It is important that when you have received your shoppers orders that you subsequently maintain your order records. Your stock levels are maintained automatically by TecknaShop, but you must inform the system using the Order Administration functions when you have shipped your goods to your shoppers, as this is a physical process (unless you are using Click and Build's downloadable goods facility). By doing this, your shoppers are kept informed of their order status by means of product shipment emails, or by making enquiries themselves via the 'order enquiry' menu option in your store.
This area can be used for quick order enquiries, should your shoppers contact you with a query ahead of shipping. To query an order, simply enter the order number, WorldPay authorisation code or the Shopper's own reference. When using the shopper's own reference, the date range facility can also be used, as the reference could be identical across a number orders. To use the date facility check the Use Date box and select the date you want to start and finish the search from the drop down lists. The screen displayed after the Submit button is clicked, will then only display those order details.
To view multiple orders, select the appropriate range from the following choices:
(Optional) date range (today's date is the default, so it is easy to produce 'last x days' listings) in combination with any of the following.
All authorised orders, those awaiting shipment confirmation.
All completed orders, those whose shipment has been confirmed, but are not yet archived.
All orders, which lists all orders, regardless of status.
Disputed orders, those marked by you as 'Disputed'.
Refunded orders, those marked as refunded following a dispute, as an alternative to shipped.
Archived orders, those marked by you for dropping off the system.
The screen displayed after the Submit button is clicked, lists all orders falling into the range selected.
Multiple Order Query Results Page
This page displays the list of orders that have fallen into your search
query. The list contains the general order details for each of the orders
and enables you to change the status of each of them.
Order Details Page
This page is viewed by clicking the link shown next to an order listed
by the Database Query Results. The page displays information about your
shopper's details and their orders, the information includes:
General order details, which is the WorldPay Authorisation number, the shopper reference and the order status.
Shopper details, containing their name, address and email address. Operational Tip: The shopper's email address is hyper linked, and is provided for your convenience should the shoppers other contact details not be available.
Delivery address and recipient name, if different from the shopper details.
Item order details, which displays the item descriptions, quantity, the number of items shipped, unit cost, tax and shipping costs, total cost and shipping completion date.
On both query results page and the order details page you have the option, via check boxes, to complete any of the orders (i.e. mark as shipped). The query result page also gives you the additional option of confirming all the orders that are contained in the query at once.
On the order detail page, you can also mark orders as disputed, mark them as refunded or archive them (an archived order cannot be un-archived or changed and only archived orders can be deleted). Note: To refund an order you will need to enter your Customer Management System (CMS), find the order and specify that you wish to refund all or part of it (see CMS Guide). Only when an order has been refunded in your CMS should it then be marked as such within TecknaShop.
The order detail page also contains two input areas designed to retain comments against any of the orders, one is for internal comments and the other Shopper Visible Comments is displayed to your shopper when they are using the enquiry facility in the store.
Orders can be part completed (if multiples of the items have been ordered) by entering the number of items shipped in the shipped input box on the order details page. If all items have been shipped, either click the Complete checkbox on the query results page, or click the Complete Order and click the Update Order button on the order detail page.
When you have shipped (completed) your goods, TecknaShop can also send an email message confirming the shipment of the goods to the shoppers in question, while at the same time changing the status of the order(s) within your database.
Note: that the generation of the shopper notification of the shipping email is under your control by ticking the checkbox at the foot of the order detail page or by checking the Shipping Email box on the query results page.
The final option in this area concerns downloadable goods. You will notice a Download hyperlink will exist on its order details page, and will enable you to transfer to another screen in order to modify the time a 'virtual' download page can exist before it expires. This will commonly be used when a shopper contacts you to say that they have not been able to complete the download in the time set in Product Entry. Access by shoppers to the virtual page can also be withdrawn here by checking the Block Access box, if you suspect that unpaid access to this page is being made.
Operational Tip: You may wish to increase the download virtual page access time if calls from your shopper to request an increase the download time are frequent.
Finally, to keep the order database within reasonable size limits, the option to drop off archived orders (within a date range) is provided on the main order administration screen. When deleting, a confirm deletion checkbox is displayed in order to avoid accidental deletions. To delete the archive (within a date range), the box needs to be checked before the delete button becomes effective.
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