Orders

One of the most important parts of ecommerce is the ability to process incoming orders. With Volusion, you have a comprehensive order processing system to handle as many orders as you need.

Contents

Getting Started

To access orders in your Admin Area, go to Orders > Process Orders.

By default, this table is set up to show you all of your open orders that have not yet been fully shipped. It contains basic information about each order such as the order ID number, the date the order was placed, basic payment information, and the email address of the customer who placed the order.

From here, you have several options to view or process orders.

Viewing Orders

The Filter menu gives you the following options:

Open Orders

This is the default view for your orders. It lists all open orders (orders that have not shipped). 

Pending Shipment

This view displays orders with a status of Pending Shipment. You can use the Status menu on each individual order to select this status.

Shipped

This view displays past orders that have already been processed. It can be useful for locating orders that have shipped but need to be modified or re-processed for events such as RMAs.

All Orders

This view shows all orders, regardless of their status.

For more information on order statuses, see our Order Status Guide.

Quick Search

The Quick Search button opens the Quick Order Search dialog box so you can search for orders based on the ID number, customer ID number, name (first or last), company name, email address, phone number, product code, or product options. After you’ve entered identifying information, click Search.

Sort Orders

You can sort your orders by any of the categories listed in the header row. Simply press the heading name (Order Date, Payment Amount, Ship Date, Order Status, etc.). Press the heading name an additional time to sort in the opposite direction.

To make the values of a specific column editable, hover over the heading and press Edit. This allows you to modify values for multiple orders at once.

Note that if you've configured your store to receive eBay orders, you shouldn't use the table view to update the Order Status value for those orders. Each eBay order's status must be set from the order details page.

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How to Process an Order

To process an order, follow the steps below. Note that each time an order is created, you'll receive an email notification at the address you specified during store setup.  If you want to change this email address:

  1. Go to Settings > Company.
  2. Locate the Email field and click More below it.
  3. In the Send Order Notifications To field, type the email address you'd like to use as the primary recipient of order notifications.
  4. If you wish to send order notifications to an additional address, type the email address into the CC Orders To field.
  5. Save.

Step 1 - Lock the Order

The first step to processing a new order is locking it.

  1. Go to Orders > Process Orders.
  2. Select the order you would like to process.
  3. Click Lock Order.

When an order is locked, only store administrators can modify it. By default, registered customers can edit their own orders from their accounts, including payment, shipping, and billing information.

Before you proceed to fulfill an order, it's wise to lock it so that the customer doesn't modify it in during processing. Conversely, you can unlock the order again by clicking Order Locked.

Note that orders will lock automatically if your store's payment gateway transaction setting is set to either Authorize at Sale, Capture at Shipping or Authorize and Capture at Sale. Orders are also automatically locked if a customer pays with PayPal.

Note that you can update your store's payment gateway transaction setting at Settings > Payments under the Payment Gateway tab by clicking Alternative Settings.

Step 2 - Collect Payment

As a store owner, this is probably the most importance step in the process. Here, you can either confirm that you have received payment for an order or collect payment from your customer.

Here’s what you need to know in order to make sure your order has been paid for prior to shipping it:

Payments & Credits

On the order details page, scroll down to the Payments section. Here, you'll find a Payments & Credits heading, below which you'll find a list of payment methods that the customer has applied to an order (in most cases, there will be only one). Depending on what type of payment gateway service you have set up and how your store’s payments have been configured (as well as the type of payment applied to the order), the options available here may vary.

In most cases, you’ll be processing credit card transactions. Let’s assume your store is configured to accept credit card payments, authorizing them at the point of checkout and capturing funds when you process your orders.

If a payment has been successfully authorized, you'll see the payment amount displayed here, next to a button marked Receive. Confirm this amount with the amount listed as the Total Due under the Details heading. If the amounts are the same, click Receive.

If the amount in the Payments & Credits section is less than the Total Due, you can manually adjust the amount you want to capture and then click Receive. Note that you cannot receive funds greater than the amount listed in the payment's initial authorization (see the "Payment Log" section below for more details).

Once you've received funds for the order, a new Capture entry appears in the Payment Log section and the Total Due should now be zero (provided you collected the full authorized amount). Once you've collected funds, you can proceed to the next step: printing mailing labels and preparing the order to be shipped.

Payment Log

Below the Payment Log heading you'll find a list of every payment action that has occurred on the order. Any attempt to authorize or capture payment will be listed along with any other payment-related event such as declines, credits, and voids.

Events in the Payment Log are listed chronologically, beginning with the most recent. For each event, the date and time, type of transaction, and amount involved are listed along with the payment method.

You can click on any event in the Payment Log to view additional details, such as authorization numbers, AVS responses, and transaction ID numbers.

Use this portion of the Payments section to verify when payments related to an order have been authorized, captured, credited, or declined.

The Payment Log uses the following command terminology:

Authorize

This command applies only to credit / debit card payments. It can be performed automatically or manually from the Payments & Credits portion of the Payments section (for properly-integrated gateways only). It indicates confirmation by the card issuer that the transaction amount won't exceed the account's spending limit, and that the card hasn't been reported lost or stolen by the cardholder. Funds will be set aside in the cardholder's account for a period of time determined by the issuer, pending capture or void.

Capture

This command applies only to credit / debit card payments. It can be performed automatically, or from the Payments & Credits portion of the Payments section. It describes the initiation of funds transfer from the cardholder's account to your account, and can only be executed on a transaction that has gone through the authorization step. Note that although you can capture a smaller amount than you've authorized, you cannot capture a larger amount than you've authorized, or capture multiple times on a single authorization, even if you didn't capture the full authorized amount on the first attempt.

Debit

This command can be performed automatically for credit / debit card and electronic check payments, or manually from the Payments & Credits portion of the Payments section for all payment methods. For credit / debit card payments, it describes authorizing and capturing of funds simultaneously. Note that use of this term by the Volusion system does not pertain to card type, as the system treats debit cards and credit cards identically. The term is also used by the system to describe completion of all other payment methods, such as PayPal, check by mail, electronic check, cash, COD, money order, wire transfer, and purchase order.

Declined

In most cases, this term applies to the denial by the card issuer of authorization (as such, it can apply to both authorize and debit commands). The Volusion system also uses this term to describe failed credit and void commands, as well as failed electronic check funds transfer.

Credit

This command applies to credit / debit card payments and electronic check payments, and can only be performed manually from the Payment Log portion of the Payments section (for properly-integrated gateways only).

For credit / debit card payments, it describes the initiation of funds transfer from your account to the cardholder's account (reversal of capture / debit). Note that most gateways don't permit crediting of a card that hasn't been charged, or crediting of an amount that exceeds the capture / debit total. Contact your gateway service to confirm.

You can use this option to refund a partial transaction amount if necessary, but you cannot perform multiple credits on a single transaction. Also, note that updates to the log automatically populate the card data currently listed in the Payments & Credits portion of the screen, which means that if a new card has been entered there after capture, it may appear as though you've credited this card instead of the one you originally charged. This most likely is not the case; contact your gateway service to confirm.

Void

This command applies to credit / debit card payments and electronic checks, and can only be performed manually from the Payment Log portion of the Payments section (for properly-integrated gateways only).

For credit / debit card payments, it describes the deletion of an authorization or capture (as such, it can also apply to debits). This step can always be performed on authorized payments that haven't been captured, which results in the forfeit of the capture option.

This step is also available on captures / debits for 24 hours by default. Note, however, that you can only void captures / debits prior to gateway submission of the transaction to the processor for settlement. This batch submission usually occurs daily around midnight for all funds captured the previous day. This means you may not be able to void a payment the day after capture / debit, even though the Volusion system displays the option. Contact your gateway service to confirm batch submission timelines.

Payment Collection

In most cases, you'll process credit card transactions from the Payments section of the order details page. The steps you take will depend how you set up your payment gateway configuration at Settings Payment.  When viewing the Payment Gateway tab, click Alternative Settings to access and modify your configuration settings.  Note that the following steps apply only to gateway integrations that offer authorize and capture functions.

Authorize at Sale, Capture at Shipping

This is the default setting for every store, which automatically attempts to authorize payments during checkout without capturing funds. This setting allows you to review the order before receiving payment to protect against fraud. When this setting is enabled, all orders using a credit / debit card will already display Declined or Authorize in the Payment Log.

  1. If a payment has been successfully authorized, you'll see an Apply button in the payment log next to a drop-down menu that displays Capture by default. 
  2. Compare the amount in this section with the amount listed in the Total Due near the bottom.
  3. If the amounts are the same and you wish to complete the order, click Apply.
  4. If the amounts are different, you can manually adjust the total before clicking Apply using the nearby text field.
  5. If the event was successful, it will automatically appear as an entry in the Payment Log.
  6. If unsuccessful, you'll receive an error code and the payment log will display a Declined entry. See the note on declined payments below.
  7. Alternatively, you can change the drop-down menu to Void if you don't want to complete the transaction, and then click Apply.
  8. If the void was successful, it will appear automatically as an entry in the Payment Log.
  9. If unsuccessful, you'll receive an error code and the Payment Log will display a declined entry.

Authorize and Capture at Sale

This setting automatically attempts to authorize and capture payments during checkout. While it offers the most streamlined payment processing functionality, it doesn't allow you an opportunity to review orders before collecting funds, which can expose you to costly chargebacks in the event of fraudulent card use.

When this setting is enabled, all orders using a credit / debit card will already display Declined or Debit in the Payment Log. In the latter case, no further action is required to receive payment. In the case of a declined debit, see the note on declined payments below.

Authorize and Capture at Shipping

This setting does not attempt to automatically authorize or capture payments during checkout. It's most useful if you wish to continue receiving orders during gateway service malfunction or maintenance (which will typically cause all automatic authorization commands to fail).

It offers most of the safety provided by Authorize at Sale, Capture at Shipping, with one key exception: it doesn't permit storage of the CVV2 value for future payment processing (the CVV2 value is one of the most powerful fraud prevention tools available to you). If you prefer, you can contact the cardholder to obtain the CVV2 value for manual entry during processing.

When this setting is enabled, all orders using credit / debit cards will display card details in the Payments & Credits portion of the order details page. Here, you'll see a drop-down menu displaying the Debit command by default. Make certain the nearby text field displays the same amount as the Total Due near the bottom. If different, you can manually adjust the total in the text field before completing the transaction.

Use the Receive button to authorize and capture the payment, or change the drop-down menu to Authorize and use Receive to perform authorization only. If successful, an event entry will automatically display in the Payment Log. A successful debit will allow you to proceed. A successful authorization will still require manual capture from the Payment Log. If a debit or authorization fails, you'll receive an error message and a Declined entry will appear in the payment log.

Note on Declined Payments

When a card authorization fails, the Payments & Credits portion of the order details page allows you to re-attempt payment commands following internal or external payment method updates. To update the payment method internally, select Credit Card from the Change Payment Type menu and fill out all fields.

You can re-enter or change the payment card when speaking to the customer by phone. Alternatively, the customer can use their account page to edit their current card entry, re-enter it (if data has been deleted), or add a new one (be sure the order is unlocked). Once new card data is available, follow the procedure outlined in the Authorize and Capture at Shipping section above.

Besides credit / debit cards, you can offer your customers a number of alternative payment method options from Settings > Payment:

Electronic Check

This method provides fields in which your customers enter the bank name, routing number, account number, and check number. These details are processed through a separate gateway service specified at Settings Payment > More Payment Types.

As with a credit / debit card gateway service, you must sign up for this service separately.

If using the Authorize and Capture at Sale gateway setting, the funds transfer will attempt automatically. If successful, you'll see a Debit entry in the payment log. If unsuccessful, you'll see a Declined entry.

If using the Authorize and Capture at Shipping gateway setting, go the the Payments section of an order and locate the Payments & Credits portion. Click Receive to attempt the funds transfer.

Note that if you accept electronic check payments, you cannot use the Authorize at Sale, Capture at Shipping gateway setting.

Check by Mail

When a customer chooses this payment method, the order confirmation screen displays article ID # 56 at Design Site Content. You can edit this article if you want to customize the message to include your company address and / or any additional instructions. Once the check arrives (or once it clears after deposit), go to the Payments & Credits portion of the order and click Receive. When you ship the order is up to you.

Cash

When a customer chooses this payment method, the order confirmation screen displays article ID # 77 at Design Site Content. You can edit this article if you want to update the text to include your company address and / or any additional instructions. Once you receive the cash, go to the Payments & Credits portion of the order details page and click Receive.

Money Order

When a customer chooses this payment method, the order confirmation screen displays article ID # 76 at Design Site Content. You can edit this article if you want to update the text to include your company address and / or any additional instructions. Once you receive or redeem the money order, go to the Payments & Credits portion of the order details page and click Receive.

Wire Transfer

When a customer chooses this payment method, the order confirmation screen displays article ID # 55 at Design Site Content. You can edit this article if you want to update the text to include your bank details and account information. Once you've verified receipt of the transfer with your bank, go to the Payments & Credits portion of the order details page and click Receive.

COD

This method requires the customer to submit payment upon receipt of the order. All such payment arrangements must be made between you and the customer independently. When you've verified receipt of payment, go to the Payments & Credits portion of the order details page and click Receive.

Purchase Order

This method allows customers to use a purchase order number you've previously supplied them. The order confirmation screen displays article ID # 54 at Design Site Content. You can edit this article if you want to update the text to include your company mailing address, fax number, and / or any additional instructions you wish to provide. At your own discretion, you can mark this payment as received by going to the Payments & Credits portion of the order details page and clicking Receive.

Note on Other Payment Types

The debit / receive functionality for check by mail, cash, COD, money order, wire transfer, and purchase order methods exists for record-keeping purposes only and does not guarantee payment receipt functionality of any kind.

Note on PayPal Standard

Generation of PayPal Standard orders does not guarantee payment through those methods. When a customer chooses, they’ll be directed to the respective third-party website to complete the order. Since Volusion will be unable to determine whether the customer completed the order after exiting the Volusion server, you must verify that payment was received within the third-party application before going to the Payments & Credits portion or the order, clicking Receive, and shipping the merchandise.

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Step 3 - Print Invoices and Packing Slips

Once you’ve verified that payment has been collected, your next step is to prepare the order for shipping. Near the top of the order details page, you’ll find the Print section. Here you can view and print invoices, packing slips, and mailing labels for your outgoing orders.

Invoice vs. Packing Slip

You can select Invoice or Packing Slip to view either of these documents in your browser. You’ll be prompted with the option to print with your browser’s built-in printing feature.

You can print either an invoice or a packing slip to include with any outgoing order. Note that the order invoice contains a full complement of order information including billing address, mailing address, order number, a list of products ordered, associated product options, and the total cost of the order.

A packing slip looks similar to an invoice, but contains more streamlined information including a simple listing of customer billing and shipping information, order ID numbers, and a list of products contained within the order. It does not include pricing information or the order total.

Shipping Labels

Once you’ve printed an invoice or packing slip, your next task is to generate shipping labels.

Volusion provides mailing label integration for FedEx, USPS, and DHL. Here, you can select the shipping method the customer chose, configure any additional information that may be required (for example, customs information for international orders), obtain a tracking number for the shipment, and view or print the shipping label.

If needed, Volusion provides support for printing shipping labels using standard computer printers (inkjet, laser jet, etc.) as well as thermal-based label printers commonly used by shipping services.

Additionally, you can generate and print generic address labels for outgoing orders that will be shipped by carriers without integrated label generation. Click the Address link next to the shipping carrier names.

Note

To use label printing features for FedEx, USPS, or DHL, you must register your store for live rates with the respective carrier.

Furthermore, please note that the label generation features are for creating and printing labels, not purchasing postage. Currently, the purchase of postage or payment of shipping costs to supported carriers is only available for use with US Postal Service and Endicia integration (available for stores on Pro, Premium, Gold, and Platinum hosting plans).

You can print four types of labels for your order:

FedEx

If you've registered your store to use FedEx's shipping API services, you'll have access to not only use live shipping rates from FedEx's rates servers, but you will also be able to generate FedEx shipping labels.

To print the shipping label for an order, find the Print section of the Order Details page and click FedEx. Once the FedEx label printing page displays, you can verify the order's shipping information such as origin and destination addresses, shipping rates, and package dimensions. Here, you can obtain a tracking number for the order and print a shipping label using either a traditional or thermal label printer. These labels will be formatted to FedEx's label specifications, including logos, size and bar code scanning options.

Once you have finished generating and printing FedEx labels, click Back to Order near the top of the page to return to the order details page.

DHL

If you've registered your store to use DHLs shipping API services, you will have the ability to generate shipping labels.

To print the shipping label for an order, find the Print section of the Order Details page and click DHL. Once the DHL label printing page displays, you can verify the order's shipping information such as origin and destination addresses, shipping rates and package dimensions. Here, you can obtain a tracking number for the order and print the shipping label using either a traditional or thermal label printer. Once you have finished generating and printing DHL labels, click Back to Order near the top of the page to return to the order details page.

USPS

If you've registered your store to use the US Postal Service's live rates API, you can contact USPS to obtain access to additional API services that will allow the generation of shipping labels.

To print the shipping label for an order, find the Print section of the Order Details page and click USPS. Once the USPS label printing page displays, you can verify the order's shipping information such as origin and destination addresses, shipping rates and package dimensions. Here, you can obtain a tracking number for the order and print the shipping label using either a traditional or thermal label printer. Once you have finished generating and printing the label, click Back to Order near the top of the page to return to the order details page.

Note that hosting plans with access to the Volusion API can integrate with Endicia's Dazzle application. Dazzle is a shipping and postage management program provided by Endicia for use with the United States Postal Service. Using this feature as well as Volusion's integration with USPS, you can manage your shipping labels and rates, and generate postage for outgoing orders. 

Address

To print a generic mailing label for an order, find the Print section of the Order Details page and click Address. You can use this label when you need to ship items without using any of the live shipping integrations that provide label printing functions with Volusion. The label only includes your return shipping address (determined by the Ship From Location you entered at Settings > Shipping) and the customer's shipping address.

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Step 4 – Send Confirmation Emails

After you’ve collected payment and shipped an order, it's time to notify your customer that the order is on its way. Clicking the Complete Order button at the top of the order details page will send a notification email to the customer informing them that their order has shipped.

Note that once this step is complete, the order's status will be updated to Shipped and will no longer be visible in the initial, open orders table on the orders page. If you need to review the order again in the future, you can search for it via the order ID or the customer’s information, or use Shipped Orders filter.

There are a number of other emails available under the Email menu on the order details page – send email notifications that an order has shipped or partially shipped, resend the order confirmation email (invoice), and more.

If the order contains either an electronic gift certificate or a downloadable product, you can manually send the email containing links to either of these special products.

As with the order’s shipping notification, gift certificate and downloadable product emails will be submitted automatically after you click the Complete Order button. If an email is lost or blocked, you can manually send them as well by selecting the email type from the drop-down menu and clicking Send or Resend.

Using the Email menu, you can manually send the following emails related to the order:

Shipped

This is an email sent to customers to notify that their order has been shipped.

Partially Shipped

Similar to the Shipped notification, this email notifies customers that part a portion of their order has shipped. This notification can be used if you are shipping some, but not all, of the items on an order (possibly due to one or more items being on back-order status).

Invoice (to Customer)

This option resends the order confirmation email that your store automatically sent when the customer first placed their order. It includes the date, payment, and item details of the order.

Invoice (to Merchant)

This option resends the order confirmation email that your store automatically sent you when the customer first placed their order. It is an exact copy of Invoice (to Customer), but is sent to your primary email address for your own personal records.

Product Keys

If a product within an order is configured to have a product key (see Product Key Distribution), this option will send the email containing any ordered item's product key to the email specified by the customer.

Gift Certificate

If the order contains an electronic gift certificate (the choice of electronic or paper gift certificate is made by the customer at the point of purchase), this option will send the email containing the electronic gift certificate information to the email address specified by the customer.

Once you’ve chosen the email option from the drop-down menu, click Send or Resend to deliver the email to the customer's specified address on the order. Additionally, you can click on the customer's email address link to send emails to the customer via your preferred POP mail program (MS Outlook, Apple Mail, etc.).

For more information about the emails your store sends, see Automated Store Emails.

Notes

Here, you can enter notes to appear on the order (Order Notes), notes applying to this order that are only displayed on this page for administrators (Private Notes), customer-created notes if the order is a gift (Gift Notes), and any notes from this customer's account page (Account). These tabs display a red exclamation point when hidden, if they contain text.

You can specify which of these tabs is initially displayed at Settings > Config Variables. Click Search at the top of the Config Variables page, then type "tab" in the name field and click Search. Next to OrderDetail DefaultNotesTab variable, select an from the drop-down menu to determine which Notes tab displays by default.

How to Cancel an Order

Follow the steps below if you need to cancel an order:

  1. From your Admin Area, go to Orders > Process Orders.
  2. Click the Order ID of the order you want to cancel.
  3. From the Status menu at the top of the order details page, select Cancel Order (you may need to scroll down to see this option).
  4. In the dialog box that appears, click Yes, cancel order to complete the order cancellation. 

Once an order is canceled, it disappears from the Open Orders, Pending Shipment, and Shipped filter results on the main Orders page. The order is still stored in your database, but is hidden. You can find the order by selecting All Orders from the Filter menu and searching for the order by its ID number, status, or other distinguishing criteria.

Note: When you cancel an order, the product stock quantity for items in the order will be adjusted accordingly if you’re using the Stock Status field in the products’ Advanced Info > Stock section.

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Batch Order Processing

If you have a lot of orders coming in, it can be time consuming to process each one individually. Processing orders in bulk can save you a lot of time and energy. Note that Batch Order Processing is only available for Pro hosting plans and above.

How to Create a Batch

Before you can process a batch, you need to choose the orders you want to assign to the batch.

  1. Go to Orders > Process Orders.
  2. In the Add to Batch column*, check the box next to each order you want to include in the batch.
  3. Click Save.

When the page reloads, you’ll see a Batch Order Processing menu with the batch number of the orders you just selected, as well as the total amount to process and the number of orders in the batch.

Each order you selected should now have a batch number assigned to it in the Batch column.

* If you don't see the Add to Batch column by default, the column may not be exposed in your Orders table. To expose it, click the three-dot actions menu icon and select Customize Columns. Make sure the Add to Batch check box is selected and press Apply Changes.

How to Remove Orders from a Batch

To remove an order from a batch, click on the X next to the batch number.

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How to Collect Payments

The Batch Order Processing section near the top of the page contains a list of recently created order batches. Each item in this drop-down menu details the order batch number, the number of orders within the batch, and the amount currently collected out of the total amount of revenue that should be collected for the order.

To collect payments for all orders within a batch, choose the batch number from the drop-down menu, select Collect Payments from the Choose Action menu, and click Go.

The system will collect payments from all orders in the batch that are available. Please note that batch processing may not be able to collect all payments from every order in the batch. Specifically, the system will only collect payment for credit card orders. All other payment types will need to be collected manually.

Example

If, after collecting payments for batch number 1001, the listing for that batch reads “1001 (1000.00 of 1000.00 received in 10 orders),” the system was able to successfully collect payment from all 10 orders in batch 1001.

If the amounts listed in each batch differ after a batch is processed, you will want to examine any open orders remaining in the batch.

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How to Print Orders

Once an order batch is created, you can select the batch from the drop-down menu and select a print option from the Choose Action menu. You can choose Print Packing Slip or Print Invoices. This will display all packing slips or invoices for the orders contained in the batch in the same browser window.

These items can then be printed by selecting the print option from your browser's file menu. If the printed shading for these documents doesn't match what you see on your screen, you may need to enable a "Print Background Images" option in your browser. In Firefox, for example, you can find this option under File > Page Setup.

Once printed, the packing slips and invoices for the batched orders will be ready for inclusion with shipped orders or ready to file for your records. Use your browser's "Back" button to return to the previous page.

Notes on Batch Payment Collection

When using the bulk payment collection option, your store will attempt to collect payment for all orders within the chosen batch. Once the Orders table reloads, the batch option listed in the Batch Order Processing menu automatically updates to show the total amount of funds collected.

Review this to ensure all funds have been collected for the batch orders. If funds for some orders were not collected, we recommend examining the orders individually for declined credit card transactions. Note that it is still best practice to examine each order individually before collecting payment. Batch processing without examining your orders greatly increases the risk of facilitating credit card fraud.

Also, note that batches created by the system are not necessarily equivalent to batches submitted by your gateway service to your processor for settlement. While all transactions in a batch will normally appear in a processor's batch, the processor's batch may contain additional transactions processed prior to or after payment collection of your batch.

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How to Process Returns

An RMA (Returned Merchandise Authorization) is a product that is flagged to be returned by a customer – either for a refund or exchange. Creating and processing an RMA begins on the order details page.

How to Create an RMA

If you receive a notice from a customer that they want to return a product for a refund or exchange, you can create an RMA as follows: 

  1. Got to Orders > Process Orders in your Admin Area.
  2. Click Search.
  3. Use the options on the page to find the customer’s original order.
  4. In the Details section of the order, next to the Products heading, click Edit.
  5. In the o the Qty to Return text box in the far right column, enter the quantity being returned.
  6. Click Save.

Once you've completed this process, an RMA for the returned product will automatically be created. You can view the RMA's basic information in the new RMA section that appears on the order details page. This section is only visible when an RMA is associated with an order.

How to Process an RMA

Once you’ve created an RMA, you can view RMA details such as the date it was created, the RMA number (for your reference as well as the customer’s), and the product code of the product to be returned.

Additionally, you can select a Refund Type from the drop-down menu (Refund, Exchange, Store Credit, or None). You can also enter the order ID number for a replacement item (Exchange for OrderID), the quantity of the product on RMA that will be resalable or unsellable, and any monetary loss due to the return of the product (Lost Value).

RMA Settings

The settings within the RMA section of the order details page give you a snapshot of the RMA. Choosing the refund type or entering information into this table will not fully process the RMA. In order to do that, you’ll need to go to Orders > Returns/RMAs and Inventory > Receiving in your Admin Area.

Completing an RMA

When processing an RMA, you may want to view the list of all RMAs currently open.

  1. Go to Orders > Returns/RMAs.
  2. In the RMA # column, click a number to view the associated RMA's details. In this table, you can view an RMA's settings such as the date requested, the associated order ID number, and the RMA's status (Received or Waiting to be received).

To process an RMA marked as Waiting:

  1. Click Receive Inventory from RMA # (where "#" is the RMA number).
  2. In the Qty Sellable and Qty Damaged fields, enter quantity values as needed.
  3. Click Save. The Receiving page will reload.
  4. If you entered a value into the Qty Sellable field in step 4, click Return to return that quantity to the product's current stock count.
  5. Go to the product's page by clicking its Product Code in the RMA table entry.
  6. Under Advanced Info > Stock, locate the Stock Status field and click (Hist) to see the details for this return.

After you process an RMA, you may also need to issue store credit or a refund for the item.

How to Issue Store Credit

The easiest and most convenient way to credit a customer is to issue store credit. Store credit applies to a customer's account, and goes directly toward a future purchase in your store.

  1. Go to the order details page for the order containing the returned item.
  2. In the Payments section, set the Change Payment Type menu to Store Credit / Gift Certificates. Several additional fields will appear.
  3. In the Amount field, enter the total amount of store credit being issued.
  4. In the Send to Email field, enter the email address where you want to send the store credit notification (if different from the pre-filled address taken from the initial order).
  5. In the Send to Name field, enter the name of the customer receiving the credit (if different from the pre-filled name taken from the initial order).
  6. Select Send via Email Now to send the store credit notification email to the customer as soon as the credit is created.
  7. Select For RMA to notate that the store credit is being issued for an RMA.
  8. When finished, click Apply Credit.

Once you've issued the store credit, it will appear as an item in the Details section of the order details page. Each instance of store credit has an auto-generated gift certificate code; click on this code to view the entry within your store's Gift Certificates table.

For more in-depth information, see Returns and RMAs.

How to Use Store Credit

Store credit uses the electronic gift certificate functionality. Once you apply a gift certificate or store credit to a customer’s account, it is automatically applied as payment toward the next purchase the customer places with your store.

Any additional credit remaining on a customer's account will carry over to their next purchase(s), until the remaining balance has been used.

How to Issue a Refund

In some cases, customers may request that funds be returned to their credit card, or you may need to refund a portion of captured funds to your customers.

How you manage refunds is up to you. Some merchants have strict policies of issuing only store credit to customers as this method may be more cost effective or easier to manage. Other merchants may offer a choice between a refund or store credit.

To learn more about issuing refunds, see How to Refund an Order.

How to Refund a Credit or Debit Card

To refund a credit card for a purchase you've already collected payment for:

  1. Go to Orders > Process Orders.
  2. Select the order you want to refund.
  3. In the Payment Log, find the line item that says Capture or Debit.
  4. From the drop-down menu, select either Void or Credit - Adjustment (see "Note on Credits and Voids" below).
  • Selecting Void will "cancel" the payment with your payment gateway. This option is only available if your credit card gateway has not yet processed the captured payment.
  • Selecting Credit - Adjustment will result in the Total Due to reflect the amount you credited. This option should be used when you want to adjust the order (adding a discount, reducing the quantity of a product, etc.) rather than completely refund it.
  • Selecting Credit - For RMAs will result in Total Due remaining the same. This option should be used if the customer is returning the product for a refund.
  1. Verify the amount you want to refund to the credit account and enter that amount in the text box.
  2. Click Apply.

Please be aware that our system only allows you to issue one credit per order. If you need to issue a second credit, see "Refunding a Credit / Debit Card Through Your Gateway" below. Additionally, you can only refund up to the amount authorized for the customer’s original payment, and you can only return funds to the credit account that was originally charged. Please allow approximately 24-72 hours for refunds to be fully processed (length of time dependent on both the payment gateway services and financial institutions involved in the transaction).

Keep in mind that your store must be configured to retain payment and credit card information beyond the initial authorize or capture. Otherwise, your won't be able to return funds to customers' credit card accounts after their initial purchase has been made.

You may adjust your store to accommodate this form of processing, but note that doing so may result in non-compliance with PCI guidelines.

Note on Credits and Voids

To credit a transaction is to move money from your merchant account to the cardholder's credit account. Only transactions that you have captured, and which your gateway has submitted to your payment processor, can be credited.

To void a transaction is to cancel the authorization prior to capture, or to cancel it after capture but before your gateway has submitted a record of the capture request to your payment processor (the payment processor only has a record of the authorization prior to that point). Most gateways submit all captured transactions to the processor once per day on a regular schedule. The time of day varies by gateway provider.

Since the Volusion system must accommodate all integrated gateways, the Void option remains available for 24 hours after capture, regardless of whether your gateway has submitted the transaction to your processor before 24 hours have elapsed. If you attempt to void a captured transaction and receive an error message, it usually means your gateway has already submitted the transaction to your payment processor. In these cases, you should be able to issue credit.

Likewise, if you attempt to credit a captured transaction and receive an error, it usually means your gateway hasn't yet submitted the transaction to your payment processor. In these cases, you should still be able to void the authorization.

How to Refund a Credit or Debit Card Through Your Gateway

When supported, we recommend issuing credit / debit card refunds through the order details page for record-keeping purposes. This will automatically update your gateway records. If you choose to process a credit / debit card refund directly through your gateway, your order details page won’t be updated. In these cases, you can select Offline Payment Record from the Change Payment Type drop-down menu and generate a credit payment log entry to update the payment activity records.

You can also use this method to restore deleted log entries, regardless of the command, or keep track of refunds issued outside of the system on payments via PayPal, electronic check, check by mail, cash, wire transfer, money order, COD, and purchase order. Note that offline payment commands require additional arrangements on your part and offer no guarantee of accuracy.

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Backorders and Partial Orders

Partial orders may occur if you allow customers to back order some or all of your products. When you enable back orders, customers can place orders containing a product that is currently out of stock, with the understanding that you will ship that portion of their order once the product's stock is replenished.

Allowing back ordering for products gives you the flexibility to take orders for popular merchandise without having to turn customers away when those items are out of stock – provided that your customers don't mind waiting.

How to Process Partial Orders

If you receive an order for a product you think is out of stock, you can check the product's back order status in the order's Details section. Any product with Y listed in the Backordered column is currently out of stock and on back order.

You can view the exact back order quantity for a product listed in the Details section by clicking Edit next to Products.

You should note that you cannot fully process an order that contains any products on back order. Attempting to complete an order with back ordered products will display a notification at the top of the order details page stating which products are currently at zero or negative stock.

How to Partially Ship an Order

If an order contains products that are on back order as well as products that are ready to ship, you can still ship part of the order.

If the order has been authorized for a credit card payment, you can elect to capture only a portion of the total order amount – enough to cover the cost of the products that are ready to ship, plus any shipping charges.

  1. Go to the order details page for the order you want to partially ship.
  2. In Payments & Credits, type the partial amount you want to collect for the order.
  3. Click Receive.
  4. In the Details section, next to Products, click Edit to load the contents of the order in edit mode.
  5. In the Packing Slip Qty field of each row, enter the quantity being shipped for each product you intend to ship immediately. Note that you should enter a zero (0) for any items you are not shipping immediately, so that they don't also appear on the packing slip.
  6. In the Status menu at the top of the page, select Partially Shipped.
  7. Click Save.

The order is now marked as Partially Shipped. You can visit the order’s details page again to print packing slips or invoices you need for shipping. Note that after editing the Packing Slip Qty in the steps outlined above, only the products you are shipping immediately will be visible on the order’s packing slip.

You can also use the shipping label options to print shipping materials for the order and assign tracking numbers as needed.

To notify a customer that part of their order is being shipped, select Partially Shipped from the Email menu on the order’s details page and click Send.

Notes on Collecting Payment for Partially Shipped Orders

If you decide to capture the full amount before fulfilling the full order, we strongly recommend advising your customer beforehand. Most card issuers allow cardholders to dispute charges within 180 days of capture / debit. Confusion over partial fulfillment may lead the cardholder to dispute at least part of the charge, which can lead to extra expenses and paperwork processing on your part.

If you decide not to capture any of the funds until all products have been shipped, note that card issuers set deadlines for capturing authorized payments. If you attempt to capture after the issuer's deadline has passed, you may receive a chargeback for late presentment, regardless of whether or not you shipped all or part of the order.

If you decide to capture only enough funds to cover product price and shipping costs for shipped items, note that you won't be able to capture the remainder at a later date through the same method. You'll have to contact your customer and have them re-enter the payment card details (be sure the order is unlocked), or re-enter them yourself over the phone, to obtain a new authorization. This may seem inconvenient, but it is actually a simpler and safer process than the charge dispute procedure.

How to Complete a Partially Shipped Order

Once an order has been partially shipped, you have to wait until the back ordered product stock is replenished. You can replenish stock though a purchase order, manually updating stock values within the Admin Area, or importing stock updates via the Import/Export page.

After a back ordered product’s stock has been updated, all back-ordered products within exiting orders will be automatically updated based on the newly available product stock – there’s nothing more for you to do.

You can process the rest of a partial order once the back ordered products are off back order (be sure to verify the Backorder status column in the Details portion of the order). Follow the partial shipping instructions above to complete the order.

How to Manage Stock Priority

Occasionally, you may find that you don’t have enough of a product to meet back-order demand, even after you've replenished the product. The Stock Priority menu – located at the top right of the Details section on order details pages – helps you manage the allocation of back ordered products. Priorities can range from 1 (Very Low priority) to 5 (Urgent priority). Select a priority setting for an order and click Save.

By default, all orders have a stock priority setting of 3 (normal). Whenever products on back order have their stock values updated, stock will automatically be distributed based on a first-come, first-served basis; older orders will generally have preference.

The Stock Priority menu allows you to manually throttle the distribution of back ordered products so you can choose which orders will be filled first, regardless of when they were placed.

If you change the Stock Priority setting within a customer's order to 5, for example, back ordered stock will be allocated to that order first, and the remainder will be distributed to orders based on the date each order was placed.

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Additional Order Processing Features

How to Add Products to an Order

You can add products to an existing order by editing the list of products in the Details section.

  1. At Orders > Process Orders, click an order's ID number.
  2. Under Details, click Add. A new form appears above the Details table, with options for you to configure the type of product you want to add to the order.
  3. Enter the field values for the product you want to add. If you enter only the Product Code and click Save, the system will retain all default values for the other fields.
  4. Note that you must manually add the Warehouse ID for products, if applicable.
  5. Click Save.

Note that you can add any product in your store's products table, as well as any custom product settings. The cost of the product is added to the order's subtotal.

How to Edit Products on an Order

To make further changes to products in an order, go to the Details section and click Edit next to Products. The Details table expands to display details for each product on the order.

Note that each product assigned to an order will have two rows of settings and fields within the Details section. In Edit mode, you can enter values into any of the available text boxes to update these product settings and fields. Click Save to update the order with any changes you made to these items.

When finished, you can exit edit mode by clicking List next to Products.

Note

You can't collect funds greater than the total amount that has been authorized for any credit card purchase applied to an order.

If you've added a product to an order and the total amount due is greater than the authorized credit payment, you'll need to contact the customer to apply additional payments to the order.

Customers can apply additional payments by logging in to their My Account page and selecting the relevant order from their list of previous orders.

Make sure the order is Unlocked so the customer can edit their payment info.

How to Add Discounts to an Existing Order

To apply a discount to an existing order, go to the Discounts section of the order details page and click Add.

Enter a specific discount code, name, and amount for a discount, or enter a custom price-based value. Note that discount values can not be entered in the form of a percentage. You can configure discounts to apply before or after taxes. 

When finished, click Save.

To remove a discount from an order, click the X icon on the discount entry.

Note

If you intend to apply a discount to an order, you should do so before collecting payment from a customer. Discounts will only modify the total due for an order – they will not automatically generate a refund or credit.

Custom Fields

Once an order is created, any custom field assigned to it displays in the Marketing section of the order details page. This section appears below the Details section.

See the Custom Fields article for further information.

How to Update Shipping Information

There are several places for you to update shipping information for an order, including editing a customer's shipping address or applying tracking numbers from carriers.

In the Shipping section near the top of each order details page, you can update the current shipping address for an order by clicking Edit next to the Shipping title.

To change the shipping method for an order, go to the Tracking section and select a new method from the Shipping Method menu. The new shipping method (and its related charges) will be applied to the order.

How to Apply Tracking Numbers

To apply a tracking number to an order within the Tracking Number section of the order details page, enter the tracking number in the Tracking # field, select the shipping method, and enter a shipping date and cost. When finished, click Save.

Once a tracking number has been applied to an order, customers can view the tracking number from their store account.

Note that the Tracking section does not generate tracking numbers – they must be obtained directly from the shipping carrier. If your store is integrated with shipping carriers that support label printing (FedEx, DHL, USPS), you can used the label generation/printing features to generate tracking numbers from any of these shipping carriers by clicking on the carrier’s link in the Print section of the order details page.

How to Update Billing Information    

You can updated billing information within an order’s details page by clicking Edit next to the Billing heading.

Note that your customers can also change the type of payment they've applied to an order – provided the order is unlocked – by selecting the order from their My Account page.

How to Manage Orders with Recurring Payments

There are a few things to consider when managing orders that contain products configured for recurring billing:

  • You need to maintain some basic payment information to be able to regularly capture payment for products that you have configured to use recurring billing.
  • By default, your store is configured to purge credit card information after 30 days. While this configuration is the most secure setting recommended by the PCI Security Consortium, it may interfere with your ability to collect recurring payments

If you sell products configured with recurring billing, you'll need to modify these settings:

  1. Go to Settings > Config Variables.
  2. Press Search.
  3. In the Name field, enter "payment info".
  4. Press the blue Search.
  5. For Payment Info Delete Event, type "NEVER" in the associated text field.
  6. For Payment Info Max Days to Keep, type "9999" in the associated text field.
  7. Click Save.

Note that you if you capture CVV2 data, you won't be able to store it per PCI Security Consortium guidelines.

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Watch the Order Processing video series