Managing orders

Information about the customer that created the order is displayed in the Customer details section.

Customer information can be edited without affecting other details about the order or triggering an email to be sent.

You can select the customer's name to open the customer record that corresponds to the billing email address used by the customer, or the view orders option to view orders previously placed by the customer.

You can use the edit options in the additional information section to edit:

• The customer's requested delivery date
• Any comments the customer entered when creating the order

To print an order as a PDF, select the print option.

A new page in your browser will be opened containing the order information in the design and layout of your order invoice PDF theme. If you have multiple order invoice PDF themes configured in your ShopWired account, you'll be prompted to make a selection before the PDF is generated.

You can use your browser's options to either save the PDF to your device's hard drive or print it.

To download the order information into a CSV file, select the download CSV option.

The order CSV contains all of the information about the order, in a different format to the orders CSV.

Depending on the payment gateway used by the customer to pay for the order, you will be able to view details about the transaction in the Payment details section.

• Payment method name displays the name of the payment gateway used by the customer
• Transaction ID displays the payment gateway's ID for the transaction (this is not available for all payment gateways)!!
• Transaction status displays the transaction's status:
• Settlement pending means that the funds for the transaction have not yet been captured from the customer's card
• Settled means that the funds have been taken from the customer's card
• Voided means that you selected to void the transaction
• Order grand total displays the total amount originally paid by the customer

The products ordered section displays information about all of the products ordered by the customer. It also includes:

• Any options selected for each product
• Any comments or customisation field information for each product
• Any specific delivery prices for products
• The delivery rate chosen by the customer
• The amount of VAT/tax
• Any voucher codes, offers, or other types of discounts

You can use the menu option to edit the products/delivery rate for the order, read more about editing orders.

You can toggle the display of price information to be including or excluding VAT/tax by using the menu option and making your selection. Your preference will be saved and remembered for all orders you view. If VAT is not charged on an order, the toggling display will have no effect.

The tooltip icon ?, next to the VAT line total, can be selected to display whether VAT was calculated on a single unit of each line item or the total quantity of a line item. Read more about VAT calculation.

If you are using a payment gateway on ShopWired that supports separate authorisation and capture and you have configured the payment gateway settings to initially only authorise transactions and manually capture the funds later, the Capture funds section will be displayed when viewing the order.

To capture the funds for a transaction:

1. Enter the amount that you'd like to capture using the Capture amount setting
2. Select capture funds

If you do not want to capture the funds for a transaction, select the void transaction option.

Voiding a transaction doesn't cause any other changes to the order. You should therefore:

• Use the return stock option to return stock allocated to the order back to your inventory
• Change the order status to cancelled

To change the status of an order, when viewing the order navigate to the Order management section:

1. Select the order's new status from the setting provided
2. To send the customer an email notifying them of the change of the order's status, use the send an order status change email setting
   • Read how to customise the contents of order status emails before they are sent to the customer
3. Select save changes

ShopWired provides a Tracking URL setting that you can use to enter a shipping reference, tracking number, or full URL when you dispatch an order.

Any value you enter into this tracking URL setting will be included in the contents of the Shipped order status email. It is output using the Twig variable tracking_url.

If you prefer, the value entered into the tracking URL field does not need to be a full URL. You can modify the order status email code to dynamically create a full tracking URL from a simpler input, like just a tracking number. This allows you to streamline the process by only entering the necessary information and having the system generate the complete tracking link for you. Contact theme support for assistance.

The order tracking URL is saved with the order details and can be updated and resent to a customer at any time.

By default, the tracking URL isn’t displayed on order PDFs or on your website (when customers view their orders through their accounts). You can add it to these locations by coding it in, using the variable {{ order.tracking_url }}.

If you need help making the tracking URL available on your website or elsewhere, contact theme support.

Orders on ShopWired can be either active or archived; this is referred to as the order's state.

You can change an order's state in the Order management section by selecting the new state and then save changes.

You can add an admin comment to an order in the order timeline section.

Admin comments added to an order are not displayed to your customers or on your website.

Once added, admin comments cannot be edited; they can only be deleted.

You can duplicate an existing order by selecting the copy option when viewing the order details.

When you duplicate an order, you will first be able to edit any of the details about the order (such as the customer details or products in the order) before selecting to create the new order.

Duplicate orders are not linked to the original order and are given a new order reference and order date.