iVend eCommerce - Managing Orders

What is Order Processing and how are they managed?

Order processing is a set of back office tasks in iVend eCommerce that is performed by the administrator after an order is placed by the customer. These tasks include managing payments, shipments, refunds etc.  The system provides adequate interfaces for performing each task in the context of a placed order.

Note: To manage all orders, login as an administrator and click on Order >> View/Manage Orders menu. 

Managing Payments

Depending on the payment methods configured in the system and their individual transaction modes, it may be necessary to perform payment collections manually on new orders. The different payment collection options for a site administrator are described below:

Automated Payment Methods

If an order was created using a configured payment gateway (such as PayPal or Google Checkout), the payment can be collected through the site administrator interface by opening the order and clicking on the ‘Capture’ button.

Note: The application connects internally to the specific payment gateway and instructs it to transfer the authorized amount from the customer account to the merchant bank.

 

 

Check or Purchase Order

If an order was created using the check or purchase order payment option, then majority of order processing is handled outside of the system. Usually this entails offline activities or outside the purview of iVend eCommerce.

The customer only receives an email containing an order receipt is sent from the system.

Assuming that the payment has been received offline, the administrator can then click the ‘Capture’ button to indicate the completion of a payment collection cycle in the system.

 

Managing Shipping

Depending upon the shipping method, the carrier, tracking number and shipping date fields are entered. Click on the ‘Mark As Shipped’ button to complete the shipping process.

 

 

Note: If the order is set for ‘No Shipping Required’ option for items such as an email type Gift Card, you will need to clear the ‘New’ flag after the payment collection cycle is completed. When the ‘New’ flag is cleared, the orders no longer appear in the list of orders on this page.

 

Click on the ‘New’ flag to complete the logical shipping cycle for an order using a ‘No Shipping Required’ option.

 

Ad-hoc Transactions

 

Ad-hoc transactions allow you to make partial refunds, or add to the cost of an order. This is like an override mechanism for an administrator on the default system settings for order processing.

Note: The option is available only when the payment collection process is completed for the order i.e. 'Captured'.

 

To perform an ad-hoc transaction, click the ‘Create Ad-Hoc Charge/Refund’ button.

 

 

Fill in the required fields on the presented screen and then click on ‘Create New Order’.

 

 

Managing Cancellations

A customer order can be cancelled using one of the four methods:

  • Void - Only orders that have not been captured may be voided.If the payment method went through a live gateway, the software notifies the gateway to cancel the transaction. The 'New' flag is removed from the order.
  • Refund – Only orders that have been captured can be refunded.The payment gateway is notified to reverse the charges (if applicable), and the 'New' flag is removed from the order.
  • Force Refund – This option is used when it is not possible to either perform a void or a refund on an order. This option is often used for ‘paper’ payment methods such as checks and purchase orders.The force refund button ignores the payment method of the order as well as the payment gateway. The order is marked as refunded within the system only. If a payment gateway or other accounting package was used, the refund will need to be handled separately.
  • Force Void - This allows Pending orders to be voided. It can be accessed from the Admin site in the Order Page. The force void button ignores the payment method of the order and does not contact the gateway. The order is marked as voided within the software only. Once an order is force voided, the "New" flag on the order will be cleared. The Transaction State will be "Force Voided". The Voided On date will also be populated. The Void, Force Void, Refund and Force Refund buttons will no longer be visible. And it unwinds the transaction at the same time restores the inventory.
Citixsys Products: iVend eCommerce Citixsys Topics: FAQ Tags: order management
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