Orders
When a customer places an order, SCAYLE automatically receives the information to reserve the included items. The delivery is initiated as soon as the customer 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.
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Order Overview page.
After clicking on the search button, the system will show you all orders received. The following information is displayed for every order:
| Column | Description |
|---|---|
| Order IDs | Each Order receives an individual ID. |
| Shop | Indicates in which shop an order was placed. |
| Name | The first and last name of the customer. |
| Account | Indicates the account type of the customer, e.g., guest. |
| Status | The status is split in shipping status and billing status — indicates if the order was shipped and a payment made. (See descriptions below under "Shipping & Billing Status") |
| City | The location where the order was shipped to. |
| Total | The total price of the order. |
| Payment Type | The used payment method for the order. |
Please refer to the section Search Orders if you want to learn more about filtering orders in the SCAYLE Panel.
Order Process Details
Order structure.
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. Since this happens in the background, the customer does not notice being redirected to a new page.
Checkout Stage
Once a customer has reached the checkout, he or she 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. After that, all order items are reserved temporarily. The customer can now 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 the 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 is informed by another email about 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 is only possible if all systems are linked together and seamlessly connected.
Shipping & Billing Status
| Shipping Status | Description |
|---|---|
| New | Order was created (i.e., the customer has entered the checkout) |
| Ordered | Order delegation was successful (i.e., the item was not out of stock) |
| Shipped | Order was shipped (i.e., Checkout received shipment notifications from the merchant) |
| Returned | Order was fully returned |
| Returned partially | Some items in the order were returned |
| Cancelled | Order was cancelled (either all items were out-of-stock, delegation failed completely, or the customer cancelled via the account area or customer support) |
| Not deliverable | The order could not be delivered. (This status is only set if there is an integration with the carrier tracking data. An order might be undeliverable if the customer was not at home to accept the package, rejects the package, or the carrier cannot find the shipping address.) |
| Partially delivered | Some items in the order could not be delivered |
| Billing Status | Description |
|---|---|
| Open | Order created (i.e., the customer has entered the checkout) |
| Payment Pending | PSP has confirmed successful payment authorization (also applies to instant capture) |
| Payment Reserved | PSP has reserved the payment amount at the time of purchase |
| Completed | Consumer has been invoiced |
| Payment cancelled | Payment reservation was voided (refunded for instant capture) |
| Refunded partially | Payment partially refunded |
| Refunded | Payment fully refunded |
Search for Orders
The orders overview page allows you to search for specific orders and view relevant information.
If you have access rights to multiple companies, you can search within one specific company by entering the prefix 0{CompanyID}-{OrderId}. The requested company will be automatically selected for the search.
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
Furthermore, there are advanced filters that you can access by clicking on 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 is not necessary to complete all input fields. 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 the respective order 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 clicking on the respective 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 there is also a green Start Communication button which allows agents to keep track of communication about orders. For details, see Start Communication.
Products and Delivery
You can find each product of the order listed individually 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.
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Order with 2 items
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.
| Color | Meaning |
|---|---|
| Green | The customer has not yet received any manual refunds. |
| Yellow | The customer has received more than one manual refund. |
| Red | The customer has received manual refunds for the last three orders OR the total value of refunds in the past twelve months exceeded one thousand euros. |
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:
- Select and order. Click on the Refund button (bottom right). A window will open to take you through the refund steps.
- Select a Refund Reason from the available menu options. Click Next.
- Select items to refund. Click Next.
- Adjust the amount, if necessary. (Whether the refund amount is editable will depend on the selected Refund Reason.)
- 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 is 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 additionally.
Track and Trace Function
Transmitting track and trace information to the SCAYLE Panel is possible if data exchange is enabled 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:
- Find the wrongly delivered product within the order's Positions tab.
- Click on Mark Item and mark the product as wrong delivery.
- 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.
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Order Notes
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.
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Request and response details under Overseer.
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.
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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:
- Channel: communication channel (phone, email, chat, social media, etc.)
- Topic: topic of the communication (shop, product, delivery, etc.)
- 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.
