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YOU CANNOT DELETE AN ORDER. It is illegal to be able to remove payment or ordering information and/or invoice information from a business in Europe. Therefore, implementing a "Delete" button for orders would render PrestaShop illegal in Europe.
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You can export a list of your orders by clicking on the "Export" button at the top.
You cannot import orders.
Creating an Order
One of the features of PrestaShop is the ability to create an order directly from the back office. For instance, this is tremendously useful when a customer wants to buy a product but does not succeed, and you need to take the hand and make the order while on the phone or during an e-mail conversation with the customer.
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- On the left, order information:
- The status and status history of the order.
- The shipping information: total weight of order and carrier chosen by the customer.
- On the right, customer information:
- Name of and buying history.
- Private note, if any.
- Shipping and invoice addresses (with a rough location map using Google Maps).
- The method of payment that was used, the cost of the products, and the shipping costs.
- Various details on the ordered products.
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When adding a product, the products table gets a new row added with a handful of fields. The first text field is actually a small search engine: type the first letters of a product to see a list of corresponding products. Select the one you want to add, and the grayed-out field of the row becomes available.
If the product has combinations, you can select it in a drop-down list that appears below the name: the unit price update updates accordingly.
Set the quantity of products, and then click the "Add product" button: the product is added.
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- Awaiting bank wire payment.
- Awaiting Cash on Delivery validation.
- Awaiting cheque check payment.
- Awaiting PayPal payment.
- Canceled.
- Delivered.
- On backorder (not paid).
- On backorder (paid).
- Payment accepted.
- Payment error.
- Payment remotely accepted.
- Preparation Processing in progress.
- Refunded.
- Remote payment accepted.
- Shipped.
In order to get a better view of the order's activity, every status change is recorded, and the log appears right below above the status change drop-down list. Therefore, you should only change a status if it has been clearly confirmed: do not mark an order as "Delivered" when you have sent the package, use "Shipped"; do not use "Preparation Processing in progress" when in fact you have only taken a quick glance at the order, etc.
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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 Cancel products" turn into is replaced by two new buttons: "Return products" and "Partial refund".
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Product return is returns are not activated by default. To activate it, go to the "Product Merchandise returns" page under the "OrdersCustomer service" menu, and activate the option in the option at the bottom of the page. This will apply to all products and all orders. |
Standard refund. Available once the order reaches the "Payment accepted" status. Not available once the products have been sent.
To be used when you need to refund the totality of the order, and can be done as long as the products are still in your warehouse.
Click the "Standard refund" button and a new column will appear in the product list, titled "Refund". Set the amount and quantity for each of the affected products, choose one of the options at the bottom of the list (see below), and click the "Partial refundRefund products" button at the bottom of the table.- Partial refund. Available once the order reaches the "Payment accepted" status.
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 and quantity for each of the affected products, choose one of the options at the bottom of the list (see below), and click the "Partial refund" button at the bottom of the table. - Return products. Available once the order reaches the "Shipped" status. PrestaShop must be set to accept merchandise returns, which is not in the Orders Customer Service > Merchandise Returns page, with the "Enable returns" option.
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" at the bottom of the table.
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- Re-stock products. When checked, PrestaShop will consider that the returned product as is 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.Warning In PrestaShop, vouchers are part of a special kind of discount feature: "cart rules". They can be created and edited from the "Cart Rules" page, under the "Price rulesDiscounts" 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.
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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:
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:
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By default, you can download the order itself as a PDF, by clicking on the "Print order" button on rightthe left.
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.
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You can customize the invoice layout easily: the PDF template files are located in the |
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It is possible to add a note to the invoice. In the "Documents" section, click on "Add note": it will add a message which will show on the invoice, below the tax table. |
When you put the order in the "Preparation Processing in progress" state, a delivery slip PDF is generated, which you can then download from the "Documents" section.
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The shipping details of the current order can be partly edited. More specifically, you can change the tracking number : in the and the carrier. In the "Shipping" section, click on the "Edit" icon in the "Tracking number" column, and enter the new number: you will be able to change the shipping details according to your needs. The carrier can be changed as long as the order hasn't been shipped yet.
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 the "Add new address" 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.
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In the "Products" section, at the bottom of the products listing, you have the "Add a new discount" button. This creates a simple discount, not as advanced as the vouchers/cart rules system but still useful.
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In the "New Message" section, on the right of the page, you can attach a comment on the order for your team.
You can also have this comment be sent to send this comment to the customer, in order to give him or her information concerning the order, a delay, a surprise, or keep him or her informed about offers and specials. This is a key point of customer relationship.
There are two links available:
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Choose a standard message. In case you are sending a message to the customer
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you can select a pre-written message. 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 "
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Customer service" menu.
Display to customer? This will determine whether the message is only visible to your team, or sent to the customer.
Message. In case you are using a pre-written message, it will display in the box. Otherwise, you can simply write your message there.
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 will also be sent to the client's e-mail address should you choose to.
Send message. Click this button to send your message to the customer or to save it for your team.
Show all messages. This link will take you to the "Customer service" page
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. This is fully explained in the "Managing the Customers Service" chapter of this guide
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