For better system operation, SHOPLINE introduces the Order History Auto-Archiving feature, focusing on processing recent orders in your store.
This article provides the frequently asked questions for Order History Auto-Archiving. For more detailed operational issues or other questions, please proceed to the SHOPLINE Admin and contact the Online Merchant Success Team.
1. Feature application and scenarios
i. What is "Order History Auto-Archiving" for?
Order History Auto-Archiving enhances your order management efficiency in SHOPLINE Admin and improves overall system performance. Once enabled, you will still have access to search for and view the archived orders.
ii. What are the impacts of archiving orders?
Archived orders remain stored in the Admin and are available for search and view but cannot be modified and edited.
*Note: Existing analytics or member benefits will not be affected.
iii. Can archived orders be restored?
Archived orders cannot be modified, edited, or restored. However, you can export the Archived Orders Report for order searching and viewing.
iv. Can I disable Order History Auto-Archiving?
For the overall enhancement of system operation, this feature is enabled for all SHOPLINE stores and cannot be disabled. If you have special requirements, such as editing/modifying archived orders, please contact the Online Merchant Success Team for assistance.
2. Edit/search for archived orders
i. Can my customers search for archived orders themselves?
Once enabled, the storefront order records will be displayed in a more simple and clear layout, making it easier for customers to search for existing orders and reducing loading time. Customers will not be able to search for archived orders. If you wish to search for your customer's orders on their behalf, you can refer to the steps below.
Please notice that the archived orders were created more than 2 years ago and may include expired promotions, unpublished products, or outdated credit/points assignment and accumulation rules. It is highly recommended that you exercise extra caution before providing such information to the customers.
Step 1
In the SHOPLINE Admin, go to [Customer Management] > [Customers]. Enter keywords to search for the target customer, and click View archived orders.
Step 2
You can choose from two tabs: "Online Store" and "POS". Click either one to view the corresponding archived orders.
ii. Aside from exporting reports, how can I view archived orders?
In the SHOPLINE Admin, go to [Customer Management] > [Customers] > [Customer List], where you can view "Order count" and "Total spend". If you would like to look up more detailed information about the archived orders, please refer to the aforementioned steps.
*Note: The data for "Order count" and "Total spend" is comprised of non-archived orders and archived orders.
iii. Can SHOPLINE help me modify archived orders?
Modifying or editing archived orders is not supported. If you have special requirements including modifying or editing archived orders, please contact the Online Merchant Success Team.
3. Other frequently asked questions
i. Do archived orders support order reassignment or account merging?
Archived order does not support order reassignment. If there are duplicate accounts created by the same customer and require account merging, it is recommended that you reassign a new order to the account containing archived orders. Then, edit the account's store email.
If you would like assistance from the Online Merchant Success Team, please provide the accounts to be merged and grant admin access to our consultant. This will allow them to review and offer relevant suggestions.
Example Scenario
A customer needs to merge Account A and Account B. Account A has archived orders while Account B doesn't, and Account B is the customer's frequently used account.
Step 1. Transfer member data including orders, membership tier, credits, and points
from Account B to Account A.
Step 2. Delete Account B.
Step 3. Replace Account A's store email with Account B's store email.
ii. How to confirm a customer is a first-time purchaser?
The customer details page only supports displaying non-archived orders. If you want to check the complete order information, please follow the aforementioned steps to search for the customer's order history. Alternatively, you can view the "Order count" column in the customer list, which shows the total number of orders, including non-archived and archived orders.
iii. How can I check the product size, warranty status, and other details of a customer's previous purchases?
Since the customer details page only supports displaying non-archived orders, please refer to the aforementioned steps to search for the customer's complete order history shall you need to view their past order information.
iv. In case of an audit by the Taxation Bureau, how do I provide relevant documents?
You can export the "Archived Orders Report" for the Online Store and the "POS Archived Orders Report" for the Retail Store. For more information, please refer to Export archived orders report. Once exported successfully, you can collect the necessary documents required by the Taxation Bureau.
v. Why can't I search for the customer's order history on the POS app and Smart OMO?
The POS app only supports displaying non-archived orders. If you wish to view complete order information, please grant store staff the necessary permissions to access order records and follow the aforementioned steps.
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