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Lesson 7 – Part 5 – Managing Order Fulfillment

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Shopp Orders View

Obviously, the transaction went fine, right? There’s really not any difficulty in configuring the transaction to work properly as long as you’ve got your authorize.net login id and your transaction key here. If you’ve got both of those things correctly entered in then the authorize.net transaction should go very smoothly.

However, Shopp gives us some very powerful tools to help with the rest of the process. We have figured out how to display our products in Shopp and we have a system for choosing options, for adding them to cart, for collecting money and lots of shopping carts stop there but Shopp does not stop there. Shopp gives you the opportunity to manage order fulfillment and that starts off in the Orders view.

Now what we have are 3 different transactions, the one I did this afternoon and the two that people have watched me do and this is the order view. This shows all of the transactions that anybody will have and will continue to accumulate, right? I mean, after you’ve got 1000 transactions, you’ll be able to see 1000 transactions here on the screen. At any rate, you’ll be able to paginate or page through 1000 transactions.

When you have 1000 transactions, one of the tools that Shopp gives you is order status. You can use these links across the top here as a means of looking at specific orders. For example, you can look at just the pending orders by clicking on pending or you can look at the back orders which there aren’t any. You can also look at the shipped orders in Shopp which are what I set up this afternoon for us to look at.

Order Status Labels

These order statuses come from our original settings. Remember when we originally began setting up Shopp, we created these order status labels. What happens is that the moving from one thing to the next is not automatic. These order status labels are there specifically for manual order fulfillment. What happens is every transaction automatically goes into pending at the very beginning.

Let’s just say that an order was partially back ordered then you can specify that it was partially shipped or that it was fully shipped. We do that by looking at the order itself and you get to the order by clicking on the customer. That’s a little less than clear but when you click on the customer, what you bring up is the order display.

This is the order that I made this afternoon when I was messing around with it and I bought the one book with this price and this total. It figured all that stuff out then it collected customer information like my billing address and my shipping address. Notice here where it says “No Marketing”, the other one will show marketing here in just a moment.

It gives us this little bit of customer contact information. Then we can see the payment method and fortunately, you don’t actually have the credit card information, right? Authorize.net has kept all of that information so your customers can be safe in knowing that you don’t have access to their credit card information. It shows the shipping method.

Keeping Track of Order Statuses

Now, we come down here to this status and this is where you can deal with order fulfillment. For example, I moved it to shipped. We could say completed and if we wanted to send a message to our customer to say, “Hey by the way, this order is completed.” Once we hit update, that’s going to change the project status from shipped to completed and it will also send me an email. We come back over here and look at my emails. Here it is, order updated. “Hey by the way, the order is completed.” Again, it gives all the rest of the order information.

This is a very slick way for you to keep track or to provide information to the client as you’re working your way through this. For example, we’ll look at one of our pending orders and let’s click on Bob. Okay, we’ve partially shipped this so we’re going to send a note to Bob saying, “Bob, we shipped the first part of this order.”

Then we could write a note to our self here saying, “Sent Bob an email on 1/30/2012 about partial shipment.” You can update the status and you can save the note. Actually, it saved the note already. It sent out an email. It has put a note in here and it’s sitting under partially shipped. What this does is this gives you a good running ability to keep track of where your various orders are in the process and this could be a reason for adding more order statuses to that list.

I’m going to unmute your microphone again, Lanny. Does Helen have any questions about this?

Helen:  No. I think it’s very close to what I’ve been using but I don’t partially ship. That doesn’t mean it won’t come in handy later. I usually go straight from order to completed when I ship out because it’s all done in one day.

Rick:  Well sure, and you can get rid of these other options if you don’t find them useful and pending is the order came in and completed is it was shipped.

Helen:  Yeah.

Lanny:  What about downloads? How does that handle that?

Rick:  Well, the download is automatic. They are sent a download link with their confirmation email.

Lanny:  Right.

Rick:  And the order is still going to be pending until you say it’s completed because these are artificial.

Lanny:  I see.

Rick:  We’ve created these. The transaction’s automatically placed in the very first one you choose.

Helen:  Is that the same whenever it’s just downloads as well?

Rick:  Yeah. If it’s just a download, it’s still going to go into pending.

Helen:  But you have the card, is it charged immediately or do I have to process card?

Rick:  You don’t have to process the card at all. This pending doesn’t really have anything to do with the card. This pending is something that we created for the first status.

Helen:  Okay so whenever they do a download and it’s automatic, does that show up in authorize.net at some point?

Rick:  I’m not sure what you mean by that. Authorize.net  doesn’t know anything about order fulfillment, at least, I don’t think they do.

Helen:  But I still have to process the money through authorize.net.

Rick:  Doesn’t that happen automatically?

Helen:  Oh no, not on products, it doesn’t.

Rick:  I think what’s going to happen here is it’s going to be automatic.

Helen:  That would be interesting to see, to make sure.

Rick:  Right now, you have to intervene and do something in authorize.net in order for them to process the actual transaction?

Helen:  Yeah because the downloads that we have right now are going through eJunkie and Google Checkout.

Rick:  Right.

Helen:  Not through authorize.net. So my question is does authorize.net going to understand this is an immediate payment versus a ship and collect payment?

Rick:  Yes. Do you withhold the transaction until after you’ve shipped? Is that how you do it?

Helen:  That’s how it’s set up right now on our other site. The downloads are done separately right now so they can put it in the same cart together, that’s why I’m wondering how that works.

Rick:  Does your other cart interface with authorize.net?

Helen:  The regular products do. If they agree that that credit card is good, they hold the funds against the card so that people can’t use the funds. Then I have to go in and ask for the funds.

Rick:  Okay well that’s probably going to be the same here, that if you have to ask for the funds for the physical products, you’re going to have to ask for the funds for the download products too. You’re not going to know whether or not the customer downloaded the product or not. I don’t even think you’d care, right?

Helen:  Well, with what we have right now, they have 5 tries within a certain period of time and we can see that. So I’m anxious to see how it works on this one.

Rick:  This is going to be invisible. This isn’t going to tell you how many times they’ve tried it. This is going to tell you that they made the purchase and that’s it. They made the purchase, they were sent the download link and it’s up to them to download it.

We specify an expiration for the download link and once that expiration expires, the link’s not going to do them any good and they may have to send you an email asking you to give them a new link if something happens. That part of the transaction happens in the background so authorize.net’s not going to know anything about it at all. If they don’t give you the money until you ask them for it then that’s going to be the same way with this.

Helen:  I see. Okay.

Rick:  I don’t have an authorize.net account so I’m not familiar with that. With PayPal, it automatically takes the money right then and there, whether you’ve fulfilled the order or not.

Helen: Well maybe authorize.net takes the money but doesn’t put it into our account until we tell them to. Maybe that’s how they work it.

Rick:  Yeah.

Helen:  And I just have to ask for them to move it over.

Rick:  Sounds like a lot of work.

Helen:  Well, I have to make sure I get my money.

Rick:  Absolutely. I’m just surprised that they don’t just automatically give you the money. I’m surprised that they make you take another step before they disperse the funds.

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