Reference Guide

Order Processing

Working with Orders in the Edit Orders Screen

Associating Customers with Orders

Usually when a customer buys something in your Miva Merchant store, the order is associated with a customer account. However, it is possible to have an order in the admin interface that is not associated with a customer account:

• A customer purchased something in your Miva Merchant store and the customer does not have an account.
• A customer purchased something in your eBay or Amazon store, and the order was downloaded to the admin interface. See Marketplaces.

Even if an order is not associated with a Miva store account, the customer's name and address information will still show up in the Orders tab and the edit orders screen. We can even search for orders from "Hans Kensen" even though he doesn't have an account in our Miva store.

The main advantage of associating all orders with Miva customer accounts is so that you can edit a customer record and see all of their orders in one screen.

To Associate an Order with an Existing Miva Customer Account

1. Edit an order. Go to > Order Processing > Orders tab > edit an order.
2. In the edit order screen, click Assign. If the order is already associated with a Miva customer account, there will be an Edit button.



3. In the Customer Lookup dialog box, select a Miva customer account and click Use Selected Customer.



4. A Recalculate Discount message box appears.

"The customer record associated with the order has changed. Recalculate discounts based on the new customer record?"

The discounts that customers receive, including shipping discounts, can be affected by Price Groups, Availability Groups, and Business Accounts. When you add or remove a customer from an order, it is possible that some of the discounts will change.

Click Yes to recalculate discounts for the customer that you are adding to this order.

5. The customer that you selected is now associated with the order.

To Associate an Order with a New Miva Customer Account

In this process we'll create a Miva customer account and associate that account with an order.

1. Edit an order. Go to > Order Processing > Orders tab > edit an order.
2. In the edit order screen, click Assign. If the order is already associated with a Miva customer account, there will be an Edit button.
3. In the Customer Lookup dialog box, click Create Customer From Order.



4. In the Create Customer From Order dialog box, use the fields at the top of the dialog box to create a Miva customer account, then click Create.
5. A Recalculate Discount message box appears.

The customer record associated with the order has changed. Recalculate discounts based on the new customer record?"

The discounts that customers receive, including shipping discounts, can be affected by Price Groups, Availability Groups, and Business Accounts. When you add or remove a customer from an order, it is possible that some of the discounts will change.

Click Yes to recalculate discounts for the customer that you are adding to this order.

6. The Miva customer account has been created and is associated with the order.

Notes

See To Manually Add an Order Note

Order Emails

Use the Order Emails link and dialog box to manually send emails to customers while you are editing an order. For complete details, please see Order Fulfillment > Template Based Emails.

Payment

The Payment drop-down list displays a history of all payment related activities for the order, such as authorization, capture, voiding and refunding. Selecting an entry in the Payment drop-down list does not change the order, but it refreshes the information that is displayed in the Authorized, Captured, Refunded, Net Captured, and Payment Type fields.

To Add Items to an Order

1. Go to > Order Processing > Orders tab.
2. Edit an order.
3. In the edit order screen, click Add Item(s).
4. In the Add Items dialog box, start typing the code of a product and the system will list all of the product codes that match what you have entered.



5. Add an attribute to the item (optional).

The Add Attribute button in the Add Item(s) dialog box is a bit confusing because there is also an Add Attribute button in the Catalog > Edit Product > Attributes Tab. These two buttons, although they have the same name, do completely different things:

• The Add Attribute button in the Edit Product > Attributes Tab is used to create product Attributes.
• The Add Attribute button in the Add Item(s) dialog box can be used to add miscellaneous items and charges to the order. For example, you could use the Add Attribute button to add a one-off charge to an order, such as a customer's special request.

5.1. Add text to the descriptive fields. The first two fields on the Add Attribute line are for descriptions. You can enter any text in these fields that you want. In our example we show that this is a custom charge in the first field and give details about the charge in the second field.



5.2. Enter a weight and price for the special charges.

5.3. Click Add Attribute, then click Add.

6. Back in the edit Order screen, our new item and the custom order charge have been added.

To Delete Items from an Order

1. Go to > Order Processing > Orders tab.
2. Edit an order.
3. In the edit orders screen, click the checkbox next to an item, then click Delete or Cancel.
• The Delete button removes the item from the order. The item is no longer displayed.
• The Cancel button removes the item from the order, but the item is still shown in the order so that you can see what was removed. In 9.0004 and later releases, the Cancel dialog box also contains an optional cancellation reason. Note that after you cancel an item you must still use the Refund button.

To Split an Order

The Split button only becomes active when you select an item in the order, and when the customer has ordered quantity 2 or more of that same item. Splitting allows you to break a single item in the order into two separate items. You might want to split an item if it is too large to fit in a single box, or if you wanted to ship some of the items right away and mark others as back ordered.

1. Go to > Order Processing > Orders tab.
2. Edit an order.
3. Select an item that has quantity 2 or more
4. Click Split.

In the Split Line Item dialog box, enter the quantity that you want to be in the new item, then click Split. In our example, the customer ordered quantity 5 of the same shirt. We are breaking that item into two items. The first item will have quantity 2 shirts. The second item will contain 3 shirts.

To Enter Tracking Number(s)

After you have used the Create Shipment button to generate at least one pick number, you can use the Enter Tracking Number(s) button to associate a tracking number with all or part of the order.

To use a single tracking number for the entire order:

1. Create a single picking number for the entire order. To do this, select the order in the Orders screen and click Create Shipment.
2. Edit the order and click the Enter Tracking Number(s) button. Since there is only one pick number for the whole order, you can only enter one tracking number.



• You can mark each shipment number (pick number) as shipped.
• Enter a tracking number.
• Select a carrier for the tracking number (optional)
• You can optionally enter a shipping cost for each tracking number.
3. In the Enter Tracking Number(s) dialog box, click Save.

The tracking number now appears as a clickable link in several places:

• In the > Order Processing > Shipments tab.
• In your on-line store, in the Order Details screen, while the customer is going through checkout.
• When the customer looks at the Order History screen:
1. The customer goes to your on-line store. At the Storefront screen (SFNT), the customer clicks on the Sign In link and enters their username and password.
2. In the Customer Account screen (ACLN), the customer clicks on the Customer Order History link.
3. The Order History screen displays (ORDH). The customer can click on the tracking number (Shipments column) and be taken automatically to the carrier website.

To assign different tracking numbers to different items in the order:

1. Edit an order.
2. Select one item in the order and click Create Shipment. There is now a pick number for that individual item.
3. Select the same item again and click Enter Tracking Number(s).
4. In the Enter Tracking Number(s) dialog box, enter a tracking number. See above for more details.
5. In the Enter Tracking Number(s) dialog box, click Save.
6. Repeat these steps for other items in the order.

To Authorize Payment

Authorize means that you, or someone else, has approved that the customer's payment method is valid for the purchase amount, and that a hold has been placed on that amount. In the case of a credit card, the approval might come from a credit card gateway. If a customer pays by check, you might manually use the Authorize button after the customer's check has cleared. A payment must be marked as Authorized before the payment can be captured.

1. Edit an order
2. In the edit order screen, click Authorize.
3. In the Authorize dialog box:

3.1. Select a Payment Method from the Payment Method dropdown list box.

3.2. Enter an Amount. You can authorize payment for all or part of an order.

3.3. Click Authorize.

To Capture Payment

After payment has been marked as authorized, you can capture the payment. Captured means that payment has been withdrawn from the customer's account and is en-route to you.

1. Edit an order.
2. In the edit order screen, click Capture
3. In the Capture dialog box, enter the amount that you want to capture.
4. Click Capture

To Create a Return

Use the Create Return button to generate an RMA number for all or part of an order. Before you can create a return, at least one item in the order must have payment authorized, captured, and the status set to "shipped". See Enter Tracking Number(s).

1. Edit an order
2. Select an item with a status of "shipped" and click the Create Return button.
3. The status of the item (or the order, if you select all items) will change to RMA Issue .

To Manage Return(s)

After you have used the Create Return button to generate an RMA number for an item, you can select that item and use the Manage Return(s) button to:

• Cancel an RMA, or
• Mark an RMA as received
1. Click the Cancel link.
2. A message box will appear asking you to confirm. Click OK.
3. The RMA number will be deleted from the order. The status of the order will go back to Shipped and the original tracking information will remain.
• Click the Close button in the Manage Return(s) dialog box to close the dialog box without making any changes.

To Refund or Void an Item

• Use the Void button after the order has been Authorized, but before the funds have been Captured.
• Use the Refund button if the funds have already been captured.

You may see that these buttons are greyed out:

• These buttons will not be visible if the order is encrypted. See To Decrypt an Order.
• Because the Void button is used to cancel the transaction before the funds are captured, the Void button is usually only active the day that the order comes in.
• The Refund button will be greyed out if the customer paid by check, or if you are using a credit card payment gateway that does not support refunds.

To Use the Refund/Void Buttons

1. Edit an order.
2. Click on the Refund or Void button
3. In the dialog box, click the Refund (or Void) button.

Edit Shipping/Tax/Other Charges

Any time after an order comes in you can use the Edit Shipping/Tax/Other Charges button. When a customer makes a purchase from your on-line store, shipping, taxes, and any other charges that you have configured are calculated automatically. If a customer phones in their order, however, you must use this button to add those charges and calculate the order total. Before you can use this feature, you must have configured at least one shipping carrier. (See > Shipping > Shipping Method Rules Tab.)

To Use the Shipping/Tax/Other Charges Button

1. Edit an order.
2. Click Edit Shipping/Tax/Other Charges.
3. Select a Shipping Method.

   The entries in this list box will vary depending on what carriers you have configured in the > Shipping > Shipping Method Rules screen. The other fields in this dialog box will also change depending on what shipping method that you select.

4. Click the Recalculate button.
5. Enter an amount for the sales tax, if any.
6. If you are finished editing charges, click Save.
7. If you want to enter an additional charge, for example, special handling, click the Add Charge button.

Generate Shipping Label

You can create shipping labels when:

• At least one item in the order has a picking number.
• You have configured at least one shipping module which supports label generation.

To Generate a Shipping Label

1. Edit an order. If you've met all of the criteria listed above, you will see a Generate Shipping Labellink. Click on that link to open the Generate Shipping Label dialog box.



2. In the Generate Shipping Label dialog box, select a Shipping Method. In most cases the shipping method will be set to whatever the customer selected during the checkout process, although you can change it here.
3. After you select a Shipping Method, a number of other fields will appear that are specific to the carrier. Fill out these fields and click the Generate button.

Note that fields in the Generate Shipping Label dialog box can change, depending on what shipping method you select.



Shipping Method:	Usually this field will default to the shipping method that the customer selected in your on-line store. However, if you are offering an option that isn't tied to a specific method, such as free shipping, this field will default to "Select one". You can change this field to anything that you want.
Package 1 of X:	This fields in this section display the box data that was sent to the carrier for rate information. For example, if you are using Pack by Weight, you might have a box that can hold 10 pounds. If the order weighs 20 pounds, Miva Merchant knows to send weight and dimensions for two boxes to the carrier to get the shipping charges. If they are not already correct, you should always set the weight and dimension fields in the Generate Shipping Label dialog box to the weight and dimensions of the box that is actually being used.
Action:	Remove: Use the Remove command if you aren't sure how to package all or part of the order, or for example, if one item is backordered and you want to ship the rest of the order. You can leave an item out of any box and still create a label. The label will reflect only those items that are in boxes. Move to New Package: Use this command to place selected items in the order into separate boxes.

4. After you click the Generate button in the Generate Shipping Label dialog box, you'll return to the edit order screen. The "Generate Shipping Label" link now says "View/Print Shipping Label". If you click on this link a browser window will open with instructions on how to print your label and ship your package using the carrier that you selected.

If you enabled a Zebra printer in the UPS, FedEx, or Endicia modules (see Shipping Settings), please note:

• The label you view in this screen is not WYSIWYG (What you see is what you get) and may not look exactly the same when you print it. When Miva Merchant receives label information for a Zebra compatible printer, it's in the form of raw data. In this screen we show a representation of that data, but it may not be perfect. Even if the label has some on-screen errors, you should still try printing it, because those errors may not show up in the printed version.
• Zebra labels can only be printed on Zebra compatible printers. Any other printer will only print random characters, because it won't be able to print the .zpl formatted data.

To Void a Shipping Label

After you have followed the steps to generate a shipping label you can void that label. Voiding a label has the following effect:

• Your account will not be charged for the postage.
• The label is invalidated and cannot be used.
• The status of the order will be set to Unshipped.
• Any tracking information associated with order will be lost.

You must void all the labels in a shipment, but if an order contains multiple shipments, you can void the labels in one shipment, but not the other. (One order can contain multiple shipments. One shipment can consist of multiple packages.)

1. Edit an Order and click on the View/Print Shipping Label link.
2. In the View/Print Label screen, click the Void All button.
3. In the confirmation message box, click the OK button.

Decrypt an Order

If you have set up your store to use Order Encryption, all orders will be encrypted. If you are editing an order, you will not be able to perform certain tasks unless you decrypt the order.

To Decrypt an Order

1. Edit the order. If the order is encrypted, you will see a lock icon next to the Payment drop-down list.
2. Click on the lock icon. The Passphrase Required dialog box will appear. Enter the Passphrase that you created when you configured Order Encryption and click the Continue button.
3. When you are back in the edit order screen, you'll see that the lock icon is now open and information from the order is now displayed.

Order Emails Tab