Order Management

When a shopper with an active cart proceeds to checkout, Kibo eCommerce creates an order. When the order is created, the shopper's cart empties and its items apply to the order. The order calculates all sales tax, shipping and handling fees, and discounts for line items and for the entire order. The order captures the shopper's contact information, fulfillment information, and payment at checkout. After checkout is complete, the order performs payment processing and fulfills the order.

The Orders grid in Admin, located at Main > Fulfillment > Orders, displays every order your sites have received across all available channels, both offline and online. You can edit an order's details and manage its workflow by selecting it from the grid.

Order States

Every order has an order state that describes the current status of that order and dictates what actions can be taken on that order.

The average successful order follows this order state path:

PendingSubmittedValidated > Accepted > Processing > Completed

When an order is created, it begins in the Pending state.

Pending

The order was created from a cart and the items previously in the cart apply to the order.

Submitted

The order includes one or more items, and has defined billing and fulfillment information.

Validated

The order has passed the validation process, which validates the items in the order against the products in the catalog, verifies the fulfillment information (either the defined shipping method or in-store pickup location), and initiates communication with the payment gateway. Orders in this state can be accepted for processing.

Pending Review

The order has been submitted but did not pass the order validation process. You can manually accept or cancel orders in this state.

Accepted

The order has passed validation and is accepted for processing.

Processing

The order was accepted and fully shipped. When an order in the Processing state successfully collects all payments, Kibo eCommerce automatically sets the order state to Completed.

Completed

The order was accepted, fully shipped, and paid. You can reopen a completed order, which resets the order state to Processing.

Cancelled

The order was cancelled and any order payments were either voided or credited. You cannot perform any actions for an order in the Cancelled state.

Errored

Orders move to the Errored state only from Pending or Validated states if something goes wrong when moving to the target state, such as payment gateway issues.

Refer to Errored Order Handling for more information about handling errored orders.

Abandoned

The order was never submitted or cancelled. You cannot perform any actions for an order in the Abandoned state.

Orders are determined to be abandoned when no action has been taken on them for a set period of time. By default, orders are determined to be abandoned when no action has been taken on a Pending order for five days. This time period is adjustable via the API using the commerce/settings/checkout resource.

Errored Order Handling

Orders usually move to the Errored state because of issues with payment gateways, such as brief outages. When an order moves to the Errored state, Kibo eCommerce treats the errored order similar to the Submitted state: shoppers still see an order confirmation on the storefront, and the order moves into an errored order queue in Admin.

When an order moves to the errored order queue because of payment gateway issues, you can complete the following steps to manually resolve the errored order:

  1. In Admin, go to Main > Fulfillment > Orders.
  2. Locate and open the errored order.
    Errored orders are called out in red on the Orders grid:
  3. Re-submit the order by clicking Submit: If the payment gateway service is working, Kibo eCommerce will authorize the payment and the order will continue in the normal order state path.

Search For and View Orders

  1. Search for orders using the search box or Advanced Filter.
    The filter lets you search for orders based on a diverse set of parameters, including order status, keyword, customer name, payment status, modified date, attribute name, submitted date, external order ID, credit card ending digits, shipping/billing phone number, and others. The filter also contains a Quick Filter that allows you to quickly display common order types.
  2. Sort your orders by clicking a sortable column heading.
    You can sort by Order Number, Submitted Date, Create Date, Order Total, Payment Status, and Order Type.
  3. Click the More Actions button to display the full list of column fields available to sort orders.
    Choose to add or hide columns to customize your workspace.
  4. Click an order to open the Orders editor.

Order details display in the Orders editor, which contains a header that summarizes order and shopper information, including the current order status, the site where the order was placed, when the order was last updated, whether payment has been collected, and what address is listed for the shopper.

Tips for Viewing Orders:

  1. Use the toggle arrows to view the Orders grid and the Orders editor side-by-side or one at a time.
  2. Use the tabs in the Orders editor to navigate the orders workflow (depending on the order status, these tabs may not display all at once).

Line Item Pricing Details

When you view an order, you can view the specific pricing details for each line item in the order, including spreaded order level pricing, such as manual order level adjustments, discounts, tax, and shipping.

To view the pricing details for each line item: in the order details, click the magnifying glass icon next to each line item's price.

When you click the click the magnifying glass icon, the line item pricing details open in a new modal window:

This modal window displays all applicable pricing details for the line item, as well as the Line Item Total with Shipping & Handling.

The order details section also displays order pricing summaries, such as order adjustments, shipping, handling, and tax & duty charges and discounts. Refer to Order Pricing Summaries for more information.

Spreaded Order Level Pricing Details

Kibo eCommerce spreads order level adjustments, discounts, tax, shipping charges and discounts, and additional handling fees across all line items in the order according to a weighted amount specific to each line item. Kibo eCommerce uses each line item's impact on the overall order level pricing to derive this weight amount.

For example, an order's total is $50 and there are three items in the order: a $25 item, a $10 item, and a $15 item. The shopper uses a 10% off order coupon. In order to calculate the impact the %10 off coupon has on each line item, Kibo eCommerce uses the percentage of the item's price against the overall order price, so accordingly each item receives the following amounts off:

Refer to Spreaded Pricing Weight Derivations for more information about how Kibo eCommerce derives the weight for each spreaded order level pricing field.

Spreaded Pricing Weight Derivations

For each line item in the order, Kibo eCommerce spreads order level pricing information across all line items in the order according to a derived weight.

Refer to the following table for information on how Kibo eCommerce derives the weight for each spreaded order level pricing field:

Spreaded Order Level Field Description Weight Derivation
Order level manual adjustment The weighted spread of the order level adjustment applied to each item in the order. The weightage is derived based on the product price percentage of the line item against the total price of the order.
Order level discount The weighted spread of the total order discount applied to the order that impacts the total price of the order excluding shipping. The weightage is derived based on the product price percentage of the line item against the total price of the order.
Order level shipping The weighted spread of the shipping charge applied to the order based on the weight of all the items in the order. The weightage is derived based on the weight of the line item against the overall weight of all the items in the order.
Order level shipping discount The weighted spread of the shipping discount applied to all items in the order. This weightage is derived based on the weight of the line item against the overall weight of all the items in the order.
Order level additional handling fees The weighted spread of the additional handling fees applied to all items in the order. This weightage is derived based on the weight of the line item against the overall weight of all the items in the order.

Line Item Checks

Before Kibo eCommerce spreads any applicable pricing information across items in the order, it performs the following checks for each item in the order:

Admin and Kibo eCommerce API Mappings

Kibo eCommerce maps each field in the line item pricing details modal to a corresponding property in the Kibo eCommerce API. Refer to Line Item Pricing API Mappings for more information.

Order Pricing Summaries

In addition to viewing the specific line item pricing details, you can also view summaries of order level adjustments, charges, and discounts in the order details section.

Refer to the following screenshot for an example of these pricing summaries:

  1. Line Item Discounts — All applicable discounts for each line item in the order and its impact on the line item.
  2. Pricing Summaries — Summaries for the following pricing details:
    • Order Adjustments — A summary of all order level discounts and adjustments.
    • Shipping — A summary of all related shipping charges including the total order shipping fee, line item discounts, and adjustments.
    • Handling — A summary of all related handling charges including the total order handling fee, line item discounts, and adjustments.
    • Tax & Duty — A summary of all related tax and duty charges.
    For each of the above summaries, you can click the caret next to each to view the charges, discounts, and adjustments that are applicable to each line item in that section:

Create Orders for Offline Shoppers

You can use the Orders module to create offline orders for shoppers. If you are using Customer Sets, keep in mind that you can only create offline orders for customers that are assigned to the same customer set as the site on which you are creating the order. Refer to Offline Orders and Customer Sets for more information.

In Admin, complete the following steps to create an order for an offline shopper:

  1. On the Orders page, click Create New Order. If you have more than one site, select the appropriate site from the drop-down menu that appears.
  2. Select an existing shopper from the drop-down menu, or click Create New Customer to enter new shopper information.
    You can only select existing shoppers from the drop-down menu that are associated with the same customer set as the site you previously selected.
    If you create a new customer, complete all necessary fields in the Create Customer and Edit Address dialog boxes. Note:  When creating a new customer, at least one phone field (Home, Work, or Mobile) is required. Additionally, each customer must have a default billing and a default shipping address. These defaults can be the same address. If you don't specify at least one phone number and both a default billing and default shipping address, Kibo eCommerce will return errors during the order creation process.
  3. In the Orders editor, in the Order Details section, click Edit Details.
  4. Complete the following items in the Order Details dialog box:
    1. Use the product search box to specify a product.
    2. (If applicable) Configure product options in the configuration pop-up and click Save.
    3. Specify a fulfillment location for the order.
    4. Specify a quantity for the product and click Add.
    5. (Optional) Apply a line item adjustment to the product price.
    6. Repeat steps a-e for additional products in the order.
    7. Select a shipping method for the order.
    8. (Optional) Add a coupon to the order or enter customer notes.
    9. (Optional) Add a price list to the order. Refer to Price List and Orders for more information about associating a price list with an order.
    10. (Optional) Make an adjustment to the order total or shipping cost.
  5. Click Save.

Submit an Offline Order

Once you create a new order, a Submit Order button displays for offline orders. You can click this button to add an offline order to the system, or you can click Cancel to discard the order.

Typically, you should submit an offline order after entering order details and payment information, but you can submit an order as soon as soon as it has order details (products and shopper information).