Merchants that receive customer requests from offline and third-party channels, by phone or Zalo for example, can now create an order manually using the Manual Order feature in SHOPLINE's Social Commerce sidebar.
With this feature, you can send out order confirmation links for payment and check out via WhatsApp or email. Alternatively, merchants can copy and paste the order confirmation link to send it using the channel of their choice.
The Social Commerce sidebar is also home to all of SHOPLINE's other tools for livestream, including Message Center, SHOPLINE LIVE, and ChatBot Store. For more information on how Social Commerce can help your store, click here.
This article will cover the following:
- How to create a manual order
- How to view an order confirmation & track an order
- How to upload proof of payment for bank transfers
You will not be able to create a manual order if:
1. The customer's address is not served by the selected delivery option.
For more information on what delivery options are available for which countries/regions, please refer to this chart.
2. The selected product is sold out.
3. The required content is not filled in completely.
4. The discount amount for the selected product(s) exceeds the total price of the product.
5. You are using an iOS device and you are not WhatsApp friends with your customer.
If you want to send an order confirmation link via a WhatsApp message and you are using an iOS device, you must first add the customer as a WhatsApp contact in order to successfully create a manual order.
1. How to create a manual order
In SHOPLINE Admin, go to [Social Commerce] > [Manual Order].
Step 1: Enter the customer's information
i. New customers
For new customers, enter the customer's phone number, name and email address.
ii. Existing customers
For existing customers, you can search for them by phone number and find them in the dropdown menu.
iii. If an email or phone number that is already in use is entered and you do not then select the associated existing customer, you will be prompted to either enter a new phone/email or merge the entered information with the existing customer profile.
- Please pay attention to letter casing when entering a customer's information
- Enter an email address or phone number to create a new customer profile
Step 2: Add products to cart
i. Add an existing product
Choose the products that are being purchased. If it is an existing product that is being purchased, click on [Select Product] on the left-hand side of the Add Products window and search for the product by product name or SKU.
- Enter a product's name into the search bar to find products quickly.
- If a product has multiple variants, you can click on the dropdown menu to view and select specific variants.
In addition to products, you can also add gifts to a customer's cart using the "Select Gift" tab.
ii. Create a custom product
Click on Custom Product. Enter the custom product's name (mandatory), unit price, and quantity (optional). You can also add a product photo by clicking on Upload Product Picture. Once you entered the product's information, click Add to Cart.
Step 3. Enter delivery and payment details
Select a payment option from the dropdown menu. In the [Recipient Info] field, either choose an address which a customer has previously registered or select [New] to enter a new delivery address.
*Please note: A customer's address may be invalid due to changes to the address format. If an error message appears, please update the customer's address using the correct format.
Please see the chart below for the payment and delivery options available for your region:
If you are using Bank Transfer as the payment option, select Show underneath Bank Transfer Information, click on the pencil icon, then either type the information needed to complete the transfer (e.g. bank name, recipient name, account number, etc.) and/or upload an image file containing the transfer information (in the form of a QR code, etc.)
*Please note: Only one image file can be uploaded.
Merchants can add custom order labels by entering them into the Order label field.
*Please note: These labels will be marked as "Order Tags" on the order details in SHOPLINE Admin.
Merchants can also click on [Select label] to select labels/tags from a list of those used previously.
- Merchants can add a maximum of 10 order labels per order.
- Newly added order labels will also appear in the "Order Tags" section on the Order Details page in SHOPLINE Admin.
Merchants can attach a note to an order by entering it into the "Order Remarks" field.
- Customers will be able to see remarks entered into this field.
- Remarks can be a maximum of 200 characters in length (including spaces).
After checking that the order details are correct, click Add Discount and input any custom discount amount. Merchants can also change the name of the custom discount.
Click the "Add Discount" button again to add another set of custom discounts.
The system currently supports adding up to five sets of custom discounts. When the number of discounts reaches the upper limit, the "Add Discount" button will be grayed out, and the store will not be allowed to add any more discounts.
*Please note: If the "Custom Discount" section does not appear, in SHOPLINE Admin go to [Settings] > [Permission & Security]. Click on the [Edit] button for staff member, and go to the "Message Center" tab. Make sure the "Send Message" and "Adjust total bill in manual order" boxes are checked off. Once you have checked off these boxes, click on [Update] in the bottom right-hand corner.
Step 7. Select channel to send link to customers
If merchants have enabled "All Shops need Tax Collection" or some products require additional sale tax, the tax details and calculation method will be shown in the amount details.
If merchants have switched on "All products include tax", the tax included in the payment amount will also be shown.
For detailed instructions on taxes setting, please refer to:
Our Social Commerce provides multiple channels for you to send order links to customers to view their order which includes: Facebook, LINE, WhatsApp, and Email.
- Facebook/ LINE requires customers to interact with the merchant via Messenger/ LINE in order for you to be able to send the order link via this channel.
- WhatsApp requires customers to include their phone number in their profile in order for our system to capture customer's WhatsApp and proceed with the message.
Alternatively, if you want to send the order confirmation link by copying the link and share to your customers separately, you may select "None".
After checking all the details are correct, click Create Order.
*Please note: If the "Create Order" button does not appear, in SHOPLINE Admin go to [Settings] > [Permission & Security]. Click on the [Edit] button for staff, and go to the "Message Center" tab. Make sure the "Send Message" box is checked off. Once you have checked off this box, click on [Update] in the bottom right-hand corner.
If merchants decide to send a confirmation link using WhatApp, a window will open in a new tab with the message sent to your customer, along with a link to open a chat window in WhatsApp. *Please note: You still need to open a chat with the customer in WhatsApp and send them the order summary manually. WhatsApp will not send the order summary automatically.
Once you have successfully created order, a confirmation window will appear as below. From here you can copy a link to the order confirmation. This can be used if you need to send a notification to your customer using another channel.
To view details of previously created manual orders as well as access a link to the order confirmation, in SHOPLINE Admin go to [Social Commerce] > [Manual Order] and then click on [Order History] in the top right-hand side.
In Order History, you can search for an order by date. If you need to copy an order confirmation link in order to resend it to a customer, click on Copy order link next to the order.
2. How to view an order confirmation & track an order
If you have sent the order confirmation via email and have chosen Cash on delivery as the payment option] the customer will receive a message as below.
1. Viewing order details
Customers can view details of their order, including tracking an order's status, by clicking on the View Order Details button contained within the email.
2. Viewing order status
Clicking on View Order Details will bring the customer to the order confirmation page. In addition to order details and recipient and payment information, customers can also see the current status of their order at the top of the page.
3. How to upload proof of payment for bank transfers
Customers paying by bank transfer will need to upload proof of payment in order to complete their purchase. Customers using COD as their payment option do not need to do so.
1. Upload payment proof
Open the checkout page using the order link provided, then click on Upload Payment Proof and upload a file showing that the bank transfer has been completed.
2. Wait for confirmation
The check-out page will now show
"Proof of payment uploaded
Pending confirmation from shop owner".
3. Merchant confirm payment status
Once the proof of payment has been confirmed by the merchant, and the order status changes to Paid.
The status bar at the top of the window will change to "Merchant is preparing order fulfillment".