the Cart-Shipping page)

  3. The user details are fetched at the time of recording the order. If there are any changes in the User Name, email address, phone number, shipping and billing address are reflected in the prefilled details (Updated/latest user details will be fetched and displayed in the Customer tab section)

  4. Administrators have the ability to edit the prefilled details available but for doing the same, administrators need to click on the “Customer” tab, and only then details can be viewed.

  5. Clicking on reorder action adds all the products in the cart that were previously ordered(if all the products are available). If the administrator wants to make any changes to the order i.e removing any product or changing the quantity of the products, it can be changed from the Cart and Shipping tab.


Modifications In Manage Order Workflow From Znode 9.7 and future Releases

  1. The total of the following fields gets displayed in the summary:

    1. Subtotal

      1. This is the sum of line item total amounts

    2. Shipping

      1. This is the sum of line item shipping amounts

    3. Handling Charges

      1. This is the charge associated with the selected shipping method and is calculated for the entire order and not for every line items

    4. Import (Visible only when Avalara tax is associated to the particular store)

      1. This is the sum of Import amounts calculated on the line item total.

    5. Tax

      1. This is the sum of tax amounts calculated on line item total and line item shipping total. 

      2. The tax amount is calculated based on the input saved against the following admin settings:

        1. Include Shipping In Taxes

        2. Calculate Tax On Discounted Amount

    6. Discount (on Subtotal)

      1. This is the sum of all line items and order discounts

      2. The discount is applicable and the discount amount is calculated based on the input saved against the following admin settings:

        1. Is Allowed With Other Coupons

        2. Allow Promotion And Coupon Together

        3. Promotions With Exceptions

    7. CSR Discount

    8. Shipping Discount

      1. This is the sum of all shipping discounts

      2. The discount is applicable and the discount amount is calculated based on the input saved against the following admin settings:

        1. Is Allowed With Other Coupons

        2. Allow Promotion And Coupon Together

        3. Promotions With Exceptions

    9. Return Charges

      1. This is the sum of all the non-refunded shipping and tax calculated on shipping amounts from all the approved Returns associated with the Order

    10. Order Total

      1. This is calculated using this formula: Subtotal + Shipping + Handling Charges + Tax - Discount (on Subtotal) - CSR Discount - Shipping Discount + Return Charges
        Note: This formula is different for creating order workflow

    11. Voucher Amount

      1. This is the sum of all voucher amounts applied to the Order

    12. Amount To Be Paid

      1. This is the difference between Order Total and Voucher Amount that is taken from the user

  2. The following shipping related information gets displayed and saved separately for all the Order screens in admin and web store:

    1. Shipping

    2. Handling Charges

    3. Shipping Discount

  3. Once an order is placed the following additional information gets saved along with the Order so that the same values (and not the current values) can be used while managing the Order, or creating or managing a Return:-

    1. Line item wise Unit Price

    2. Line item wise included quantities of child products for every bundle product

    3. Line item wise value of “Out Of Stock Options” setting

    4. Line item wise shipping amount

    5. Line item wise tax amount

    6. Line item wise Import amount

    7. Line item wise tax rate (only if the custom tax is used)

    8. Line item wise sum of all line item discount amount

    9. Line item wise line item discount for every applied discount

    10. Line item wise order discount amount for every applied discount

    11. Line item wise CSR discount amount for every applied discount

    12. Line item wise sum of all line item shipping discount amount

    13. Line item wise shipping discount amount for every applied discount
      Note: This is available from Znode 9.7.1

    14. Order wise value of “Calculate Tax On The Discounted Price” setting

    15. Order wise value of “Include Shipping In Taxes” setting

    16. Order wise handling charges

    17. Order wise voucher amount for every applied voucher

    18. Line item and Order wise applied Discount Types

  4. Admin users cannot make any changes to the following Order unless all the Returns associated with the Order are complete i.e. has any one of the following statuses- Approved or Return Processed or Rejected:

    1. Order Status

    2. Shipping Type

    3. Shipping Address - zipcode

    4. Coupon

    5. Voucher

    6. Tax Exemption

    7. CSR Discount

    8. Line Item Status

  5. Shipping

    1. If the line item status is Failed or Shipped, then admin users cannot edit the line item shipping amount

    2. If line item status is selected as Shipped, the line item quantity input gets enabled so that admin users can enter the quantities that are shipped. Product level Ship Separately setting is removed. Admin users can ship any line item from any order separately. Also, irrespective of product is shipped separately or together, still, the handling charges be still applicable on the entire order

    3. If line items are split shipped, line item shipping and shipping discount is split for the shipped and non-shipped quantities. Also, no Handling Charges are additionally applied to split shipped items

    4. If line item shipping amount  or Shipping Type or Shipping Address - zip code is changed, all the shipping discounts get removed from the Order and the shipping amounts for every line item and shipping promotions get recalculated based on real-time values saved against the Shipping Method

  6. Taxes

    1. Taxes are always calculated in real-time, depending on the tax settings saved against the order, the same Tax Rate will be used when

      1. Discounts (promotion/coupon/CSR discount) are applied

      2. Voucher is applied

      3. Shipping Type is changed

      4. Shipping Address - zipcode is changed

      5. The shipping amount is changed

    2. Tax Rate for custom Tax service is saved along with the Order
      Note : 

      1. Avalara settings in Znode

        1. Price Is Inclusive Of Tax setting is Yes and Tax Exemption setting (User Profile and/or Manage Order) is ON Znode will not be performing any further calculations Amount/Percent Off Displayed Product Price discount value is sent to Avalara irrespective of whether the discount setting is applicable or not since the Amount/Percent Off Displayed Product Price type of promotion does not actually behave like a discount and the discounted value is directly applicable on PLP and PDP.

        2. Irrespective of the value of ‘This company is the importer of records’ set in the avalara account i.e. Checked/True or Unchecked/False, the Tax/VAT and Import duty(If applicable) for the order is calculated against the country mentioned in the shipping address.

          1. When "This company is the importer of Records" is checked in Avalara.

            1. When such order is managed through the admin application, the value for the ‘This company is the importer of records’ setting is also sent to Avalara, and based upon the same the tax calculations will be calculated.

          2. When"This company is the importer of Records" is checked at the time of placing an order and later it is unchecked in Avalara

            1. When such order is managed, the calculations for the Tax/VAT and Import Duty is done based upon the ‘This company is the importer of records’ setting value stored in the Znode at the time of placing the order and the current status of the setting on Avalara account will be ignored.
              Note - All the calculations are according to the Tax/VAT and Import Duty rates based upon the order date and time of placing the order

      2. Handling older orders

        1. This setting  ‘This company is the importer of records ’  was not introduced in the earlier version (before 9.7.3) related to Avalara. Thus, there will be no value stored for ‘This company is the importer of records’ set against the older orders.

          1. For such orders, the value will be considered "null". 

          2. When such orders are managed the system will send some order-related information such as order number and order date to check for the value of the ‘This company is the importer of records ’ flag when this order was placed to Avalara based on the shipping country and accordingly will update the value of this flag for the respective order.

          3. Based on the current status of the flag calculations will be done

          4. Once these old orders have the updated status for the ‘This company is the importer of records’ flag, and then when they are managed, from that point the calculations will work as per the newly implemented feature.

  7. Import

    1. Imports are always calculated in real-time, depending on the tax settings saved against the order.

      1. If the shipping address is changed from one country to another then only the import duty calculations changes

  8. Vouchers

    1. The Voucher Amount does not get subtracted from Order Total since it is considered a payment method

    2. The value of the Voucher Amount cannot be increased automatically but can reduce if the value of Order Total - Return Charges are reduced and is less than Voucher Amount

    3. Even Voucher Amount is reduced the same is not reflected in the applied Vouchers displayed below the Voucher input field

  9. Refunds

    1. If the Order status is manually selected as Cancelled, the required amount from the Order Total gets refunded. If at least one completed and approved Return is associated with the Order then Order Total - Handling Charges - Return Charges are refunded, otherwise the complete Order Total is refunded

    2. If the Order status is selected Cancelled since all line items of Order are refunded then Refund if needed is only initiated from the Manage Return screen

    3. The Return Charges can never be refunded

    4. The voucher Amount is refunded conceptually, but admin users require to manually update the Vouchers to indicate the refunded amount

  10. The following are not supported:

    1. Increasing/decreasing the line item quantity

    2. Deleting a line item

    3. Handling Charges application at a line item level

    4. Removing Vouchers from Order

    5. Automatic refunds for vouchers




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Managing Orders