Order Details

Order Management maintains detailed records of each order that you enter into the system. The Order details page contains all the relevant information regarding an order, organized by section. On this page, you can perform the following order functions (see the following table for details):

To access the Orders detail page, follow these steps:

  1. In the Main accordion menu, select Orders Manager.
  2. Browse or search for orders as described in Searching for Sales Orders in the Administration Module.
  3. Select an order by clicking its ID. The Order details page opens.

The following table describes the components, fields, and buttons of the Order details page.

Fields and Buttons Description
Clear Alerts button Visible when any uncleared system alert messages or warnings exist on the order record. Alerts must be addressed in order to advance the workflow. When you have resolved the issues indicated by system alerts, you can clear them.
Complete, Authorize, Fulfill, File status buttons Darker shading highlights the next workflow step. For example, Fulfill in darker shading indicates that the order is waiting approval to be fulfilled.
Email button Sends an Order Finalized email to the customer.
Print button Prints the sales order report.
Note: Any item- or order-level price adjustments are reflected on this report.
Merge button Merge customer orders.
Split button Splits the order.
Void button Voids the sales order and keep a record of the voided sales order.
Templates button Selects a custom template for your sales order emails.
Advance Workflow icon () Advances the Order to the next workflow state.
Suspend or Unsuspend icon ( or ) Suspends or unsuspends the order. Suspending the Order prevents it from advancing in the workflow.
Lock icon ( or ) Locks (prevents editing) or unlocks the order record.
Flag icon () A flag color for the order that needs further review. Select to show a color or “CHK” from the list.
Currency The currency used when the order was placed. See Localization for details on currency types.
Site The fulfillment site of the order.
General Information section - Edit () button Includes order date, request date, reference ID, promise date, terms, fulfill date, locale, cancel date, and a No back orders checkbox (if back orders are enabled). After editing any fields, click Save to save the changes or Cancel to discard the changes.
Billing Information section - Edit () button Billing Information, which is populated from the customer record. See Global Address Support for address formats.
Payment Information section - Edit () button The payment methods used for the order. Multiple payment methods can be used for an order. If a new payment is added to the order, the new payment record defaults to using the payment stored in this section of the Sales Order. Payment Providers and payment methods must be defined. See External Processors.
Note: If the payment was Apple Pay or Android Pay, then "Via Apple-Pay" or "Via Android-Pay" is appended to the masked number in the Card # field.
Extended Attributes section - Attribute dropdown, Add button, Add All button Lists the attributes that have been applied to the order and the values set for each. An attribute can be added by selecting it from the dropdown list and clicking Add. All available attributes can be added by clicking Add All. The dropdown list is populated with the Attributes configured for sales orders in the Attribute Manager. Attributes configured in the Objects Manager appear on the record to match the specifications outlined in the object's configuration. Clicking the attribute name link opens a window to define a value for the Attribute. Attributes associated to sales orders, shipping orders, and Invoices propagate from the sales order to the shipping orders and invoices.
Edit All button Opens a form to edit the values for all attributes on the order object.
Show Hidden Attributes checkbox If checked, shows any hidden attributes (shaded in gray background).
Trash can icon () Deletes the attribute from the Extended Attributes section.
Special Instructions section - Edit () button Opens the Special Instructions field where you can add or edit any special Instructions.
Items section Lists the status of the items purchased. Item-specific attributes are listed, plus any request dates, promise dates, cancel dates, or fulfill dates, unit price, and extended price. The quantity columns indicate how many of that item were ordered, allocated, shipped, and credit amount (returned).

To view shipping order information for an allocated item, hover over the yellow package icon () for the item. The shipping order number, fulfillment site, and number of items allocated or fulfilled for that item appear. If the item has more than one shipping order, all shipping orders are listed. If the item or an exchanged item has price adjustments, the adjusted amount appears at the item level with description, unit price, tax, and extended price.

If you want to edit any of the item information, click the Edit icon () for that item. If you change the item price or price adjustments, also modify the tax value as needed.

If you want to edit any of the shipping information, click the Edit icon ( ) under the appropriate shipping address. The Edit Order Shipping Address page appears. In addition to modifying the standard shipping address information, you can edit the tax rate and whether shipping or handling are taxable. If any of these values are changed, Order Management recalculates the total tax based on the updated values. See Edit Order Shipping Address.

Show Completed Items checkbox If checked, any Items that have been fulfilled appear in the list.
Add button () icon Opens the Item fields so you can add (or search to add) an Item to the Order. You can also Import Items. See Creating Items by Importing Item Records. If Items were added to the order, click Refresh Pricing to refresh the total cost.
Edit icon () Opens the Edit Order Item Detail.
Summary section Shows a summary of all the costs for the order including:
  • Sub Total: Subtotal of unit prices of Items (includes any price adjustments at the item level).
  • Price Adj.: Price adjustments applied at the order level. Price adjustments include extra charges such as gift wrapping fees (positive adjustment) and promotions or discounts (negative adjustment). Negative adjustments appear in parentheses. If you hover over the blue Information icon (), order-level price adjustment details are provided (description, promo code, reason code, unit price, tax, and ext. price).
    Note: If payment was captured at the time of order placement, then any price adjustment is considered to be excess funds (refunds) due to the customer.
  • If you want to add, change, or delete an order-level price adjustment (promotion), click the Edit button on the top right corner of the Summary section. See Edit Order-Level Price Adjustments. If price adjustments are changed using the net taxation policy, the tax value is automatically calculated.

    Note: If your implementation doesn't retrieve pricing from B2C Commerce, you can manually apply or clear a promotion (or coupon).
    • To apply a promotion or coupon, enter the code in the field in the top right corner of the Summary section, and then click Apply Promo. The promotion value is applied at the Item level (and in the Subtotal). If you hover over the blue Information icon (), the promotion code is visible with the price adjustments details.

      If a promotion code was applied when placing an order in Customer Service Center, it's shown in the top left corner of the Summary section. If you hover over the blue Information icon (), the promotion code is visible with the price adjustments details.

    • To clear a promotion or coupon code, click the Clear Promotion link. The item-level pricing is adjusted. If you hover over the blue Information icon (), the promotion code is no longer visible with the price adjustments details.
  • Shipping: The Shipping field can be manually adjusted by clicking theEdit button.
  • Handling: The Handling field can be manually adjusted by clicking theEdit button.
  • Tax: The total tax on the order.
  • Total: The total cost for the order.
Note: See Value Added Tax for details on the net and gross taxation policies.

The left side of the Summary section lists the allocated, fulfilled, and attached amounts, plus any balance or receivables still due.

Data Scrubbing section Visible only if the job is enabled in the Data Deletion & Obfuscation provider. Includes buttons used to schedule the order record for scrubbing, or to cancel a scheduled scrubbing. These buttons are only visible to users with the appropriate permissions, and only if the order is closed. If the record is scheduled to be scrubbed, the time and date of the scrub is displayed.
Note: The date is based on the value of the Data Deletion Delay setting in the Data Deletion & Obfuscation provider at the time the record was scheduled. For example, if the delay is 2 and the record was scheduled on January 29, then "1/31/2018" is displayed.
Details section Displays information automatically initiated by Order Management based on workflow events or through user interaction. The Details section provides the following information.
  • Linked Orders: Shows the related objects, such as orders, shipping orders, and purchase orders, and the object type, such as an exchange or reship order. Orders with an asterisk (*) refer to orders that are linked to the same customer but not the current order being viewed.
  • Payments: Shows all payments associated with the sales order. When a partial payment has been captured for a partially shipped order, the payment status is Partial Capture. This status only applies to payments that are associated to a Payment processor gateway that supports multiple capture (multicapture) methods.

    Clicking Add adds a payment to the order using default payment information stored in the Payment Information section of the sales order. The new payment can be edited.

  • Shipments: Shows shipments associated with the sales order. When you click the link for a shipment, the Shipment details page appears with the General Info, shipping order Tracking Numbers and Details sections. The Details section consists of Activity, Emails, and System Events tabs. Emails are linked to orders and shipping orders, so when you click the date link for an email, the email details appear.
  • Invoices: Shows all invoices and credit memos associated with the sales order.
  • Activity: Enables the creation of activities on the order.
  • Emails: Shows all emails associated with the order. To view more detail, click an email link. To resend an email, click Resend. To create an email, click New . System-generated emails also appear in the System Events tab.
    Note: You can specify the number of days to retain email body text in the system preferences. See Retention Preferences. The Resend link for an expired email is visible but disabled. If you hover over the disabled Resend link, the message "email body no longer available" appears. For emails, it's only the body (content) of the email that is deleted. Other information, such as create date, flags, subject, remains in the system.
  • System Events: Shows system events on the sales order, including workflow steps, system-generated emails, tagged objects, and the user who performed an action. As with emails, you can specify a retention policy for system events (by time or by number of events) in the system preferences.