View Orders

Learning Objective

After reading this guide you should have a better understanding of:

• The purpose of the View Order section in the Visualsoft Admin

• How to update orders on an individual basis

• How to update orders in bulk via the Visualsoft Admin

• Understand the information stored within an order

Contents

Training Video

Written Guide

What is the view order section

The view order section of the Visualsoft Admin will allow you to view and manage all the orders you have received. You will not only be shown the orders you need to action, but you can also view all the completed and failed orders too.

The main purpose of this section is to process your orders and move them from being received to dispatched and this guide will guide you through that.

Navigating the View Order section

To navigate to the View Order section, you will need to go to Orders on the left-hand side, followed by View Orders

Open

Once you are in this section, you will notice that there is a filter already applied to show you only the orders that you need to action. These are your orders that have been placed but are yet to be dispatched. You are able to remove this filter so you can view all the orders and apply your own filters. These are located on the left-hand side of the page.

Viewing an order

Overview Tab

To access each order individually you can click on the WEB reference number on the left or the edit button on the right. When you click into an order you will be able to see all the details of the order, including the customer's name, address and the items purchased.

At the bottom of the screen you can click on the buttons which will allow you to complete the following actions: -

Update Order - This will save any new information you have added to the order such as a change in order status. It will not update the customers on any changes

Update Order & Email the customer - This will save any new information and email the customer with the appropriate email that matches up with the order status

Edit Order - You may want to do this if a customer calls and wants to make changes to the order, such as adding products, quantities or even delivery address. If you have added any products to an order, you will also be able to take an additional payment under the payment tab

Cancel Order - This will allow you to cancel an order you’re creating or viewing if you no longer need to process it

Resend Order Confirmation – This will send out the original order confirmation email that customers receive immediately after making a purchase on the website

Mark As Fraud - Click this button to mark an order as fraudulent

Open

Fraud Check

The fraud check screen comprises of checks that the VS system makes in order to alert you to anything suspicious. Your payment gateway, however, will determine the authenticity of orders. This section operates on a traffic light system. There is also an area for you to add notes which will appear just above the fraud notes box once updated. Should you add any notes to the fraud section of an order, click to Submit Notes and then to Update Order. This will save the addition you have made and not send an email to the customer.

This also includes the Visualsoft Platform. This is a sharing tool between all users of our platform where if another client has marked an order as fraudulent using the red Mark As Fraud button, should any of the information from that marked order match an order which comes into your admin, this will flag to you. This will show as a red bar across the top of the page stating how many times the customer has been marked as fraudulent. There will also be a red marker next to the Visualsoft Platform in the Fraud Check column 

Download Invoice

This will allow you to open or save a PDF of the invoice

Transactions

Here you can view any transactions that have been made (or attempted to be made) against the order. If your payment gateway allows, you can also perform refund transactions here too

Open

Status History

The status history section details information relating to any changes to the order. Comments can be entered for either admin purposes or to communicate with customers with information relating to their orders. The comment type box allows you to select whether it’s a customer note or an admin note. All notes are recorded above along with the staff members’ login who added the comment

Any comments that have been added for the customer to see will be automatically included in the email of Order Dispatched that is sent to customers. Customers will be able to view these comments on any automated email that is sent which includes the [STATUS_COMMENTS] text in the body of the email. This instructs the admin to pull in relevant and personalised content for the recipient. 

Open

Previous Orders

This section allows you to see all of the previous customer orders if they have made any. You can click View on the right-hand side to access the order

Managing Orders in Bulk 

The main orders screen allows you to perform actions in bulk. You can click Select All or manually tick the checkboxes to the left of each order number. Use the With Selected drop-down box to select from many actions including Mark as Order Dispatched or Print Invoices

Open

Managing Orders individually 

You are also able to update orders on an individual basis. You will need to enter the order via the WEB reference of the edit button, from there you will be able to change the Status of the order and add a tracking reference if known. This will trigger the automated email connected to this order status once the order is saved with the option Update order & email customer.

Summary

Now you have completed this guide, you should now have an understanding of the purpose of the View Order section of the Visualsoft Admin and have a basic understanding of how to process orders through the platform.

Frequently Asked Questions

Further Reading