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Order Status
Your Site Manager comes with a predefined choice list for the order status with these choices:
- New
- Printed
- Shipped
- -Complete
Important: Any order status that begins with a '-' (hyphen) means that this is an 'inactive' status. Selecting an inactive status for an order will cause the order to be removed from the active list.
Use this feature to easily see which orders
you are still working on. When you have completely finished processing
an order, change the status of the order to one beginning with a
hyphen. That order will be removed from the 'active' list.
You can see inactive orders at any time
by clicking the 'Show All' button, or by searching for the order. You
may choose to add other 'inactive' statuses, such as '-Returned' or
'-Cancelled', as well as other 'active' statuses such as 'Back
ordered'.
Making changes to the Order Status choice list:
1. Click the 'lists' link in the Site Manager.
imagecenter:
2. Click the 'edit' link next to the list named 'Order Status'.
3. Enter the choices you want for the order status with one status per line.
Note: If the choice you are adding is an inactive status, begin the choice with a '-' (hyphen)
4. Click "Save". Any time you
change an order status within the Order Manager, be sure to click the
"Save Changes" button for your changes to take affect.
Internal vs. Public Order Status
If you have the order history tracking feature set up on your site, you
will have both internal and public status drop-down menus. The public
status will be what shows on the website when a customer logs in and
views their order history.
Order and Billing StatusesHere is an explanation of the different order/billing status combinations in your Order Manager:
New-Paid: Payment for the order was successfully sent to the
payment gateway (Authorizenet/Verisign). You want to be sure you receive
verification from the payment gateway that the payment was received
prior to shipping an order.
New-Unpaid: Customer is paying with something other than a credit
card (or they are paying with a credit card, but you are receiving
credit card information through an encrypted email and processing
manually), you need to get payment information.
New-Declined: Customer tried to pay with a credit card, it was declined, but they still wanted to place the order.
In the vendor email confirmation you will see
"Trouble with Processing: Y"
OR
"Payment Status: Declined / Credit Card Transaction Failed!"
The customer is waiting to hear from you regarding payment.
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Billing Status
Each order shows a billing status. Your Site Manager comes with
a predefined choice list for the billing status with these choices:
If the billing status for an order is
anything other than 'Paid', then the total order amount will show in
red to give you a clear visual cue if you need to verify payment for
the order.
When you receive payment for an order, you
should change the billing status to 'Paid'. Using this method, you will
always be able to easily see which orders can be shipped. In addition,
if you choose to print packing slips or receipts in bulk, only those
orders which have and Order Status of 'New' and a Billing Status of
'Paid' will be printed.
You can add other billing status choices such as 'Waiting for Check' or 'Waiting for Money Order'.
Making changes to the Billing Status choice list:
1. Click the 'lists' link in the Site Manager.
2. Click the 'edit' link next to the list named 'Billing Status'.
3. Enter the choices you want for the billing status with one status per line.
4. Click "Save". Any time you
change a billing status within the Order Manager, be sure to click the
"Save Changes" button for your changes to take affect.
Important: The billing status has no affect on whether an order is
active or inactive.
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Finding an OrderYou can search for orders one at a time or by groups.
Finding a Single Order
Enter all or part of an email address, an
order number, or the customer's last name into the 'Find' text box and
click 'Find' to search for orders that match. When you use the "Find"
feature to search for an order, both active and inactive orders are
displayed.
Show All Orders and Show Active Orders
When you click 'Show All' in the Order Manager, all orders will be displayed, even those with an 'inactive' status.
To display only 'active' orders again, click the 'Show Active' button.
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Partial Orders (Orders not completed)
Partial OrdersAn order with a status of 'Partial' was not fully processed. Either the credit card was declined and the customer chose not to order, or the web site malfunctioned in the middle of processing the order.
You should determine if you want to process this order by verifying whether you received payment and/or contacting your customer to get payment information.
To complete processing the order, click the Camera icon under the order number. A message will appear giving you further instructions.
NOTE: you will not be able to print a packing slip or receipt until after the order is completed. An order that is "Partial" is not complete and so is treated differently from a regular order.
Partial Order Management
If the transaction has been “Authorized” but not captured (such as a partial order) there will be a link to “capture” the transaction in the “Actions” column of the “Payment History” section. No charges have been made to the card until it is captured. Click on the “capture” link to finish the process. Once you have captured the
transaction, the [void] and [credit] links will display in the
“Actions” column. Click on “void” if you want to void the transaction.
If it is an abandoned order or a partial order and the card has not been authorized you will see something like this:
You will need to determine if the customer really wanted to place the order by contacting them. If so, you need to get their payment information and go back into their order and click on the “New Payment” link. Then
manually enter the credit card information they provided you.
When you look at the “Billing Status” for a partial order it will say “Unpaid” and “undefined”.
When you have completed processing the order either by capturing the card or entering a new payment, you will need to change the “Billing Status” to “Paid” and then click on “Save Changes”. Just capturing the card or entering a new payment will not automatically change this status. It has to be done manually.
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Sorting the Orders ListYou can click on any heading to sort your orders by that column. For example, if you click the 'Order Status' heading, your orders will be sorted by order status. By default your orders are sorted by date ordered with the most recent orders at the top of the list.
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Viewing a SnapshotClick the camera icon under the order number to display a snapshot of the order as it was originally placed.
Once you click the camera icon, a page will display with all the order details except the credit card information.
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Viewing Customer Referral SourcesKnowing where your orders are coming from is vital to making good decisions on spending your advertising dollars.
Here is how you can track your referral sources in the MightyMerchant Site Manager.
1. When you create a link from another site, or in an advertising campaign, or any other external source, make sure that you use the "rid" query parameter. Here is a simple example:
http:/www.heroweb.com/learn?rid=constantcontact
This url will attribute the visit to a source of "constantcontact"
When HEROweb sets up marketing campaigns for you, we will use the "rid" in the urls so we can track the success of the campaigns that we are managing.
Here is how you can view the source in the Site Manager.
1. Go to the Order Manager for your website.
2. View the list of orders and look for the bold text beneath the customer's email address.
The bold text indicates the referrer id. If there is no bold text, that indicates that the order does not have a referrer id associated with it. Remember, these referrer ids will only show up if you or someone on our staff has tagged the urls in your advertising campaigns.
Taking the time to tag your urls is a valuable step in understanding the effectiveness of your campaigns.
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Packing Slips and ReceiptsUse the Order Manager to print packing slips or receipts. Packing
Slips contain order information, but no pricing. Receipts contain both
order information and pricing.
Our Packing Slips and Receipts are
generated in Adobe Acrobat .pdf format. You will need to have Acrobat
Reader in order to view packing slips or receipts created in the Order
Manager. You can download a free copy of Acrobat Reader at
http://www.adobe.com/products/acrobat/readstep2.html.
Printing Packing Slips or Receipts for All New Orders
You can print packing slips or receipts for
all new orders by clicking the 'Print Packing Slips' or 'Print
Receipts' link under the main navigation bar. When you click this link
a pdf document will be created with a packing slip or receipt for each
order that has an order status of 'New' and a billing status of 'Paid'.
Once you have printed the packing slips,
you should click the 'Mark Orders as Printed' link. Click this link
will cause the order status of all orders with and order status of
'New' and a billing status of 'Paid' to be changed to 'Printed.'
Printing an Individual Packing Slip
If you want to print the packing slip for
any single order, select the 'Packing Slip' under the 'Print...'
drop-down menu of the order. This will create a pdf document which you
can print.
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Setting up the Text for the Shipping Notification EmailsThe choices for the shipping menu are set from the shipping methods you have set up with the Site Manager.
If you intend to use the Order Manager to notify your customers when their orders ship, you will want to review the 'Note for email confirmation' for each shipping method. The 'Note for email confirmation' is the text of the email that will be sent to each customer when you click the 'Notify' button in the Order Manager.
The default text included in each custom method is:
Dear {first_name},
We wanted to let you know that your order #{order_no}
has shipped via {method} on {sh_date_shipped}.
{sh_note}
The default text for auto-UPS shipping methods also includes a tracking number, as well as a link to a page on your website where customers can track their shipment.
You can modify the text for each custom shipping method and include details about how the person can track their order or when they can expect to receive their package.
To change the default email confirmation text
- 1. Click the "shipping" link in the Site Manager.
- 2. Edit the "Order manager Email Notification Text" text for each shipping method set up to suit your needs.
- 3. Click "Save".
By using special notation in the text, you can include information about your customer's order such as the tracking number and shipping method.
Here is a sample that could be added to a custom shipping method if you plan to include tracking numbers:
------------------------------------------------------------------------
You can track your order by visiting http://www.usps.com
Your tracking number is {sh_tracking_no}
You can expect your order to arrive in 7 to 10 business days from the date it was shipped.
Thank you
------------------------------------------------------------------------
Note: Editing in MightMerchant v4.0+
In version 4 and above, whatever you put in the "Order Manager Email Notification Text" field overrides the default. So you will want to include the defaults along with your additions, like this:
Dear {first_name},
We wanted to let you know that your order #{order_no}
has shipped via {method} on {sh_date_shipped}.
{sh_note}
You can track your order by visiting http://www.usps.com
Your tracking number is {sh_tracking_no}
You can expect your order to arrive in 7 to 10 business days from the date it was shipped.
Thank you
What do the curly braces mean?
Wherever you see text surrounded by
{ and
} data from this order will be substituted.
You can include the following data in your email confirmation:
{order_no} the order number of this order
{first_name} the billing first name
{last_name} the billing last name
{sh_date_shipped} the date this package shipped
{sh_note} the custom note you enter on the notify screen
{sh_tracking_no} the tracking number for this shipment
{ship_to} the address the package is being shipped to
{bill_to} the address the order was billed to
{method} the name of the shipping method the item was shipped by
Notifying your customers about a shipped order
You can notify your customers when an order ships by clicking the notify button for that order.
You must enter a date shipped and a tracking number for the order. If there is no tracking number, enter 'none'. You may also add a custom note to include in the email. If you are not shipping all the items, you can uncheck the items that are not included in this shipment. If the 'Notify on Save' checkbox is checked, then an email with the text from this shipping method will be sent to your customer.
(If you prefer to enter the shipping information, but do not want to send a notification to your customer, then you can uncheck the "Notify on Save" checkbox.)
The information you entered will be saved and can later be viewed by clicking the "View Shipping History" link for each order in the Order Manager.
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Void an OrderDon’t confuse the terms “void” with “cancelled”. To “void” an order would mean that the transaction has been authorized and captured and you want to void that transaction. When
you click on the order number and scroll down to the Payment History section you will see an image similar to the one below. Just click on
the “void” link.
Voiding a transaction will not remove the order from the active order
list. To do this, set the “Order Status” to “Cancelled” and it will
remove it from the list.
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