MANAGING ORDERS

The order management area is split in to six categories:
  • Authorised payments
  • Payments on account
  • Dispatched orders
  • Cancelled orders
  • Declined payments
  • RMA pending
  • RMA authorised
  • Orders not submitted
How do I search for an order?
  • Go to the Tools index page.
  • Click the ‘Order management’ link.
  • Enter the order number, surname or post code of the customer.
  • Click the ‘Search’ button that is displayed next to the relevant search category.
  • All relevant results will be returned.
How do I view a new order?
  • Go to the Tools index page.
  • Click the ‘Order management’ link.
  • Click the ‘Authorised payments’ link.
  • Click the ‘View’ button that is displayed adjacent to the relevant order.
  • To cancel the action click the ‘Close’ button.
  • You will be re-directed to the authorized payments index page.
How do I dispatch an order?
  • Go to the Tools index page.
  • Click the ‘Order management’ link.
  • Click the ‘Authorised payments’ link
  • Click the ‘View’ button that is displayed adjacent to the relevant order.
  • Select the relevant shipping method and enter the shipping tracking information if required.
  • Select ‘Dispatched’ from the order status drop down.
  • Click the ‘Save and close’ button to dispatch the order.
  • To cancel the action click the ‘Close’ button.
  • You will be re-directed to the authorised payments index page.
Please note
Once an order is dispatched an email notification will be sent to your customer. This email will contain the details of their order, related shipping / tracking information and a PDF attachment of their invoice.
  How do I print a dispatch note / invoice?
  • Go to the Tools index page.
  • Click the ‘Order management’ link.
  • Click the ‘View’ button that is displayed adjacent to the relevant order.
  • Click the ‘Print dispatch note’ or ‘Print invoice’ button found in the top right hand corner of your screen.
Order notifications
When a new order has been placed you will receive the following email notifications.

• Payment confirmation from Sage Pay

Failed transactions
You will be notified of any failed transaction attempts by email from Sage Pay.

How do I cancel an order?
  • Go to the Tools index page.
  • Click the ‘Order management’ link.
  • Click the ‘Authorised payments’ link.
  • Click the ‘View’ button that is displayed adjacent to the relevant order.
  • Select ‘Cancelled’ from the order status drop down.
  • The order will be moved to 'Cancelled orders' and stock levels updated if you have chosen to manage your stock levels within iCommerce.
  • To cancel the action click the ‘Close’ button.
  • You will be re-directed to the authorized payments index page.

Please note
Once an order has been cancelled you will need to issue a refund for any monies owed by logging in to your Sage Pay control panel.

What is an RMA?
RMA is an abreviation for 'Return merchandise authorisation'. The RMA process within iCommerce allows you to manage customer orders that are returned to you.

How do I create an RMA?
Detail coming soon

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