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How to use Order Management

Order Management is a great feature that gives you the option to track and process all of your orders from one place. With eBay, Amazon and Facebook Shop integration available, this allows you to process each order as soon as it comes in, while automatically sending your own personalised customer notification emails and creating your own dispatch notes. It's the perfect feature for any Shop owner and is sure to keep your Shop running as smoothly as possible.

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In this guide we will be looking at the following:

  • How Order Management works
  • How to change your order status
  • How to edit your order
  • How to set up your customer notification email
  • How to customise dispatch notes
  • How to print dispatch notes

Please note that all orders in Order Management - and notification emails - are in GMT time - see our guide for more information relating to this.

How Order Management works

As a Shop owner when a customer places an order on your site you will receive an email notification of this order from both Create and your Payment Gateway provider. This order will then appear in your Order Management, detailing all you need to know to process this order. As you begin to process your order you can change the progress of your order to the status' detailed below:

  • Pending
  • Pending – Waiting Payment
  • Processing
  • Processing – Picking
  • Processing – Packaging
  • Processing – Waiting Dispatch
  • Dispatched
  • Refunded
  • Cancelled

You can set up emails to automatically send your customers notifying them of the progress of their order when they reach the stages below, but can always move the order between the sub-status' for your own reference:

  • Pending
  • Processing
  • Dispatched
  • Refunded

Once this status is changed, your order will then move through your Order Management and group with orders at the same processing stage, meaning you can keep track of all orders you need to process. When you are ready to send your order you can then print out your personalised dispatch note and send it off to your customer.

What Order Management means for your customers

When your customer places an order on your site they will receive an order notification from the website in question. They will then be notified by email as their order progresses through the stages detailed below:

  • Processing
  • Dispatched
  • Refunded

Finally, they will receive your package in the post with a personalised dispatch note.

How to change your order status

As your order is processed you will need to update its status in your Order Management to ensure the correct email notifications are sent to your customer and you can keep track of what you need to do next.

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To change an order in your Order Management please follow the steps below:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click on your order. This will then expand to show you the order details.
  4. Change the “Status” drop-down list to your new status.
  5. A modal window will then pop up. Select “Yes” to change to your desired status.
  6. Your order will then update to your new status.

How to edit your order

If some information has been entered incorrectly or is misspelt you can edit your order to rectify this.

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To edit an order in your Order Management please follow these instructions:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click on your order. This will then expand to show you the order details.
  4. Click the “Edit Order” button.
  5. Change the required information.
  6. Select “Save Changes”.

How to set up your Customer Notification emails

With Order management you can send different notification emails to notify your customer of the process of their order. These emails are as following: Order Confirmation email, Processing email, Dispatch email and Refund email.

Order Confirmation Email

This email will automatically be sent when an order is received into your Order Management and will confirm the order details to the customer.

To set up your Order Confirmation email please follow these steps:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click “Settings” from the left-hand menu.
  4. Add your desired text in the “Order Confirmation Email Text” box. This text will appear above the order details and you can use tags to generate different information. For example, “[CUSTOMER_FIRSTNAME]“ will automatically include the customer's name from the order. Other tags you can use are [CUSTOMER_LASTNAME] and [ORDER_ID] .
  5. Click “Save Changes”.

Processing Email

To set up your Processing email please follow these steps:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click “Settings” from the left-hand menu.
  4. Select the “Emails” tab.
  5. Choose whether you would like to send these emails automatically when your order status is changed in your Order Management, never send these emails at all or confirm the sending of the email when your order status is changed by changing the “Send Processing Emails” drop-down list.
  6. Write in the subject of your email in the “Processing Subject” text box.
  7. Write your processing email in the “Processing Email” text box. You can also add the following tags to generate different information from the order in the email: [CUSTOMER_FIRSTNAME], [CUSTOMER_LASTNAME], [ORDER_ID], [SHIPPING_METHOD], [ITEM_LIST] and [DELIVERY_ADDRESS].
  8. Click “Save Changes”.

Dispatch email

To set up your Dispatch email please follow these steps:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click “Settings” from the left-hand menu.
  4. Select the “Emails” tab.
  5. Choose whether you would like to send these emails automatically when your order status is changed in your Order Management, never send these emails at all or confirm the sending of the email when your order status is changed by changing the “Send Dispatch Emails” drop-down list.
  6. Write in the subject of your email in the “Dispatch Subject” text box.
  7. Write your dispatch email in the “Dispatch Email” text box. You can also add the following tags to generate different information from the order in the email: [CUSTOMER_FIRSTNAME], [CUSTOMER_LASTNAME], [ORDER_ID], [SHIPPING_METHOD], [ITEM_LIST] and [DELIVERY_ADDRESS].
  8. Click “Save Changes”.

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Refund email

To set up your Refund email please follow the instructions below:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click “Settings” from the left-hand menu.
  4. Select the “Emails” tab.
  5. Choose whether you would like to send these emails automatically when your order status is changed in your Order Management, never send these emails at all or confirm the sending of the email when your order status is changed by changing the “Send Refund Emails” drop-down list.
  6. Write in the subject of your email in the “Refund Subject” text box.
  7. Write your dispatch email in the “Refund Email” text box. You can also add the following tags to generate different information from the order in the email: [CUSTOMER_FIRSTNAME], [CUSTOMER_LASTNAME], [ORDER_ID], [SHIPPING_METHOD], [ITEM_LIST] and [DELIVERY_ADDRESS].
  8. Click “Save Changes”.

How to customise your Dispatch Notes

You can customise your dispatch notes to include your business logo and your own text by following these steps:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click “Settings” from the left-hand menu.
  4. Select the “Dispatch Notes” tab.
  5. Using the Editor Toolbar you can uploaded images or your business logo into the “Dispatch Note Header” box. You can also add these tags to place information from the order into the email: [CUSTOMER_FIRST_NAME] [CUSTOMER_LAST_NAME]
  6. You can add your own text in the “Dispatch Note Footer” or the tags above.
  7. Click “Save your Changes”.

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How to print your Dispatch Notes

You can print your dispatch notes at any time by following these steps:

  1. Go to your “Shop” area from the Top Menu.
  2. Select “Order Management” from the left-hand menu.
  3. Click “Print Dispatch Notes” from the left-hand menu.

If you have any questions at all please do no hesitate to contact your Account Manager, we are always here to help!

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How to Use the Financial Transaction Export tool

Our Financial Transaction Export tool allows you to download a CSV spreadsheet of your customers' financial transactions with you onto your computer.

To export financial transaction data from your Order Management system, please follow the steps below:

  1. Log in to your Create account.
  2. Click “Shop” from the Top Menu.
  3. Click “Order Management” from the left-hand menu.
  4. Click the green spreadsheet logo at the bottom of your Order Management (this looks like an Microsoft Excel icon)
  5. This will open a screen which will enable you to customise the data which you wish to export.

To read the file on your computer you will need a spreadsheet program such as Microsoft Excel, Apple’s Numbers or OpenOffice Calc.

For further information on the Financial Export tool, please click here.