Managing Your Customer's Orders

This Article Contains The Following Sections:


Find an Order

Before you can make any necessary adjustments to an order, you must first find it.

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.

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    To view an order... 
    • To view all past and future orders, click the View All button. A new panel will display the customer’s orders.
    • Orders can be sorted by their current status (all, unsent, rejected, canceled, and successful) by using the dropdown menu at the top right. 
    • Clicking on an individual order will reveal order details — including shipping address, payment method, and total dollar value, along with its items and their quantities.

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    To view a rejected order... 
    • To view rejected orders, find the Orders section for the customer in question. Find an order with Rejected listed under the date of the order.
    • Hovering your mouse over the word "Rejected" to receive more information about the rejection status of that order.

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Remove a Subscription from an Order

There may be occasions when a customer requires that a subscription be removed from an order — when orders contain multiple items, this can become complicated.
If an order only contains one item, removing it will cancel the order and create a future order for that item, based on its set frequency.
If an order contains multiple items, removing one item will remove that subscription from the order and transfer it to the future order date. The other items in the order will process normally.

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.
  • In the Details Section of the order you wish to adjust, click the Remove item button to the right of the subscription item you wish to remove.
  • Clicking that button will provide a confirmation model. Once confirmed, the item will be removed from the order in question. 

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Change the Date of an Order

Customers may request to adjust dates to process subscription orders for your store. When that occurs, adjusting that information is a simple adjustment. 

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.
  • From the order detail section, click Change Date to open the calendar modal, then select the new order date.
  • Click Save to finalize your changes. 

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Change the Quantity of a Subscription Item in an Order

If a subscriber especially enjoys your products, they may wish to add more to their subscription. To adjust the quantity of a subscription item, follow the steps below.

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.
  • Select the order you wish to edit.
  • For the item whose quantity you wish to edit, find the Send field and adjust the quantity to reflect your subscriber's intended amount.  

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    Note: Changing the item quantity in an order will only change it for that order. To affect a permanent change, the item quantity must be altered at the subscription level. 


Process an Order Immediately (Send Now)

Some of your subscribers may require an upcoming order to be sent immediately. To expedite that, follow the below steps to easily adjust that order.

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.
  • Select the upcoming order for this customer and click the Send Now button, located above the order details and next to Change Date.
  • Clicking that button will cause the visible order status to change to "Processing Order."
  • In order to finalize this change in processing this order immediately, click the Save button.

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    Note: If you clicked the Send Now button by mistake, you may undo the change by clicking the Undo link, which can be found in place of the Order Date. You must still click the Save button to finalize the undoing


Skip or Cancel an Order

If a subscriber wants to keep a subscription active but does not want to receive an upcoming order, you can skip or cancel it with a few clicks.

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.
  • Click on the order in question and click the Skip Order button.
  • A modal will pop up asking you to confirm the choice to skip this order. Once the choice has been confirmed, the order will be skipped.

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    Note: Upon skipping an order, a new future order — or orders, depending on the subscriptions included in the original order — will automatically be generated based on the set frequencies of each subscription in the order. 


Apply a One-Time Discount to an Order (Beta)

For whatever reason, a customer of yours may have earned a one-time discount on an upcoming order. To discount the order, follow the below steps. To learn more about applying a one-time discount, click here

  • To find an order, go to Customers > Search and search for the customer associated with the order you wish to find and click on their record.
  • Once you will find the Orders section right after the Customer Information section. The three most recent orders will appear in this menu level, with each order’s placement date, status, items, ID, and total.
  • Find the order that you wish to discount.
  • Navigate under the order totals and click the + Add One Time Discount button. 

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  • When prompted, select from the options:
    • Applies To:
      • Item total price: Discount will be applied at the item level, per item
      • Orders shipping: Discount will be applied to the shipping cost
    • Type:
      • Fixed Amount: Flat discount of $x applied based on the above selection (such as $5 off each item, or $5 off the order subtotal)
      • Percentage off: Percentage taken off selection above (such as 10% of each item, or 10% off the order subtotal)
      • Value: A specific percent or flat discount to discount (such as $10 vs $5)

  • Click the Save button to finalize the application of this discount.  
  • The order will now reflect the saved discount.

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