Child pages
  • Gestionar pedidos
Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 6 Next »

Tabla de contenidos

Gestión de pedidos

Como gerente de la tienda, tendrá que lidiar con un montón de pedidos, adjuntar facturas,  y dar respuestas y soluciones a las preguntas y problemas de sus clientesal menos, eso es lo que le deseamos . La tarea diaria de gestionar númerosos pedidos  puede ser laboriosa. Afortunadamente, PrestaShop hace todo lo posible para ayudarle a vadear todas estas tareas y así conseguir que los pedidos lleguen satisfactoriamente a sus clientes, con los bonos de entrega y con las inevitables devoluciones de mercancía.

Pedidos

La página "Pedidos" bajo el menú "Pedidos" le permite ver toda la información de todas las compras de su  tienda. Todas las transacciones de su tienda están disponibles aquíorganizadas por fecha (por defecto, estas se encuentran ordenadas desde la compra más reciente a la más antigua).

Puede filtrar los resultados y encontrar fácilmente los pedidos que esté buscando utilizando los campos de arriba. Por ejemplo, para identificar los pedidos del Sr. Doe, escriba "Doe" en el campo "Cliente" y haga clic en el botón "Filtrar".

NO PUEDE ELIMINAR UN PEDIDO. En Europa está prohibido eliminar pagos o solicitar información y/o factura de una empresa. Por lo tanto, la implementación de un botón "Eliminar" para los pedidos haría que PrestaShop fuera ilegal en Europa

Para eliminar de forma segura el pedido predeterminado (y así poder eliminar el iPod de su catálogo), instale el módulo "PrestaShop cleaner" (que se encuentra disponible en la instalación por defecto desde la versión 1.5.4), abra su pantalla de configuración y marque la casilla "Pedidos y Clientes" antes de hacer clic en el botón "Comprobar y corregir".

Puede exportar una lista de sus pedidos haciendo clic en el botón "Exportar" en la parte superior.
No se puede importar pedidos.

Crear un pedido

Una de las grandes novedades de PrestaShop 1.5 es la capacidad de crear un pedido directamente desde el back-office. Por ejemplo, esto es tremendamente útil cuando un cliente quiere comprar un producto pero por algun causa es incapaz de hacerlo, y usted necesite tomar el control y realizar el pedido por él mientras hablan por teléfono o durante una conversación por correo electrónico.

Al hacer clic en "Añadir nuevo" se abre una nueva página con un único campo de texto, con la etiqueta "Buscar clientes"  Al crear un nuevo pedido a través del back-office, la primera tarea consiste en asociar ese pedido con un cliente. Escriba las primeras letras del nombre, apellido o dirección de correo electrónico y PrestaShop mostrará las coincidencias correspondientes.

Si el cliente para el que tiene que crear el pedido no tiene ni siquiera una cuenta en su tienda, puede crear una sobre la marcha: haga clic en el botón "Añadir cliente" para abrir una ventana con los principales datos de la cuenta preparados para rellenar. Una vez guarde la cuenta, esta se convertirá en la cuenta seleccionada para el pedido.

Tenga en cuenta que también tendrá que registrar la dirección del cliente - un botón "Añadir nueva dirección" está disponible en la parte inferior de la página, en la sección "Direcciones".

Haga clic en el botón "Seleccionar" para elegir el cliente correcto, y aparecerá el formulario para completar el pedido. En esta sección principal, "Carrito", es en donde tomará todas las decisiones necesarias para realizar el pedido del producto.

El campo "Buscar un producto" le permite de forma dinámica encontrar productos para añadirlos escriba las primeras letras de su nombre y PrestaShop le mostrará una lista desplegable rellenada con los productos coincidentes. Elija un producto, seleccione la cantidad y pulse el botón "Añadir al carrito". Por supuesto, puede elegir entre todas las combinaciones disponibles para un producto, si las hay, desde la lista desplegable "Combinación"  que aparece en ese caso.
Tenga en cuenta que PrestaShop le da una indicación del stock restante que existe en un producto dado, que le permitirá decirle al cliente si el producto se encuentra fuera de stock desde este mismo formulario de pedido.

La página también permite ver los carritos anteriores y pedidos realizados por ese cliente, si los hay. Si lo que ocurre es que está tratando con un carrito que el cliente no puede validar de ninguna manera , puede utilizar ese carrito para este pedido aciendo clic en el botón de acción "Usar este carrito" (icono de "dos ventanas").

Si es necesario también puede añadir un cupón/regla de compra, e incluso crear uno sobre la marcha haciendo clic en el botón "Añadir un nuevo cupón".

Por último, tiene que especificar a qué dirección debe realizar el envío del pedido  (y posiblemente la facturación). Aquí, de nuevo, puede crear nuevas direcciones sobre la marcha usando el botón "Añadir nueva dirección".

Ver detalles de los pedidos 

Para poder procesar los pedidos que reciba, debe tener acceso a la información que contienen.
Haga clic sobre la línea que contiene el pedido, o haga clic en el botón "Ver" situado a la derecha del pedido.

La hoja de detalles del pedido es mostrada ocupando toda una hoja completa.

Este resumen del pedido  le da acceso a:

  • El estado y el historial del pedido.
  • La información del transportista: peso total del pedido y el transportista elegido por el cliente.
  • El método de pago que utilizó, el costo de los productos, y los gastos de envío.
  • Varios detalles de los productos solicitados.

En la sección "Dirección de envío" de la página, puede ver el icono de una "G": que le permitirá  utilizar Google Maps para localizar la dirección en un mapa.

Modificar el pedido

Los pedidos no son inalterables. Hay muchas razones por las que necesitará modificar un pedido  antes de que su pedido sea tramitado y enviado a su destinatario: uno de los productos se encuentra fuera de stock, el cliente ha cambiado de opinión , etc.

Añadir un producto

En la parte superior de la página, puede encontrar el botón "Añadir un producto", el cual desencadena dos acciones al hacer clic sobre él:

  1. Desplaza la página hacia abajo a la sección "Productos".
  2. Añade un campo al pedido.

Al añadir un producto, la tabla de productos crea una nueva fila añadiendo unos cuantos  campos. El primer campo de texto es en realidad un pequeño motor de búsqueda: escriba las primeras letras de un producto para ver una lista de productos coincidentes. Seleccione el que desee agregar, y el campo color gris de la fila pasará a estar disponible.
Si el producto tiene combinaciones, puede seleccionarlas en la lista desplegable que aparece debajo del nombre: el precio unitario se actualizará en consecuencia.
Establezca la cantidad de productos, y a continuación haga clic en el botón "Añadir producto": el producto es añadido.

Tenga en cuenta que el botón "Añadir un producto" de la sección "Productos" desencadena la misma acción que el botón del mismo nombre en la barra superior.

No puede añadir mayor cantidad de un producto de la que hay disponible.

Eliminar productos

Para cancelar un producto, diríjase a la lista de productos, y elimine el producto haciendo clic en el botón de acción "Eliminar" (con el icono del "bote de basura"), o bien haga clic en el botón de acción "Editar" si lo que necesitas es eliminar una cierta cantidad de un producto .

Puede modificar la cantidad de muchos productos al mismo tiempo.
Si la cantidad de un producto llega a 0, se elimina del pedido  por completo.
No puede eliminar más cantidad de la que tiene un producto.
Haga clic en el icono de la "cruz roja" para cancelar la edición.

Editar los detalles de un pedido

Muchas de las secciones de la hoja de pedido pueden ser editadas, lo que le permite actualizar o corregir algunos de los datos facilitados por el cliente.

Estado del pedido

La primera lista desplegable que aparece en la página del pedido le permite cambiar su estado. Este es un aspecto muy importante del proceso de seguimiento de un pedido, ya que con cada cambio de estado, nuevas funcionalidades y documentación estarán disponibles para el pedido.

Puede elegir entre los siguientes estados:

  • En espera de pago de transferencia bancaria.
  • En espera de pago por cheque.
  • En espera de pago por PayPal.
  • Cancelado.
  • Entregado.
  • Producto fuera de línea.
  • Pago aceptado.
  • Error en el pago.
  • Pago aceptado remotamente.
  • Preparación en curso.
  • Reembolsado (Devolución).
  • Enviado.

Con el fin de obtener una mejor visión de la actividad del pedido , se registra cada cambio de estado , apareciendo este registro  justo debajo de la lista desplegable de estado. Por lo tanto, sólo se debe cambiar el estado si se ha confirmado: no marque el pedido como "Entregado" cuando envie el paquete, utilice "Enviado"; no utilice "Preparación en curso" cuando en realidad sólo ha dado un vistazo rápido al pedido, etc

Botones de acción

Los botones de acción cambian según el estado del pedido . Por ejemplo, una vez que el pedido está en el estado "Entregado"las opciones "Añadir producto" y "Eliminar producto" se convierten en dos nuevos botones: "Devolver productos" y "Reembolso parcial".

La devolución del producto no está activada de forma predeterminada. Para activar esta opción, diríjase a la página "Devoluciones" bajo el menú "Pedidos", y active la opción  que se encuentra en la parte inferior de la página. Esto se aplicará a todos los productos y pedidos.

  • Devolver productos. Sólo debe utilizarse cuando el cliente ha devuelto productos: una vez que el paquete ha sido recibido, debe marcar los productos como retornados en el formulario de pedido. Haga clic en el botón "Devolver productos" y una nueva columna denominada "Volver" aparecerá en la lista de productos  Marque la casilla de los productos afectados, indique la cantidad de artículos que fueron devueltos y haga clic en el botón "Devolver productos" que aparece en la parte inferior de la tabla.
  • Reembolso parcial. Se utiliza cuando necesita reembolsar sólo una parte del pedido y no todo el pedido completo, ya sea porque el cliente devuelve el producto solicitado, o simplemente como una señal de buena voluntad por un producto dañado que el cliente optó por quedarse de todos modosHaga clic en el botón "Reembolso parcial" y una nueva columna denominada "Reembolso parcial" aparecerá en la lista de productos . Indique el monto y la cantidad para cada uno de los productos afectados, seleccione una de la opciones en la parte inferior de la lista (véase más abajo), y haga clic en el botón "Reembolso parcial" en la parte inferior de la tabla.

Cuando establece un producto como devuelto o  reembolsado, cuatro opciones están disponibles bajo la lista de productos:

  • Re-stock products. When checked, PrestaShop will consider that the returned product as available for sale again, and will therefore increase the stock for this product. You should not click this when a product is returned due to it being broken...
  • Generate a credit slip. When checked, a credit slip will be created for the selected items. A credit slip is an acknowledgment from your shop that merchandise has been returned and that a refund has been issued. The customer can then use it as a credit slip for his or her next purchase.
  • Generate a voucher. When checked, a voucher will be created for the amount of the selected items. A voucher takes the form of a discount code that the customer can enter during the checkout process.
    You can edit the customer's existing vouchers by viewing the customer's page: from the current order's page, click on the link under the customer's name in the "Customer information" section; once in the customer's page, reach the "Vouchers" section. You can edit each voucher by clicking on the "Edit" icon.

    In PrestaShop 1.5, vouchers are part of a new kind of discount feature: "cart rules". They can be created and edited from the "Cart Rules" page, under the "Price rules" menu. The cart rules creation process in the next chapter, "Creating Price rules And Vouchers".

  • Repay shipping cost. You can also choose to refund the shipping cost of the returned product, which is always an appreciated gesture.

If the customer paid the order using a credit card, the payment system should refund the cart automatically. If the order was paid using a check or a bank transfer, you have to issue the refund yourself, then mark the order as having been refunded manually in the back-office (in the order's page).

Difference between a credit slip, a voucher and a cart rule

A credit slip is first and foremost a written proof that a product has been returned. Most of the time, the customer can use it as a voucher.

A voucher is a discount code which does not have to be tied to a merchandise return or a refund, and which can take more forms than a simple credit slip:

  • A discount on an order (percentage).
  • A discount on an order (amount).
  • Free shipping.

You can apply a voucher to all customers, or a group of customers, or a single customer; you can set its expiration date;

A cart rule is basically an advanced version of a voucher: in addition to what a voucher could do in PrestaShop 1.4, the cart rules system introduced in PrestaShop 1.5 enables you to:

  • Name the discount.
  • Allow the customer to use only a portion of the discount.
  • Assign priorities between cart rules.
  • Set the compatibility between cart rules.
  • Have the discount only work with some carriers.
  • Have the discount only work with a selection of products and/or categories and/or manufacturers and/or suppliers and/or attributes... or all of these at the same time if necessary!
  • Have the discount be applicable for free shipping and/or a discount on an order and/or a free gift... or all of these at the same time if necessary!

Documents

You can get many PDF documents out of the order page. When available, they are listed in the "Documents" section of the page.

By default, you can download the order itself as a PDF, by clicking on the "Print order" button on right.

You can get an invoice for the order by clicking on the "Generate invoice" button from the "Documents" section. The invoice is also generated once you put the order in the "Payment accepted" status.
Once it is generated, the "View invoice" button below gets activated the top-bar.

You can customize the invoice layout easily: the PDF template files are located in the /pdf folder. These .tpl files are actually HTML files with Smarty tags for dynamic data. You can change the invoice's layout by editing the file named invoice.tpl.

 

When you put the order in the "Preparation in progress" state, a delivery slip PDF is generated, which you can then download from the "Documents" section.

Shipping

The shipping details of the current order can be partly edited. More specifically, you can change the tracking number: in the "Shipping" section, click on the "Edit" icon in the "Tracking number" column, and enter the new number.

Shipping Address

The "Shipping address" section enables you to edit the destination address of the package your team is about to send. You can either use the drop-down list to choose another of the addresses that the customers has already registered on your shop, or you can use the "Edit" icon to edit the currently chosen address.

If you need to send the package to an address that is not already registered in PrestaShop, you must first create it. To do this, go to the "Customers" menu, open the "Addresses" page, and click in the "Add new" button. Do not forget to put the correct e-mail of the customer, as this is the way PrestaShop will know to associate that new address with your existing customer! Once done, go back to the order's page, and change the address using the drop-down list.

Note that a small "G" icon enables you to visualize the destination of the package on Google Maps.

Invoice Address

The "Invoice address" section enables you to edit the payment address of the order. Just as for the shipping address, you can either choose the drop-down menu to choose another of the addresses that the customers has already registered on your shop, or you can use the "Edit" icon to edit the currently chosen address.

If you need the payment to be tied to an address that is not already registered in PrestaShop, you must first create it. To do this, go to the "Customers" menu, open the "Addresses" page, and click in the "Add new" button. Do not forget to put the correct e-mail of the customer, as this is the way PrestaShop will know to associate that new address with your existing customer! Once done, go back to the order's page, and change the address using the drop-down menu.

Discount

In the "Products" section, at the bottom of the products listing, you can find an empty table with an "Add new discount" button. This creates a simple discount, not as advanced as the vouchers/cart rules system but still useful.

Clicking it will open a new form, with the following items:

  • Name. Give the discount a short name. This will be public to the customer.
  • Type. Choose the discount type: "percent", "amount" or "free shipping".
  • Value. For the "percent" or "amount" types, set the value of the discount.
  • Invoice. Select to which invoice from this order this discount should be applied. When there is more than one invoice, you can check the box to apply the discount to all the invoices.

The discount will be applied to the total before the shipping costs.

Attaching a message to the order

In the "New Message" section, at the bottom of the page, you can attach a comment on the order for your team.

You can also have this comment be sent to the customer, in order to give him or her information concerning the order, a delay, a surprise, or keep him or her informed on offers and specials. This is a key point of customer relationship.

There are two links available:

  • Click here to add a comment or send a message to the customer.
    • You can add a message simply by writing in the message box and clicking "Send". The message will be stored in the client's profile in your Customer Service database, which you can access either by going to the client's page, or to the Customer Service page. The message can also be sent to the client's e-mail address should you choose to.
    • Pre-written messages can be saved and used multiple times, saving you the hassle of writing them over and over again. If you would like to send one of these messages, select it from the drop-down list. You can then add further details to the pre-written message if needed.
      You can create more pre-written messages using the tool in the "Order messages" page, under the "Orders" page.
  • Click here to see all messages. This link will take you to the "Customer service" page of the "Customers" menu. This is fully explained in the "Managing Customers" chapter of this guide.

Invoices

Each time an order from your shop is validated, an invoice is sent out to the customer. You can download the invoices for a single order from the order's page. The "Invoices" page under the "Orders" menu enables you to download a selection of invoices from past orders in PDF format, all at the same time (in the same PDF file).

You can get a PDF of several invoices depending on two main criteria:

  • By date. Very useful when you need to print all invoices for a given month or a given quarter. Select the start and end date, and click on the "Generate PDF file by date" button in the top bar.
  • By order status. A must-have when you need to print precisely which orders are canceled, refunded or on backorder. PrestaShop helpfully indicates the number of invoices tied to each status in parentheses.

In both cases, the invoices are generated into a single PDF file, each with their own pages. You cannot get a single PDF file for each invoice of the given period or statuses using this page.

If you want to customize the look of your store's invoices, you must change its template files.

PDF template files are located in the /pdf folder. Open the invoice.tpl file and edit it to your likings: it is an HTML file with Smarty tags.

Invoice Options

You can choose whether or not invoices should available to your customers as soon as the order is made, as well as the Invoice Prefix and the invoice number you want listed on the printed version of the invoice. This feature can help you simplify the management of your account.

  • Enable invoices. When disabled, your customer will not receive an invoice after their purchase. You will be responsible for handling the invoices, if your customers ask for one.
  • Invoice prefix. Be default, PrestaShop has language-adapted invoice prefixes: "IN" in English, "FA" in French (for "facture"), "CU" in Spanish (for "cuenta"), etc. You could choose to have language codes instead: "EN", "FR", "SP", etc. Of course, you can also choose to have a single prefix for every language, or to not have a prefix at all.
    PrestaShop will then generate the invoices number according to you settings: "#IN000001", "#FR000002", etc.
  • Invoice number. If your business has already had orders and invoices before you started using PrestaShop, you can use this option to start your invoice number from a higher number.
  • Footer text. You can use to have a custom text at the bottom of all your invoices. The text will appear below the name of your shop in the invoice.
  • Invoice model. Depending on your themes, you might be able to use more than one style of invoice. Test them with a fake order, in order to choose the one you prefer. If you know how to code in HTML, you can add your own invoice models or edit the existing ones: they are located in the /pdf/ folder of your PrestaShop installation.
  • Use disk as cache for PDF invoices. You can choose to store generated invoices on PrestaShop's server disk rather than in its server cache. While it saves on memory usage, it slows down the PDF generation itself, so use it knowingly.

Do not forget to save your changes.

When your customers ask for their invoices, you can redirect them to the "Order History" section of their user accounts, which keeps all of their invoices available for them.

Merchandise Returns

The "Merchandise Returns" page gives you a list of all the RMA process.

At the bottom of the page, you have the possibility of enabling customers to send products back to you. Simply make a choice, indicate the number of days during which a return request can be made, and save your settings.

Return process: how the customer sees it

Once you have activated the RMA option in your back-office, the customer can choose to return an item (provided the order is still in the time of validity). In order to do this, s/he must do the following:

  1. Access the "Orders History" section of his or her account.
  2. Select the order from which he wants to return an item.
  3. Select the product(s) that s/he wishes to return by checking the box next to its name(s).
  4. (optional) Add an explanation, in order for the shop team to better understand why the customer wants to return this product.

Once the form is complete, the customer clicks on "Make an RMA slip", and the request is sent to you. The request appears in the customer's "Return Merchandise Authorization" page, accessible from the account page.

Return process: how you see it

The return request appears in your back-office.

It is now up to you to accept it or deny it:

  • Click on the name of the return request to see more details.
  • At first, the RMA has the "Waiting for confirmation" status. Change the status to continue with the return process or stop it.
  • Validate.

The refund process can take several steps, which are indicated by the RMA status. There is just a handful of statuses, which can follow the whole RMA process:

  • Waiting for confirmation.
  • Waiting for package.
  • Package received.
  • Return denied.
  • Return completed.

If you want to stop the return process (and deny the customer a refund), simply choose the "Return denied" status.
If you agree with the product being returned and the customer being refunded, follow each step precisely:

  1. Choose the next step in the process: "Waiting for package". This will send an e-mail to the customer indicating that the product can be sent back to you.
  2. Once you have received the package, change the RMA's status to "Package received".
  3. Finally, once the whole process is over (either the customer has been refunded or you have issued a credit slip), change the RMA's status to "Return completed".

Refunding a customer

An order can be refunded, either partially or totally. This is done using two actions buttons located in the top bar of the order's page itself rather than in the RMA page.

The action buttons change depending on the order's status. For instance, once the order is in the "Delivered" state, the "Add a product" and "Remove products" turn into two new buttons: "Return products" and "Partial refund".

Product return is not activated by default. To activate it, go to the "Product returns" page under the "Orders" menu, and activate the option in the option section at the bottom of the page. This will apply to all products and all orders.

  • Return products. To be used only when the customer has effectively returned products: once the returned product has been received, you can mark it as returned directly in the order form. Click the "Return products" button and a new column will appear in the product list, titled "Return". Check the box of the affected products, indicate the quantity of items that were returned, and click the "Return products" button at the bottom of the table.
  • Partial refund. To be used when you need to refund only part of the order and not the whole order, either because the customer returned the ordered product, or simply as a sign of goodwill for a damaged product that the customer chose to keep anyway. Click the "Partial refund" button and a new column will appear in the product list, titled "Partial refund". Set the amount an quantity for each of the affected products, choose one of the option at the bottom of the list (see below), and click the "Partial refund" button at the bottom of the table.

When you set a product as returned or to be refunded, four options are available below the list of products:

  • Re-stock products. When checked, PrestaShop will consider that the returned product as available for sale again, and will therefore increase the stock for this product. You should not click this when a product is return due to it being broken...
  • Generate a credit slip. When checked, a credit slip will be created for the selected items. A credit slip is an acknowledgment from your shop that merchandise has been returned and that a refund has been issued. The customer can then use it as a credit slip for his or her next purchase.
  • Generate a voucher. When checked, a voucher will be created for the amount of the selected items. A voucher takes the form of a discount code that the customer can enter during the checkout process.
    You can edit the customer's existing vouchers by viewing the customer's page: from the current order's page, click on the link under the customer's name in the "Customer information" section; once in the customer's page, reach the "Vouchers" section. You can edit each voucher by clicking on the "Edit" icon.

  • Repay shipping cost. You can also choose to refund the shipping cost of the returned product, which is always an appreciated gesture.

If the customer paid the order using a credit card, the payment system should refund the cart automatically. If the order was paid using a check or a bank transfer, you have to issue the refund yourself, then mark the order as having been refunded manually in the back-office (in the order's page).

Delivery Slips

A delivery slip is a notification of delivery. It can also be called "delivery note" or "advice note".
It is supposed to be put in the shipped package, along with the ordered products. It will have your shop's logo, and indicate the content. On receiving the package, the customer will be able to use the delivery slip in order to double-check the content of the package, see that nothing is missing from the order.

Get a delivery slip is exactly like getting an invoice. Select the dates, as well as the options you would like, and then confirm them to create your documents.

You can get a PDF file of several delivery slips depending only by date, which is very useful when you need to print all delivery slips for a given day or a given quarter. Select the start and end date, and click on the "Generate PDF file" button.

Delivery Slips Options

The two options are the same as for the invoice options:

  • Delivery prefix. You might like to have language-tagged delivery slips: "DE" in English, "LI" in French (for "livraison"), "EN" in Spanish (for "entrenga"), etc. Or you could directly choose to have language codes: "EN", "FR", "SP", etc. Of course, you can also choose to not have a prefix at all.
  • Delivery number. If your business has already had orders and delivery slips before you started using PrestaShop, you can use this option to start your delivery slip number from a higher number.

PrestaShop will then generate the delivery slips number according to you settings: "#DE000001", "#LI000002", etc.

Do not forget to save your changes.

Credit Slips

Following your agreement on a product return, you should receive a package from the customer. Once you have received that package, you must create a credit slip. It can also be called "credit note" or "credit memo".
Credit slips are not created in the "Credit Slips" page, but only listed there

In your list of orders ("Orders" page), click on the order for which the customer is returning some items for more details.

Below the "Products" table, do the following:

  • Check the item(s) returned.
  • Check the box "Re-stock Products" if you wish to put the product back in your stock.
  • Check the box "Generate a Credit Slip."
  • To make a customer happy after committing an error in their order, consider giving him a voucher by checking the box next to "Generate a Voucher."
  • You can also reimburse his shipping costs by clicking next to "Include Shipping."

Once you have selected all the options you want, confirm by clicking on "Refund Products."

The credit slip is now created and will be available in the Order Details well as in the "Credit Slips" page.

From there, you can click the link to download the PDF file.

The customer will see the slip in his or her "My Account" section.

If you have created a voucher, customers will see it in the "My vouchers" section of their account. If they click on it, it should look something like this:

The amount of the returned item(s) is added to the voucher. The customer can use the discount code (listed in the far left of the column) next time he or she places an order.

Statuses

Having different order or return statuses enables you to easily manage your orders and returns, and keep you customers informed of the evolution of their purchase.

The various available statuses are visible and editable in the "Statuses" page, under the "Orders" menu.

The page displays a list of the currently registered order statuses, along with:

  • Their distinctive colors: existing status have colors that help quickly decide if there's an issue with the order or if it all goes well.
  • Their icons.
  • Their ties to two PrestaShop behaviors (more are available):
    • Should the customer receive e-mail when the order gets this status?
    • Does this status allow the customer to download and view a PDF version of the order's invoice?
  • The name of their e-mail template: you can edit these templates, language by language, in the "Translations" page under the "Localization" menu. In the "Modify translations" section of that page, choose "E-mail template translations" in the drop-down menu, and then click on the flag of the language in which you wish to edit these templates.
  • Their action icons: "edit" and "delete".

The return status list features less information, because those statuses are merely labels with no impact on the order.

Creating a new order status

You can create a new status with the "Add New" button at the top. The creation form opens.

Fill out the form:

  • Status name. Keep it very short and distinctive.
  • Icon. You can use any 16*16 icon; for instance, the excellent and free FamFamFam Silk icon set: http://www.famfamfam.com/lab/icons/silk/.
  • Color. You should strive to have the status' color match the existing colors (if relevant). The default color usages are:
    • Red/Orange: canceled or refunded orders,
    • Crimson red: payment error,
    • Blue: orders which are still awaiting payment,
    • Light green: paid orders,
    • Dark green: delivered orders,
    • Purple: shipped orders,
    • Pink: backordered orders.
  • Options:
    • Consider the associated order as validated. If enabled, this status marks all associated orders as "paid", and puts them in this same status.
    • Allow a customer to download and view PDF versions of their invoice. If disabled, you will have to send customers their invoice yourself.
    • Hide this state in all customer orders. This enables you to create internal statuses, for you and your team. Customers will never see this in their order status page.
    • Send an e-mail to customer when his/her order status has changed. When enabled, a drop-down menu appears to let you choose which mail template to use.
    • Set the order as shipped. Be careful: once an order is set as "shipped", it cannot be set back to the previous status.
    • Set the order as paid. Same here: once an order is set as "paid", it cannot be set back to the previous status.
    • Show delivery PDF. Displays the delivery PDF.

Creating a new return status

You can create a return status with the "Add New" button at the bottom. The creation form opens.

It only features two fields: set your desired status name and its color, and save your creation.

Order Messages

When you have to send a message to your customers using the PrestaShop administrative interface, you can choose to save this message in order to send it out again to other customers with similar questions, comments, or concerns.

To do this, go to the "Order Messages" page under the "Orders" menu. One default message is already saved: "Delay".

To add others, click on the "Add New" button. You can also edit the default message.

The form goes to the essentials:

  • Name. Give your message a descriptive name so that you can easily find it again later.
  • Message. Write out the content that you wish to send to your customers.

Once done, click on "Save".

You can create as many messages as needed.

Once you pre-written messages are all set, you can send them by going directly into a customer's order:

  • Select the pre-written message.
  • Edit it if needed.
  • Click "Send".

Your customer will receive the message on the email address associated with this account.

  • No labels