Sitecore Experience Commerce

Work with orders

Abstract

How to manage orders using the Business Tools including searching for orders, viewing the order status, putting an order on hold, voiding and refunding payment, committing an order, and requesting a Return Merchandise Authorization for an order.

The Sitecore Commerce Business Tools enable a customer service representative (CSR) or customer service representative administrator to manage customer orders. The Orders dashboard shows the total number of orders in the system and their status.

The Business Tools search feature allows you to search for a list of orders or a specific order using the Orders dashboard. You can use any of the following order properties as your search term:

  • Order confirmation number (to find a specific order)

  • Order status

  • Customer email address (to list all orders associated with the email address)

  • Customer ID

To search for an order:

  1. In Business Tools, in the left pane, click Orders.

  2. On the Orders dashboard, in the Search section, in the Term field, enter the term you want to search for.

  3. Optionally, in the Filter field, enter another order property value to refine your search.

  4. Press Enter to initiate the search.

You can view a list of all orders or list orders based on their status.

To view a list of orders with a specific status, for example all completed orders:

  1. In Business Tools, in the left pane, click Orders.

  2. On the Orders dashboard, in the Orders section, click the drop-down menu and click Completed. A list of all completed orders displays.

    Alternatively, you can display all orders or you can filter the list of orders to display by selecting any other status.

The list of orders placed from the SXA Storefront provides the following information:

  • Confirmation: the confirmation number of the order.

  • Status: the status of the order.

  • Created: the date and time at which the order was created.

  • Shop: the storefront website where the order was created.

  • Customer: the identification of the customer that placed the order.

  • Email: the email that the customer provided during checkout.

  • Currency: the currency in which the order was placed.

  • Language: the language that the customer selected (using the storefront language selector) to interact with the storefront to place the order. This information is useful in cases where there is a need to communicate with the a customer who placed the order.

Following is an example of a list of completed orders.

BIzFx_Orders_Completed.png

Note

In the above example, the Language column shows, for each completed order, the language that the customer selected to interact with the storefront and to place their order. In the example, the list shows that customers completed orders by interacting with the Storefront using English (en-US), German (de-DE) and Japanese (ja-JP). All orders were placed using the USD currency.

The language selector on the Storefront does not affect the site currency.

You can only put pending orders on hold.

To put an order on hold:

  1. In Business Tools, in the left pane, click Orders.

  2. On the Orders dashboard, in the Orders section, click Pending from the drop-down menu to list all pending orders. Alternatively, you can search by order confirmation number, instead of viewing all orders with a status of Pending.

  3. On the Pending orders details page, click the confirmation number of the order you want to put on hold.

  4. In the Summary section of the order details page, click Hold Order from the drop-down menu.

Only orders that have a status of Pending or  On hold can be cancelled. To cancel an order:

  1. In Business Tools, in the left pane, click Orders.

  2. On the Orders dashboard, in the Orders section, click On Hold on the drop-down menu. You can also search by order confirmation number, instead of viewing all orders with a status of On Hold.

  3. On the On Hold details page, click the confirmation number of the order you want to put on hold.

  4. In the Summary section of the order details page, click Cancel Order on the drop-down menu.

You can void and refund the payment on orders with a status of On Hold, or refund the payment for a completed order.

  1. In Business Tools, in the left pane, click Orders.

  2. Find the order.

  3. In the Payments section of an order details page, click Voids a payment.

  4. In the Void window, click the check mark to confirm that you want to void the payment.

  5. Return to the Payments section of the order details page and click Refunds a payment.

To commit changes, undo changes, or cancel the hold on an order:

  1. In Business Tools, in the left pane, click Orders.

  2. Find the order.

  3. In the Summary section of an order details page, in the drop-down menu, click Commit On-Hold Order, Undo Changes, or Cancel Hold.

Note

When you undo changes to an order, the order remains on hold.

When you cancel the hold on an order or commit the changes made to an order, the order returns to the pending status.

To set the fulfillment on an order:

  1. In Business Tools, in the left pane, click Orders.

  2. Find the order.

  3. In the order details page, in the Summary section, click Set Fulfillment from the drop-down menu.

  4. In the Set Fulfillment window, choose Select delivery options by item or Ship items from the drop-down menu.

  5. In the Set Fulfillment window, choose a country from the drop-down list.

  6. In the Set Fulfillment window, enter the state, the first and last names of the customer, the address name, city, and the ZIP or postal code. The phone number is optional.

  7. In the Set Fulfillment window, click the fulfillment option name from the drop-down list.

To edit or delete an item on an order:

  1. In Business Tools, in the left pane, click Orders.

  2. Find the order.

  3. In the orders detail page, in the Line Items section, click the item you want to edit or delete.

  4. Select Edit or Delete from the drop-down menu.

    • If you select Edit, enter the new quantity of the item.

    • If you select Delete, confirm the deletion.

To add an item to an order:

  1. In Business Tools, in the left pane, click Orders.

  2. Find the order.

  3. In the Line Items section of an order details page, click Add from the drop-down menu.

  4. In the Add window, enter the item ID and quantity. The required format for the item ID is catalogID|productID|variantID. If the item does not have a variant, the required format of the ID is catalogID|productID|.

When items have been added to an order, an additional payment must be added. To add an additional payment to an order:

Note

When you add an additional payment to an order, the amount you add must be the full payment that matches the grand total of the order.

  1. In Business Tools, in the left pane, click Orders.

  2. Find the order.

  3. In the Payments section of an order details page, click +.

  4. In the Add window, select the payment type to apply from the drop-down list and click the check mark.

    • If you chose Federated, the Add window will now have a PayPal button, or fields for Card Number, Expiration Date, Amount, and Country.

    • If you click PayPal, a PayPal checkout window will open.

    • If you enter the information for a credit card, the Add field will now have an Option button to validate the credit card information.

    • If you chose Gift Card, the Add window will now have fields for the gift card code and the amount.

  5. In the Add window, enter the payment amount and customer details.

To request an RMA for an order:

  1. In Business Tools, in the left pane, click Orders.

  2. On the Orders dashboard, in the Search section, enter the confirmation number of the order that contains the item a customer has requested to return.

  3. In the Line Items section of the order details page, select the requested sellable item, and click Request RMA on the drop-down menu.

    Note

    RMA requests for sellable items sold as part of a bundle is not supported.

  4. In the Request RMA window, choose a reason from the drop-down list. The reasons for an RMA are "The wrong item was sent." or "Customer did not like item."

  5. Enter the quantity of the item that the customer is returning.

  6. Click the check mark to save your information. A new Request RMA window appears.

  7. In the Request RMA window, click Want to Continue.

Note

If you do not click Want to Continue, the Request RMA process is canceled.