I need to know if a charge has been voided

by kearal 0 Comments

For example: an order was cancelled and you need to know if the charge was refunded or voided. Voided means the charge was cancelled before it went through to the bank, so the customer doesn’t have to wait the so many business days their financial institute requires before they get their money back.

Click on Orders
orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Cancelled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on Txns (Transactions) Tab

txns

Click on the Txns tab to view the payment details for the order.

Scroll to the very bottom

voided

At the very bottom of the Txns tab is the Txn History. Here you will find any amounts that might have been voided. If there is a dollar amount in this column, it was successfully voided.

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I need to find the transaction amounts for an order

by kearal 0 Comments

For example: a customer has asked how much was charged or refunded on their card.

Click on Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Cancelled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on Txns (Transactions) Tab

txns

Click on the Txns tab to view the payment details for the order.

Scroll to the very bottom

txnhistoryamts

At the very bottom of the Txns tab is the Txn History. This is where you will find all the charges and any refunds that were processed for the order. Refunds will show in red and within parenthesis to indicate the negative.

In the Amount column you will see the amount(s) charged and/or refunded for each transaction. You can also see if any charges had been Voided.

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I need to find the payment method of an order

by kearal 0 Comments

For example: a customer might forget how they paid for something and has asked you to look into it for them and refresh their memory.

Click on Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Cancelled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on Txns (Transactions) Tab

txns

Click on the Txns tab to view the payment details for the order.

Scroll to the very bottom

txnhistory

At the very bottom of the Txns tab is the Txn History. This is where you will find all the charges and any refunds that were processed for the order. Refunds will show in red and within parenthesis to indicate the negative.

The payment method is listed in the Type column just below Reference. You will see the type of card used and the last four digits of the card number.

Note: you will not be able to view the full credit card number and there is no way to bring it back up. You can recharge the card, however, using the Charge Existing Payment Method option. For instructions on how to do this, click HERE.

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I need to remove an item from an order

by kearal 0 Comments

When a customer adds an item to their cart and later changes their mind, or if the item was added by accident, you would need to go into the order and remove it.

Click on Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Cancelled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on Cart Tab

cart

Click on the Cart tab to see and edit the product(s) the customer has purchased.

Remove the unwanted cart item

removeitem

Click on the No Symbol to the far right of the item you are removing from the cart. This will remove the product and its charge from the order.

Note: when making a price adjustment to an order, it is strongly suggested that a note be made to the order so anyone looking at it will know what the price adjustment was for. If the customer calls and has a question about it, everyone who needs to know why will know why. Click HERE for instructions on how to add a comment to an order.

itemremoved

If successful, you will see a message in green at the top of the screen. You will also see a line going through the product you removed and a change in the Delta. The Delta is an outstanding positive or negative amount in the order. In this example, you’ve decreased the charge to an order where the original charge had already been paid for, thus creating an outstanding negative balance,a credit. Note: in this example, as the order had been cancelled, you will not see the negative balance. However, in a real order, the Delta amount will show as a negative after removing an item.

So now you need to process a refund for the credit. Click HERE for instructions on how to process a refund in an order.

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I need to decrease the amount of an order

by kearal 0 Comments

For example: a product wasn’t charged properly and you need to correct the amount of the order, or you’re giving an extra discount to the customer.

Click on Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Cancelled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on the Cart Tab

cart

Click on the Cart tab to see and edit the product(s) the customer has purchased.

Add the custom price adjustment

addcustomcredit

Type the reason for the adjustment (a very short descriptive title as in the example) in the Add Custom Product field. In the dollar field, enter the amount of the adjustment and then click on Add to Cart. When giving a discount, or any other reason that would decrease the amount of the order, you must include the negative symbol, ” – ” to indicate a credit, otherwise you would be adding an additional charge instead of removing it.

Note: when making a price adjustment to an order, it is strongly suggested that a note be made to the order so anyone looking at it will know what the price adjustment was for. If the customer calls and has a question about it, everyone who needs to know why will know why. Click HERE for instructions on how to add a comment to an order.

customcredit

If successful, you will see a message in green at the top of the screen. You will also see the added price adjustment at the bottom of the cart and a change in the Delta. The Delta is an outstanding positive or negative amount in the order. In this example, you’ve decreased the charge to an order where the original charge had already been paid for, thus creating an outstanding negative balance,a credit. Note: in this example, as the order had been cancelled, you will not see the negative balance. However, in a real order, the Delta amount will show as a negative after adding your custom credit.

So now you need to process a refund for the credit. Click HERE for instructions on how to process a refund in an order.

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I need to increase the amount of an order

by kearal 0 Comments

For example: a product wasn’t charged properly and you need to add the difference to the order.

Click on Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Cancelled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on the Cart Tab

cart

Click on the Cart tab to see and edit the product(s) the customer has purchased.

Add the custom price adjustment

addpriceadjust

Type the reason for the adjustment (a very short descriptive title as in the example) in the Add Custom Product field. In the dollar field, enter the amount of the adjustment and then click on Add to Cart.

Note: when making a price adjustment to an order, it is strongly suggested that a note be made to the order so anyone looking at it will know what the price adjustment was for. If the customer calls and has a question about it, everyone who needs to know why will know why. Click HERE for instructions on how to add a comment to an order.

priceadjusted

If successful, you will see a message in green at the top of the screen. You will also see the added price adjustment at the bottom of the cart and a change in the Delta. The Delta is an outstanding positive or negative amount in the order. In this example, you’ve added a new charge to an order where all the previous items had already been paid for, thus creating an outstanding charge.

So now you need to process payment for the new charge. Click HERE for instructions on how to process a payment in an order.

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I need to add a custom item to an order

by kearal 0 Comments

An example of when this would be necessary is if a customer contacts you saying looking to buy a product that you happen to have, but is not currently in your ShopOnMain catalog.

Click Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Canceled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s likely too late to add to it.

Select the order ID

selectorderid

Select the ID of the order you need to edit.

Click on the Cart Tab

cart

Click on the Cart tab to see and edit the product(s) the customer has purchased.

Add the custom item

addcustomitem

Type the name of the custom item in the Add Custom Product field. A custom item would be something you offer, but is not currently included in your ShopOnMain catalog. In the dollar field, enter the amount of this item and then click on Add to Cart.

customitem

If successful, you will see a message in green at the top of the screen. You will also see the additional item at the bottom of the cart and a change in the Delta. The Delta is an outstanding positive or negative amount in the order. In this example, you’ve added a new item to an order where all the previous items had already been paid for, thus creating an outstanding charge.

So now you need to process payment for the new charge. Click HERE for instructions on how to process a payment in an order.

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I need to add an existing product to an order

by kearal 0 Comments

An example of when this would be necessary is if a customer contacts you saying they had found another product they wanted after already placing their order and they’ve asked if you could add it to their order for them.

Click on Orders

orders

Orders is located in the menu on the left hand side of your account.

Search for the order you need to edit

searchorder

If you have the customer’s name or email address, you can type it in there and click Go, or simply search using the order status. Every time you click on Orders, all the Pending orders will pop up as default.

It is important to note here that in this tutorial we will be using an order that is currently in Canceled status, but if you’re adding an item to an existing order, the order will likely be in a Pending status. It can also be on Hold or even In-Process, but once it’s in Shipped status, it’s too late to add to it. In this tutorial, we will be using an order that is currently in Shipped status

Select the order ID

selectordercanceled

When you’ve found the order you need to edit, click on the order ID number to pull it up.

Click on the Cart Tab

cart

Click on the Cart tab to see and edit the product(s) the customer has purchased.

Add the additional item to the order

addexistingproduct

In the product field, begin typing in the name of the item you want to add. A drop down list of possibilities from your Shop’s catalog will appear. Keep typing in the name of the item until it appears in the list. Once you see it, click on it and select Add to Cart.

addproductsuccess

If successful, you will see a message in green at the top of the screen. You will also see the additional item at the bottom of the cart and a change in the Delta. The Delta is an outstanding positive or negative amount in the order. In this example, you’ve added a new item to an order where all the previous items had already been paid for, thus creating an outstanding charge.

So now you need to process payment for the new charge. Click HERE for instructions on how to process a payment in an order.

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I need to change the shipping address in an order

by kearal 0 Comments

Sometimes the address in an order needs to be changed. The reasons can vary from the customer having entered in the wrong address by mistake, or a typo that might prevent the shipment.

Click on Orders

update1

Orders is located in the menu on the left hand side of your account.

Select the order you need to change

update2

Find the order you wish to edit and click on the order ID number.

From the Main Tab

update3

After selecting an order, make sure you are in the Main tab. The order should automatically populate in this tab, however, if you find yourself in a different part of the order, click on Main to change the status of the order.

Shipping Address section at the bottom of the Main Tab

update4

Here you can correct or change the recipient’s name and address. If you make any changes, make sure to click on Update Shipping Address to save it.

update5

Some customers may be reoccuring and might have some previously saved addresses already in the system. If there were any other addresses saved for this customer, they will be available in this drop down menu. If you wish to change it to one of those, simply select that address and click on Use This Existing Address

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I need to change the default image/video for a product

by kearal 0 Comments

This lesson will give you instructions on how to change the default image for an existing product. The default image is the primary photo or video for the product, the first thing the shoppers will see about it.

Click on Catalog

catalog

Catalog is located in the menu on the left hand side of your account.

Select the product you want to edit

clickproduct

Find the item you wish to edit and click on the name of the product.

Click on Images/Video tab

clickimage

After going into the product page, click on the Images/Video tab where you can edit the photos and videos.

Find the image you want to make default

clickdefault

The current default image/video will be the first photo at the top. Find the image/video you want to change the default to and click on the Default button for that image.

The new default image/video will go to the top

newdefault

After you’ve selected the new default, your screen will reload and the new default image/video will now be listed at the top. This is now the new image/video that will represent the product and be the first thing shoppers will see about it.

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