Occasionalmente, ti può capitare di dover aggiustare l'importo pagato da un cliente per la sua gentile richiesta. Alcuni scenari comuni sono:
Richieste contenenti prodotti con peso variabile non noto al momento della richiesta (come carne o grandi ortaggi, con prezzo al kg ma venduti al pezzo intero)
Prodotto richiesto non consegnato dal produttore.
Richiesta da parte del cliente di aggiunte di prodotti dopo l'avvenuto pagamento.
Uno o più prodotti di qualità inferiore alle aspettative per cui desideri procedere ad un rimborso.
Generalmente si possono verificare due casi:
Al cliente è richiesto il pagamento alla consegna e dunque non si effettuano pagamenti in anticipo. In questo caso, puoi correggere la gentile richiesta, reinviare la mail di conferma e richiedere il pagamento corretto il giorno della consegna.
Il pagamento avviene al momento della conferma della richiesta (Stripe, PayPal..). In questo caso ci sono tre opzioni:
Il saldo è in CREDITO (tu devi un importo al cliente) e desideri rimborsarlo.
Il saldo è in CREDITO e desideri che il cliente possa utilizzare il suo credito per i suoi acquisti futuri.
Il saldo è in DEBITO (il cliente ti deve un importo)
Se il cliente ha effettuato il pagamento sul tuo account business di Stripe, puoi ettuare un rimborso parziale o totale dall'interfaccia amministrativa di OFN.
Assicurati che la richiesta che desideri rimborsare sia contrassegnata come 'PAGATA':
Correggi la richiesta come da necessità (leggi qui per come modificare una gentile richiesta, oppure approfondisci la gestione tabellare delle richieste per i casi di mancanza di prodotti o di prodotti dal prezzo indefinito nel momento della richiesta).
Ti comparirà quindi un CREDITO nella richiesta modificata. Clicca sulla spunta a destra per effettuare il rimborso via Stripe:
Il rimborso sarà registrato sul tuo account business di Stripe:
I rimborsi impiegano dai 5 ai 10 giorni per apparire nell'account del cliente.
Le tariffe applicate da Stripe (1.4% - 2.9% + 0,20€ per transaction) non ti vengono rimborsate: sono calcolate in base all'importo originariamente pagato. Potrebbe dunque essere più vantaggioso offrire al cliente un credito per le sue future gentili richieste piuttosto che effettuare un rimborso.
Se una richiesta è stata completamente cancellata, puoi effettuare un rimborso totale (se il cliente ha pagato via Stripe): Modifica la richiesta --> Pagamenti. Seleziona la croce a destra della tabella:
Rimborsi parziali o totali automatici per pagamenti via PayPal non sono al momento supportati da OFN. Dovrai accedere al tuo account business di PayPal ed effettuare il rimborso da lì. Questa è una funzionalità che speriamo di sviluppare in futuro.
Un cliente ha pagato per i propri acquisti con un bonifico o qualsiasi altro metodo non automatizzato (qualsiasi altro metodo eccetto Stripe o PayPal) ed hai già registrato il pagamento. Successivamente è necessario modificare la sua gentile richiesta (un prodotto non è disponibile o è danneggiato). Dopo aver modificato la richiesta, la differenza tra l'importo pagato e l'importo dovuto viene visualizzata come CREDITO nella sua richiesta. Per effettuare un rimborso, dovrai farlo attraverso la tua banca.
Un'alternativa al rimborso potrebbe essere sottrarre manualmente il credito dalla prossima gentile richiesta del cliente.
Attualmente, come gestore di un Negozio o di un Hub, occorre correggere manualmente il saldo di un consumatore per prendere in considerazione il suo credito precedente. In fuuro vorremmo automatizzare questo processo. Per favore se credi possa essere una funzionalità utile per la tua azienda.
Per esempio, un cliente ti chiede di aggiungere un prodotto ad una sua gentile richiesta già pagata, oppure un prodotto venduto al pezzo ma pagato al peso potrebbe essere risultato più grande della media prevista e dunque l'importo dovuto risulta maggiore dell'importo già pagato. Ogni importo aggiuntivo va registrato manualmente. Il cliente non potrà pagare importi aggiuntivi via Stripe o PayPal attraverso OFN.
Se un cliente vuole aggiungere un articolo alla sua gentile richiesta già pagata via Stripe o PayPal, potrebbe essere più semplice chiedergli di creare una nuova richiesta, piuttosto che modificare quella già presente.
Una volta che il tuo negozio sarà online (ovvero avrai un Ciclo di Richieste attivo), i tuoi clienti potranno inserire le loro gentili richieste. Questa sezione spiega come:
Correggere pagamenti (rimborsi ecc.)
Sometimes you may wish to manually put an order into the system. This may be on behalf of a customer, or so that your reports will capture an order from a different sales stream. You can create an order by going to Orders and clicking on the + New Order button.
There you are then lead through a step-by-step process to place the order:
Firstly you will be prompted to select the distributor that the order will be placed with. Next you will need to select the order cycle that you want the order to be placed in. You choice of order cycle will dictate which products will be available to be added into the order and the fees applied. You will then be redirected to the following page where you can select products. You must type at least the first 3 characters of the product for it to appear as an option in the drop down list:
After finding the product you'd like to order, enter the quantity and click the + button to the right of the product to add it to the cart.
Once a product is added you can edit (quantity for example) by selecting the pen and paper icon to the right of the item:
After editing any aspect of the cart, click update and recalculate fees to update the price.
The next step is to add in the customer’s details (right hand menu, second option down). If it is a customer who is on your customer list, you can select them from the dropdown menu, otherwise you can fill in the customer’s details details and check them out as a guest.
Click Update and go back to Order Details (top option on right hand menu). You will now be able to select a shipping method for the customer.
Tick to update changes and cross to cancel.
You can not select a shipping method prior to adding the customer's details.
The final step is to add the customer’s payment method. This is found from the bottom option of the right hand menu:
Clicking update will finalise this order and send an email confirmation to the customer.
Nell'interfaccia amministrativa ci sono due posti dove è possibile visualizzare ed eventualmente modificare le gentili richieste: la pagina Gentili Richieste e la pagina Gentili richieste vista a tabella. Le caratteristiche di queste due pagine sono trattate qui sotto.
La pagina Gentili richieste mostra la lista di tutti gli ordini relativi al tuo, o ai tuoi, negozi. Da qui hai accesso ai dettagli delle richieste individuali, puoi modificarle e tracciare lo stato di spedizione e di pagamento. Per maggiori dettagli su come creare un ordine manualmente per un tuo cliente, vedi qui.
Questa pagina ha dei filtri The page has filters which allow you to select which orders you want to view. You can filter by date, status or the email and name of the customer.
Distributor: This is the enterprise through who's shop the order was placed.
Completed at: This is the date that the order was placed.
Number: This is an arbitrarily assigned order number. An exclamation mark symbol with with word 'Note' to the left of it will show if the customer included a comment with their order at checkout. Hover you mouse above the exclamation mark to view the comment.
State:
Complete- the customer has finished checkout
Cancelled- if admin edits the order and chooses to ‘cancel it’
Cart- The customer is in the process of shopping, but hasn’t checked out
Payment State:
Balance Due- if it’s cash, or bank transfer or eftpos (ie all non automated payments), then the order will be ‘balance due’ by default, until admin members of the distributing enterprise manually mark that the payment has been received, at which point the payment state will change to 'Paid'.
Paid- For automated payments (PayPal, Stripe, PIN for instance), the payment portal will automatically mark an order as 'paid' when it has been processed. Non-automated payments (cash, bank transfer etc) will also be marked as 'paid' when manually updated.
Credit Owed- If someone has paid for their order, but then you edit their order, and remove an item, the cost of that item becomes ‘credit owed’.
Shipment state:
Pending- When the payment state is ‘balance due’ the shipping state will be pending, meaning that until payment is received, shipping should not commence.
Ready- When payment has been received (paid, or credit owed status) the shipping state becomes ‘ready’.
Shipped- After delivery or collection, an order can be manually updated by shop/hub management (edit order) so that the shipment state becomes 'Shipped'.
You can ONLY manually update an order to 'Shipped' if the payment state is 'Paid' or 'Credit Owed'
Customer email:The customer’s contact email. A full list of customer emails can be downloaded in the ‘mailing list’report.
Total:The total value of the customer’s order
On the right hand side of the listing view you can update the payment/shipping state of an order.
Click on the tick icon to indicate that payment has been received (this records full payments only).
Click on the road icon to indicate that the order has been shipped.
The payment and shipping status of an order can also be updated when editing the order (see below).
When a shop or hub manager updates the 'Shipment state' to 'shipped' this will automatically send the customer an email to say that their products have been shipped, irrespective of the shipping method. Hence it can cause confusion for orders due to be collected (rather than shipped). Another source of potential confusion to be aware of is when customers pay for an order on collection. Updating the payment (and then shipping) status of the order after the goods have been collected will send an email to the customer, even though they have their goods in practice.
To the right of an order you will see a pen and paper icon. Click on this to access the order management page where you can edit, modify and cancel:
You can also access full information concerning an order by clicking on the order number (fourth column of the table).
This is what the order management page looks like:
You can add a product to the order by selecting the variant you require from a drop down list of those available (at least 3 letters must be typed in to the field box 'Select Variant' for list of options to appear). To remove a product from an order click the rubbish bin icon on the right hand side of the product. You can also change the quantity of each item ordered. Remember to click the update and recalculate fees button to save changes (this will also update enterprise, shipping and payment method fees accordingly, where appropriate).
Additional options available under 'Actions'
Resend Confirmation: If you have edited a customer's order, you may wish to resend them an updated order confirmation email.
Send Invoice: This will automatically send the customer an invoice (in .pdf format) by email.
Please check regional regulations regarding the information legally required to be on an invoice. Currently our invoices are not compliant to French law. Invoices for enterprises which are registered for VAT are not compliant under UK law. We hope to bring about updates to correct these aspects. In the meantime you may wish to invoice through a complementary software package.
Print Invoice: This will generate the invoice in the form of a pdf for printing.
Cancel Order: Cancel the order
Customer information (email, billing, shipping addresses and phone numbers) are accessible from the menu on the right of the page:
Click on 'Adjustments' in the right hand menu (screen shot above). On this page you can add or subtract from the order total by selecting the + New Adjustment button.
You may wish to use this functionality to:
grant a discount on an order if a product is damaged
deduct credit owed to the customer from their total balance
refund a customer (for more information about Refunds visit here.)
Visit the 'Payments' page from the right hand menu in screen shot above to record partial payments.
To save time you can print multiple invoices at once (rather than visiting each order in turn and selecting Actions-> Print Invoice). On the Listing Orders page check the box to the left of orders for which you would like to send an invoice. You can increase the number of orders per page from 15 to 100 and select all at once, if desired. Then click 'Print Invoices' button to the top right of the table:
A Loading page will pop up while the invoices are generated. On completion you will be able to view (and download) a file containing all the invoices for the orders selected:
By default the invoices selected will be printed in sequence in which the orders were completed.
To print invoices only for those orders associated with a specific Shipping Method (or collection point) then sort by 'Shipping Method' prior to batch printing.
We have learned above that the Listing Orders tab presents a table of the orders per customer. This page, on the other hand, details all the products that were purchased in your orders. This functionality is useful for modifying multiple orders at once that may contain the same product (quantity change, product out of stock etc). The page looks like:
Start/End Date: You can filter to display all orders that were placed within a given window of time.
Producer: You can filter for a given producer. This can narrow down the display, if you’re only interested in one product, supplied by one producer.
Shop: You can filter according to the shop at which the order was placed.
Order Cycle: Perhaps the most useful filter, the order cycle filter, will display only those orders which were placed within a selected order cycle.
Quick Search: Before or after applying filters, you can narrow your search down even further by searching for a key word. This could be a name, product, hub, producer, date, order number…
Actions: You can select the check boxes of multiple orders (left hand column), to perform the same function to all of them, such as delete.
Columns: You can select which fields you do or do not want to be displayed in the table:
Rows ('Name', 'Producer', 'Product: Unit') can be sorted according to their content by clicking on the relevant column heading: one click for sorting A-Z, two clicks for the reverse (Z-A).
The Price column indicates price of an item including tax but excluding fees (enterprise, shipping or payment method fees). Fees are recalculated each time an order is modified.
In your current order cycle, customers placed orders for 20kg of tomatoes. Unfortunately there was a storm, and you were only able to harvest 10kg. You need to identify all customers who ordered tomatoes, and half their orders for tomatoes.
This can be done in bulk order management, as follows:
Filter according to the date range, or current order cycle.
Search for ‘tomatoes’. All orders for tomatoes within the date range/order cycle you selected will now display.
Click on the product ‘Tomatoes’ in the Product:Unit column.
A box will appear at the top of the page, showing the total quantity ordered (across the date range/order cycle you’ve selected).
You can then adjust the quantity (or delete products) of each unique order in the Quantity column. The Total Quantity Ordered in the box at the top will update automatically as you adjust orders.
No automated email will be sent to customers after you have adjusted their orders. It is good practice though, to manually do so else the customer may be disappointed on collection/delivery.
Here, the amount of tomatoes allocated to each order has been reduced to meet the total available of 10kg:
This checkbox allows you to make adjustments to all variants of the same product at once. For example, you may retail tomatoes in 1kg and 3kg bags. By selecting 'Shared Resource' you will be able to edit the quantities of both variants ordered at once.
When selling indivisible products such as legs of lamb, or whole pumpkins, you may not know the final weight and price of the product until after the customer has placed their order. (Read more here.) You can use Bulk Order Management to update the item’s exact weight once you have the product in front of you.
For the example of a 1kg fish:
Filter for the order cycle or date range of interest.
Search for the desired product
Make the Weight/Volume and Price columns visible.
Enter the actual weight of the fish that each customer will receive in the weight/volume column. The price will automatically recalculate based on this weight.
Click update.
Your customers can view a list of their orders when they login to the OFN, and click on their account (see below).
Here your customers will be able to see the past orders and payments as well as a running balance at your shop (and any others on OFN where they have placed an order).
For non-automated payments (cash, cheque, bank transfer etc) the customer's 'balance' will display as 'owing' until you have manually recorded the payment. If payments are not updated regularly by a shop/hub manager this can be confusing to your customers as they may have in fact paid but it won't be documented above.
