The orders tool allows a call center administrator to manage orders placed on the website or through the apis. Included in this information are order and item statuses, shipping and billing information and payment transaction history.

It also provides tools for revising shipping addresses, processing returnes, resending transactional emails and issuing appeasement credits.

To find an order or orders that share a common attribute value, a search block has been provided. To create a new order, use the "Add New" button above the search block.

The details screen allows you to review the order information.

If the order is in a "new" state and has not started the fulfillment process, a cancel button will appear in the top right corner of the screen. To cancel the order, select a reason and click the button. The order will be cancelled, any refunds for payments that have been collected will automatically be issued, and if configured, a cancellation confirmation email will be issued to the customer.

If the order is in a "verifying" or "reviewing" state, a cancel button will appear in the top right corner of the screen along with an "Approve Order" button. After review, if you wish to cancel the order, select a reason and click the button. The order will be cancelled, any refunds for payments that have been collected will automatically be issued, and if configured, a cancellation confirmation email will be issued to the customer.
If you wish to approve the order, click the approve button and the order will change to a "New" state. It will the be visible to the marketAgility fulfillment system, and any API calls used by a 3rd party fulfillment provider.

The shipments screen allows you to create and manage shipments for an order. Each destination will be listed as a shipment, along with the items that are to be included in that shipment. For each unshipped and uncancelled item, a checkbox will be provided allowing the call center representative to include the item in the shipment.

Once all of the items have been selected, enter the tracking number and select the carrier that genereated the tracking number. Finally, clicking the "Ship Order" button will confirm the shipment, bill/capture any necessary funds from the customer's payment methods, and if configured, a ship confirmation email will be sent to the customer.

The returns screen allows you to create and manage customer resturns for an shipped order. Each item that is elegible for a return will be listed in the "Eligible Return Items" section. For each return-eligible item, a checkbox will be provided aloing with the reason for the return.

Once all of the items for the return been checked and ther return reasones selected, clicking the "Process Return" button will confirm the shipment, issue any necessary credits to the customerand if configured, a return confirmation email will be sent to the customer.

If defined in the Store Settings, an option deduction may be applied to account for the customer's use of a prepaid return label. To reduce the refund by that amount, click the checkbox next to the "Deduct" line and confirm the deduction amount prior to clikcing the "Process Return" button. You may also revise the amount of deduction as needed.

Past returns, if any, will be displayed below the "Eliblie Return Items" section, along with the date processed and any refunded amounts.

The appeasements screen allows you to create customer appeasements for an order. An appeasement is a discretionary credit issued to a customer by a callcenter representative to account for any number of issues, including pricing issues, problems with coupon redemention, delays in shipping, or other order/customer reasons.

Each item in the order will be listed along with the amounts initially charged and any historical credits for returns or prior appeasements. If there are remaining balances that can be appeased, a box will appear in the appropriate amount column along with a reason for the appeasment. To issue the appeasement, enter one or more values in the provided input boxes and click the "Issue Appeasement" button. An appeasement confirmation will be created, any necessary credits will be issued, and if configured, an appeasement confirmation email will be sent to the customer.

The transactions screen allows you to view historical payment transactions for an order, including authorizations, settlements(Bills) and credits. The top half of the screen lists the various payments used to place the order, while the bottom half lists the individual transactions for the selected payment method. For orders with multiple payment methods, clicking the desired payment method Type will display the transactions for that method.

In the event that a settlement, credit or reauthorization has failed, a "Resubmit" button will appear to the right of the failing transaction. Occaisionally payment transaction failures can occure due to issues communicating with 3rd party payment providers or timing limits with submitting credit requests before the corresponding settlement batch has been completed. For each of these failing transactions, an email is sent to the fulfillment method owner and can be resumbitted here.

The notes screen allows you to view and create notes as interactions occur with the customer.

The emails screen allows you to view the history of emails that were sent regarding this order. Additionally, the email can be resent if necessary.