Back Office Order Management - View Orders (part 1)

    Introduction 

    The following guide will allow you to manage orders on Scalefast's Merchant Back Office. In part 1 of the View Orders guide you will learn about:

    1. Order page
    2. Order status
    3. Shipping and billing address

    View orders

    Select Orders > View Orders on the Main Menu

     

    There are different ways to look for an order, the most common ones being:

    • Search by order number (Order ID)
    • Search by customer email address

     

    If you have the order number, type it on the Order ID field at the top of the page.

    TIP: If you are already in an order page and you need to check another order, just double-click on the order ID in the URL address bar, paste the new order number and then click Enter:

     

    If the customer didn’t mention any order number when submitting a ticket, we can find it by searching for email address, typing the email in the corresponding search bar at the bottom of the page:

     

    When searching by email, we might get several orders in the result page. Choose the correct order according to what the customer said in the ticket, products mentioned, order date etc. A page like the one below will be displayed:

    Order Page

    We are now in the order page. In here, we can find a lot of useful information. At the very top of the page, we have the following:

    1. Order ID
    2. Date and time of the purchase
    3. Total amount of the invoice
    4. Order status: This status is very important because it tells us which the current situation of an order is. This will be covered further.
    5. Order status history: By clicking on it, we can quickly review a record of each phase of the order, see example:order, see example:       

     

    6. Changelog: Internal notes either left automatically by the system or – more importantly – the ones written by us whenever we modify an order, by giving a brief explanation (partial refund of xxxx item, cancellation because xxxxx)

    Just right below these buttons just mentioned, we have a few more:

    Send email: In here, we can find a few common templates that we can quickly send to a customer:

    Note: The correct language needs to be manually selected based on the customer's territory. If custom templates are needed, please contact your Account Manager.

     

    View invoice: By clicking here, we have access to the invoice. Once an order has been paid for, the invoice CANNOT be modified, nor the billing details. If no invoice is displayed, it means the order hasn’t been charged yet.

    Confirmation page: This button will be displayed if the products purchased are download games, as in here we can find the game instructions, activation keys (if applicable). We can send this link to customers who have requested it.

    TIP: We can “play around” a little with the invoice and confirmation page link. In these links, the words “invoice” and “download” respectively can be replaced by the word “email” if, for example, we need the order confirmation email. The three words are all replaceable among them: once modified and Enter is clicked,the desired document will be shown. See examples below:

     

    Flags: We can flag either an order and/or a customer account, reasons may vary. It could be a fraudulent account or we might flag an order to remind ourselves that we performed a one-time operation (an exception, a special discount, etc.) that cannot be repeated. 

    Order Status

    Before proceeding with the remaining information that can be found in the Order Page, let’s focus on the different main statuses of an order.

    INITIATED: An order might be “stuck” at initiated when an issue occurred while submitting a payment with PayPal (in most cases, this would be the reason). Customers might contact us saying that their payment went through but never received an order confirmation email. This status won’t change on its own, so we will have to intervene.

    • Received: Contact “Dev team” to change the order status (pre-order or validated)
    • Not received: Tell customer to place the order again and to check with their bank, as the payment never reached us. 

    PRE-ORDER: It’s an order placed prior the official release date of a product. Customers are not charged immediately, unless they decide to do so by clicking the “Debit Now” button. Their account will be debited a week or two before the release date and they will receive a reminder email about.

    A pre-order can be easily modified (shipping/billing address) or cancelled.

    VERIFICATION IN PROGRESS: We might incur in this status when an order requires manual verification because it doesn’t appear to be legit and the system detects some inconsistencies. Normally, our Payment & Fraud team oversees these orders - which are checked daily – and will either validate or cancel them.

    VALIDATED: An order is validated once the payment has been received correctly. From this point onward, the order will be processed by the system and there are restrictions to consider in case of cancellation or modification requests.

    ABANDONED/CANCELED: Both indicate that an order has been canceled, by either the customer (through the store, when applicable) or by the Merchant. 

    PENDING CANCELLATION: An order that customer tried to cancel from their store account, but the cancellation didn’t go through properly. We have two options: cancel it completely (a refund will be issued) or Rollback, that will allow us to undo the cancellation, in case customer did it by mistake:

    Shipping and Billing Address

    We can now continue to see the remaining information available in the order page.

    On the left-hand side, we can find a box that displays some general information about the customer. The unfold menu “Actions” will provide additional information (it will open in a separate tab).

        

    Right below this box, we find shipping and billing address:

    They don’t necessarily need to match. However, as previously said, the billing address cannot be modified once the order has been validated.

    We modify a shipping address (if applicable) by clicking on the “Edit” button. There are a few rules to keep in mind, see example below:

    • Address line 1 can contain a maximum of 25 In case of a long street name, we will try to use common abbreviations such as St. (street), Ave. (avenue) and so on.
    • Address line 2 is normally used to specify something additional, such as the house or apartment Must be a minimum of 5 characters. If a customer typed “101” only, for example, we would change it into “Apt. 101” or something similar, just to reach the minimum letters required.
    • Some customers will use their workplace as delivery address. If there is a company name, we will try to adjust it in address line 2 accordingly. If not possible, we could make it fit into the Name field.
    • Some customers outside the US territory will use forwarding companies. They might have a longer address that doesn’t fit. In such cases, and in general for all the long addresses, we advise to search them in Google Maps to make sure they are real locations, or simply contact the customer requesting a shorter version.