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Orders

How Tos (3)

You can find this section under Orders > Orders in the IRP Admin left navigation menu.

Here you can view Order details for all Orders contained within your IRP. This help topic provides information on Orders including the Search/Filter functionality, Order Statuses, Order Actions and Order Records.


Order Search and Filter


You can search for and filter Orders by using the Search bar at the top of the page. The search fields will change to accommodate the filter criteria that you have selected – here are some examples:

 
 
 
 

You can choose from the following order criteria to search and filter by:

Setting Description
Amazon Order ID Use this to locate Amazon Marketplace Orders (if applicable to your system) by ID.
Amazon Pay Order Reference ID Use this to locate Amazon Pay Orders (if applicable to your system) by ID.
Customer Email Address Use this to search for all Orders placed from a specific email address.
Customer ID Use this to search for all Orders placed by a specific Customer.
Date Range Use this to search for all Orders placed over a specific Date Range.
Delivery Surname Use this to search for all Orders placed by Customers with a specific Surname.
eBay Order ID Use this to locate Amazon Marketplace Orders (if applicable to your system) by ID.
External Order ID Use this to search for a specific external Order ID.
Intervention Use this to search for orders associates with a particular Intervention.
Last 7 Days Use this to search for all Orders placed within the last 7 days.
Last 24 Hours Use this to search for all Orders placed within the last 24 hours.
Marketplace Amazon Use this to search for an Amazon marketplace (if applicable to your system) associated with the order.
Marketplace eBay Use this to search for an eBay marketplace (if applicable to your system) associated with the order.
Order ID Use this to search for a specific Order.
Order Invoice ID Use this to search for a specific Order Invoice ID.
Order Status Use this to search for all current Orders set to a specific Order Status.
Order Type Use this to search for a specific Order Type (e.g. Online, EPOS, Telesale, Trade, Amazon Marketplace, eBay Marketplace).
Payment Method Use this to search for a specific Order Type, e.g. Pay By Card, Cheque, Cash Finance, Split Payment, PayPal, WorldPay, External Card Terminal, etc.
Pending Payments Use this to locate pending payments. All orders in the following statuses will be returned:
New awaiting payment authorisation
New pay by PayPal
New pay by WorldPay
New pay by Amazon Pay
Platform Use this to search for all Orders placed using a particular platform (Desktop, Tablet, Mobile).
Post Code Use this to search for all Orders placed at a specific Post Code.
Price Range Use this to search for all Orders placed with a Sub Total between the specific Price Range.
Private Sale Use this to search for all Orders placed within a specific Private Sale.
Product Use this to search for orders for a specific Product.
Promotion - Basket Discount Use this to search for all Orders placed using a Basket Discount promotion.
Promotion - Free Shipping Use this to search for all Orders placed using a Free Shipping promotion.
Promotion - Product Use this to search for all Orders placed using a Product promotion.
Purchase Order Number Use this to search for all Orders with a specific Purchase Order Number.
Shipping Country Use this to search for all Orders placed for delivery to a specific Country.
Shipping Method Use this to search for all Orders placed using a specific Shipping Method.
Today Use this to search for all Orders placed today.
Traffic Partner ID Use this to search for all Orders placed from a specific Traffic Partner.

You can filter Orders using the Quick Access Panel. This Panel is limited to the main Order Statuses. Clicking on one of these options will reload the Orders.aspx page displaying all Orders of the selected status only:

Orders Quick Access Panel

As you can see in the screen capture above, you can also use buttons to Auto Approve NEW Orders, Print Approved Order Sheets and view End-of-Day Documents. In addition, you can use the Fulfillment from button (shown on the left side of the screen capture above) to show orders only from individual stock locations or from all stock locations. To use this feature, simply click the button and a drop-down list of your stock locations will be shown, allowing you to select any single location. NOTE that this determines the counts that are shown on the tabs at the top of the Orders.aspx page (New, New Offline, Approved, Picking and Packing, Dispatching, Part Shipped, On Hold) – therefore only if you select 'Fulfillment from: All Locations' will you see counts for all of the orders in the system. Note also that this makes the Orders.aspx page different from the Orders Overview page (OrdersHome.aspx) as the Orders Overview page shows only the orders of the stock location of the logged-in Admin User (using their Stock Location ID). Therefore the counts you see on these two pages may differ unless you have selected your allocated stock location on the 'Fulfillment from' list on the Orders.aspx page.

At the top of the sceen you can filter Orders to show Orders placed in the last 24 hours or 7 days:

In addition, there is a button to open the Auto Dispatch Orders page and a button to Send Emails that are pending (see the Orders Actions section below for more details). You can also use a button to view Incomplete Finance Orders. For details of managing Finance Orders, see the separate Finance Providers help topic.

When you click the cogwheel button shown in the screen capture above, you go to the Order Application Settings page where you can define values for many settings related to Orders in the IRP.


Order Status


All Orders placed on your site will progress through a set Order Status process. The IRP Order process consists of the following Order Statuses:

Order Status Description
New This is the default starting status for orders placed and paid for by Card. Please note, Orders placed using PayPal or WorldPay will be set to either the New Pay By PayPal or New Pay By WorldPay sub-statuses initially. These Orders will then transfer to New status once payment is received.Card and PayPal orders are charged when a customer places their order.
New Offline This status combines the various offline sub-statuses including New Pay By Cheque and New Pay By Bank Transfer and it is the default starting status for orders placed and paid for by Cheque, Bank Transfer, Invoice and Finance. Offline orders are charged once they are Approved.
New Trade This status is the intial one for new B2B orders. For more details about this feature, see the B2B Overview help topic.
New Click And Collect This is the default starting status for orders placed using Click & Collect. For more details about this feature, see the main Click & Collect help topic.
New Pay By Alternative Payment Method Most Alternative Payment Method (APM) orders will be inserted with the Pending status 'New Pay By Alternative Payment Method'. However these will be automatically updated via WorldPay's Order Notification service if configured correctly in the WP MAI. You can also check Pending WorldPay Orders by performing Payment Checks either manually or through the 'Check Pending Alternative Payment Method Orders' Common Task. For more information about SPMs see Alternative Payment Methods.
New Pay by Amazon Pay This is the default starting status for orders placed using Amazon Pay. If Amazon Pay cannot complete a Payment Authorization within an acceptable amount of time, they request that an Asynchronous Authorization is performed. This means that the Authorization is initiated but the Success / Failure result is sent at a later date, i.e. when Amazon can confirm. Such orders are added to the system as 'New Pay by Amazon Pay' and are in essence 'Pending', meaning that the IRP will automatically push them through to 'New' if Amazon sends a message indicating that Authorization has been successful and, inversely, they will be cancelled if Amazon indicates a failure. For more details about this feature, see the main Amazon Pay Accounts help topic.
New Awaiting Payment Authorization This is the status when a payment still requires authorization.
New Pay By PayPal This is the default starting status for orders placed using PayPal.
New Pay By WorldPay This is the default starting status for orders placed using WorldPay.
New Pay By Finance This is the default starting status for orders placed using Finance.
On Hold If a problem occurs at any stage throughout the Order Process, the Order can be set to On Hold. This is a buffer status which can be used to pause the Order Process, allowing you to deal with the problem before returning to the original status, when the problem is resolved. Orders set to On Hold status will return to the status they were in before being set to On Hold (see the How To Manage an Order article in this section). NOTE: If an order is at the Picking and Packing / Dispatching stage and it is then set to On Hold, the stock is replenished at the local stock location; if the stock location also has the 'Stock Available For Web' setting enabled (as described in the Stock Locations topic), web stock is also replenished. Stock is not affected by 'New' or 'Approved' orders that are put On Hold.
Approved Once all information required to complete an order has been received (successful payment, items in stock and available for dispatch, etc.), the Order should be set to Approved.
Picking and Packing This status covers the actions of picking and packing Stock Items for Dispatch.
Dispatching When the order is awaiting dispatch or collection by a courier the Dispatching status should be used.
Part Shipped If one or more, but not all items of an Order have been shipped the Part Shipped status should be used.
Complete Once an Order has been dispatched, it can be set to Complete status.
Cancelled If at any stage the Order is cancelled, it can be set to Cancelled status. Stock Levels will be replenished as a result.
Cancelled Pending Email This is the status for Click & Collect orders that have been cancelled. For more details about this feature and on how to proceed, see the main Click & Collect help topic.
Fraud If an Order is determined to be Fraudulent, it can be set to Fraud status. Stock Levels will be replenished as a result.

Please note, there are a number of Order sub-statuses that Orders can be set to throughout the Order Process. These sub-statuses are used to hold the Order until the action required to move them onto the next full status is performed.


Order Actions


You can perform the following Actions by clicking the corresponding button on the Orders.aspx page. The number present on each button represents the number of Orders that will be affected by clicking the button.

Action Description
Send Emails

At various stages throughout the Order process, Orders will be set to a status which requires that an email be sent to the Customer. These statuses include CardQueryPendingEmail, PartShippedPendingEmail, CancelledPendingEmail and CompletePendingEmail. Clicking this button will send out all pending emails for Orders which have been set to one of these statuses. This can also be performed by a Common Task on a recurring basis.

Incomplete Finance Orders

For details of managing Finance Orders, see the separate Finance Providers help topic.

Auto Dispatch Orders

This opens the Auto Dispatch Order page.

Display Orders placed in Last 24 Hours

Filters the Orders.aspx page to display all Orders placed in the last 24 Hours.

Display Orders placed in Last 7 Days

Filters the Orders.aspx page to display all Orders placed in the last 7 Days.

Open Application Settings OrderSettings.aspx

Opens the Order Settings page in the Application Settings section.

Auto Approve New Orders

This checks all current Orders with the New status against the Auto Approve Criterias set in your Admin. Orders that meet the criteria are automatically set to Approved status.

Print APPROVED Order Sheets

Clicking this button will open the Print Approved Order Sheets lightbox. This will allow you to print the selected sheets for all Orders in the Approved status:

Print Approved Order Sheets
  1. Order Status: Filter the Order Sheets to be printed by Order Status (New, New Offline, Approved, Picking and Packing, Dispatching, Part Shipped, On Hold). Click 'Include Trade' if relevant.
  2. Shipping Method: Filter the Order Sheets to be printed by Shipping Method / Carrier. Note that, if you do not wish to discriminate against a particular Carrier or Shipping Method, please select the 'All Carriers and Methods' option.
  3. Order Sheets By: Specify the Order in which the Pending Order Sheets should be printed in. You can set this to Priority, or Oldest Orders First. Priority is specified in the Shipping Method.
  4. Stock Location: Filter the Order Sheets to be printed by Stock Location. Note that if you do not want to discriminate against a particular Stock Location, select the ‘All Carriers’ option.
  5. Select the sheets that you want to print for all Orders in the Approved status:

    • Print All: Print all available Order sheets.
    • Print Picking and Packing Sheets: Picking and Packing Sheets can be printed to increase efficiency in Order fulfilment.
    • Print Charging Sheets: Charging Sheets can be printed to help identify which Order Items have been Charged.
    • Print Customer Invoices: Customer Invoices should be sent to the Customer in Orders where the Payment has not been settled.
    • Print Customer Receipts: Customer Receipts should be sent to the Customer along with their Order Items.
    • Print Returns Management Form: Returns Management forms should be sent along with an Order to simplify returns.
  6. Click the Print Selected Order Sheets button to generate a PDF of the selected Sheets. From here, you can print the sheets within the PDF reader application as standard.
  7. Click the Move Orders to Processing button to set the Approved Orders to Processing status.
  8. Note that personalised product details are displayed on these default order sheets. You can do the same on customised order sheets — see Order Sheet Templates for details.
Process 'Approved' Orders

Click after Order Sheets have been printed to set Approved Orders to the Picking and Packing status.

End Of Day Documents

Prints carrier-specific End Of Day Documents for Integrated Shipping Carriers, e.g. Royal Mail, Parcelforce. Manifests will only be available if either Royal Mail or Parcelforce Shipping Methods have been created within your IRP. This is discussed in further detail in the How To: Create and Add a Royal Mail Shipping Label article in the Shipping Methods section. See also the End Of Day Documents help topic.

Update All Orders

Update changes made to all Orders on the Orders.apsx page.

Add Admin Note

Enter Admin Notes in the text box and click the button to save them in the Order record. Admin Notes can be used to record various changes/updates to Orders. You can enter as many as you need to against an order.

Add Shipping Reference

Click the button to generate a Shipping Reference/Barcode based on the Shipping Method's Carrier Integration. This Reference/Barcode will apply to all Items in the Order.

Progress Order

Orders can remain at their Current Status or move to the next logical Status. Orders that have been put On Hold should be moved back to their previous Status to re-join the Order flow. please note, the / button must be clicked to save the change.

Print Order Sheets

Opens a lightbox wherein you can select Order Sheets to print for an order. Note that personalised product details are displayed on these default order sheets. You can do the same on customised order sheets — see Order Sheet Templates for details.

Print Shipping Labels

Allows you to print Shipping Labels for an order (only if either Royal Mail or Parcelforce Shipping Methods have been created within your IRP.).

Manage Order

Opens the OrderManage.aspx page for this Order. Various actions can be performed on this page. They are discussed in detail in the How To: Manage an Order article in this section.

Put Order On Hold

Sets the Order to On Hold status. Orders can be moved back to the status they were in before being set On Hold by finding the Order and clicking the button. The status name on the button will vary depending on what status the Order was in before the Put On Hold button was clicked. NOTE: If an order is at the Picking and Packing / Dispatching stage and it is then set to On Hold, the stock is replenished at the local stock location; if the stock location also has the 'Stock Available For Web' setting enabled (as described in the Stock Locations topic), web stock is also replenished. Stock is not affected by 'New' or 'Approved' orders that are put On Hold.

Update Order

Update changes made to current Order on the Orders.apsx page.

Finance Status Check

Click this button to perform a Finance Application Status Check on the Order. Note that clicking this may move the Order to NEW is the Application has been successful. For more details, see the separate Finance Providers help topic.

 

Order Records


Each Order will be displayed in a boxed area as shown in the screen capture below. Note that this is for example purposes only; this shows a Trade Order and some aspects of your Order Record will look different.

The following information will be shown in an Order Record:

Detail Description
Order Information
Order ID The unique identifier for this Order within the IRP.
Placed The Date and Time that the Order was placed.
Status The current Order Status for the Order.
Payment Method

The Payment Method used to pay for the order. This can be one of ten potential values:

  • Card
  • Cheque
  • Bank Transfer
  • Cash
  • Credit
  • Voucher
  • Split Payment
  • PayPal
  • WorldPay
  • Invoice
Currency The Currency selected by the Customer.
Source The Method used to place the order. This can be one of the following values:
  • Online - Standard Order Type used when an Order is placed by a Customer with an account on the full site.
  • Guest Checkout - Order Type used when an Order is placed by a Customer using the Guest Checkout functionality on the full site.
  • Mobile - Order Type used when an Order is placed by a Customer with an account on the mobile site.
  • Retail - Order Type used when an Order is placed by a Customer in store using the IRP EPOS.
  • Trade - Order Type used when an Order is placed by a Trade Customer.
  • Telesale - Order Type used when an Admin User uses the Telesales functionality to place an Order for a Customer.
IP Address The IP Address of the machine used to place the Order.
Purchase Order Number (Trade Orders only) This shows any Purchase Order Number entered by a Trade Customer when they placed their order. Admin Users can also populate this field if required.
Fraud Indication
Fraud Indication

Card Orders placed using RealEx will provide a Fraud Indication. The Total Score for a Fraud Indication is comprised of scores for various order checks. If a check passes, 0 is assigned to the check, and if it fails, a specified failure value is assigned as shown below:

Check Default Failure Value Description
Total Number Of Card Attempts 3 * Failed Attempts This counts the number of card attempts made. This value is calculated by adding three to the total for each failed attempt. For example:
  • 1 Attempt = 0
  • 2 Attempts = 3
  • 3 Attempts = 6
  • 4 Attempts = 9
  • and so on...
This check is performed within the IRP.
Total Number Of Unique Card Attempts 5 * Failed Attempts This counts the number of unique/different cards attempted. This value is calculated by adding five to the total for each failed attempt. For example:
  • 1 Attempt = 0
  • 2 Attempts = 5
  • 3 Attempts = 10
  • 4 Attempts = 15
  • and so on...
This check is performed within the IRP.
AVS Postcode Check 30 The Address Verification Service (AVS) verifies the cardholders postcode by checking the information provided by at the time of sale against the issuing bank's records. This check is only possible for Orders placed by customers from the UK and United States. This check is performed by RealEx and fed back to the IRP.
AVS Street Address Check 6 The Address Verification Service (AVS) verifies the cardholders address by checking the information provided by at the time of sale against the issuing bank's records. This check is only possible for Orders placed by customers from the UK and United States. This check is performed by RealEx and fed back to the IRP.
Delivery Address = Billing Address 1-6 For each Line of the address that is not equal, 1 will be added to the score, up to a total of 6. This check is performed within the IRP.
Delivery Country = Billing Country 15 This check is performed on the Country field only, within the IRP.
Card Country = Billing Country 30 The Card Country Value relates to the Country of the Issuing bank, rather than the country to which the card is registered. This check is performed by RealEx and fed back to the IRP.
Card Country = Delivery Country 15 The Card Country Value relates to the Country of the Issuing bank, rather than the country to which the card is registered. This check is performed by RealEx and fed back to the IRP.
Name on Card = Billing Surname 15 This check is performed on the Surname field only, within the IRP.
Has Customer Ordered Before? 3 This checks to see if the Customer is a new Customer, or if they have placed an order before. This check is performed within the IRP.
Has Customer Multiple Complete Orders? 15 This check determines if multiple open orders have been placed. This is an indication to potential fraudulent orders placed by bots, for example. This check is performed within the IRP.
3D secure ECI value 3 This score is configurable using an Application Setting in the 'Security - Fraud Scoring' grouping called 'Fraud Scoring Score 3D Secure ECI Value'. Non-3D secure cards will display 'Not 3D Secure'. 3D Secure cards with a liability shift will display the ECI value but have a fraud score of zero. 3D Secure cards without a liability shift will display the ECI value and have a fraud score from the Application Setting. Whether or not the liability has been shifted will be determined from the value recorded against the payment processor transaction compared to the value expected by the card type for the transaction. The fraud score style will be positive when 3D secure and shifted, negative when 3D Secure and not shifted, and neutral when not 3D Secure.

The default values have been tested extensively within the IRP. If required, the Default Failure Values can be changed in the Fraud section of Application Settings. Please note that any changes made to the default values should be taken into account when setting Fraud Scoring Bands.

These values are totalled providing the Total Fraud Score. This score is then compared with the Fraud Scoring Bands to determine the severity of Fraud with this particular order.

The following is an example of Fraud Indication:

Clicking the View Full Response link will open the XML document of the response received from RealEx relating to this order. The values within this XML file are described in detail in the RealAuth Developers Guide.

Please note that this is an indication only. There is no exact method of determining Fraudulent Orders. The Fraud Indication will provide an informed indication as to the legitimacy of an Order, highlighting orders which could potentially be Fraudulent. As there is no exact method to highlight Fraud, there is the potential to highlight legitimate Orders as potentially Fraudulent. If you are in any way unsure about an Order, we strongly advise that you contact the Customer.

Stock Information
Order Item Stock Status

If one or more Order Items are out of stock, the following message will be displayed:

If no Order Items are in stock, the following message will be displayed:

If all Order items are in Stock, no message will be displayed.

Hovering Over the Stock Image, will open the Stock Information window, which provides a brief synopsis of the stock status for all Order Items:

Clicking the button will open the OrderActions.aspx page which will allow you to update Local Stock Levels for all Order Items present in the Order:

Customer Information
Delivery Address Delivery Address entered by Customer. Admin Users can click the Edit button to change this if necessary.
Billing Address Billing Address entered by Customer.
Customer ID The Customer’s unique ID in IRP Admin.
Previous Orders The number and total value of previous orders placed by the Customer. Admin Users can click on the details to view the Customer’s previous Orders and from there they can also view the Customer Record for this Customer.
Email Address Email Address entered by Customer. Admin Users can click on the address to email the Customer.
Day Phone Main Phone Number entered by Customer.
Other Phone Mobile Phone Number entered by Customer.
Mailing List Subscribed True if subscribed. False if not subscribed.
Card Details Card Details entered by Customer. Note that for security reasons Admin Users cannot view full card details.
VAT Number (If applicable) The Customer’s VAT number.
Please note that the StockID to Picking Location values occur for each Order Item within the Order.
Stock ID Stock ID for the particular Order Item.
Image The Stock Image for the particular Order Item.
Description Description for the particular Order Item. The Description is comprised of (Category Brand Model Name Stock Option).
Status The Order Item Status for the particular Order Item.
Default Location Stock The Local Stock Level within the IRP for the particular Stock Item.
Quantity The Quantity of the Stock Item that has been ordered.
Unit Price The Unit Price of the Stock Item.
Item Total A total value for the Order Item. This is calculated using the following equation:

Quantity * Unit Price
Picking Location If Picking location have been assigned to your Stock Items, this will be displayed here.
Sub Total The value of the Order including VAT, before any extra charges/deductions have been taken into account. For Example, Shipping charges, voucher deductions, etc.
Tax (Included) The amount of VAT charged in the Order.
Shipping Method The Shipping Method that has been selected along with the corresponding cost set in the Shipping Rules section. NOTE that if you set a date against the 'Update Shipping Details' setting on the OrderManage.aspx page, then the send time will appear on the Order Record in addition to the Shipping Method. This needs to be a valid single ship date (which is determined from all order items having a single ship date). (You can also use the 'Enable Shipping By Delivery Date' Application Setting, in which case shipping will be by Delivery Date and not the standard Shipping Rules but note that this should be enabled ONLY for sites where the actual day of delivery is important and can be guaranteed.
Profit The Profit made on this Order.
Total The total value of the Order including VAT, Shipping, minus any voucher/discounts.
Amount Charged So Far The amount that has been charged so far. This value will equate to the Total value, the majority of the time.
Other Information
Partner ID The Traffic Partner associated with this Order.
Admin Note Allows Users to add notes against an Order, as described in the Order Actions section.
Shipping Reference Allows users to apply a Shipping Reference or Barcode to all items in an Order, as described in the Order Actions section.
Tracking Code Here you can enter a Tracking Code to apply to all items in an order.
Progress Order Allows Users to move the Order to the next logical Order Status, as described in the Order Actions section.
Dispatch Allows Users to use the Auto Dispatch functionality for this Order, as described in the Order Actions section.
Sheets Click this button to select order sheets to print for an order. Select from:
Picking and Packing Sheets
Charging Sheets
Customer Invoices
Customer Receipts
Returns Management Form
Labels Click this button to print Shipping Labels for an order. A popup window will appear showing the label.
Put Order On Hold Allows Users to put the Order On Hold, as described in the Order Actions section.
Manage Order Allows Users to Manage the Order, as described in the Order Actions section.
Update Order Allows Users to update shipping details and to save any changes made to the Order, as described in the Order Actions section.
 

Printing Labels


You can print labels regardless of the status of an order. There are primarily three places in the Admin where you can print labels:

  1. Orders.aspx — by clicking the ‘Labels’ button:
    Labels button
  2. OrderManage.aspx — by clicking the ‘Labels’ button:
    Labels button
  3. OrdersAutoDispatch.aspx — by clicking the ‘Postage Labels’ button (assuming that a Tracking Code or Parcel has already been created for the Order). Alternatively, to generate a new Tracking Code, click the ‘Yes – Dispatch Whole Order’ button:
    Postage Labels button

Note on Orders with the status 'Awaiting Payment Authorisation'


When you have 3D Secure enabled, orders with the status 'Awaiting Payment Authorisation' mean that the orders have not been completed by the customer for some reason. Where 3D Secure is concerned, customers will often abandon their order at the point where they are asked to enter their password.

Note that you can clear such orders using a Common Task called 'Delete Incomplete Third Party Payment Orders'. This will auto-remove such orders after 72 hours.


Note on Refunds


Managing refunds is described in the section below entitled How to Refund Card & PayPal Orders however there are two issues that bear repetition here:

  1. To find out why a payment or refund was not successful you can view the response that was returned from RealEx by clicking the ‘View XML Response’ link on the ‘Payments’ tab on the Order Manage page.
  2. If you see the message ‘512: This transaction has already been rebated and cannot be rebated again’ you need to allow multiple refunds per transaction on your RealEx account This is a setting on the RealEx account — this is NOT an IRP issue. This setting is not enabled by default on your RealEx account.

When cancelling or returning order Items, potentially separate Audit Order Item entries will be added depending on whether or not there is a mixture of Write Offs and Replenishments. Separate Audit Entries are added when:

  1. Stock is written off
  2. Stock is replenished

So, for example, if two items were being cancelled — one faulty and one unwanted but in working order — two separate Audit Entries would be added:

  1. A Qty of 1 with ReturnedToStock = true
  2. A Qty of 1 with ReturnedToStock = false

Cancelling Pending Payment Orders

Note that only web stock levels will be replenished when cancelling Pending Payment orders, that is, orders in the following Statuses:

  • New Awaiting Payment Authorization
  • New Pay By AmazonPay
  • New Pay By PayPal
  • New Pay By WorldPay
  • New Pay By Finance

Note that, for orders that are cancelled or returned that have had a voucher or promotional discount applied to them, the IRP re-calculates the Order Total using the original voucher and discount amounts (not the 'reduced' amounts). So for example when such an order is cancelled:

  1. Order Sub Total: £100
  2. 10% Discount Applied - Discount Amount: £10 - Order Total: £90
  3. Order Cancelled - Discount Amount reduced to: £0 - Order Totals re-calculated using original Discount Amount - Order Total: £90

Note on Adding Out of Stock Items to Orders


If you want to be able to add Out of Stock items to orders via IRP Admin, you should deactivate products that have no stock so that they do not appear on the front end of the website for customers to view. Then, you should enable the Application Setting ‘Enable Purchase Of Out Of Stock Items’ . You wil then be able to add the products in IRP Admin but customers will not be able to purchase the products through the front end.


Note on Payment Transactions using 3D Secure


Should a client have 3D Secure enabled, Payment Transactions against orders will look slightly different to clients without 3D Secure enabled. Instead of the 1 Auth Transaction, they will potentially have three Transactions.

Sometimes, if the customer is redirected to the Verification page, they will close their browser and not complete the Transaction. The order is therefore not completed and will sit in the New Awaiting Payment Authorization status – these Orders can be cleared out periodically by enabling the Delete Abandoned Card Orders Common Task Type.

Important: For a full description of the processes through which 3DS orders progress in the IRP, see the How To Understand Payment Transactions Using 3D Secure help topic in the 'Card Processors' section of the Knowledge Base.



How To Guides (3)

Clicking the button in an Order Record will open the OrderManage.aspx page for that particular order. Typically the sequence of managing an Order involves an Order moving through the following statuses: New > Approved > Picking & Packing > Dispatching > Complete Pending Email > Complete.

The OrderManage.aspx page lets you manage and update various aspects of an order including:

  • Order Item updates
  • Shipping updates
  • View Payment Responses
  • Placing Additional Charges
  • Issuing Refunds
  • View Order History
  • Cancel Order
  • Change Order Status
  • Add Items to Order
  • Cancel Order
  • Print Order Sheets
  • Print Order Labels
  • Resend Order Confirmation Email
  • Return an Order Item

These actions can be performed in one of the tabs on this page or one of the corresponding Lightboxes, as discussed below:

Please note, certain tabs will only appear in this section if an Order has reached a particular Order Status in the Order process.

Order Info Tab

Basic Order Information Section

This section shares some of the functionality from the Orders.aspx page:

Action Description
View Order Information

You can see the following which are described in the main Orders article:

  • Order ID
  • Placed
  • Status
  • Payment Method
  • Currency
  • Source
  • IP Address
  • Delivery & Billing Addresses
  • Customer ID
  • Email Address
  • Mailing List Subscribed
  • Phone Numbers
View Fraud Indication This allows you to view the Fraud Indication record for this payment, as described in the main Orders article.
View Full Customer Details Clicking this button will take you to the Customer Record for this Customer.
Add New Admin Note /
View admin Notes
Clicking this button enables the Admin User to add a text based note to the Order. Admin Notes are displayed below this button, within the Order Record.
Resolve Stock Issues This allows you to update Local Stock Levels for all Order Items present in the Order, as described in the main Orders article.


Order Items Section

This section allows you to edit certain aspects of the Order Items on an Order basis, or on an individual Order Item basis:

Action Description
Ship Order You can decide to ship items Together or Individually here. The selection made here will determine which remaining functionality is available in the Order Items section.
Bulk Shipping Reference You can apply a Shipping Reference to all Order Items within the order by adding a Shipping Reference in Bulk. Clicking the symbol automatically generates a Shipping Reference/Barcode from the range set in the corresponding Shipping Method. Clicking the button will apply the Reference to all Order Items within the Order.
Stock

Hovering over the Stock status will display the current Website and local Stock Levels for the particular Stock Item.

Shipping Method You can assign a specific Shipping Method to a specific Order Item.
Shipping Reference You can assign a Shipping Reference/Barcode to a specific Order Item. For example, if a particular item has been requested to be delivered via next day delivery, while the remainder of the order is sent 1st class.
Shipping Date You can assign a Shipping Date to an Individual Order Item. This should be used if the Items are Part Shipped on different days.
Quantity You can assign a new Quantity to a specific Order Item. this should be used if a Customer requests that an additional item be added to or removed from their order. In this case, an additional charge or refund should also be performed on the Charge / Refund tab.
Cancel You can cancel a specific Item, if it is no longer required by clicking the button.
Update Any changes made to this section should be followed by clicking the button. This will save the changes.
Label Clicking the button will open a PDF of the Shipping Label for this Individual Order Item.
Return The button will only appear beside Order Items in Orders which are in Complete status. Clicking it opens the Process returns page for this item, which allows you to update Stock Levels, whether returned or written off, and refund the Customer.




Shipping Details Section

This section shows the current Shipping information including Shipping Method and Carrier.



Order Totals Section

This section shows the various current Order Totals like on the Orders.aspx page, with the addition of the Rebate Total and Amount Outstanding Total.



Charge / Refund Tab

Charge / Refund Section

This section shows a simplified version of the Order Totals section.


Refund Card Section

Refunds can be made by entering the amount to Refund in GBP in the field and clicking the button.



Charge Card Section

Additional Charges can be made by entering the amount to Charge in GBP in the field and clicking the button.

Dispatch Locations Tab

Dispatch Locations

Once an order has been set to Part Shipped or Complete this section will become available. It details all items within the Order that have been Shipped to date including their Dispatch dates and the Stock Location from which they were dispatched.

Payment Log Tab

Card Processor Transactions

This section shows the Payment Transactions that have occurred for this Order. This will include Charges and Refunds for Orders placed using:

  • RealEx
  • PayPal
  • WorldPay

Clicking the View Response link will open the XML document of the response received from RealEx relating to this Order. The values within this XML file are described in detail in the RealAuth Developers Guide.

Order Log Tab

Audit History

This section lists the actions that have been performed on an Order. This includes any Order Status changes, Notes added, Price Changes as well as recording the Admin User and timestamp.

Other Actions

These buttons appear in the top right hand corner of this page and provide the following functionality:



Action Description
Cancel Order Clicking the button opens the Cancel Order Lightbox, which will allow you to Replenish Stock Levels for Cancelled Items, Refund a specific Order Value and Cancel the Order.
Put Order On Hold Clicking the button sets the Order to On Hold status. Orders can be moved back to the status they were in before being set On Hold by finding the Order and clicking the button. The status name on the button will vary depending on what status the Order was in before the button was clicked. NOTE: If an order is at the Picking and Packing / Dispatching stage and it is then set to On Hold, the stock is replenished at the local stock location; if the stock location also has the 'Stock Available For Web' setting enabled (as described in the Stock Locations topic), web stock is also replenished. Stock is not affected by 'New' or 'Approved' orders that are put On Hold.
Move To [Order Status] Clicking the button sets the order to the next logical Order Status in the Order Process. This status is displayed on the button. like the button, the status name on the button will vary depending on what status the Order is currently in.
More Actions

Clicking the symbol opens the More Actions area which provides access to the remaining buttons in this Section.

Mark as Fraud Clicking the button sets the Order to Fraud status and opens the Returns Mark Order as Fraudulent Lightbox, which allows you to Replenish Stock Levels for Order Items, Refund the full Order Value and Cancel the Order. This also changes the customer account email address and password so that they don’t receive communications.
Release Order Click this button to reset the stock location set against an order, making it available to all stock locations.
Mark as Returned The button will only appear in the More Actions Area for Orders that are in Complete status. Clicking it opens the Returns Lightbox which allows you to Replenish Stock Levels for Returned Items and Cancel the Order.
Add Item to Order

Clicking the Add Item button opens the Add Item to Order Lightbox. (Note that you cannot remove an item from an order.)

The Search functionality will allow you to search for and display the particular Stock item using Model Name, Stock ID, Model ID, Partcode or External Stock ID, You can also add Fixed Kits (but not Standard Kits) using the same search criteria. Click the button at the right hand side of the Stock Item you wish to Add to the order.

This will open a new Lightbox which will allow you to specify:

  1. The quantity of the Item to be added to the Order.
  2. Whether the charge should be applied automatically or not.
  3. The extra cost that the Customer will be charged. This value is automatically generated with the current Price value for the Stock Item.

You will see a summary message of the items being added and any additional charges being made. You will be asked to confirm the information before proceeding with the action. This helps to minimise the possibility that an error will be made, either by charging when no charge should be made, of charging incorrectly, or of some other manual error being made.

Make the necessary changes and click the button to add the Stock Item to the Order.

Note that if, for example a customer has paid via PayPal and wishes to add something to their order, charging extra via PayPal is not available through the IRP. Instead, Admin Users can take a card payment over the phone. When you charge the new card, the details of the new card will not be saved over the old card.

Sheets

Clicking the Sheets button opens the Print Sheets Lightbox:

Select which sheets you want to print by clicking the relevant checkboxes and click the button to open a PDF containing the sheets for printing.
Note that personalised product details are displayed on these default order sheets. You can do the same on customised order sheets — see Order Sheet Templates for details. Note also that you can enable the Show Images On Receipt And Invoice Application Setting (in the 'Admin Settings' grouping) to render product images on your receipt and invoice sheets.
Note on Kits:You can view Kit Item Picking Locations on Order Picking and Packing Sheets. When an order includes a Kit, the Picking Locations of each item within the Kit will be displayed in the Location column of the Picking and Packing sheet. The Kit Item Descriptions are numbered and the Picking Locations displayed for each item within the Kit are displayed with matching numbers:
1. Model Name 1. PickingLocation1
2. Model Name 2. PickingLocation1
This allows you to determine which Picking Location corresponds to which Kit Item. You should allocate picking locations to the individual stock items that are in a kit. If you have no Order Sheet Templates configured, the default P&P sheet that comes with the IRP will include the the picking locations. Otherwise, you can create s customised Order Sheet Template that you can use in place of the default P&P sheet.
Note also that component Products within a Kit will have their EAN and PartCode values displayed on the sheet.

Print Label(s) Clicking the button opens a PDF of the Shipping Label for this specific Order for printing.
Send Email Clicking the button opens a Lightbox which allows you to resend the Order Confirmation Email to the Customer, or to any other email address.
Resend Email Clicking this button allows you to select an email to resend to the customer about the order.

FAQs (6)

Can I change a delivery address in IRP Admin after a customer has placed an order?
Currently this ability is a permission set against an Admin User, grantable by either your Systems Integrator or another user that has the permission.

Why do I see the message '512: This transaction has already been rebated and cannot be rebated again'?
This is a setting on the RealEx account, not the IRP. You need to change this setting with RealEx — the account needs to allow multiple refunds per transaction (it is not on by default).

How can I find out why a payment or refund was not successful?
You can view the response that was returned from RealEx by clicking the 'View XML Response' link on the 'Payments' tab on the Order Manage page.

Can I move multiple old orders that have never been fulfilled from 'On Hold' status to 'Complete'?
There is no supported method of moving On Hold orders through the system other than to manually cancel each order that has not been fulfilled.

Why are my ‘Sold prices’ lower than my ‘Instore Prices’?
This is likely to be because you have not correctly configured your Tax Rates. For example, if you have left a Shipping Country with a Tax rate of 0, each of the items in an order will have the IRP Default Tax Rate of 20% (Application Settings > Vat Rate) subtracted from their prices.

How many order sheets can I print at the one time?
If you have very large numbers of orders to print out, it is not advisable to try printing them all at the same time as time-outs could occur on your local machines. This is not an IRP issue, it's just a better idea to print in smaller batches.



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