Sales Orders (Detail)

• Summary
• Order Number
• Order Status
• Order Details
• Process Payments
• Status Management
• Invoice
• Existing Payments
• Customer Details
• Delivery Information
• Order Products
• Process Order Lines
• Discount Management
• Delivery Management
• Loyalty
• Apply Delivery
• Apply Discounts
• Balance
• Order Notes
• Audit History
• Quick Access Buttons
• FAQs

Summary

 The Sales Order Detail page displays all of the information relevant to the Sales Order, allows the user to process it, add notes, manage payments, etc.

Page Breakdown

This is one of the most complex pages within IXO Commerce. Below is a breakdown of the key sections.

Order Number Order Status Order Details Process Payments Status Management Invoice Existing Payments Customer Details Delivery Information Order Products Process Order Lines Discount Management Delivery Management Loyalty Apply Delivery Apply Discounts Balance Order Notes Audit History Quick Access Buttons

FAQs

Is it possible to cancel a payment, e.g. if a user has entered it incorrectly, or in error?

A Superuser can cancel a payment on the same day it was added to the system. See here for more information. 

Order Number

The Sales Order number is a sequential number. 

This is automated.

Order Status

The Order Status is set automatically based on a variety of things within the Sales Order.

These can be used to filter the list of Sales Orders.

A List of Statuses

These statuses have an impact on the function of the system. For example, it may be impossible to Pack or Despatch a Sales Order which is Payment Pending, or process a return for an Abandoned Sales Order.

Status	Purpose
Draft	This implies that an order is still being created or edited and is not yet active.
Payment Pending	This flags an outstanding balance on an order.
Unallocated	This flags that no stock has yet been allocated to the Sales Order   Unallocated orders may be auto-allocated, and will appear on the Required Orders screen
On Order	This will be set if at least on line on the Sales Order is allocated to an active Purchase Order
On Transfer	This will be set if at least on line on the Sales Order is allocated to an active Stock Transfer
Awaiting Packing	Set if all items are allocated to Stock Locations with free stock, which are also enabled for fulfilment
Awaiting Despatch	Set if all items are marked as Packed
Awaiting Collection	Set if all items are marked as Packed and the delivery type is 'Collect'
Partially Despatched	Set if at least one order line has been marked as Despatched
Partially Collected	Set if at least one order line has been marked as Collected
Completed	Set if all order lines have been marked as Despatched/Collected, and there is no outstanding payment   May be overridden by Awaiting Action
Awaiting Action	This will be set if there is a problem with the Sale Order   Some potential reasons include (but are not limited to):   Manual interaction Outstanding balance after delivery Integration problems It may be set and must be cleared manually
Refund Pending	Set if a refund needs to be paid to the customer
Returned	Set if all line items have been Returned
Partially Returned	Set if at least one line item has been Returned
Cancelled	Set if all lines have been Cancelled prior to delivery   Alternatively, set if an eCommerce customer clicks 'pay', and then actively choose to cancel within the payment gateway; in this instance, a cancelled payment will be logged against the Sales Order
Abandoned	An Abandoned Sales Order is created when the eCommerce customer clicks 'pay', but fails to complete payment within the payment gateway
Quote	Created by a User within IXO Commerce, typically within the POS

Occasionally it may be possible for a Sales Order to fall into multiple statuses (e.g. one order line is On Order and another is On Transfer); because each Sales Order can only have a single status, IXO Commerce will prioritise the most important.

Order Details

This section shows key information about the Sales Order, including:

Field	Purpose
Date/Time	Date and time the Sales Order was created
Order Type	Retail or Trade
VAT Type	How VAT should be applied to pricing (inclusive/exclusive)
Source	Sources include: {website} Phone Store  Retail/Trade Quote {marketplace} There could be multiple Stores and Marketplaces
Store	The selling store (if applicable)
Created by	The User who created the order (if applicable)
Campaign Code	Marketing campaign code; this may be set manually in the POS, or automatically from Google Ads campaigns for eCommerce Sales Orders
Mark as High Priority	Use this to prioritise this Sales Order in Stock Allocation from Purchase Orders
Mark as acknowledged	This will show whether a third party system has acknowledged the Sales Order; uncheck this to return the Sales Order to the feed   Only required for third party integrations
Order Margin	This displays the Sales Order margin (if known)

Process Payments

Use this section to add Payments to the Sales Order.

Available Payment Types will be visible here. 

If you need to finalise a PENDING payment, you will need to manage Existing Payments

How to Add a Payment

Different payment types may have different payment flows, up to and include virtual terminals

1. Select the payment that you wish to add, and click the relevant button

2. Confirm payment amount (defaults to full amount)

3. For the 'Manual' payment , choose a payment type from the drop down

4. Enter a reference if required (this will be automated for some payment types)

5. Click to acknowledge or confirm payment

Status Management

Status management may be used to adjust the status of a Sales Order. It's use is limited as most statuses are automated based on various factors. 

Possible Actions

Field	Purpose
Convert to Order	This will change the status of the Sales Order to Payment Pending   It is possible to use this to create a Sales Order without any payment   This button will only appear on Sales Orders with the Draft and Quote statuses
Convert to Quote	This will change the status of the Sales Order to Quote   This will created a quote reference, but will not automatically email the customer with the Retrieve a Quote email; to send this, use the Quick Access Buttons   This button will only appear on Sales Orders with the Draft and Abandoned statuses
Flag for Action	This will change the order status to Awaiting Action   This button is always visible

Invoice

The invoice section allows you to review paperwork for the Sales Order.

If the document has previously been downloaded, it will be labelled as such

Although on Sales Orders with the status Quote, this will read 'Quote Pending', the document is almost identical

Existing Payments

A list of existing payments will be shown here, along with any relevant information, including date/timestamps, payment methods and references.

PENDING Payments

Certain payment types (Finance and Other by default) require secondary confirmation; this is because it is expected that although the order is 'paid', further action will be required to complete that payment. This is intended as a flag for manual action outside of IXO Commerce, such as cooling of a finance agreement.

For the purposes of order processing, a Sales Order with a PENDING payment is considered to be paid.

Once the Sales Order has been delivered, its status will be set to Awaiting Action, and a message will be shown:

Use the controls to confirm or cancel finance; this will automatically reset the status.

Refunds

It may be possible to refund payments for certain payment types; this function is available for eCommerce payments processed via the Opayo Pi integration, for example.

Cancelling Payments

This should only be done to correct errors

Payments may be cancelled by superusers, but only on the same day that they were added. They may not be cancelled at a later date, as this would affect payment reporting, and may enable malicious activity.

In order to cancel a payment, the user must have superuser access rights, and the payment must either be a 'Manual' or 'Cash' payment. To cancel the payment, simply press the relevant button:

This will then alter the Sales Order:

The user is then free to add further payments as required. 

Cancelled payments are discounted from all payment reporting

Customer Details

This section can be used to amend the customer details. Some details can only be edited as part of the Customer record.

Click on the customer name hyperlink to open the Customer record

Delivery Information

Edit delivery information here.

Same as billing

This will copy the billing address to the delivery address.

Collection Store

If the delivery type 'collect' has been selected for this order, you can select a Ccollection Store from the list. 

A Store must be enabled for collection to appear in this list

Order Products

This section will show a list of Order Products, which are separated into individual Sales Order Lines.

Product Types

Different products will display differently, with different information. 

Standard Products

These are products without Customisations. 

Field	Purpose
Code	This is the SKU code of the Variant purchased
Name	This is the name of the Product purchased
Unit Price	This is the price of the Product purchased   This will show additional detail if order level discounts have been applied, but not if a special offer price is active on the Variant sold
Quantity	The quantity of the Variant purchased by the Customer

Made to Order Products

These are products with Customisations. 

Field	Purpose
Code	This is the SKU code of the Variant purchased
Name	This is the name of the Product purchased   Customisations selected by the Customer are detailed below; these are shown in alphabetical order with additional custom options appended below the ones applied on the Customisation tab
Unit Price	This is the price of the Product purchased   This will show additional detail if order level discounts have been applied, but not if a special offer price is active on the Variant sold
Quantity	The quantity of the Variant purchased by the Customer

Bundle

These are products set up as Bundles.

The contents of a Bundle are displayed below the parent Bundle product; for these, the price and quantity will be greyed out and locked. The prices are for reporting purposes only, designed to show an indicative value assigned to the Bundle components. The quantities are used for fulfilment and stock reservation, as each component may be processed individually.

Field	Purpose
Code	This is the SKU code of the Variant purchased
Name	This is the name of the Product purchased
Unit Price	This is the price of the Product purchased   This will show additional detail if order level discounts have been applied, but not if a special offer price is active on the Variant sold
Quantity	The quantity of the Variant purchased by the Customer

Addons

These are shown below linked Sales Order Lines.

Addons will be displayed on linked items, as well as on their own line; this is to clearly show which Sales Order Lines are linked to which Addons.

Field	Purpose
Code	This is the SKU code of the Addonpurchased
Name	This is the name of the Addon purchased
Unit Price	This is the price of the Addon purchased   This will show additional detail if order level discounts have been applied, but not if a special offer price is active on the Variant sold
Quantity	The quantity of the Addon will always be '1'

Voucher

Vouchers are automatically despatched when the order is paid in full.

Field	Purpose
Code	This is the SKU code of the Variant purchased
Name	This is the name of the Product purchased
Unit Price	This is the price of the Voucher, either as per the Variant selected, or as per a customer amount for this Sales Order   Additional information will also show on the Sales Order Line:   date sent recipient email address voucher code balance remaining
Quantity	The quantity of the Variant purchased by the Customer

Booking

Field	Purpose
Code	This is the SKU code of the Variant purchased
Name	This is the name of the Product purchased
Unit Price	This is the price of the Variant purchased   Additional information will also show on the Sales Order Line:   date of booking time of booking This will show additional detail if order level discounts have been applied, but not if a special offer price is active on the Variant sold
Quantity	The quantity of the Variant purchased by the Customer

Other Actions

Adding a new line item

You can either search for an existing product or add a custom product to a Sales Order

Existing Product

Search for an existing Product by Name or by Code; you will then be able to make your selection from a list.

Unavailable Unique Stock Records will be displayed greyed out, with a strikethrough. This is to assist reordering.

Custom Product

Simply enter a custom SKU Code which doesn't match anything within your product database. Then add a name and price as required.

Changing quantity ordered

It is only possible to amend the quantity on a Sales Order Line on the day that it was added to the Sales Order. This is to preserve the integrity of reporting. 

Removing VAT

Use the tick box to remove VAT from a product.

A VAT Exemption Form may be added from the Quick Access Buttons

Delete Cancelled Lines

Pressing this button will remove cancelled lines from the Sales Order and all associated paperwork. 

These Sales Order Lines are not deleted from the system, and are retained for reporting purposes. 

Change/Choose Addons

Use this button to change/choose Addons.

Create RMA

Use this option to create an RMA (return merchandise authorisation) to formally process a return.

Process Order Lines

This section is used to manage Sales Order Lines. Actions taken here will affect the Order Status.

Actions

Field	Purpose
Cancel	Tick this to cancel the Sales Order Line; you will then be prompted or additional information   Quantity to return If you partially cancel a line, this will split the line into two   This will only be possible prior to the item being delivered   Cancelling all or part of a line will also remove all associated discounts applied at line level; sales order level discounts will not be deleted
Transfer	Initiate a Transfer   This will allow you to initiate a Transfer from the allocated Store and Location to one of your choosing   This will only display if the allocated Store has 'Enable for web sales fulfilment?' set to 'no'
Order	Create a back to back Purchase Order for this Sales Order line   Ticking this will create a new Purchase Order Line, either as part of an existing Purchase Order, or as a new Purchase Order, depending on whether you have set the Supplier to 'collate purchase orders'   This will only display if the Product is linked to a Supplier enabled for Purchase Orders
Dropship	Create a drop ship Purchase Order for this Sales Order line   Ticking this will create a new Purchase Order for delivery to the Customer's delivery address   This will only display if the Product is linked to a Supplier enabled for Dropship AND the Sales Order has Delivery applied
Packed	Tick this to pack the Sales Order Line   You will be prompted to confirm the quantity to pack
Despatch	Tick this to despatch the Sales Order Line   You will be prompted to confirm the quantity to despatch; this will default to the number of items which have been packed   If you partially despatch a line, this will split the line into two
Return	Tick this to return the Sales Order Line; you will then be prompted or additional information   Quantity to return Return reason Location (to which the items should be returned; this will default to the default return location for the Store from which you are currently working) Flag if an exchange is required Create a Supplier Return This will only be possible after the item has been delivered   If you partially return a line, this will split the line into two
Delivery Date	This will show the requested delivery date, if there is one   This will be overwritten by the actual delivery date for the Sales Order Line once it is marked as despatched
Expected Goods In Date	This will show below the requested delivery date   This will only show if the Sales Order Line is allocated to a Purchase Order
Tracking	Use this to record line specific tracking information   This will be sent to the customer   For order level tracking information, use the Delivery Management section

Discount Management

Promotions and manual discounts are displayed and can be managed in this section. 

Discounts will be displayed here only if they have been applied

Promotions which are live for all customers, e.g. unconditionally, can not be removed.

Delivery Management

Use this to add delivery details to a Sales Order

Field	Purpose
Book Delivery	This will open a pop up to Schedule the Sales Order for delivery   See Scheduling for more information
Requested Delivery Date	Input a requested delivery date This is set at a Sales Order level here, but can also be edited per Sales Order Line
Apply delivery date to all items	Tick to show the requested delivery date against individual Sales Order Lines
Courier(s)	Enter couriers used for the Sales Order   This will be sent to the customer   This may be auto-filled by certain integrations
Additional Tracking Detail	Enter tracking numbers used for the Sales Order   This will be sent to the customer   This may be auto-filled by certain integrations
Delivery Instructions	Use this to amend Delivery Instructions   These will be output on Sales Order Invoices and Delivery Notes

FAQs

How do the different delivery dates, estimated dates and estimated arrival dates combine on a Sales Order?

The estimated delivery date within the Delivery Management section is an estimate at Sales Order level. It is based on the lead time of the items, and will automatically update as linked Purchase Orders are managed. 

It will always show the date that is furthest away.

Loyalty

This section displays the loyalty points accrued by the customer, their monetary worth, and invites the user to apply that balance to the current Sales Order.

Apply Delivery

Use the controls in this section to add or change the delivery type associated with a Sales Order.

If a delivery type has been added, you will need to configure a delivery address within the Delivery Information section

If you select 'Collect' you will also need to select a Collection location (this is visible within the Delivery Information section)

Apply Discounts

Use this button to add a new manual discount to a Sales order.

Promo Code

Enter a valid promo code to apply the relevant discount.

Custom Discount

Field	Purpose
Reason	Select a reason from the list   This is reported on in the Discount Report   The list is controllable via Site Settings
Apply to	Choose from:   Any single line item The whole Sales Order (this will include Addons, but exclude Delivery) Delivery
Discount Mode	Choose from:   by amount (discount by a fixed amount) by percentage (discount by a percentage set value to amount (set the value of the item to £XXX)
Value	Enter the value for the corresponding Discount Mode, e.g. 12% or £100
Auth	Enter an Authorisation Pin to approve the Custom Discount   Only Superusers will have an Authorisation Pin   Controllable via Update Users

Balance

This will show a complete breakdown of the Sales Order VAT content, with additional detail on the total amount paid, as well as any Payment Discrepancy.

Order Notes

A user may add notes to a Sales Order here. 

Use the controls to add a note or a task.

Email to customer

If toggled, this will email the note to the customer, along with any attachments.

Audit History

The audit history shows a log of all actions taken on a Sales Order, along with a timestamp and who took the action. 

Quick Access Buttons

Found at the bottom of the page, these buttons allow you to take various quick actions regarding the order:

Button	Purpose
Print all warehouse labels	Print Warehouse labels for Sales Order Lines   This may print many labels, as it will print one for each unit required to fulfil the Sales Order
(Re)Send order email	Sends the Sales Order confirmation email
(Re)Send quote email	Sends the Quote email
(Re)Send email receipt	Sends an email receipt for Store orders   If no email has been entered against the customer, an input box will display here
(Re)Send despatch email	Sends despatch notification
Create VAT Exemption Form	Use this to create a VAT Exemption Form for the Sales Order   Will only show if VAT has been removed from a Sales Order Line
(Re)Send Collection Email	This will send the customer an email telling them that their order is ready to collection   This will change the status of the Sales Order to Awaiting Collection

FAQs

How can I find the profit margin on a Sales Order?

Look in the Order Details section of the Sales Order screen.

How can I add a payment to my Sales Order?

Use the Process Payments section of the Sales Order screen.

Can I edit the quantity on a Sales Order Line?

Yes, but only on the date that line was added to the Sales Order; this is an important restriction to prevent reporting errors.

To change the quantity, either Cancel the line, or add a new one for the same item. 

Why can I remove the VAT on a Sales Order Line?

This is intended for use with Products that are not typically VAT exempt, but where a user may wish to remove the VAT on behalf of the customer. 

Typically, this would be for mobility products, such as riser/recliner chairs, for customers with a disability. 

Use the Order Products section to remove VAT from a Sales Order Line.

See also VAT Exemption Forms.

What does 'Stock allocation to resolve' mean?

This indicates that a Sales Order Line has been overallocated. See Stock Allocation for more information.