Disclaimer: We recently redesigned our Admin Area. Your store may look different than the one shown in this video, but most click paths were not affected.
Hi, it's Celine with Volusion. In our last episode, we went live with our store so we could start taking customer orders. Since we’ve already gathered some traffic on our site, I’m going to show you how to process those orders and turn them into sweet, sweet cash.
First, let’s check out the open orders in the Admin Area by going to Orders > Process Orders. By default, you’ll see all the orders that need attention. Or, if there’s only one, you’ll be taken straight to its details page. I’ll select the oldest one.
Like most pages in your Admin Area, this one is broken up into a few different sections. What I want to focus on today, apart from the basic information at the top, is Payments, Tracking, and Details. Each order has an automatically-assigned unique ID number. Your customers see these numbers, too, so if you want to start with higher numbers, check out our resources at the end of the episode.
The status of this order is Processing. That means it was placed with a credit or debit card and the payment gateway authorized the funds. We haven’t captured the money from the customer’s bank account yet, and that’s actually good thing. I know, I know. But it gives you a chance to look it over for fraud potential before you take on any financial responsibility and risk. Fraud attempts are an unavoidable aspect of doing business online, so you never want to ignore the issue. But with a little knowledge, you can get a firm handle on what to look for. We’ll give you a link to some helpful information and tips at the end of the episode.
We can see how much the order is for, who placed it, and if they left any notes for you, or for the recipient if it’s a gift.
Next, let’s check out the Details section and look at the products and quantities. Make sure everything looks okay in the item total breakdown. If something seems off, you can contact the customer and edit the order right from this page if you need to. Once everything looks right, go to the Payments section.
If the order was placed with a credit or debit card, you’ll see at least one entry in the Payment Log. There are five different kinds of entries you may see, so let me take a moment to explain them.
First, there’s Authorize. That means the money is put aside in the customer’s account and you’re the only one who can claim it. But it hasn’t been transferred to your account yet. The transfer process begins when you Capture. That means you’ve put in a request to claim authorized money. Next is Void. That means you’ve canceled the payment before you captured the money, or after you captured it but before the gateway sent your capture request to your processor. Then you have Credit, which means you’ve returned all or part of the funds back to the customer’s account after you captured them. Last is Declined, which means the payment wasn’t authorized because of an issue with the customer’s card: typically because they didn’t have enough funds in their account.
So on this order, we can see an Authorize entry. Go ahead and click Capture, and your payment gateway will send the request and any others to your processor within 24 hours. This happens once a day automatically at a time determined by your gateway, and it’s usually the same time each day. You should now see a Capture record, and you can expect to see the money in your account within 72 hours.
Now it’s time to prepare the physical shipment. How long you wait to ship merchandise after capturing the money is up to you, but we recommend sending it off the same day whenever possible. The easiest way to get customers to come back and buy more is to make sure their first purchase experience is a good one. To get started, I’ll print the invoice then I’ll add it to the package, along with a thank you note, and seal it up!
Now let’s add the shipment information to the package. Find the Tracking section and look for the shipping method the customer chose. This one is for FedEx Ground, so we’ll go to the Print section and click FedEx. Here, we’ll fill out the label, click Get Rate to see how much we’ll be charged, and click Get Label.
Once the label prints we’ll place it on the package, and that’s it! Your package is now ready to ship off to your customer!
A quick note on shipping labels: you can’t pay the carrier directly through your Admin Area, so this feature is only here to save you time in the carrier’s office. In this case, we’ll need to drop it off at FedEx and pay the shipping cost. If you’d like to arrange for the carrier to pick it up from your house, or if you’d like to leave it at a drop-off location, you’ll need to pay the shipping cost through your carrier’s website, or use one of our shipping partners. You can find more information on our website at Resources > Partners > Shipping.
The very last thing we need to do is click Complete Order. This sends the customer an email letting them know the order has been shipped, and moves the order out of your pending queue.
Let’s recap those steps one more time. First you’ll review the order and make sure everything looks right. Next, you’ll process the order and capture the funds. Last, you’ll ship the merchandise and mark the order as complete. So there you go! Your first order is processed and shipped, and you’ve started building a loyal customer base. You’re up and running, and on your way to your very own successful business.
Throughout this series, we’ve taken your through the process of building a basic Volusion store, but there are so many more features you can take advantage of, like coupons, newsletters, daily deals, and our integrations with eBay and Amazon. You can check out all of this and more at support.volusion.com. And of course, if you have any other questions, just let us know!