Starting at the top, in the first section you will see the order number preceded by the order channel/type designation (W=Web, C=Club, A=Admin, etc) along with the customer’s name. The top block will be shaded in different colors depending on the current shipping status of the order. Most notably the “Hold” or “Processing” status will turn this top section yellow.
The second section shows the Customer Name, Order Type, Date & Time of the order, total dollars, all the delivery details including shipping charges, current shipping status, shipping method, and shipping state, plus the requested ship date if selected by the client or admin user placing the order, then a link to a 10-Day Forecast in that city.
Do be aware that shipping temperatures not only matter in the destination city, but also in the departure city and every city in between.
If you have any notes in the section towards the bottom of the order called “What needs to be done for this order?” there will be a “Needs Attention” box in yellow and orange highlights that appears as a reminder (showing up just above the Tags section). Once that “Needs Attention” note has been completed, you can delete all the notes from the “What needs to be done for this order?” text box, click the “Update” button, and the “Needs Attention” section will disappear.
The “Tags” section is good for keeping track of recurring situations on orders.
There are three steps you must complete to save a Tag:
Type the name of the Tag you would like to “create”. If you start typing a Tag that has similar words as one that has already been created, you will be provided with a drop down of choices. Therefore, if you plan to create similar Tags related to refunds or shipping, keep the naming/words similar so the drop down menu will offer you existing choices.
Hit the Enter/Return button on your keyboard to “apply” the Tag.
On the right side there is a blue button “Save Tag Changes”. If you do not click this Save button the Tag will not stay applied to the order.
The “Billing & Delivery” section will show you a small Google map along with the billing address, payment status on the order (Paid or Not Paid), delivery address and current shipping status. This section will also provide you the option to edit the delivery address and add a tracking number to the order. You can read more about those two procedures here:
The “Order Details” section shows the products, quantities of each product, product pricing and overall order totals. Below that you will see the Gift Message or Special Instructions that were added to the order, with an option to Edit those notes. If none were added during the order checkout process there will be two links to click, allowing an admin user to add notes. These note sections are visible to your customers.
**Very Important**—Advise your staff to keep all notes appropriate. Due to GDPR regulations passed in May 2018 a customer can request all data in their account at any time.
The “Ship Dates” section will provide a calendar to apply a Requested Ship/Pickup Date and an Actual Ship/Pickup Date.
As mentioned above, the order notes section provides a reminder section called “What needs to be done for this order?” that when populated with a note, will activate a “Needs Attention” prompt at the top of the order. When this notes section is blank, the “Needs Attention” prompt goes away. These notes are not visible to your customer.
**Very Important**—Advise your staff to keep all notes appropriate. Due to GDPR regulations passed in May 2018 a customer can request all data in their account at any time.
“Internal Permanent Notes” is the section of notes that cannot be removed, so that you have a permanent record of any activities you want to track related to the order. You are welcome to move reminder notes from the “What needs to be done for this order?” section above into the Permanent Notes section to track order history. These notes are not visible to your customer.
**Very Important**—Advise your staff to keep all notes appropriate. Due to GDPR regulations passed in May 2018 a customer can request all data in their account at any time.
“View Activity Log” is a basic/general record of the actions performed by admin users related to the order.
“Payment Details” shows a record of the credit card transactions for the order. For some Figure accounts, this section is at the bottom. For other Figure accounts, it will be titled “View Payments & Refunds” and is located in the financial breakdown of the “Order Details” section (just below where you see the grid listing Subtotal, Shipping, Sales Tax, Discount, Credits, and Total). There are two buttons in this section:
Define and Issue a Refund: The window that appears will provide you the option to apply a refund to any of the payment parameters in the order. For example, if a client originally requested to have the order shipped, but then comes to pick up, you will want to refund the shipping charge only. This feature allows that option. Or if a bottle was broken in transit or was corked, this feature allows you the option to refund the retail price of that one bottle, a portion of the associated sales tax, and a portion of the shipping costs. Once you populate the cells with the dollar amounts, click the “Issue Refund” button.
**Very Important**—Do not cancel an entire order through this process. You can learn more about canceling an entire order later in this article or by reading Partial order refunds or Cancel an entire order.
Apply New Payment to this Order: This button can be used if a customer was originally going to pickup an order but then requests to have it shipped. A window will pop up allowing you to add a shipping charge to the customer’s credit card on file. You wouldn’t use this option if a customer wanted to order more of the same wine. For that you would just start a new order.
Sales Details: On the right side margin of the order details page you will see the “Sales Details” box which provides options to apply/change some parameters of the order. The top notifier is the “Sale Placed By” person. That is who processed the order using their Figure admin account. However, you may want to give that sale credit to another person on staff who locked down the order and made it happen, which can be applied under the “Sale Credited To” drop down box. To populate the staff members into that drop down box you would add them on the Settings>Configure page.
The next area is the “Group at time of purchase” and that will display the group the customer is/was in when the order was processed.
Finally are two drop down boxes. One called “Order Type”, which could be Admin, Club, Web, etc and that can be changed. Next is the current “Shipping Status” of the order which can also be changed/updated.
Actions: Depending on the features your Figure account has available, this section lists different options. Those options include checking compliance for shipping via ShipCompliant, Applying Payments or Refunds, printing an invoice of the order, or resending the order receipt to the customer via email.
Cancel this Order: This is an important feature to consider, briefly mentioned earlier, and should be used when looking to refund the entire order for a customer. If you just need to refund a portion of an order (only one bottle out of a 6-pack, just the shipping charge, etc) then you would refer to the procedure above “Define and Issue a Refund”. You can read more about that here, Partial order refunds or Cancel an entire order.
A window will appear after you click the “Cancel this Order” button. It provides three options, that are all preselected, which you can then unselect if need be.
Selection One - “Cancel order in total and restore inventory” will mark the shipping status of the order to Cancelled and will then return the number of products on the order to your existing inventory.
Selection Two - “Refund full amount to customer’s credit card” will refund the customer for the total amount of the order (products, shipping, and taxes). As mentioned previously, if you just need to refund a portion of the order costs, this is not the place to do it. Partial refunds should be done using the button “Define and Issue a Refund”.
Selection Three - “Send cancellation email to customer” will do just that. You can see what the order cancellation email says on the Settings>Emails page.