The Customer Service module is in OrderPort Admin, and it is used to view, edit and refund orders. It can also be used to reauthorize wine club orders in bulk.
Table of Contents
Settings
The Settings tab in the Customer Service module contains a setting specific to Purchase Orders. You can find more information about it in this document.
Searching for Orders
The search function has everything you might need to find an order. If you simply want to view the latest orders, leave the search fields blank and click the Search/Refresh button.
Once you click search, the list of orders will appear.
Orders are color coded based on status. Use the legend to see what each color represents.
For quick actions, hover your mouse over the Select dropdown on the right.
To view more order information, click on the order number.
Viewing an Order
The same select dropdown from the order search is available on the top right.
Each order is split up into four tabs.
Details Tab
In the General section, you can view order information. You can also update the source (e.g. wineclub, webstore, point of sale) and the entry code. Updating the entry code can be useful to track who is responsible for an order, as well as who receives the tip
In the payments section, you can view the complete history of payments related to the order. You can expand payments to view more information.
If there is a tracking number associated with the order, it will appear in the Shipping section.
You can update the pickup location in the Pickup location section.
You can scroll down to view the items of the order.
Corrective Actions Tab
In the corrective actions tab, you can cancel the order, edit (partial refund or add products), or mark the order as released. Marking an order as released indicates that the customer has the products for the order.
If the order is fully released, you can also conduct a full refund.
Email Logs Tab
The email logs tab shows you all emails associated with this order, and the devivery status for those emails. You can resend an email by opening the email details.
History Tab
The history tab displays a comprehensive history of the order. This includes edits, returns, payments and releases.
Editing an Order
You can edit an order through the select dropdown or the corrective actions.
If you would like to cancel the edit, click “Close this order without making any changes”. Closing the browser window will cause any released order to be unreleased. Only use this option when you have a specific reason to unrelease the order.
You may change the product selection, quantity, and price. Removal of products can be done on the checkout screen. When the desired edits are complete, click Check Out.
If you change the quantity of a product, click Recalculate in order to refresh the balance to be charged or refunded. If the new balance is less or more than the original order, you will need to conduct a refund or an additional charge.
If the edit increases the final balance, the order will need an additional charge. Once you finish the edit, the order will appear as In Session in the Fulfillment module to await the final capture of funds.
If the edit is a refund to the order, you will need to select where you are refunding to, if there were multiple payment methods. You can distribute the refund among the payment methods so long as total amount refunded is equal to the total refund required.
Click complete to finish the edit.
Wine Club Reauthorization
If you run into multiple payment declines inside of a wine club build, you can run a reauthorization for the orders in bulk. This is done in the Customer Service module.
From here, filter down to the club release and select any other filtering options as needed. Click search. On the right, enable batch processing.
Now, you can select all the orders you’d like to take action on. Select a batch action- you can hold, cancel, or authorize orders. Click proceed. Now, you will receive a report for the batch action. Any orders that decline again will not send notifications to the customers.
Note: Canceling an order only applies to orders that haven’t been paid for. Paid orders must be refunded.
