Managing Orders

This article is machine translated to other languages than our default language English

If any doubt about the meaning we suggest you switch to the English version

Table of Contents

Receiving Orders

When an order is submitted including one or more of your products you will receive an email with subject ‘New Store Order’ with the order details and a direct link to open the order in your Store Manager Dashboard.

You can also navigate to menu ‘Orders’ in the Store Manager Dashboard to see new orders.

Likewise you can navigate to the ‘Notification Board’ in the Store Manager Dashboard to see notifications about new orders.

And you can navigate to the menu ‘Home’ in the Store Manager Dashboard and look under the section ‘Notifications’ to see the same notifications.

Validating Orders

Before you proceed fulfulling an order first ensure its status is ‘Processing’ (green order status icon) also indicated by payment confirmation (e.g. saying “Via Credit Cards” or via other payment method selected by the customer).

If this is not the case please contact us by sending a message to the administrator in the ‘Notification Board’ under ‘Send Direct Message – To Store Admin’.

To understand how your earnings are calculated please refer to article Calculation of your Earnings.

Contacting customer for an open order

If you need to reach out to the customer for information or questions relating to the order you can do that by opening the order under menu ‘Orders’ and scroll down to the section named ‘Order Notes’.

 

Ensure you update the dropdown box to “Note to customer” before you click the ‘Add’ button.

Marking Orders as Shipped

You can print a packaging slip which you can attach to the parcel by clicking the ‘Package Slip’ icon when viewing the order list.

Please refer to article About Shipping for more details about shipping parcels to your customers.

When you have shipped the order you should add tracking information to the order either by clicking the ‘Mark Shipped’ icon when viewing the order list.

Or when viewing the order details adding the tracking information under section ‘Shipment Tracking’.

If a customer is ordering several of your products in the same order, when viewing the order details you have the option to provide different tracking information for the items in case they will not be shipped in the same parcel.

In the ‘Shipment Tracking Info’ pop-up enter the ‘Tracking Code’ (tracking number) and the ‘Tracking URL’ where the tracking code can be searched by the customer and then click the ‘SUBMIT’ button.

When you click the ‘SUBMIT’ button your customer will receive an email with the tracking information.

Viewing the order details you will also see the tracking information you added and viewing the order list the order status icon will change from the initial green ‘Processing’ icon to the blue ‘Shipped’ icon.

In case you under Settings -> Shipping allowed nearby customers to pickup orders at your store address you of course don’t have to add tracking information.

Same if you decide to ship an order without tracking information.

NOTE: We strongly recommend you always ship your orders with a tracking number even though it may be cheaper to ship without one. If you decide to ship an order without providing the customer a tracking number the responsibility is yours in case the customer does not receive the parcel!

Completing Orders

Last thing you need to do after you have updated the order with tracking information is to mark the order as completed.

In case the customer only purchased one or more of your items and no items from other sellers as part of the same order the customer will when you complete the order immediately receive a final email saying you have completed the order.

In case the customer in the same order also purchased items from other sellers the customer will not receive the order completion email until both you and the other sellers have marked their part of the order as completed.

You complete an order by clicking the ‘Mark as Complete’ icon viewing the order list.

When the order is completed by you and other sellers in case it is a shared order the customer will receive an order completed email with a store invoice attached or several store invoices attached in case it is a shared order.

You can see the store invoice sent to the customer for your part of an order by clicking the ‘Store Invoice’ icon viewing the order list.

You can also save/print a commission invoice for your book keeping by clicking the ‘Commission Invoice’ icon viewing the order list.

Refunding Orders

You request a full/partial refund to your customer by clicking the ‘Refund Request’ icon viewing the order list.

NOTE: After an order is completed and we have transferred your earnings to your Stripe account it is no longer possible to request a refund from the Store Manager Dashboard. If a partly/full refund becomes applicable after you have been paid for an order please contact the Store Admin new tab window!

Full Refunds

To fully refund your customer in the ‘Refund Request’ pop-up ensure dropdown ‘Request Mode’ says “Full Refund” and provide the reason for the refund in English language and click the ‘SUBMIT’ button.

NOTE: The refund requestion reason you provide will also be visible to your customer when we have approved your refund request, so please be polite and don’t write something you don’t want the customer to see!

Full refunds are applicable when:

– Customer wants to cancel the entire order, before you have shipped the parcel
– Customer returns the parcel including all the items
– Customer never receives the parcel (e.g. lost by the freight company)

Partial Refunds

To partially refund your customer in the ‘Refund Request’ pop-up ensure dropdown ‘Request Mode’ says “Partial Refund”.

For the item(s) in the order for which you need to refund the customer set the refund amount in field ‘Total’.

Only if the customer has returned the item and it can be sold to another customer you should set the field ‘Qty’ (will increase your stock quantity for the product).

Finally provide the reason for the refund in English language and click the ‘SUBMIT’ button.

NOTE: The refund requestion reason you provide will also be visible to your customer when we have approved your refund request, so please be polite and don’t write something you don’t want the customer to see!

Partial refunds are applicable when:

– Customer returns some but not all items in the parcel
– You agree a price reduction with the customer (e.g. if the customer notices defects in the delivered item but agrees to keep it if you reduce the price)

NOTE: Unless the customer has a justified complaint the customer should pay for returning item(s) in an order. If the customer returns all item(s) in an order generally your original shipping costs must be refunded to the customer which you do via a Full Refund!

 

You now know how to manage your orders and you can continue to

Next: Getting Paid

Return to Seller Knowledge Base

Didn't find what you were looking for?

    upXycled
    Logo
    Register New Account

    Or login using your preferred Social Account:


    Reset Password
    Shopping cart