Managing Orders

Orders functionality enables direct access to all orders across the channels in which your business operates, including web stores, mobile applications, through point of sale (POS), or Internet of things (IoT) devices. Order has functionality that allows the business to maintain and route orders, cancel, refund, or duplicate orders.

After a customer places an order, it appears in the All Orders page.

 In the Order Details page, you can view the:

• order details
• shipping details
• payment methods
• cart details
• customer details
• notes and logs
• View documents

In the Orders functionality, you can:

• Search for orders
• Work with Presets
• View orders
• Set App Actions Capacities
• Pre-order to client cart
• Clone order
• Export order details
• Cancel order
• Create a credit note
• Process a payment
• Process refund

Order Statuses

The possible statuses of an order are as follows:

• SUBMITTED: Orders that are successfully placed will be displayed with a SUBMITTED status.
• READY TO EDIT ORDER: Orders that are just placed will have a READY TO EDIT status. You can cancel the order from this status. For more information, refer to Cancel Order
• FREEZE EDIT: Orders that are placed and cannot be edited anymore will be displayed with a FREEZE EDIT status.
• READY TO SHIP: The orders that are ready to be shipped will be displayed with a READY TO SHIP status.
• SUBMITTED TO FULFILLMENT: Orders that are submitted to fulfillment will be displayed with the status SUBMITTED TO FULFILLMENT.
• UNABLE TO SHIP: Order Items that are not available to be shipped will be displayed with the status UNABLE TO SHIP.
• SHIPPED: Order Items that are shipped will be displayed with the status SHIPPED.
• UNABLE TO DELIVER: Order Items that are not available to be delivered will be displayed with the status UNABLE TO DELIVER.
• DELIVERED: Order Items that are delivered will be displayed with the status DELIVERED.
• RETURN SUBMITTED: Order Items that are submitted for return will be displayed with the status RETURN SUBMITTED.
• RETURNED: Order Items that are returned will be displayed with the status RETURNED.
• CANCELED: Orders that are canceled for any reason will be displayed with a CANCELED status.

Search for Orders

You can search for orders using the Search text box and Preset filters. Predefined filters can be used to search for canceled or returned orders. You can create custom presets to search for orders.

Note: Predefined filters cannot be modified or updated.

For information on search based on predefined and custom filters, refer to Working with Presets.

For information on using search, refer to Working with Search.

Import Order Details

Simba allows you to bulk upload the order details via an Excel spreadsheet using a prescribed template.

Prerequisite: Before you import a document, you need to download the sample template, fill all the required details, and then import the document. The downloaded excel sheet contains product, shipping, address and channel details.

Download a Template

You can use the DOWNLOAD TEMPLATE button to download a sample Excel sheet to your local system for importing order details.

To download a template,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. Click the IMPORT link.
   
   The IMPORT FILE page is displayed.
4. Click the DOWNLOAD TEMPLATE button to download a sample Excel sheet.
   

Sample Excel Template:

Bulk Upload Orders Using Import Function

You can bulk upload orders from a file using the IMPORT link in the All Orders page.

To bulk upload orders,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. In the All Orders page, click the IMPORT link.
   
4. The IMPORT FILE page is displayed.
5. Click BROWSE to select files from the local computer.
   Note:
   • You can drag and drop files using the Drag and drop Documents.
   • You can download a template to upload. For more information, see Download a Template.
6. Click Open. The file is uploaded.
   

Note:

• To download a file from the list, click the Download
• To view uploaded details, click the down arrow for the file.

View Order Details

You can view the order details such as date of order, products, discount, total, shipping, payment, cart, customer, notes, and documents. 

To view the order details,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. In the All Orders page, click on an Order ID.
   Note: Alternatively, click the  More Details icon.
   
   The details of the order are displayed in the tabs: OVERVIEW tab, SHIPPING tab, PAYMENT tab, CART tab, CUSTOMER tab, NOTES tab, and DOCUMENTS tab.

OVERVIEW Tab

The OVERVIEW tab displays the date, products, % discount, total, % promo code, notes & logs, status, payment method, documents, shipping, and customer details.

 The following table provides the description for the fields in the OVERVIEW tab of the Order Details page:

Field	Description
Date	Displays the date of order.
Products	Displays the number of products and the amount.
%Discount	Displays the percentage of discount and the amount of discount.
Total	Displays the total order amount.
%Promocode	Displays the percentage of promocode.
Notes & Logs	Displays the number of notes.
Status	Displays the status with a timestamp and payment status.
Payment Method	Displays the payment method. Click VIEW DETAILS to see more information in the PAYMENT tab.
Product (n)	Displays the cart list of products with product image, quantity, and price details.
Return	Displays the details of products returned.
Shipping	Displays the shipping details. Click VIEW DETAILS to see more information in the SHIPPING tab.
Documents	Displays any document attached to the order. Note: ·        To see more documents in the DOCUMENTS tab, click VIEW ALL. ·        To view the delete, download, print, and send options, click on a Document name. o  DELETE THIS DOCUMENT: Click this to delete the document. o  DOWNLOAD: Click this to download the document to your local computer. o  PRINT: Click this to print the document. o   SEND: Click this to share the document.
Customer	Displays the customer details related to the order. Click VIEW DETAILS to see more information in the CUSTOMER tab.

SHIPPING Tab

The SHIPPING tab displays the date on which the product is shipped, weight, carrier, shipping cost, tracking number, tracking details with expected date of arrival and delivery information.

The following table provides the description for the fields in the SHIPPING tab of the Order Details page:

Field	Description
Shipped On	Displays the timestamp of the shipping.
Weight	Displays the weight of the shipped product.
Carrier	Displays the method of shipping. For example, economy shipping.
Shipping Cost	Displays the cost of shipping the product.
Tracking Number	Displays the tracking number of the shipment. In this section, you can:  View: Click VIEW to view the shipment details DOWNLOAD: Click this to download the label. PRINT: Click this to print the label. Copy: Click COPY to copy the shipment details SEND TO CUSTOMER: Click SEND TO CUSTOMER to send the shipment details to the client. Tracking Number: Click the number to view the tracking details of the shipment, which opens in a separate window. Shipping Label PDF: Click the PDF to view the label in PDF format.
Tracking	Displays the shipment details for each stage in shipping the parcel with a timestamp, location of the parcel, and status of delivery. Click Resend Email to send email again to the customer on the tracking of shipment.
CREATE SHIPMENT	This is shown only when the order status is “Submitted to Fulfilment”. See Create a Shipment.
GENERATE SHIPPING LABEL	Click this to generate shipping label. To view as a PDF, click the name of the PDF. Note: For more information, refer to Configuring Shipment Methods. You need to install Shippy Pro app from the Marketplace to view and print labels in orders. For information on Shipment Applications, refer to Activate and Configure Shipment Applications – Examples.

Create a Shipment

You can create a shipment for an order once the product is submitted for fulfilment.

To create a shipment,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
4. In the SHIPPING tab of the Order Details page, click CREATE SHIPMENT.
   
   The Create Shipment pop-up is displayed.
   
5. Enter the shipment details.
   The following table provides the field description for creating a shipment:

Field	Description
Shipment ID	Enter the shipment ID for the order.
Tracking URL	Enter the URL to track the order.
Shipping Date	Select the timestamp of shipping.
Weight in Kgs	Enter the weight in kilograms..
Upload Shipping Label	Browse to upload the shipping label. Note: Alternatively, you can drag and drop the images.

5. Click CREATE. The shipment details are created, and the order status is changed to SHIPPED.
   Note:
   • To view the tracking information, click VIEW.
   • To copy the tracking URL to the clipboard, click COPY.
   • To email the tracking information to the customer, click SEND TO CUSTOMER.
   • To view the tracking details of the shipment, click the number to open the details in a separate window.
   • To view the shipping label in a PDF format, click the Shipping Label.pdf

Generate Shipping Label

You can generate a shipping label once the order is shipped.

To generate a shipping label,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
4. In the SHIPPING tab of the Orders page, click GENERATE SHIPPING LABEL.

PAYMENT Tab

The PAYMENT tab displays the date, total, action, amount, status, method, and detail. You can process credit note, payment, and refund in this tab.

In the PAYMENT tab, you can:

• Create a Credit Note
• Process a Payment
• Refund

The following table provides the description for the fields in the PAYMENT tab of the Order Details page:

Field	Description
CREDIT NOTE	Click this to create a credit note. For more information, refer to Create a Credit Note.
PROCESS A PAYMENT	Click this to process a payment. For more information, refer to Process a Payment.
REFUND	Click this to create a credit note. For more information, refer to Refund.
Date of Payment Creation	Displays the timestamp of payment creation and modification.
Total	Displays the total amount of payment for the order.
Date of Payment	Displays the timestamp of payment.
Action	Displays the currency for the transaction.
Amount	Displays the amount of payment.
Status	Displays the refund status.
Method	Displays the mode of payment. For example, credit card.
Details	Displays the details of the payment card. For example, a card ending with 1117.

CART Tab

The CART tab displays the quantity, price, total, and status. This tab includes the option to view the cart details as a list using the List Mode.

The following table provides the description for the fields in the CART tab of the Order Details page:

Field	Description
Quantity	Displays the number of products in the cart.
Price	Displays the price, subtotal, tax, and total.
Status	Displays the status of the order. Note: You can change the next available status from the drop-down list if required. This option is not available in List Mode.
List Mode	Enable this to view the orders as a list.
Status	Displays the status of the cart item.

CUSTOMER Tab

The CUSTOMER tab displays the name, registered date, email address, ID, local store, phone, billing address. You can view the full customer detail using the SEE FULL CUSTOMER DETAIL button.

The following table provides the description for the fields in the CUSTOMER tab of the Order Details page:

Field	Description
Name	Displays the name of the customer.
Registered	Displays the date of registration.
Email Address	Displays the email ID of the customer.
ID	Displays the unique identifier number of the customer.
Local Store	Displays the details of a local store.
Phone	Displays the phone number of the customer.
Billing Address	Displays the billing address of the customer.
Shipping Address	Displays the shipping address of the customer.

View Full Customer Details

From the Order Details page, you can use the SEE FULL CUSTOMER DETAIL button to view the Customer’s complete information.

To view full customer details,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   The order details are displayed.
4. In the CUSTOMER tab, click the SEE FULL CUSTOMER DETAIL button. The customer details are displayed.
   

NOTES Tab

The NOTES tab displays the note with created time and date. You can add a note and share the message on the client account and notify about the note.

The following table provides the description for the fields in the NOTES tab of the Order Details page:

Field	Description
Add a Note	You can add a note and include attachments for the order. For more information, see add a note for an order.
Attachments	A list of attachments related to the order can be edited. Note: Click the Edit icon to view the attachments. Click the Delete icon to remove an attachment.
Share the message on the client account and notify	Select this checkbox to send messages to the client account. By default, this is deselected. Note: If the node “createdByBuyer” is set to ‘True’ in Notes API of the Order swagger, then the option to edit and delete the note will NOT be available for the merchant.
System Log	The email with order transaction details sent to the client are displayed in this section. To send the email again to the client, click RESEND EMAIL.

Add/Update a note for an Order

In the NOTES tab, you can add or update a note related to the order.

To add a note,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   The order details are displayed.
4. In the NOTES tab, enter the note in the Add a note text box.
   
5. Click Save. The note is added under the order.
   
   Note:
   You have the option to include special characters such as # and @, smileys, and attachment.
   To edit the notes, click the Edit icon.
   To delete the notes, click  the Delete icon.

DOCUMENTS Tab

The DOCUMENTS tab displays the files related to the order.

 You can view the files in the order of name or date.

Add Files to an Order

The images or documents related to the order can be uploaded in the .pdf, .xlsx, .docx, .jpg, and .png format files. You can upload one or more documents. At a time, you can bulk upload up to 5 files. However, you can upload any number of files if you are uploading one file at a time. The file size should not exceed the 20 MB limit.

To add a file,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
4. In the DOCUMENTS tab, click ADD FILE. The Attach a file pop-up is displayed.
   
5. Click ADD FILE to select files from the computer.
   Note: Alternatively, you can drag and drop file(s) to upload to the DOCUMENTS tab.        

5. Click SAVE. The image files or documents are added to the DOCUMENTS tab.

Sort Files by Name or Date

You can view the files in the order of name or date.

To sort the files,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
4. In the DOCUMENTS tab, select the sort option from the SORT BY drop-down list. For example, select Sort by Name A to Z.
   
   Note: The documents are sorted alphabetically in ascending order.
   The following table provides the description for the sort option:

   Sort By Option	Description
   Sort by Name A to Z	To sort the document name in ascending order.
   Sort by Name Z to A	To sort the document name in descending order.
   Sort by Date newest first	To sort the document based on the uploaded date. The recent documents appear in the beginning.
   Sort by Date older first	To sort the document based on the uploaded date. The older documents appear in the beginning.

RETURN Tab

This tab displays all the return details of a particular order. In the Simba console, in the RETURN tab, a merchant can:

• view the refund details
• process the refunds
• upload the return label

The refund process is initiated when a customer returns the item(s) and there is a difference between the revised order total amount and the initial payment. The refund is made to the original payment method of the order.

Process a Refund

Once you initiate a return for an order, the RETURN tab displays the PROCESS A REFUND button to process the payment. A merchant must initiate refund of amount for the orders returned by the customer.

To process a refund, in the RETURN tab, click PROCESS A REFUND.

Upload a Return Label

You can generate a return label for the orders returned.

To upload a return label,

1. In the RETURN tab, click UPLOAD RETURN LABEL.
   
   The Generate Return Label pop-up is displayed.
   

2. Click BROWSE to upload the label.
3. Click APPLY. The label is uploaded.

Update Status of an Order

You can update the order status in the Order Details page.

To update the order status,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   
4. Select the status from the Status drop-down list on the header.
   
   Note: You can change status using Change Status in the Cart tab.
5. Click Save.

Overflow Menu in Orders (Not in UI)

You can access the Overflow menu using the  ellipsis icon available at the top-right corner of the Order Details page.

Using the Overflow menu, you can:

• App actions capacities
• Pre-order to client cart
• Clone order
• Export order details
• Cancel order

App Actions Capacities

You can set app actions capacities in the Order Details page.

To set app actions capacities,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   
4. In the Order Detail page, click the  ellipsis icon on the top-right corner.
   
5. Select App actions capacities.

Pre-Order to Client Cart

You can set pre-order to the client cart in the Order Details page.

To set pre-order to client cart,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
4. 
5. In the Order Detail page, click the  ellipsis icon on the top-right corner.
   
6. Select Pre-order to client cart.

Clone Order

You can add similar orders using Clone Order. With Simba, it is easier to duplicate orders using the Clone Order function in the Overflow menu.

To clone order,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   
4. In the Order Detail page, click the  ellipsis icon on the top-right corner.
   
5. Select Clone order.

Export Order Details

You can export order details using the option to export in the Overflow menu of an order.

To export order details,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   
4. In the Order Detail page, click the  ellipsis icon on the top-right corner.
   
5. Select Export order details. The order details are exported.

Export Order Details

You can export order details using the option to export in the Overflow menu of an order.

To export order details,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
3. Click Export.
   
4. Select any one of the following options to download the order data:

• All Fields: To download all the fields of all the orders.
• Current Fields: To download ONLY the current fields selected in the VIEW For information on filtering fields, refer to Working with Presets.
  The order list is downloaded to an excel sheet file as follows:
  

Payment Tab Functions

In the PAYMENT tab, you can:

• Create a credit note
• Process a payment
• Process refund

Create a Credit Note

You can create a credit note for an order.

To create a credit note,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   The Order Details page is displayed.
   
4. In the PAYMENT tab, click CREDIT NOTE. The Create Credit Note pop-up is displayed.
5. Enter the amount for the credit note.
6. Click PROCEED. The Credit code confirmation dialog box is displayed.
   
7. Click VALIDATE. The credit note is created and sent to the client.

Process a Payment

On receipt of a cheque for the order, you can process the payment.

To process a payment,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   The Order Details page is displayed.
   
4. In the PAYMENT tab, click Process Payment. The Process a Payment pop-up is displayed.
5. Enter the cheque number for the order.
6. Enter the note for the payment.
7. Click PROCEED. The payment is processed.

Refund Without Return

You can process a refund for the order even when the product is not returned or loss of item in the order or item damaged in transit.

To process a refund without return,

1. Log in to the Simba Application with valid credentials provided to you.
2. Click Orders in the left navigation panel. The All Orders page is displayed.
   
   
3. In the All Orders page, click on an Order ID.
   Note: Alternatively, click the  More Details icon.
   The Order Details page is displayed.
   
4. In the PAYMENT tab, click REFUND. The Refund pop-up is displayed.
   
5. Enter the field details.
   The following table provides the field description for the REFUND pop-up:

   Field	Description
   Means of Payment	Select the Means of Payment from the drop-down list. For example, select credit card ending 1111.
   Amount	Enter the amount to refund.
   Note	Enter the note for the refund.
   Share the message on client account and notify	Select the checkbox to share the message on the client account and notify.

6. Click PROCEED. The amount is refunded to the initial method of payment.
   

Cancel an Order 

You can cancel an order within a certain period after placing the order. The cancel option appears until the configured duration as defined in the business process management (BPM) flow.

To cancel an order,

1. In the Order tab, search for the order using order ID.
2. Click on an order name. The overview of the order will be displayed.
   
3. Click the  More Details icon against the order with status Ready to Edit Order.
   Note: Alternatively, click on an Order ID to view the details.
   The overview of the order appears.
   
4. Select Cancel from the Overflow menu.
   
   The Cancel Order pop-up is displayed.
5. Enter the notes or reasons to cancel the order.
   
6. Click CANCEL ORDER. The confirmation dialog box is displayed.
   
7. Click CONFIRM. The Order is cancelled.
   

Return an Order

A CSR can return item(s) on behalf of a customer if the item is defective, the item doesn’t meet their expectations, bought/received the wrong item, etc. The item(s) can be returned at the order/item level.

To return an order,

1. In the Order tab, search for an order with Shipped status.
2. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
   The overview of the order will be displayed.
   
3. Select Return from the Overflow menu.
   
4. The Return Product page is displayed.
   
5. Select the product to return.
   Note: You can add charges to the item and include additional charges.
   The following table provides the steps to add charges:

Task	Action
Add Charge to Item	Click the + icon to add charge. The Charge Item pop-up is displayed. Enter the Charge Name and Charge Value.  Click ADD CHARGES.
Add Additional charges	Click ADD CHARGES to include additional charges. In the Additional Charges pop-up, enter the Additional charge name and charge value. Click ADD CHARGES.

4. Select the reason for the return from the drop-down list and enter the description.
   
5. Choose a Warehouse Address from the drop-down list to return the product.
   Note: The warehouse address included in the Store settings is displayed in the Return Product page. For more information, refer to Warehouse Address.
   
   Note: To generate a return label, click the GENERATE RETURN LABEL button. Browse to include the return label.

6. Select the payment method for return.

• Manual: If you want to select a payment method other than the original payment method used during the initial order.
• Automatic: If you want the payment to be completed through the original payment method used during the initial order.

7. Click INITIATE RETURN. A confirmation dialog box is displayed.
   
8. Click CONFIRM. The return is submitted.

Replace an Order

A CSR can replace item(s) with an identical or another item(s) on behalf of a customer if the item received by the customer is defective, damaged or for any other reasons. The item(s) can be replaced at the order/item level.

 To replace an order,

1. In the Order tab, search for the order using order ID.
2.  Click on an order name. The overview of the order will be displayed.
3. Click the  More Details icon.
   Note: Alternatively, click on an Order ID to view the details.
4. Select Replace from the Status drop-down list.
5. Click SAVE. The replace request for the order is submitted.

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Revision History

Published Dt.	Document Changes	Drafted By	Peer-Reviewed By	Reviewed & Approved By
2021-04-26	Initial draft	HM	JP	SS