Order tracking for the store block

The store block features a powerful order tracking system which will enable your customers to know precisely the status of their order. This will enable them to give more credit to your company and will enable you to efficiently manage your orders in batch. The tracking system also features a messaging system associated with each order for you to be able to customize the orders as per customer requirements.

The order tracking management page is accessible by clicking on Blocks / Orders on the page My websites. To be able to track orders, your website needs to have a Store block (enables your visitors to place orders) and, this is not mandatory, a member block (enables your visitors to see the order tracking on your website).

The order tracking page displays orders associated with your store block. The orders can be filtered by different criterion such as the order status (paid, delivered, canceled, refunded), or for example the date, the order reference, the customer name, etc...

Order history 

For each order, an order history is kept which will enable detailed tracking of the order. Standard order events such as paid, delivered, canceled, refunded can be easily added by simply clicking on the icon in the history column, or by adding a full event with a subject and a message. An order updated notification is automatically sent to the customer (unless you disable it when you add a full event).

Messaging system

For customized history events, you can add messages to be read by the customer. You can send rich text messages, including files and images. This feature is adapted for selling services which require customization and communication with your customer. When customers reply by email to the notification email, the answer is automatically added to the history of the order. For communications, which are done in other ways (for example by phone), you can also add messages as sent by your the customer, or as memorandum. The memorandum messages are not notified nor shown to the customer. This will enable you to have all the informations regarding the management of an order in one place. 

Typical steps involved in the processing of an order

The customer visit your website and add items in his cart. Then he selects a payment method, for example, payment via transfer. The customer is notified that his order has been taken into account and that you are waiting for the payment (the message you configured when you added the transfer payment method).

Once you received the money on your bank account, you can update the status of the order as paid by clicking on the paid icon. Note that for Paypal payments this status is automatically set when the payment has been credited to your Paypal account. The customer is notified that the payment has been received. If after a certain time you did not received any payment you can either add the canceled status  to notify your customer that the order has been canceled or definitively delete the order.

You can now proceed to the preparation of the order and to the delivery. Once this is done, update the status to sent so that your customer is notified. You can add a tracking number in a message by adding a full event (instead of clicking on the sent icon, click on details > new order event then select the order sent type and add a message containing the tracking number). If you are not able to provide the ordered items or if you need further informations from your customer (for example if you are selling a customized service) you can send order messages to the customer, to which he will be able to answer. You can even send images and files to your customer. Note that your customer will not be able to send you files via the messaging system (you should provide them an email address to which they will be able to send you files). You can also add memorandum regarding the processing of the order: for example you can save in a memorandum the order reference of your supplier, if you do not have the item in stock. If you are not able to fulfill the order you can proceed to the refund of the order and send a refunded message to notify your customer.

To easily manage several orders at a time, you can filter them by status. For example, while you consult your bank account, you can filter all orders which have not been payed and which have not been canceled. Note that you can add filtered results to your browser bookmarks so that it will be even be faster for you to know what orders you have to update every day.

 

Last update: March 31, 2016