• Miva Docs
• Reference Guide
• Miva 10 Order Processing Working with Orders

General Information

On this Page

• Associating Customers with Orders
• Notes
• Order Emails
• Payment
• Editing Orders
• Tracking Numbers
• Refunding/Voiding an Item
• Edit Shipping/Tax/Other Charges
• Generate a Shipping Label
• Void a Shipping Label
• Decrypt an Order

Associating Customers with Orders

Usually when a customer buys something in your store, the order is associated with the customer’s account. However, it is possible to have an order in the admin interface that is not associated with a customer account. It can be that a customer purchased something in your store and does not have an account, or that a customer purchased something from your eBay or Amazon store and the order was downloaded to the admin.

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. You are even able to search for a customer even though they may not have an account in your Miva store.

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

To Associate an Order with an Existing Miva Customer Account

To associate an order with an existing Miva customer account, first click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

On the Order screen, click Assign. If the order is already associated with a Miva customer account, there will be an Edit button instead of the Assign button.

After clicking Assign, select a customer in the Customer Lookup box that opens, and then click Use Selected Customer.

Next, a Recalculate Discount message box appears: “The customer record associated with the order has changed. Recalculate discounts based on the new customer record?”

Because the discounts customers receive, including shipping discounts, can be affected by Price Groups, Availability Groups and Business Accounts, assigning a customer to an order may affect the discounts associated with the order. Click Yes to recalculate the discount. If you don’t want to, click No.

To Associate an Order with a New Miva Customer Account

You can also associate an order with a new Miva customer account.

Click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

On the Order screen, click Assign. If the order is already associated with a Miva customer account, there will be an Edit button instead of the Assign button.

In the Customer Lookup box that opens, and then click Create Customer. In the box that opens, create a Login, enter an email to be associated with the account, enter a Password and then enter the Password again to confirm it. When done, click Create.

Next, a Recalculate Discount message box appears: “The customer record associated with the order has changed. Recalculate discounts based on the new customer record?”

Because the discounts customers receive, including shipping discounts, can be affected by Price Groups, Availability Groups and Business Accounts, assigning a customer to an order may affect the discounts associated with the order. Click Yes to recalculate the discount. If you don’t want to, click No.

Notes

You can attach notes to customers and orders, which can help you keep track of customer requests, their preferences or to record order history.

To manually add a note to an order, click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

On the Order screen, click the Notes link under the Order Number.

In the box that opens, click the Add Note button. In the box that opens, enter the note you wish to add to the order, then click Add.

Order Emails

Use the Order Emails link and dialog box to manually send emails to customers while you are editing an order.

Click the Order Emails link, select the type of email you wish to send, and enter any overrides you want to use, then click Send.

Payment

The Payment drop down list displays a history of all payment-related activities for the order, like authorization, capture, voiding and refunding.

To Authorize Payment

Authorizing payment 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 for 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.

To authorize payment, first click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

On the screen that opens, click Authorize.

In the box that opens, select a payment method in the drop down, enter an amount and then click Authorize.

To Capture Payment

After a payment has been marked as authorized, you can capture the payment. Capturing a payment means the payment has been withdrawn from the customer’s account and is on its way to you.

To capture a payment, first click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

On the screen that opens, click Capture.

In the box that opens, enter the amount you want to capture and then click Capture.

Editing Orders

You can edit orders in the edit order screen. Click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

In the Add Items dialog box, start typing the code of a product and the system will list the product codes that match what you have entered. Choose the item from the list.

Next, add an attribute, if desired, by clicking the Add Attribute button.

If you are adding an attribute, next, enter text in the descriptive fields. The first two lines are for descriptions. You can enter any text you desire in these fields.

Then enter a weight and a price for the special charges. Click Add Attribute, then click Add.

After that, if you look at the edit order screen, the new item and custom order charge have been added.

Deleting Items from an Order

To delete an item from an order, from the edit order screen, click the box next to the item to be deleted. Then the Delete button becomes available. Click it, and the item is removed from the order.

Splitting an Order

The Split button only becomes available when you select an item in the order, and when a customer has ordered two or more of the 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 the others as back ordered.

From the edit order screen, click the box next to an item that has a quantity of two or more. Then, 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 five of the same item, but we are breaking that item into two orders, one with two shirts and the second with three.

Tracking Numbers

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

First create a single picking number for the entire order. To do this, select the order in the Orders screen, then click the Create Shipment button on the edit order screen.

Then click the Enter Tracking Number(s) button. Because 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 the tracking number.
• Select a carrier for the tracking number (this is optional).
• You can enter a shipping for each tracking number (this is also optional).

Then click Save.

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

• In the Order Processing Shipments tab.
• In your online store, in the Order Details screen, while the customer is going through checkout.
• When the customer looks at the Order History screen.

To Assign Different Tracking Numbers to Differnt Items in the Order

First, select an item in the order from the edit order screen, and then click Create Shipment. This creates a pick number for that individual item.

Then, select the same item and click Enter Tracking Number(s).

In the Enter Tracking Number(s) dialog box, enter the tracking number. Then click Save. Finally, repeat these steps for the other items in the order.

Refunding/Voiding an Item

You use the Void button after an order has been authorized, but before the funds have been captured. You use the Refund button if the funds have already been captured. At times you may see these buttons as greyed out. Reasons for this include:

• The buttons will not be visible if the order is encrypted. To learn how to decrypt an order, click here.
• Because the Void button is used to cancel a transaction before the funds are captured, it is usually only active the 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.

Edit Shipping/Tax/Other Charges

You can use the Edit Shipping/Tax/Other Charges button any time after an order comes in. When a customer makes a purchase from your online 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.

To Use the Shipping/Tax/Other Charges button

Click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

Click the Edit Shipping/Tax/Other button. Then select a Shipping Method.

Then, click on the Recalculate button. Next enter an amount for the sales tax, if any. When finished, click Save.

Generate a Shipping Label

You are able to create a shipping label when at least one item in an order has a picking number, and you have configured at least one shipping module which supports label generation.

To Generate a Shipping Level

Click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

If you’ve met the criteria listed above, you will see a Generate Shipping Label link. Click the link to open the Generate Shipping Label dialog box.

In the box, select a Shipping Method. In most cases, the shipping method will be set to whatever the customer selected during the checkout process. Despite that, you are able to change it here if you need to.

After you select a Shipping Method, a number of other fields will appear that are specific to the shipping carrier. Fill out the fields and then click the Generate button.

Shipping Method: This field will default to the shipping method the customer selected during check out. However, if you are offering an option that isn’t tired to a specific method, such as free shipping, this field will default to “Select one.” You can change the field to anything you want.

Package 1 of X: The 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 knows to send weight and dimensions for two boxes to the carrier to get the shipping charges. If they are not correct, you should always set the weight and dimension fields in the Generate Shipping Label 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 in the order is backorded but 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 the boxes.

Action - Move to New Package: Use this command to place selected items in the order into separate boxes.

After you click the Generate button in the generate shipping label box, you’ll return to the edit order screen. The “Generate Shipping Label” link has been changed to “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 page using the carrier you selected.

If you enabled a Zebra printer in the UPS, FedEx or Endicia modules, 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 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 try to print 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 file.

Void a Shipping Label

After you have generated a shipping label, you can also void that label if needed. 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 that order will be lost.

Note

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

To void a label, click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit.

In the View/Print label screen, click the Void All button. In the box that opens, click OK.

Decrypt an Order

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

Click the Order Processing header on the left side of the page, then in the Orders tab, click the order you wish to edit. If the order is encrypted, you will see a lock icon next to the Payment drop down list.

Click the lock icon. The Passphrase Required dialog box will appear. Enter the Passphrase you created when you configured Order Encryption, and click the Continue button.

When you are back on the edit order screen, you will see that the lock icon is now open and information from the order is displayed.