The Orders section allows you to manage your completed and pending orders. Order management tools can be accessed by navigating to Orders > Orders within My Liftoff.
Once your site has generated a number of orders, it can be difficult to find exactly the one you're looking for. Liftoff has two options to assist with this issue.
Sort by Submitted date: Click the down arrow button to the top left of the "Submitted" column. You may click repeatedly to select sorting in ascending or descending order.
Drill down and filter: To filter results by Order #, Customer name, Amount, or Item Quantity, click the down arrow button you need and enter your search term.
If you are using Liftoff's Inventory Manager instead of an alternative, you may need to manually mark an order as "Shipped." To do this, simply click the Ship button to the right of an order in the list.
If you have your payment settings set to "authorize only," you may elect to manually capture the funds after you have shipped the product. To do this, simply click the Capture button to the right of an order in the list.
How long do I have to capture funds?
Funds typically cannot be captured beyond 20 days from the authorization date. To learn more about Payment Processing, please see the article on payment.
To view any details about your order beyond marking it as shipped or capturing funds, click the Details button. This will provide you with several interactive tabs.
The summary provides an at-a-glance view of the details regarding a specific order. In the following three cases, you have the option to add information that may help you to track and manage your order.
Orders placed on your accounts may be assigned a job owner to track who in your organization is responsible for fulfillment. Job owners can be anyone you have configured as an administrative site user. To assign a job owner, locate the drop-down box next to the “Owner" and select your job owner. Once selected, there is no further action to take. If you wish to see job owners for each job in your order list views, simply tick the "Owner" box from the “Columns” drop down list on your list view screens. This feature applies both to standard orders as well as pending orders.
Suppose you have a customer who reaches out and says they absolutely must have an order in their hands by a certain date. If you enter that date into this field, it will save automatically for later reference.
If you need to tie a purchase order directly to an order in the system, this field is where you'd do that. Enter any PO number value you need, and that value will appear on all order notifications.
If you have an order approval rule set, you will see this additional tab on your order details screen. You'll find information about the history of the approval process, including when the request for approval was sent, to whom it was sent, and who ultimately approved (or declined) it.
Here you will find any information regarding rder Integration, if you've configured one.
- Integration Method - Displayed here is the type of integration method.
- Recipient - This shows you to whom the order information was sent.
- Posted - This is the date and time the order information was sent.
- Result - This will display if it was sent (posted) successfully or encountered an error.
- Details - If there was an error, the error details will be here.
- Actions - You can choose to view the information that was sent by clicking the View Posted Data button or you can resend the data by clicking the Re-Post button.
This tab provides all information about how and when your products shipped. Depending on your method of integration, the Estimated Ship Date, Actual Ship Date, and Tracking Number fields will be populated automatically.
The payment tab provides information regarding how this order was purchased. If the order was purchased with a credit card, the authorization code will be displayed. If the purchase was made with a budget or a discount code was used, that information will be displayed on this page.
Note: Credit card information is not displayed. Card information is not stored on Liftoff's platform, nor is it accessible by anyone at Launchpad.
The notifications tab displays when, where, and to whom a notification about the order was sent. If you need to view a copy of that notification, click the View Email button. In the event the recipient lost or did not receive their notification, you can click the Re-Send button to instantly regenerate one.
The activity log provides you with a detailed view of every step of a transaction, from the time a customer places an item into their cart until they've completed checkout, and beyond!
Here's how to decipher what you see in the log for each order:
- Entry # -- For reference. "I see in the log for that order, on line 19..."
- Date/Time -- A timestamp for each entry in the log. Liftoff works so quickly sometimes that many log entries may share an identical timestamp.
- Item ID -- This refers to an item (as in, the actual product itself) in the order. It corresponds directly to the info in the Summary tab of your order history, in the Order Contents area near the bottom. That's where you can cross-check the Item ID from your log to find out which product it refers to.
- Action -- A description of what was done at that step. You may notice, for a few actions, that line items appear to be repeated. This is because of how Liftoff logs some actions internally, and it isn't too dissimilar from a double-entry accounting procedure.
- Target -- This tells you what was acted upon. It can be a particular email sent, or a specific shipment, or many other things. When an action affects the order as a whole, the Target field will be blank.
- Old Value / New Value -- These tell you what a value was before being changed, and what it was changed to. If there was no data prior to taking an action (e.g. a customer enters a new shipping address for the order), the Old Value field will be blank.
By clicking on Order History once they're logged in to the front-end site, your customers can access and verify much of the information associated with an order.
In general, your customers can see:
- Order number
- The date and time the order was placed
- Billing and shipping addresses
- Total price and number of items
- Order / shipping status
- The value of any custom field that was entered at checkout time (that's the "Order Name" data in the sample image above)
- PO number, if applicable
- Item data
Note that, as you can see in the image above, this Order History area is where your customer should go if they want to reorder an item they've purchased before.
If you have configured order approval rules, you will have to manually approve them. You can view these pending orders by navigating to Orders -> Pending Orders. From here, you can modify, approve, or decline the order.
To modify the order, click the Details button.
To approve the order, simply click the Approve button. This order will continue following any other approval rules you have set, or mark as fulfilled, depending on how you have set up your rules. Once all approvals have been satisfied, your customer will receive a notification that the order has been submitted.
If the order does not meet your requirements and needs to be declined, simply click the Decline button.
Pending orders and auto-fulfillment
Normally, orders are flagged as auto-fulfilled as soon as they are in process. However, orders requiring approval (i.e. pending orders) are auto-fulfilled as soon as they have been fully approved.
When you approve or decline an order, a notification will automatically be sent to the email address of record for the customer who placed the order.
Site administrators with the proper role permissions have the option to cancel or delete an existing order. In both cases, you'll navigate to Orders > Orders > Details button to take the desired action.
Clicking the "Cancel Order" button presents you with a few warnings. Proceed carefully!
There are a few other warnings you should know about before canceling an order:
- Any budget transactions applied to an order will be reversed if that order is canceled. The budget amount applied to the order will be restored to that budget.
- Canceling an order does not affect the transaction fee charged to you for a customer's order. In other words, you (the subscriber) will be charged the same transaction fee whether the order is canceled or not.
- There may be impacts to inventory settings when an order is canceled. Please review and proceed carefully to ensure that your inventory levels remain accurate.
Just like when attempting to cancel an order, clicking the "Delete Order..." link presents you with a few warnings. Once again, proceed carefully!
As a general rule, you should never delete an order.
If you must, though, please know the following, beyond what's stated in the warning message above:
- By default, order deletion is available only to those in the Account Owner role. You may grant the "Delete Orders" permission to other admin roles if you wish, but be very careful granting this power. It cannot be stressed enough: Order deletion is permanent. There is nothing Launchpad staff can do to recover an order once you delete it!
- Budget amounts applied to an order, if applicable, will be restored to that budget.
- The customer will not be notified if you delete their order. Deletion is an entirely silent process. Remember, canceling an order is not silent, and is preferable to deletion; consider cancelling in all cases.
- Deleting an order does not affect the transaction fee charged to you for a customer's order. In other words, you (the subscriber) will be charged the same transaction fee whether the order is deleted or not.
- There may be impacts to inventory settings when an order is cancelled. Please review and proceed carefully to ensure that your inventory levels remain accurate.
Updated 2 months ago