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- Click here to add a comment or send a message to the customer.
- You can send a message by writing it in the message box.
- Pre-written message 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 menu. You can add further details to the pre-written message if needed.
- Click here to see all messages. Rather than opening a message form, this link will take you to the "Customer service" page of the "Customers" tab. This is fully explained in the "Managing Customers" chapter of this guide.
In both of these cases, once your message is ready, click "Send". Your customer will receive your message in their inbox (the one indicated in their account).
You can create more pre-written messages using the tool in the "Order messages" page, under the "Orders" page.
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" tab enables you to download a selection of invoices from past orders in PDF format, all at the same time (in the same PDF file).
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- 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. You might like to have language-tagged invoices: "IN" in English, "FA" in French (for "facture"), "CU" in Spanish (for "cuenta"), 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.
PrestaShop will then generated invoice 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 set 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 then 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.
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Under the "Merchandise Returns" tab, you have the possibility of allowing enabling customers to send products back to you. Click on the tab and a form will appear. Select your Simply make a choice, the time of validity, and save.
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Once you have activated this option in your Back Officeback-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:
- Access the "Orders History" section of his or her account.
- Select the order from which he wants to return an item.
- Select the product(s) that s/he wishes to return by checking the box next to its name(s).
- (optional) Add an explanation, in order for the store shop team to understand why the item is being returnedcustomer wants to return this products.
Once the form is complete, the customer clicks on "Make an RMA slip", and the request is sent to you.
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A list of returns will appear in your Back Officeback-office.
It is now up to you to accept it or deny it:
- Click on the name of the return to see more details.
- Change the status to continue with the return process or stop it.
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.
Printing a delivery slip is exactly like printing an invoice. Select the dates, as well as the options you would like, and then confirm them to create your documents.
Create a Credit Slip
Once a package has been returnedYou can print a PDF 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.
PrestaShop will then generate the delivery slips number according to you settings: "#DE000001", "#LI000002", etc. - 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.
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".
In your list of orders, click on the order for which the customer is returning the item some items for more details.
Below the "Products" table, do the following:
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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 places an order.
Messaging Customers
Your PrestaShop online store gives you the ability to interact with your customers thanks to an integrated messaging system.
Basically, your customers can send you messages about their orders through the "My Orders" section of their user accounts. They select the order they want to write about, and then fill out the following.
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Statuses
Having different order statuses enables you to easily manage your orders, 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" tab.
Clicking on the message's row takes you to the order that it concerns. You can see the message from this point in the bottom left of the page: it is highlighted in yellow.
Click on the green checkmark to signal that you have read and understood the message.
Take a moment to send a message back to your customer! You can do this by clicking on the "New message" section, which can be found right above, and which has already been discussed.
Statuses
Having different order statuses lets you easily manage your customers. These different statuses are visible and editable in the "Order Statuses" tab The page displays a list of the currently registered 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" tab. In the "Modify translations" section of the page, choose "E-mail template translations" in the drop-down menu, then click on the flag of the language in which you wish to edit these templates.
- Their action icons: "edit" and "delete".
You can of course create a new status with the "Add New" button.
Fill out the form:
- Status name. Keep it very short and distinctive.
- Icon. You can use any 16*16 icon; for instance,
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The color will be used to underline order statuses and will be written, like the previously seen color attributes, in HTML code.
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- 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 customer to download and view PDF version of invoice. If disabled, you will have to send customers their invoice yourself.
- Hide this state in order for customer. This enables you to create internal statuses, for you and your team. Customers will never see this in their order status page.
- Send e-mail to customer when order status is changed. When enabled, a drop-down menu appears to let you choose which mail template to use.
- Set order as shipped. Be careful: once an order is set as "shipped", it cannot be set back.
- Set order as paid. Same here: once an order is set as "paid", it cannot be set back.
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" sub-tab page under the "Orders" tab. One default message is already saved: "Delay". To add others, click on the "Add New" button. You can also edit the default message.
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The form goes to the essentials:
- Name. Give your message a descriptive name so that you can easily find it again later.
- In the "Message" field, write Message. Write out the content that you wish to send to your customers.
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You can create as many messages as you wantneeded.
You Once you pre-written messages are all set, you can send these messages them by going directly into a customer's order:
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