Instructions | Order Management

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With SHOPLINE's order management system, merchants can handle orders and related statuses more efficiently. Filter conditions are added for sorting orders by order status, order tag, payment method, delivery status and method, order type, order source, etc. These allow merchants to sort through orders more easily, allowing for a clearer overview of store operations. 

 

1. View order list

Proceed to SHOPLINE Admin > [Order Management] > [Orders] to view all online store and POS orders. 

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Click the View Order Analysis button on the top right to view more detailed order data. 

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2. View order details and updated statuses 

Step 1. Update payment / delivery status  

When a customer places an order, both the customer and the merchant receive a notification email where the default order status is "Open", payment status is "Unpaid", and delivery status is "Unfulfilled".

If that order is paid by a non-integrated payment option (e.g.: bank transfer), merchants can view orders and update their statuses. For example, after reconciliation, merchants can update payment status from "Unpaid" to "Paid".

*Note: If you are using an integrated payment option, the system will automatically update the payment status for an order. If a merchant manually updates the payment status of an order, the system will not update again. The status will stay the same as it will prioritize the changes manually made by the merchant. 

 

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For integrated delivery orders, merchants can change delivery status to "Shipping" once the order has been changed to "execute shipment" and logistic service order status is "Shippable". 

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*Note: 

For orders using an integrated logistics option, once the delivery status of the order is "Shippable" then the following will apply: 
1. Prior to the delivery status of an order becoming "Shipped" merchants can manually change the delivery status from "Unfulfilled" to "Shipping", and can also change orders with the "Shipping" status to "Unfulfilled'. Merchants can also choose whether or not to send a notification message to the customer informing them of the change in status. 
2. Changes to a delivery status other than "Unfulfilled" and "Shipping" will be updated according to the actual delivery status for orders using an integrated logistics option. For orders using a non-integrated logistics option, merchants must manually update orders with "Unfulfilled" and "Shipping" statuses. Merchants can also choose whether to send a notification message to the customer informing them of the status update.

 

Step 2. Customer notifications 

Before confirming the update, merchants can also check the box in the message to send a notification email about the update to the customer. Once checked the option, the merchant will receive the status update notification in the Order Email.

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Options to resend different order notifications

If the merchant has enabled the "Custom Notification" feature, merchants can select to send different order notifications when selecting "Resent Notification. 
*Note: To enable the SMS feature, please contact the Merchant Success Team.

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Please also refer to Custom Notification and Custom Notification - Variables for more details.

 

3. Search and filter orders 

Merchant can now add multiple filters to sort through orders.

In the SHOPLINE Admin. go to [Order Management] > [Orders]. Click Additional Filters to search and filter orders using the following: 

  1. Order Status:
    Open; Confirmed; Completed; Canceled
  2. Order Tag: 
    has any of; is exactly; has none of
  3. Payment Status: 
    Unpaid; Failed; Expired; Paid; Refunding; Refunded; Partially Refunded
  4. Payment method: 
    (Available filtering options will depend on the merchant's own settings.)
  5. Delivery Status:
    Unfulfilled; Shipping; Shipped; Arrived; Collected; Returned; Returning
  6. Delivery Method: 
    (Available filtering options will depend on the merchant's own settings.)
  7. Shipping Label / Report Export Status:
    Stock Picking List Not Exported; Stock Picking List Exported;
    Order Invoice Not Exported; Order Invoice Exported
    ("Shipping Label Status" is only available for merchants in Taiwan using 7-11 C2C / B2C; FamilyMart B2C and T-cat delivery)
  8. Order Type:
    Preorder; Non-preorder 
  9. Product Details Edit Status:
    Edited; Non-edited
  10. Order Split Status:
    Parent order; Child order; General order (not split) 
  11. Order from:
    Storefront Website; Admin Panel 
  12. Credit Revert Status:
    Reverted; Not Reverted

 

Step 1. Add Filter

In the SHOPLINE Admin, go to [Order Management] > [Orders]. Select one or more of the following filters to use from the "Add Filters" dropdown menu: Order Status; Payment Status; Payment Method; Delivery Status; Delivery Method; Order Tag, etc. 

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Step 2. Add more filters

Merchants can use multiple filters at once to search through orders. After you have selected a filter and a value, you can use the same process to add additional filters from the drop-down menu.

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Step 3. Search by keyword; custom fields; or SKU

Merchants can also enter the following search terms to filter through orders: keyword, multiple orders, customer phone number, SKU, and other custom fields. 

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  • Keyword Search
    You can use this to search orders by customer name, phone number, order number, email, shipping number, product name, etc. keywordsearch.png
  • Custom Field Search
    You can search through orders using custom filtering conditions, using up to a maximum of five conditions (merchants can set these custom filtering conditions on the customer settings page. However, date of birth, gender, and other basic customer information fields are not included. For more detailed information, please see: Collect Customer's Data Details 
    An order only needs to include one of the specified custom search fields to be included in the search results. 
    *Note: Search results will only contain orders created after 1 Jan 2021. customfields.png

 

Search examples:

  • Searches using Latin alphabet/Roman numerals:
    • If you want to search for the keyword "SHOPLINE" the system will search for and find all orders containing the keyword "SHOPLINE". However, the search terms "SH"; "SHOP"; "sho"; "shop"; "shopli" etc. will also return results containing this keyword. 
    • If there are characters or numerals in front or after, or the keyword appears in the middle of the term you want to find, you will not be able to find the order you are looking for. For example, A search that uses the keywords "SHOPLINE 123"; "123 SHOPLINE"; "OPLIN"; or "HOP" will not return results containing the term "SHOPLINE".  
      *Note: Pieces of text with a space between them will be regarded as separate search keywords. 

  • Search by SKU
    You can search for and filter orders by SKU. The types of products that can be searched for using this filtering condition include standard products; product variants; add-ons; free gifts; products of product sets.
    *Note:
    1. If searching using multiple SKUs at once, please separate each individual SKU using either a space or "". You can search using a maximum of 10 SKUs at once.
    2. Search results will only contain orders created after 1 Jun 2021.

 

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When using an SKU or SKUs to search, there are two filtering conditions to choose from:

    • "Has any of": An order only has to have one product contained within the order to be returned in the search result. 
      For example: 
      Order A contains "product 1" (SKU: 123) and "product 2" (SKU: 465) 
      Order B contains "product 1" (SKU: 123)
      Both orders A and B will be included in the results for an SKU-based search that uses the "Has any of" condition and the search terms "123", and "456".
    •  
    • "Is exactly":  The SKUs of the products within an order must match the search terms exactly in order to appear in the results. 
      For example:
      Order A contains "product 1" (SKU: 123) and "product 2" (SKU: 465) 
      Order B contains "product 1" (SKU: 123)
      Only order A will be included in the results for an SKU-based search that uses the "Is exactly" condition and the search terms "123", and "456".skusearch.png
      *Note: For more information on SKUs, please read
      SKUs (stock keeping units) 

 

Step 4. Default tabs

For normal order management in SHOPLINE Admin, there are three default category tabs: “Order is Open”, “Unpaid”, and “Unfulfilled”.

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If you are using any additional integrated logistics options, you can further categorize and view orders using the dropdown menu: 

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