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

[summary]

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Searching for Orders

You can use the Search field at the top of the page to search for Orders. 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. 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]The Orders page automatically displays all Order and Payment Statuses by default. 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 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 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. 

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 the button with three dots at the end, 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 - If you need to delete an order, click this button and follow the steps in this Guide. 
  • View Customer - This button will take you to the customer’s record on your EKM online shop.
  • Visitor Stats - If you have already installed the Web Statistics feature on your EKM online shop, this button allows you to link directly to that feature. 
  • Block Visitor - If you have already installed the Block Visitors feature on your EKM online shop, this button allows you to link directly to that feature. 

Customer Details

Towards the top of the order, you’ll see the details 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 to copy their email address and paste it 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. 

Type

You'll see the Type drop-down menu across the top middle of the order. 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:

Payment Status

This drop-down menu displays the Payment status of the order: 

Orders can be one of the following:

  • Paid - This order has been completely paid for. 
  • Awaiting Payment - This order is pending payment and could be Abandoned. Read more about Abandoned Carts here. 
  • Payment Failed - The payment failed during processing. 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.

The 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:

Frequently Asked Questions

Why do my orders not have consecutive numbers?

When a customer adds a product to the cart, this triggers the creation of an order number. If the customer then abandons the cart, the order number will have been created, but with no information for the system to attempt to retain the customer via the Abandoned Cart functionality, the order will not be displayed on the Orders page.

However, if the customer adds their email address during the Checkout Flow and then abandons the order, there is enough information for the system to attempt to save that customer by sending out Abandoned Cart Emails (if you have the functionality turned on). This order will be visible on the Orders Page with an Abandoned Order notification so you can easily see that the system is attempting to save it.

With all of this in mind, the system does create consecutively, but if not enough information is added during the customer’s visit and the order is abandoned, the order will not be displayed on the Orders page as a matter of good housekeeping.

Why is the order still Awaiting Payment even though the customer has paid?

The customer must have been redirected to the Order Complete page to get a Paid status. However, if the customer closed down their browser or navigated elsewhere, they will not have been redirected to the Order Complete page, which is why the order is still Awaiting Payment. Before you process the order, log into your Payment Gateway account provider and ensure that payment was actually received. You will then be able to manually amend the order status and process it as normal.

The customer has paid - but why can't we see the order?

If the customer has paid for their order but it’s not visible on the Orders page, this is because it has been manually deleted. If you contact our Customer Support Team, they should be able to retrieve the order for you.

How do I reorder the orders? It's showing the oldest orders first!

You can do this by clicking the Date header towards the top right of the screen, below the search bar. This will reorder your orders for you.

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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]