retailCRM Documentation

Order page

In this part the following elements of order page will be described:

To start working with order it is enough to click in any place of the order list line.

Main order information

Here are 3 parameters:

«VIP», «BAD», «Order expired», «Call required» icons

«VIP» icon can be set already after the order appeared in the system. If this icon was set earlier on customer page, it will be displayed on order page. «VIP» parameter is tied to the customer, that’s why if to activate «VIP» icon in order and save it, customer page data will change and customer will get «VIP» icon.

«Order expired» icon can be set manually or it will appear automatically if there are time limits specified.

The time limit after which order gets «Order expired» icon can be specified in section Administration - Statuses - Time limits. The limit in the example below is 30 minutes.

In addition to the automatic icon setting a notification will be created after time limit expiration.

If manager changes status, the icon is removed automatically.

«Call required» icon can be set only manually after order creation. This icon is needed for those orders where the manager did not contact the customer.

«VIP» and «Order expired» parameters are also displayed in the filter on orders list page.

«Print» link

To generate different printing forms it`s enough to click «Print» button and select appropriate document as seen below.

You may look through how to set up your own printing form in section Printed form templates.

You may look through all listed printing forms in pre-installed settings of system in Printed forms section.

«Actions» link

"Action" button gives opportunity to combine, split, copy or link the current order. Read more about this feature in appropriate article.

Creating task to the order

Directly in the order you can create a task for it or view current tasks. For more details read Tasks section.

Statuses and status change

Important function in order editing is, of course, the status change function. Read more about the status list settings in Statuses and status groups

When changing status you may add the comment, which will be displayed in the change history.

Comment to status and status history change

On the left from the status change area there are two icons: icon of the last comment and the status change history icon.

Let`s see the change history. When clicking the appropriate icon a pop-up window opens, where you can choose what history of changes you would like to see: changes of status or any order data changes.

If you choose the history “Of order status”, then you will see the table, which contains group and status name, manager, who changed the status (he can be different from order responsible manager), change time, the duration of stay in this status and comment. In the comment column you may see only the fact of comment presence. If there is a comment, then when clicking the link you will see the field with comment text.

If you choose the history “Of order”, then you will see the table with columns: changed parameter, old value, new value, modified by, modified at.

The comment icon near the status history means the last comment from the status change history. It is convenient if the table is large and you don’t need to look through the whole table and search for the last state by scrolling down.

Attaching a file to the order

“Files” link makes it possible to attach files to the order. The same function is also available in the customer card.

Important:

When pressing “Files” link, a window “Files of order” will open where you can see attached files and add new.

When pressing “Add file” button, a file manager will open where you can select the necessary files and attach them to the order, or simply drag and drop files to the “Files of order” window.

After the attachment is made, “Files of order” looks as the following. File size is displayed near the name of the attached file. It is also possible there to delete the attached file.

The fact of deletion of the attached file is logged in the action log.

A preview is available after image upload. When mousing the image, it is zoomed in.

You can also see how many files are attached to the order.

Attachments of letters that are attached to the order are also displayed in the "Files of order" window. The attached file will be marked with an envelope window. It's not possible to delete the file from the attachment.

Country, order type, store, manager, order method

We will dwell on the area which contains the following fields: Country, order type, store, manager and order method.

«Country» field appears if there are several countries selected in "Settings" If only one country is chosen, the system will automatically insert the one that is chosen in settings and hide that field. What and how the choice of the country will influence is written below.

If a single country is chosen, the system will automatically add telephone country code (for example, +7 for Russia) in case if it’s absent. This function is needed when sending SMS or by phonecall for number format to be complete. This feature was added because customers can fill in numbers in various formats, that may be different from necessary for number sending. Below there are examples of how the system changes the number.

+7 (495)987-65-43 / +74959876543

8 910-987-65-43 / +79109876543

495 987-65-43 / +74959876543

When choosing several countries, telephone country code adding will work in other way. If number starts from the country code (for example, +7 for Russia) it will be left unchanged. If to specify number beginning from “8” the system will automatically change it to “+7” (This rule works only for Russia and Kazakhstan). If number was specified in any other way, the system will not change anything. Below are the examples:

+7 (495)987-65-43 / +74959876543

8 910-987-65-43 / +79109876543

495 987-65-43 / 4959876543

In case if Geohelper integration is enabled (by default it is) the choice of country also influences hints in fields “Region” and “City”. Except for orders where “Nova Poshta” delivery integration is chosen. In these orders hints will come from delivery service API itself.

«Order type» field can only be changed to those order type parameters, for which status shifts of the current order status are set up. This limitation is made to exclude the situation when we changed order type and it turned out that there is no available moves in status matrix for current status.

The value in «Store» field can be changed during order processing. For example, when checking item availability it turned out that the item is absent in the specified store. So you can take this item from your other shop. It won’t affect customer if he ordered a delivery.

«Manager» field can be changed by any user with appropriate rights. Access rights for manager change are set up in user group role settings. Look more about it in Users and User groups article.

«Method» field can be changed depending on how the order got in system and which place order was registered at.

Pay attention, that if any element in selection list (manager, store, delivery type etc.) is not active (disabled now), but this variant was chosen earlier, this data will be marked by gray color with "Not active" mark.

Customer information

You can look through and edit customer data on order page. There is a corresponding link to customer profile.

If customer profile received any new data, you can use data fetching function by pressing “Additional data”. Read more about the function work in Customer data fetching section.

In the right upper corner there is a useful area in customer order data namely number of orders for current customer and number of cancelled orders.

A number can appear near “Email” or “Telephone” meaning that the customer has doubles. Read more about customer doubles in Working with doubles section.

Local time is displayed near the telephone number. When pressing the time - region, time zone and mobile operator are displayed.

Local time is also displayed when choosing region from dropdown list

Customer data export to order card

It is possible to display customer fields in order card in “Customer” section. Such fields are shown in display mode, i.e. they are edited in customer card only.

To display all the necessary fields, you need to go to Settings -> Orders section. At the very bottom there is line “Show customer fields in orders”. You can write names of the fields you want to be displayed.

If the displayed fields in customer card are empty, the will not be displayed in order card.

Note: Fields - number of orders, nuber of cancelled orders, AOV and operator comment - is a standart set of fields that are included by default.

Displaying of customer segment in the order

If the customer belongs to a segment, all the orders of this customer will display the segment, that he belongs to.

To see segments in the order you need to click "More" link.

An area with additional fields will be displayed after that. The segment to which the customer belong to is displayed here.

Legal details

Legal details contain “Contractor type” field. “Private individual” option is chosen here by default.

If you change it to “Legal entity”, all the necessary fields with legal information will appear.

An area with bank details will also open. It contains:

Chosen "order country" influences formation of these fields, as Legal details, as well as Bank details. If “Russia” is chosen then field formation will correspond Russian Federation standart. If any other country is chosen, all the fields take text format and can be filled in free-hand form except “RCBIC”, “Corresponding account”, “Settlement account” - they will be numeral.

If these field values have already been filled in customer card, you can press “Add customer data” link in customer info and the values will automatically appear in order card.

If to fill order requisites for the first time and save the order after that, customer profile requisites will be also saved.

Note: it is also possible to save and immediately quit from the order with the help of "Save and quit" button

Note : Fields with legal details are available for data transfer through API, when creating triggers, in history of changes and printed form, letter/sms templates.

Search by legal entity corporate details

It is also possible to search by legal entity corporate details

To do it you need to enable in the filter the necessary fields from "Contractor" category.

After completing the search data and pressing "Apply" button the search results are displayed.

Note: the search can also be made by first numbers or characters of legal entity corporate details.

Order details

The table with ordered items is displayed in order content area. It contains columns: Product, Status, Warehouse, Cost, Price, Discount, and Quantity.

There is VAT on item below the item sum. This value is displayed as a link. When clicking it, you will see list with VAT rates.

Product contains link to product, which consists of product name and article. When clicking the link a page with product card in the system will open (not eShop page).

Status - manager gets an opportunity to select the status from product status list in which the product is now on current stage of order confirmation. Read more about product status setup and product status and order status correlation here: Order statuses.

Warehouse — possibility to select supplier warehouse. More about warehouse cobfiguration in articles «multistoraging» and «reservation of item in order». You can read how the compatibility of warehouse with the shop is configured in the article «warehouses for autoreservation».

Purchase price

Purchase price allows to see product purchase value. Current function setting influences on what exactly system user will see. To set it up go to раздел Administration > Settings > Orders and  choose “Purchase price” function.

Let’s look at examples.

In case if first “Do not display” variant is chosen, order card looks as the following - Purchase price is not displayed, it is not visible:

Option “Display in view mode” is needed when purchase is made in MoySklad or 1C routinely and product purchase price depends on the batch which the product is taken from. In this case purchase price is static, changes are not available.

If option “Wiew and edit mode” is chosen, purchace price can bechanged and the window is available. Order card will look like this:

Item price in order

Price is product cost in currency set in system settings. Currencies article describes how to set the currency needed.

In case if any product is chosen, purchase price is always present in order details. What system user sees depends on this function.

For setting up go to  Administration > Settings > Orders and  choose “Item price in order”.

The system has a possibility to display item price in view and edit mode.

Let’s have a look at view mode.

It’s not possible to change item price if view mode is chosen in system settings.

Let’s have a look at edit mode.

If edit mode is chosen in system settings, item price can be changed and edited in order item details. This function can be useful if for example your shop offers not only products but also services that can be added to order. In this case price will be changed depending on order.

Discount is applicable as for the whole order, as well as for any separate item. It can be applied to fixed sum or to price percent. The system doesn`t allow to apply item discount, exceeded the item price. If it is impossible to divide the order discount by items without residue, there will be an error. It is also impossible to apply discount to the whole order, if it exceeds total cost. When changing order item number, cost and total sum calculation are made instatntly without page refreshing.

Pay attention, that order discount is not considered at order total sum, but is being divided between items and is being considered at sum of separate item. You can find more details on working with discounts and rounding in appropriate article.

Adding product to order

If the order is not in Complete status yet, then there is Add an article button in order details

Pressing the button will open article choice form.

After pressing “Add an article” button the whole list of items opens. For search simplifying you can choose characteristics in filter at the left (Store, Group, Name, Color, Weight and etc.) or fill the name, ID or article in the field on top. After pressing “Search” button a list of items appears matching set parameters.

If there is a filter set in system settings to “Display only active with positive leftover stock”, then items having less than one position in stock will not be displayed in article addition form.

The field set, which is in item filter can be setup in Administration > Settings > Itemssection. Look through Items section for more details.

To add item to order it’s enough to press the line in which the item is. Near to the item name a mark in italics “In order” will appear. Double click will remove item from order.

There are two icons for item browsing in the end of the item line.

The first opens item card on the website and the second opens item card in the system.

For items having selling proposition, i.e. similar items, more often different in one property, there is posibility to open selling propositions in item adding form.

If to press icon , existing variants of specified item will open. It is noticeable that not all the properties are shown for these variants, but only differences, that lightens order search form.

Left from the main filter you can use marks. When pressing a single mark you will get products filtered according to this mark.

You can look for more detailed item information on the item page if pressing

Let’s choose an item with trade offers. We can see the page of this item having differences in properties.

Filter by warehouse city and region when adding item

It is possible to filter items by warehouse city and region.

To enable this function you need to go to Administration > Settings > Items. After that tick the checkboxes near «Warehouse city filter» и «Warehouse region filter».

Now it's possible to filter by warehouse city and region when adding an item.

Cross sells

Under the name of each order position there is a link to cross sells, which are divided to “Usually purchased with this item” and “Analogues”.

When pressing this link a form will open, where you can look for item analogues or any additional items, not leaving the order. These items are usually bought in addition with current item.

Items can be added to order, so when talking to customer it is possible to quickly change items not present at warehouse or make an upsell. To add item to order, press the line with this item - a red color caption “In order” should appear.

Blocks “Usually purchased with this item” and “Analogues” are filled with items according to the rules described in Product page. Or according to recommendation system rules. In our case there is RetailRocket system integration.

Note: The setting «Product display» also influences the selection of items in «Cross sells» block. This setting influences as system recommendations, as well as RetailRocket ones.

Customer’s viewed and earlier bought order items

Order card also contains “Viewed/previously purchased goods” button. When pressing it a list of customer’s previously viewed items is displayed. You can add them to order simply clicking on them.

There are two tabs, which you can switch in opened window.

Tab “Viewed goods” displays items which have been viewed by customer before odrer registration.

Note: The viewed items are displayed only in case if ICML contains links to product pages. Integration with Google Analytics must also be configured.

Tab “Previously purchased goods” displays items which have been purchased before current order registration.

Item properties editing

Item properties are written under the item name. There are two types of properties:

  1. unediteble - are the properties of item catalogue,
  2. editable - is the item property which can be unique for every order.

If you want to add property for order item, you need to find link “Add property”. If there is one added, press properties itself to be able to add one more.

A window will open for properties adding.

After that this property will appear in order details near the chosen item.

Added properties can be transferred through API together with order.

Measurement units

Measurement units in the order look as the following:

When adding item —

In order content —

By order reservation —

You can read more about measurement units following the link

Weight and dimensions

FIelds with weight and dimensions are displayed in order if the corresponding setting at the page Administration > Settings > Orders is present.

There is also an option of automatic weight calculation available (it is turned off by default).

To turn on automatic calculation go to Administration -> Settings -> Orders. In lines “Show weight and dimensions” and “Calculate order weight automatically by items weight” select “Yes”.

When option is turned on, order weight is refreshed when adding/removing order items and changing number of items in position.

If weight autocalculation option is turned off, there is a link “Calculate weight” in order card, pressing which weight data will update according to current order content.

It is possible to specify weight with accuracy to milligram.

To specify the smallest weight value you need to go to Administration -> Settings -> Settings. Specify “Weight precision” line with value “Miligramm”

There is also an option of fractal item quantity available. It allows to specify integer or fractal item quantity in order details and product leftovers.

To turn it on you need to go to Administration -> Settings -> Settings. Specify the value you need in “Integer or fractional quantity of items” line.

Delivery

The first field in delivery block is “Delivery type”. Content of fields below is changed depending on delivery type.

For example, if you choose “Expedited shipping” as delivery type, a field “Courier” with a list of couriers will appear.

The given courier list must be created earlier in Administration > Databooks > Couriers section.

It is necessary to specify delivery date in order to information about courier business to be displayed under “Courier” field.

Here for example, the courier already has orders assigned to a chosen date:

If you change delivery date, the courier information will also change. For example, a date 27.06.2016 was chosen and the caption below the courier showed us that he is free on this date.

Note: If order field “Courier” was changed, this fact will be displayed in order field change history.

It is possible to work with packages in SDEK or DPD delivery services. It is used in case if you need to send several dispatches in one order. By default the whole order is considered as one package with weight and dimensions equal to weight and dimension of entire order.

Note: there is also a possibility of working with packages in deliveries added through API. You should clarify this possibility with delivery service you want to integrate.

It is also possible to allocate items among packages, if there are several of them.

When pressing the link, a pop up window will appear where you need to specify weight, dimensions and item for every dispatch.

Here you can add several packages.

Other delivery types have either their own field set as for the different integrated delivery services, or standart field set with address, cost, time and delivery date.

Delivery address information area has two adress input forms:

By default that form is displayed, which has been chosen in settings in Administration > Settings > Orders section.

If website got short delivery adress form, so when order comes through API, system will also have short form not depending on main settings. Short form allows you to divide the address on order page manually using “Divide the adress by separate fields” link.

It’s clear that full form has more adress information - territory, region and other units are added. All this is because the geocoding service from Yandex.Maps is connected to the system.

If the value is not binded to Geohelper, an icon will be displayed to the right from the field. By clicking the icon, a pop up window with matching variants from Geohelper service will open.

Note: The fields, having icons in front of them are not included in postal code detection.

Function of automatic postal code detection is available on delivery address.

Note: Index detection is available in case if city is chosen from the dropdown list.

Automatic address division setting can also be turned on. For it go to Administration > Settings section, “Orders” tab and set field “To divide adress” to “Yes”.

The system provides hints for “Region” and “City” fields in case of filling address fields manually. These hints depend on the country chosen in "Settings", and if you have several countries chosen, they depend on “Country” field in the order itself. Not including orders where integration with “Nova Poshta” is chosen. In these orders hints from the delivery service itself will be used through API.

If the region is not specified and the city is selected, the system would insert region automatically.

You can fill in “Region” and “City” fields random information, not using hints.

You can use data fetching function in case if customer card, to whom order is registered to, has more information on delivery adress, than the order card, or if there is other more recent data. For it you need to press “Download delivery adress” link. Look for more information about the function in Customer info fetching section.

In any field set you can add delivery date and time. Delivery cost is calculated automatically regarding to the delivery tariff setting. More about it in the article Databooks: order, delivery and payment types.

Delivery time

Besides from delivery date you can specify delivery time in order.

To set precise time, time range or random value - all this can be done manually in Administration > Settings > Orders delivery time settings..

Cost and net cost

Order delivery expenses are fixed in the “Cost” field.

VAT on delivery cost is on the right from "Cost" field.

Store delivery expenses are fixed in the “Net cost” field.

This field can be filled manually when registering an order or you can set a standart value in delivery type settings.

When registering delivery in order card for external services ( SPSR, SDEK, DPD, CheckOut and etc.) which are integrated to system, calculated cost is set up as for “Net cost” field, as well as for “Cost” field.

If option “Delivery cost is set by shop” is turned on in settings,

then calculated cost will be autofilled only to “Net cost” field, and cost should be specified manually by manager.

“Delivery date”, “Delivery time” and “Net cost” can be displayed in filter and order list.

Read about how to display the fields in filter and in table in sections Filter content configuration и Table columns configuration.

Payment

Note: when mass changing of payment status in order list, changes will be applied only to orders with the payment.

Payment area contains the following field: "For payment", "Status", "Paid date" and "Amount".

If necessary you can add the comment to payment by clicking such button below the "Amount" field.

Payment type list, as well as payment status list can be edited in administration part in Databooks section. About it in details in Data books: types of orders, delivery and payment section.

There is a bin icon at the right side of payment block, by clicking it you can remove the payment.

There is a button for new payment adding at the bottom.

When clicking it, you will see drop-down list with available payment types.

Pay attention, that if not full order sum is paid, the payment status will be "Partly paid".

Note: if you change any payment, amount will be changed only in payments, where the sum was not specified through the form or through API

Date of full payment is being displayed in the history.

Customer and operator comments

Order page is provided with fields customer comments and operator comments. It is useful if you want to recollect a talk with customer and “guess” his wish at the next contact. Or if you need to transfer information when the talk was made by one person and order delivery - by another.

Communications

Under the «Manager comment» field there is «Communications» field, where email letters and SMS, attached to the order, are situated. где отображаются прикрепленные к заказу письма и SMS.

Using the «New letter» button, you can send email directly from the order page.

You can choose the letter template, whom to send the letter, specify subject and letter text, attach the printed form and file for sending.

There is also opportunity to add signature template.

Costs

There is “Costs” block under “Communications”, where you can see costs related to the order from «Finances» section.

Note: “Costs” block is available only for users with appropriate rights in user group settings.

Fields in “Costs” block can be in active or inactive.

Inactive fields are created by system automatically, active fields are created manually.

You cannot edit or remove inactive entries. When clicking, you will see date of creation and editing.

When clicking the active entry, you will see the window of cost editing.

Fields are displayed the same as in “Finances” section when creating of cost.

When hovering on the active field, you will see the bin icon on the right for entry removing.

When clicking the “Add cost” button, you will see the window, where it is necessary to enter all data for cost adding.

Cost, created from the order page, will be automatically bound to this order.

Note: when creating the cost from customer page, you can choose only cost items marked as “Refers to the costs on orders”.

Simultaneous view and editing of the order by managers

By simultaneous view of the order by managers, the lower part of the screen will have a message, saying that the current order is viewed by other manager.

By simultaneous editing and saving of the order by two managers, a message will appear, saying that the order has been changed while you were editing it.

In this case you will have an option to select, whether you want to apply or not to apply the changes. If you apply your changes, the changes made by the second manager will not be applied. You can also see who changed the order and what was changed while you were editing it.

The fields that were changed and the name of the manager, who made the changes will be displayed in the history view of order editing.

Order removal

Starting from version 2.5.0 it became possible to remove order. An action confirmation form will appear before data wiping.

 "Action log" will get a note after order removal: about removal time, number of the removed order and who made the removal.


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Page last modified on September 22, 2018, at 07:48 PM