Managing orders

When you click an order, the detail screen of that order opens. Here you see all the order details and you can edit the order, change its status or, for example, create a return.

Opening the detail screen

1. Go to Orders in the menu. You can also open an order from Shipments.
2. Click the order's row in the overview.

At the top you see the status of the order and the planned shipping date. Below that are three tabs: Summary, Shipped order and Shipments. Top right is the Actions button with most of the options.

Can't see a button? Then the order does not have the right status, or you are not allowed to manage orders or returns.

Summary

The Summary tab shows the main details of the order: Ordered by, the Customer reference, the Address and the Order lines. If the order has shipments or returns, you see them here too. Depending on your rights you also see the Total order value, the Selling price Ex VAT and the Total VAT.

Click a product or a return in the summary to open its detail screen.

Changing order lines

As long as the fulfilment company has not started picking, you can still change the order lines. This also works for an order that is Backordered. After that the lines are fixed and the Edit button is no longer shown. Orders from an integrator and bol orders that bol ships itself (VVB) cannot be changed.

1. Click Edit next to Order lines.
2. Change the Quantity, or add a line: find the product with Search for products and enter the quantity.
3. Click Save.

Events

You can record events on an order. Add one through Actions > Add event. If you are allowed to manage orders, you can also edit or delete an event in the summary with the buttons next to it.

Shipped order

On the Shipped order tab you change the shipping details, for example when your customer gives you a different address.

1. Change the fields, such as First name, Last name, Phone, Email, Zipcode and City.
2. Choose a different Delivery option or a Service point if needed.
3. Click Save.

For addresses in the Netherlands, Belgium and Germany, fill in Street, Housenumber and an addition if there is one. For other countries use Addressline and Second addressline.

Shipments

The Shipments tab shows for each shipment when it was sent (Sent on), to which Address, the Shipment status and the dimensions and weight of the parcel.

• Tracking link opens the carrier's tracking page in a new tab.
• Label opens the shipping label in a new tab, so you can download it. If the shipment has more than one label, you first choose which one. A label for a label printer (ZPL) does not open but is downloaded as a .zpl file.
• Pickingslip opens the packing slip of the shipment as a PDF. This button is not there for a cancelled shipment.

Status and planning

Changing the status

1. Click the current status of the order at the top of the detail screen.
2. In the Update order state window, choose the new status, for example Snooze or Cancelled.
3. Click Save.

With Snooze the fulfilment company temporarily holds back processing. If you set the order back to Open, the picking lines are reset and the system assumes the products are back in their picking location.

Pausing an order

If the order should leave later, pause it:

1. Click the planned shipping date at the top of the detail screen.
2. Choose how long to pause: Pause for 4 hours, Pause untill the next day, Pause untill the selected day (you pick a weekday) or Pause untill the selected date.
3. Click Confirm.

The fulfilment company sees the new date automatically and adjusts processing to it.

The Actions menu

Top right in the detail screen is the Actions button. Which actions you see depends on the status of the order and your rights.

Editing and splitting

• Edit order: change whether it is a B2B order, the Webshop reference, the Remark or the extra fields. For a B2B order Stockhub automatically creates a packing slip that is added to the shipment.
• Split order: enter for each product the quantity you want to split off. Stockhub creates a new order from it. If the order has backordered lines, Stockhub first asks whether you want to split all backordered lines into a new order.
• Duplicate order: create a new order based on this one. In the window you check the details, the address and the order lines before you save.
• Edit priority: only for a backordered order. Choose High or Low. With high priority the backorder is released first as soon as the stock arrives.
• Edit internal remark: a remark for your own team. The fulfilment company does not see it.
• Add event: record a note on the order.

Pickup or shipping

• Order to pickup: the order is not shipped but picked up at the warehouse.
• Order to ship: changes a pickup order back so it is shipped to the customer.

Both ask for confirmation first.

After shipping

You only see these actions for a shipped order.

• Create return: start a return from the order. You choose the products, the quantity and a Reason. You need the right to manage returns.
• Create claim: report a problem with a shipment. You choose the Shipment, the Product, the Quantity and a Reason, and describe the problem. You only see this action if you are allowed to manage orders and the carrier of the shipment accepts claims. The fulfilment company sets this per carrier.
• Free return: your customer can then return this order for free through the return portal. If that is already on, the button is called Paid return and turns it off again.
• Copy link: the return link of the order is shown at the bottom of the menu. Copy it and send it to your customer. With this link your customer registers the return in the return portal. You only see the link if the return portal is enabled for you and the order does not come from Bol, Amazon or Kaufland.

Other actions

• Resync order: only with the status Action required (customer). The order is deleted and imported again from your sales channel.
• Create support ticket: create a support ticket linked to this order.