Managing eCommerce Orders/Invoices

Be sure to review our overview of eCommerce Setup guides: Introduction to eCommerce

Any payment created in the platform will have a corresponding order. Orders are made for both simple Product purchases and subscription Product purchases. It's also possible to create manual orders for offline payments. 

This guide will explain how orders are generated, the information they contain, and how they can be edited.

In this article

How Orders Are Generated

There are two types of orders: automated and manual. Let's take a look at what separates them.

Automated Orders

Automated orders are triggered by events on the platform. Users going through the course catalog checkout process and completing a payment, or a subscription payment processed at set intervals.

Manual Orders

For more information on manual orders, please visit our Manually Creating an Order Invoice guide.

Manual orders are generally available for accounting purposes. It's possible to create an order yourself to reflect an offline agreement made with a customer. Including manual orders will help you keep a complete record of all payments for more accurate reporting.

Understanding the Structure of an Order

For more information on Products, please visit our Using Products to Offer Course Enrollment to External Users guide.

For more information on the checkout process, please visit our Navigating the Checkout Process guide,

An order is placed when someone places one or more Products in their shopping cart, completes the checkout process, and makes a payment. This process is necessary for simple Products, subscription Products, and even free Products, minus the payment step. 

Say a user places an order to purchase a Product that contains four Courses. The user will gain access to all four Courses associated with that Product. If the Product is subscription based, and more Courses are added to the Product later, the user will gain access to those Courses as well. 

Subscription orders will have an initial parent order placed by the user, and then continue with renewal orders processed at set intervals. 

An order will contain the following information:

  • Date
  • Customer Name
  • Billing Address
  • Order Status
  • Inventory of items
  • Order Notes

Understanding Order Statuses

An order can have one of the following statuses:

Completed

The payment was processed successfully.

Failed

The payment was not processed successfully.

Payment Pending

A status of Pending Payment is meant to be temporary. A new order will display as Pending Payment just before it is processed, where it will change to either Completed or Failed.

In a rare instance where an order remains in Pending Payment, there may have been an issue between the time when the order was created and when it reached the payment processor.

Cancelled 

To cancel an order, it needs to be manually changed to Cancelled status. This can be done on the Edit Order page.

Refunded

Note

Automated order refunds are on our product roadmap, and will be available soon.

A refunded order must also have its status manually changed to Refunded. This can be done on the Edit Order page.

Automated Order Emails

For more information on automated emails, please visit our Automated eCommerce Emails guide.

There are several automated emails that are triggered in response to orders being placed.

Order Notes

Order Notes can be found on the Edit Order page. Automated notes about each payment processing attempt will be kept here. 

You also have the option of manually adding a note about the order. Manual notes can be public or private. A public note will be visible to the user.

Invoices

A viewable and printable invoice is created for each order processed. The invoice will update with any changes you make on the Edit Orders page.

Each invoice will contain:

  • Company name and company address taken from eCommerce > Settings
  • Company logo taken from Branding > Logos & Colors
  • User name and billing address taken from the user's profile
  • Invoice number, date, and status taken from the order
  • Inventory of products purchased, quantity, and price taken from the order

Student Experience of Orders

Students will have access to their order history in the dashboard in the My Orders section.

Students can view all of their orders in one place. 

They can also use View Details to view a copy of their invoice, and Download Invoice to save them as a PDF.

Orders Reports

For more information on reporting, please visit our Pulling Revenue and Order Reports guide.

1

Reporting for orders can be found in the dashboard at Reports > eCommerce > Export Orders.

2

The Export Order report can be filtered by the following fields: Date Range, Status, Customer Name, Products, and Coupons Used.

3

When completed, the order will export as a .xlsx file.

Next Steps

Up next, you'll want to review our guides on manually creating orders, managing subscriptions, and setting up the automated eCommerce emails you can send out.