Unless otherwise noted, all actions described in this article take place on the Orders > Manage Orders page in the eRatex admin console. These are the basic tasks necessary for handling orders once they have been placed on the site.

 

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Collecting Payment

Depending on the payment methods you accept and your transaction mode, it may be necessary to take manual steps to collect payment on new orders. The steps are described below:

Automated Payment Methods

If using one of the supported payment gateways, or any method of PayPal alternate checkout, collecting payment is as simple as clicking the Capture button on a new order. The software will call the gateway and instruct it to transfer the authorized amount from the customer's account.

 

 

Check or Purchase Order

For orders which are paid by check or purchase order, the majority of order processing must be handled outside of the software. Customers will be emailed a receipt with their order total, but there is usually going to be extra paperwork required to contact them, inform them of where to send payment, etc. eRatex does not handle any of that, it should be done manually or through your accounting package. Once payment has been received, click the Capture button on the order to indicate that.

 

 

Delivery Details

If you are using FedEx Shipping Manager, ShipWire, or any other supported label software, the shipping for orders is handled in bulk, through other pages of the admin console. Otherwise, each order needs to have the shipping information added manually to the Delivery Details section of the Order page.

 

ADJUST ORDER WEIGHT - It may be necessary to adjust the weight of an order, this will not change details to an existing/sent shipment but will be reflected in data exported via the Import/Export utility in the Manage Carrier Tracking screen.

 

MARK AS SHIPPED - Once the carrier, tracking number, and shipping date are filled in, clicking the Mark As Shipped button sends the customer an email with their shipping information. The notification look/feel can be modified by editing the xml package 'notification.shipped.xml.config'.

 

SEND TRACKING NUMBER - If the tracking number is not available or hasn't been added when the Mark As Shipped button is clicked an admin can add it at a later time. To send a tracking number once an order has been marked as shipped click Send Tracking Number and the updated notification will be sent to the customer email address.

 

SEND TO FedExShipManager - Clicking this will send the order data to your Shipmanager Software provided by FedEx. - Separate installation and some configuration is required.

 

Note: Options in this section can change depending upon order status, your shipping settings and carriers available but general functionality shouldn't change.

 

Ad-hoc Transactions

Ad-hoc transactions allow you to make partial refunds, or add to the cost of an order. The option is only available if the order's TransactionState is Captured, and the option appears in the Order Processing Actions dropdown menu.

 

 

To perform a transaction, select  Create Ad-Hoc Charge / Refund from the Order Processing Actions dropdown within the Payment Details section on the Order page, and click the Submit button, then fill in the required fields on the window that opens (your screen may look slightly different depending on your gateway and the type of transaction):

 

 

 

Void/Refunds

These are the 4 options for canceling an order, these are available from the Order Processing Actions dropdown in the Payment Details section on the Order page:

 

• Void - Only orders that have not been captured (in AUTHORIZED or PENDING state) may be voided. If the payment method went through a live gateway, the software notifies the gateway to cancel the transaction. Inventory values are also returned to the products. An email is sent to the customer notifying them that their order has been cancelled.
  
  
• Mark as Voided - This allows PENDING orders to be voided, and other circumstances where VOID is not valid or desired. It can be accessed from the admin console in the Order page. The Mark as Voided button ignores the payment method of the order and does not contact the gateway. The order is marked as voided within the software only! Once an order is marked as voided, the Transaction State will be "FORCE VOIDED". The Voided On date will also be populated. The Void, Mark as Voided, Refund and Mark as Refunded buttons will no longer be visible. And it unwinds the transaction at the same time restores the inventory. An email is NOT sent to the customer notifying them that their order has been cancelled.
  
  
• Refund - Refunds are used on orders that have been CAPTURED. The payment gateway is notified to reverse the charges (if applicable). Inventory values are also returned to the products. An email is sent to the customer notifying them that their order has been refunded.
  
  
• Mark as Refunded - This button is only to be used if neither of the 2 options above will work (there are legitimate reasons which can be explained by your gateway provider). The Mark as Refunded button ignores the payment method of the order and does not contact the gateway. The order is marked as refunded within the eRatex software only! If a payment gateway or other accounting package was used, the refund will need to be handled there separately. This is often used for 'paper' payment methods such as checks and purchase orders. Inventory values are also returned to the products. An email is NOT sent to the customer notifying them that their order has been refunded.

Additional Options

There are a few other options potentially available from the Order Processing Actions dropdown in the Payment Details section on the Order page:

 

• Adjust Order Total - Only orders that have not been captured (in AUTHORIZED state) may be adjusted. If the payment method went through a live gateway, the software notifies the gateway of the captured order total. Some payment gateways may not allow Captured values higher than the Authorized value or may incur penalties and/or fees. Please check with your payment gateway concerning their regulations. An Email is NOT sent to the customer notifying them of the order change.
  
  
• Mark as Fraud - This marks the order as FRAUD and places it in the fraud queue (Orders - Manage Orders - Fraudulent Transactions). The orders marked as fraud may be reviewed and if found not to be fraudulent, can be reset to valid using the "Clear Fraud Flag" option in the Order Processing Actions dropdown in the Payment Details section on the order. You may also need to clear the fraud flag in order to further take action on the order such as VOIDing it if desired. Marking orders as Fraud is just a flag in order for administrators to review the orders for validity. No messages are sent out and gateways are not notified. No inventory is adjusted.

NOTE: In order for the Mark as Fraud option to be available in the dropdown list, the order must:

- NOT be from a Super Admin user account

- NOT be Edited

- NOT already be marked as fraud

- NOT be a credit (such as ad-hoc refund)

- NOT be an Pay with Amazon order