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| MultiExcerptName | Why are my customers' completed orders still in their Order History? |
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| PageWithExcerpt | FAQs from Commerce Vision Support |
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Customer Experience
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| title | Need customised fields and functions? |
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This guide describes the out-of-the-box options available for the Order Tracking function. Standard options available are extensive. But perhaps your customer orders captures additional information that you want to be searchable or displayed in Order History, e.g., Job Number, Procurement Reference, or Actual Delivery Date? For implementation of custom fields and options in order tracking, please contact Commerce Vision. |
Your customers access Order Tracking via the Dashboard menu when logged into your website. What the order tracking menu item's name is may vary, as it depends on what it was labelled during set up. It is usually called 'Track Orders' or 'Order History'. NOTE - Order tracking is available only if the user's role includes tracking their orders. The functionality is generally enabled for B2B customers but can be made available to any user group.
By selecting Dashboard → Order History, the user is taken to the Order History page. They can search for a specific order by entering the invoice number or find orders that fit the search criteria.
Under the Search tool, the Order History page will list all orders and related data such as current order status, order date, and order total. (Display options can be edited in the Track Order Widget.)
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If you want to allow your customers to download search results to a CSV file, in the Track Order Widget, enable the Show Export to CSV toggle. Available for 4.31+ | Multiexcerpt include |
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The user can click View to see an order's details. If the order has been completed, the Invoice Reprint button will be available.
In the order details page, the user can view the order, copy items to their cart and print the order.
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| title | For Customer accounts with Approvals enabled |
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If an Advanced Order Approver by User and Account option with re-assign approver has been set up for a Customer account, the user will be able to re-assign to another available approver in Order Tracking. The log of actions relating to the approval, e.g., approver changed, approval time stamp, are also displayed. Orders pending approval can be searched for in Order Tracking. - In the Order Status field, select 'Orders Requiring Approval'.
- Enter any start/end dates to limit the search.
- Click Search.
- Click View for any found 'pending order'.
- In the Approval Status panel, you can re-assign the approver if there is another valid approver.
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Step-by-step guide
Enable Order Tracking
NOTE - Order Tracking is usually already added and enabled by Commerce Vision for your site. However, if the page has been removed and you want to re-add, here is how to do it.
To enable Order Tracking:
- Login to your website as an Administrator.
- Navigate to Content → Menu Editor (/zMenus.aspx).
- Select the required Menu Code.
- Click Parent Items.
- Select the required Menu Item Code.
- Click Menu Items.
- Add OrderSearch.aspx as a new menu item. See Adding a new menu item for further details.
- Enter the label name and details for the menu item as well as where it will be located in the User's navigation menu. The label usually used is 'Order Tracking' or 'Order History'.
Update Order Tracking Settings
Display and function options on the Order Tracking page are configured in the Track Order Widget. Here, you can enable and disable default settings, add additional functions, and edit labels for Track Order buttons and fields.
To edit the Track Order Widget:
- In the CMS, navigate to Content → Pages & Templates.
- Use the Search tool to find the 'Track Orders' template.
- Click Edit.
- Find the Track Order Widget and click Edit.
- Edit the settings as required. For guidance, see: Track Order Widget. (NOTE - Some options have minimum version requirements.)
Additional Information
With order tracking enabled, it's possible to customise the order status descriptions that users see. Refer to How to customise Order Status descriptions for further information.
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| MultiExcerptName | Additional Info |
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Order status descriptions and search filter options can be customised. |
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| MultiExcerptName | Minimum Version Requirements |
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| Self Configurable |
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| MultiExcerptName | Self Configurable |
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| Yes |
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| Business Function |
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| MultiExcerptName | Business Function |
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| Orders |
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| B2B/B2C/Both |
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| MultiExcerptName | B2B/B2C/Both |
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| Both |
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| Third Party Costs |
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| MultiExcerptName | Third Party Costs |
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| n/a
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Related help
| Content by Label |
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| showLabels | false |
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| max | 7 |
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| spaces | KB |
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| showSpace | false |
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| sort | modified |
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| reverse | true |
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| type | page |
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| excludeCurrent | true |
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| cql | label = "orders" and type = "page" and space = "KB" |
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| labels | orders |
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| Content by Label |
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| showLabels | false |
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| showSpace | false |
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| title | Related widgets |
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| excludeCurrent | true |
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| cql | label = "widget" and title ~ "track order widget" |
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