All about orders

It is important to get an idea of how orders work in Xduka. Once the customer places an order, you can see it in the Orders sections of Admin dashboard. You can manually create orders in your admin account to record orders that you’ve made outside of the Xduka platform or to send your customers email payment invoices.

Manage all your store’s orders from the Orders sections of Admin dashboard.

Processing Orders

When a customer buys something from your online store or any other sales channel, it appears as a new order in the Orders page of Builderfly.

Know,

• What happens when you receive an online order
• Typical processing flow for online orders
• Automate your order processing

What happens when you receive an online order

When you receive an online order:

• You receive a new order notification by email.
• The Orders page shows the new order.
• The customer receives an order confirmation email. ◦ Order processing begins.

Typical processing flow for online orders

Every online order goes through 3 stages. At each stage, a different action is required in Xduka. You can set up Xduka to perform these actions automatically, or you can do them manually:

Order state & what you need to do

Order has been placed; Capture payment.

Order has been paid; Fulfill the order.

Order has been fulfilled and paid; Archive the order.

Automate your order processing

If you are selling digital products or using a fulfillment service, then you might want to automate your order processing by turning on the following automations:

• Automatic order fulfillment, so that your fulfillment service is notified
• Automatic payment capture, so that your payments are captured at the time of the order.
• Automatic order archiving, so that your order’s status is set to close.

Fulfilling Orders

Once your customer places an order, you need to ship it. This process is referred to in Xduka as order fulfillment. There are a few things that you need to do to make sure that your orders are processed and fulfilled correctly.

Know,

• Fulfilling orders manually
• Fulfill part of an order manually
• Cancel a fulfillment
• Fulfillment through a third-party service

Fulfill complete orders manually

You can set up your order fulfillment preferences when you configure your Checkout settings. Manually fulfilling orders might be the best order fulfillment method if one of the following situations applies to your business:

• have products available for pre-order
• sometimes run out of stock
• make products to order
• want to be able to easily offer your customers partial fulfillment without having to issue a refund.

Fulfill part of an order manually

If your customer has placed and paid for an order of multiple products, and one or more of the products are out of stock or a pre-order, then you may require to fulfill only part of the order so that you can ship its contents separately.

Steps:

1. From your admin, go to Orders.
2. Click the number of an unfulfilled order.
3. To buy a shipping label for your order, select Create shipping label in the Unfulfilled section.
4. On the Fulfillment page, change the number of products that you want to fulfill for each line item in the Items section.
5. Select the shipping method in the Shipping service section.
6. If you wish to send a notification email to the customer right away, then select Send shipment details to your customer now.
7. Click Buy shipping label.

Cancel a fulfillment

1. From your admin, go to Orders.
2. From the Orders page, click the number of an order in the list that has a Fulfillment status of Fulfilled.
3. In the Fulfillments section, click More, and then click Cancel fulfillment: Once you
4. cancel a fulfillment, you can purchase a new shipping label or create a new fulfillment for that order.

Fulfillment through a third-party service

Third-party services fulfill orders in many different ways:

• Print-on-demand apps – Most print-on-demand apps automatically mark the items as fulfilled on your behalf when the order is shipped.

Managing your orders

Besides fulfilling orders and taking payment, you may require to tag open orders, review the order’s Timeline, add notes to them, or follow up with the customer.

Know how to,

• View an order’s Timeline
• Add tags or notes, or edit an order
• Contact a customer about an order
• View the order status page of an order
• Archive a fulfilled order

View an order’s Timeline

You can view the detailed history and write notes and comments for orders in the Timeline section of the order details page.

Steps:

1. From your admin account, go to Orders.
2. Click the order whose Timeline you want to view.
3. On the order details page, scroll to the Timeline section

Add tags or notes, or edit an order

Steps:

1. From your admin, go to Orders.
2. Click the number of the order that you want to update.  
3. You can make the following changes: a) Edit customer information b) Add or remove order notes c) Add or remove order tags

Contact a customer about an order

Xduka stores all your customers’ contact information. You can add additional contact information by clicking Edit in the Contact section of the order page and entering the details.

Steps:

• From your admin, go to Orders.
• From the Orders page, click the number of an order from the customer that you want to contact.
• In the Contact section, click the customer’s email address.
• In the Contact customer dialog, enter the message that you want to send.
• If you want to send a copy of your message to your own email address or the store’s Account email, then click the box beside the address that you want to use.
• Click on Review email
• Once you review the email, click Send Notification.

View the order status page of an order

When your customers complete a checkout, they’re given a URL to the order status page, which is the final page of the checkout process. They can track the status of their order on this page, and might contact you if they have questions about their order.

Follow these steps to view order status page,

1. From your admin, go to Orders.
2. Use the search box to find your customer’s order. You can search for the order if you have any of the following information:a) receipt number if the order was created in Xduka  b) customer name c) order number d) customer email address.
3. Click the order’s number to view its details.
4. Click the More actions menu, then click View order status page:

Archive a fulfilled order

When you fulfill an order, you can archive it to remove it from the list of open orders. To see a complete list of your archived orders, you can apply a filter to your orders list.

Steps:

1. From your admin account, go to Orders.
2. From the Orders page, click the number of the order that you want to archive.
3. Click the … button.
4. Click Archive to archive the order

You can see your order will now be displayed as archived.