Track & Trace

When a customer places an order, SCAYLE automatically receives information to reserve the included items. Delivery is initiated as soon as the customer's payment is completed and confirmed by the connected payment provider.

Orders are part of the Customer Panel. You can access the overview here: Add-ons > Customer Panel > Customer Service > Orders.

The Orders overview page contains several input fields, followed by the most recently searched orders.

After selecting the search button, the system will show you all orders received. The following information is displayed for every order:

Refer to the section Search Orders to learn more about filtering orders in the SCAYLE Panel.

Order Process Details

Although many order management processes are handled in the core part of SCAYLE, the actual order processing must be done by another system, such as SCAYLE Checkout or a comparable service. Within the SCAYLE ecosystem, orders can only be processed smoothly if there is a secure and stable connection to the Checkout. Since the workflow from order creation to order processing is highly complex and requires various stages, it's worth taking a closer look at the order lifecycle.

The order lifecycle can be split into three stages:

• Customer-action stage
• Checkout stage
• Payment stage

Customer-Action Stage

The first stage describes various actions triggered by the customer in the front end. The customer accesses the shop, places one or more products in the basket, and looks at them there. As soon as an order is confirmed, the customer is automatically transferred to the checkout page. From a technical point of view, this is the moment order processing is transferred from SCAYLE to Checkout. As this process happens in the background, the customer will not notice being redirected to a new page.

Checkout Stage

Once a customer has reached the checkout, they must either create a new account or log in. Afterward, the customer can specify the shipping address and place of delivery, and select a payment method. All order items are reserved temporarily. The customer can then enter a voucher and check if the order is correct and complete. As soon as the customer confirms that all information entered is correct, the order is sent and the customer is redirected to an external page to complete the payment.

Payment Stage

After payment has been approved by an external payment service provider, the order is confirmed and transferred to the warehouse. The customer is automatically redirected to the order confirmation page and also receives a confirmation email at the same time. As soon as the order has been sent, the customer receives another email with delivery status and tracking ID. Checkout will complete the job at this point and return the customer and order to SCAYLE. The invoice for the order is also sent to the customer by email. The process described above illustrates that order processing requires many individual steps not visible to the customer. A smooth order handling process is only possible if all systems are linked together and seamlessly connected.

Shipping & Billing Status

Search for Orders

The orders overview page allows you to search for specific orders and view relevant information.

When working with different companies, you first need to select the current company on the top left of the sidebar. Now, you can apply the orders filter by entering some basic information in the provided input fields.

The following order details are available for a direct search on the overview page:

• Customer name (first and/or last name)
• Customer email
• Order ID
• External order ID (e.g., orders placed before being integrated into SCAYLE)
• Shipping status
• Billing status
• Shop

There are also advanced filters that you can access by selecting the filter icon in the upper left corner of the overview. Examples of advanced search criteria are Return Key, Merchant, or Payment Transaction ID.

It's not necessary to fill out every field. However, the more information you enter, the more accurate the search results will be. Orders older than 100 days are marked with an orange label.

Order Details

If you need specific information on a particular order, you can easily find it using the search function. You can then view all needed information of individual orders on the order details page.

Access the order details page by selecting an order. A new window will open that contains all relevant information.

• Order Details includes relevant customer details, order status, payment status, and the selected payment method.
• Additional info shows the shop where the order was placed, whether a voucher was redeemed, the creation date, and the order value.
• Shipping address and Billing address are also indicated for the order.

In the top right of the page you will find a green Start Communication button, which allows agents to keep track of communications around orders.

Products and Delivery

You can find each individual product in the order listed in the Positions area. Here, you will find relevant information such as product number, color, and unit price for each product.

The following example shows an order with two items: a blouse and a dress. Each item has its own shipping status. In the example, both items have the status Ordered. The system will update the status to Shipped as soon as the items are shipped. You can enlarge the product image by clicking on it.

Status History

Within the Positions area you will find the button Status History that will open the order history for individual items. Click on the button to see the current delivery and billing status.

Delivery status options include New, Shipped, Cancelled, and Returned (only displayed for orders that had the status Shipped before). The billing status can be set to Open, Completed, or Refunded. You can access the same information from the History tab.

The page will automatically refresh whenever the delivery or payment status changes.

Manual Refund

If a product is damaged or a package is lost, you can trigger a manual refund. The system shows you immediately whether a customer is eligible for a refund, or has been blocked due to too many refunds. The status display has three colors.

The values for the color "red" can be defined individually. By default, customers with a red indicator are blocked for manual refunds. However, employees can be granted special permissions to remove the blocked status and trigger the refund if needed.

To trigger a refund:

1. Select and order. Click on the Refund button (bottom right). A window will open to take you through the refund steps.
2. Select a Refund Reason from the available menu options. Click Next.
3. Select items to refund. Click Next.
4. Adjust the amount, if necessary. (Whether the refund amount is editable will depend on the selected Refund Reason.)
5. Click Refund to confirm the refund. The system will automatically create a corresponding note and initiate the refund through the Checkout.

Other Order Detail Options

Documents

The Documents tab provides you with various documents, such as invoices. You can open, download, or have documents sent to you by email.

Order Updates

It's currently not possible to edit orders in the SCAYLE Panel. This feature is part of CUSTOMER CARE, a separate product in SCAYLE for customer service staff that must be purchased separately.

Track and Trace Function

Transmitting track and trace information to the SCAYLE Panel is possible if data exchange is enabled. This is done by connecting the corresponding logistics partner via API. Once the track and trace function is activated, shipping status information — including tracking ID and delivery time — can be viewed on the order overview page.

Wrong Delivery

If a product was wrongly delivered, you can mark it as a wrong delivery and then request a refund as follows:

1. Find the wrongly delivered product within the order's Positions tab.
2. Click on Mark Item and mark the product as wrong delivery.
3. Select the product by clicking on the product header and initiate the refund.

Order Notes

Notes are a good way of providing additional information and assigning tasks to individual orders. You can either create each note from scratch for every order or use a template.

When you click on the tab Notes, you can view all notes attached to an order in the system.

Create New Notes

If you want to create a new order note, use Click to Create a New Note in the field below New Note. Add a title and description and choose a status in the next step:

• Resolved
• Open
• Waiting for feedback
• In progress

You can assign the note to a user role for editing. You can also add a special topic or attachments. If you attach a PDF to a note, it will be automatically displayed in the order view's Documents tab.

Notes with a special urgency can be highlighted with a warning tag indicated by a red frame.

After creating a note, you have several options to edit it. Hover the mouse over the note and click on the three-point menu to view the options:

• Leave a comment about an update
• Assign the note to a staff member
• Enable or disable the warning tag
• Change the note's status
• Delete the note

Create Notes from a Template

If you prefer to use a note template, click the button on the right and select the appropriate template. When you choose a template, headline and description are filled out automatically. You can then proceed to edit the note.

Filter

On the right side, you will find filter options that allow you to search for notes by the following criteria:

• Notes: within the current order, all notes, customer notes, or order notes
• Type: all, manual notes, automatic notes, or warning
• Status: all, open, waiting for feedback, in progress, or resolved
• Topic: e.g., communication, account blocked, or return declined

Overseer

If you have the necessary user rights, you will see "Overseer" at the very bottom of the order page in the tab History. Click on Overseer Show and a detailed order history will open.

In this area, you can view each technical step involved in the ordering process. Click on an order status, and a pop-up will open with all details for your request or the corresponding response.

Start Communication

The Start Communication feature allows you to keep track of communication related to specific customers and orders.

On both the customer and order details pages, a green Start Communication button is visible in the top right. Upon beginning communication (though phone, email, chat, etc.) you click this button and it changes to a red End Communication button.

Finish Communication

When the communication session is complete, click End Communication to initiate a three step Finish Communication process where you select information about:

1. Channel: communication channel (phone, email, chat, social media, etc.)
2. Topic: topic of the communication (shop, product, delivery, etc.)
3. Select Result: result of the communication (resolved, aftercare, forwarding, or training)

After selecting a result, click Complete to save the information and return to the details page. The saved information about the communication will appear in the Notes tab under the corresponding order or customer.