[intro] After completing this Guide, you’ll understand how to use the Orders Section on your EKM online shop.[/intro]

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Searching for Orders

To search for Orders, you can use the Search field at the top of the page. In terms of what can be recognised within the Search field, you can look for aspects of either your customer’s details or those of the order itself:

Customer details:

  • First Name
  • Last Name
  • Full Name (First + Last) 
  • Email,
  • Postcode,
  • Telephone,
  • Country.

Order details:

  • Order Notes;
  • Order ID.

You can also click Order Status and Payment Status and select from the drop-down menus to help you find a specific order:

Clicking the More Filters button allows you to select from a list of pre-determined filters. Simply select a filter, by clicking the relevant down-arrow and either ticking the box or completing the field and clicking the green Apply button in the bottom right-hand corner:

[tips]By default, the Orders page automatically displays all Order and Payment Statuses. If you choose a specific Order or Payment Statuses from the Order Status drop-down menu and want to return to displaying all statuses again, you simply clear the filters, which reverts to the default "Show All" Status. [/tips]

You can also set your orders to display in a specific way by clicking the Sort button on the far right-hand side:

Looking at a single Order

If you click on any existing order, you can see the contents. In the black Navigation Bar across the top, you’ll see three buttons:

View Orders - Clicking this will return you to the Orders Section.

View Customers - View Customers will allow you to see all of the customers who have purchased from your EKM online shop.

Add Customer - Clicking this button will allow you to add the customer from this specific order to your customer records. This Guide will take you through the appropriate steps.

The Header

Looking across the top of the page, you can see the buttons needed if you need to Print or Edit the existing order, Refund and Return Products to stock:

Print - Click this button to print this order. 

Edit - Clicking this button will allow you to edit the contents of this order. 

Return Products -Clicking this button will allow you to edit the contents of this order. 

Refund - Clicking this button will allow you to refund this order. 

More Actions - If you click More Actions, you’ll see a drop-down menu appear:

Copy - Clicking this button will allow you to copy this order and create a new version using the same customer’s details. 

Delete Order - For the unlikely occasion that you would need to delete an order, you can click this button. 

View Customer - Clicking this button will take you to the customer’s record on your EKM online shop. 

Visitor Stats - If you have installed the Web Statistics feature already on your EKM online shop, this button allows you to link directly with that feature. 

Block Visitor - If you have installed the Block Visitor feature already on your EKM online shop, this button allows you to link directly with that feature. 

Customer Details - On the left-hand side of the order, you’ll see the details that the customer added during the checkout process.

Clicking the customer’s name at the top of this element will redirect you to the customer’s details listed within the back end of your EKM online shop. Below this, you’ll see their email address and a copy symbol - click this if you wish to copy their email address to paste elsewhere. You’ll also see some text that indicates whether this particular customer has shopped at your EKM online shop before, or whether this is their first order with you. 

Below this, you’ll see fields for a Tracking number and the Billing Address. If the Billing Address differs from the Delivery Address, you’ll see it listed in this area.

Type

Across the top middle of the order, you’ll see the Type drop-down menu. This displays the Payment Method that was used to create the order:

Status

The Status drop-down menu displays the current status of the order. This can be amended to process the order:

[tips]Remember you can make Custom Order Statuses by following the steps in this Guide. [/tips]

Payment Status

This drop-down menu displays the Payment status of the order, and replaces the visual ‘traffic light’ graphic on the old version of the Orders section: 

Orders can be one of the following:

Paid - This order has been completely paid for. 

Awaiting Payment - This order is awaiting payment and could potentially be Abandoned. Read more about Abandoned Carts here. 

Payment Failed - During processing, the payment failed. This can be for a variety of reasons. If in doubt, contact the Customer Support Team with the order number and they will be able to investigate this for you. 

Partially Refunded - This order was partially refunded at some point. 

Refunded - This order has been completely refunded. 

Order Contents

In the centre of the page, you can see the order contents displayed. Here you’ll see a list of the products the customer has purchased, including their price, quantity and total:

Additional Checkout Information

If you have added any Additional Information Fields to your Checkout Flow, you’ll see these displayed beneath the contents of the order:

Payment

In this section, you’ll see totals for the order, including the amount of Tax paid, the charge and the name of the Delivery Method selected:

In the footer of the order, you’ll see an area that displays three tabs:

Order Notes 

Order Notes can be visible to this customer if you have opted for them to be visible on the Invoice:

Internal Notes 

Internal Notes are only visible to you and your staff and can be used to record information specific to that order:

Payment Gateway Response

On this tab, you’ll see the response from the Payment Gateway used to process the order:

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[contact] If you need our help with your EKM online shop, contact your Ecommerce Expert or the Customer Support Team, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions Board. If you have a non-account-specific question to ask the EKM Team, join us in the EKM Community. [/contact]