Orders
The order page
The cards on an order, every action under ⋯ Actions with the role it needs, and where results and errors show.
The order page shows everything about an order and has every action.
Where: Orders › press an order.
The header
- The order number and the stamps. The stamps are on Orders and statuses.
- PROSMART when the order is in ProSmart. PROSMART TEST when it was only sent to ProSmart's test environment.
- TEST ORDER or PLAYGROUND on a test order, see Test orders.
- The line below: the customer's name and when the order was placed. Then the number of items, the number of shipments and the amount refunded.
- On a Kustom order: the line Kustom · captured … shows the money captured out of the total. While money is still reserved, it also shows when the reservation runs out.
The actions are on the right. Pinned actions are buttons. The rest are under ⋯ Actions.
Banners
| Banner | Means |
|---|---|
| Needs attention · reason | The order is flagged. The reasons are on Orders and statuses. An admin sees Resolve |
| Held · reason | The flag is gone but the reason still blocks the payment. Has Cancel order, except during fraud pending |
| Shipping was quoted for another postcode; the booked rate may differ. | The customer got the shipping price for another postcode than the order ships to |
| Store pickup | Where the customer collects. Once the order is ready, the date and the last pickup day show. If Kustom's reservation runs out before the last pickup day, the banner shows The Kustom authorisation expires … |
The cards
Left column:
| Card | Content |
|---|---|
| Products | The order's lines, shipping, discount, VAT and total |
| Shipments | One row per shipment: date, carrier, tracking number with link, lines and label. See Fulfilment |
| R-… with Return ▾, Withdrawal ▾ or Complaint ▾ | One card per return, withdrawal or complaint, see Returns and Complaints |
| Timeline | Everything that happened to the order, with time and who. Write comments here |
Right column:
| Card | Content |
|---|---|
| Payment summary | Paid, refunded and net. Press to see each payment and refund |
| Customer | Name with a link to the customer card, email, phone, address, shipping method, payment method and Kustom order ID with a copy button |
| ProSmart | Pushes to ProSmart with environment and lines. Shows when ProSmart is connected. See ProSmart |
| Order note (on packing slip) | Text printed on the packing slip. An admin saves with Save note |
If Payment summary shows Refunded at Kustom, not booked yet, someone refunded in Kustom's portal. Press Book it to record the refund here. Do not make a new refund, or the money goes back twice.
Emails to the customer
The Customer card lists every email to the customer under Emails to the customer. The row shows the email, the time and who sent it: automatic, automatic retry or the user's email. The same rows are in Timeline.
An email that did not arrive has the NOT SENT stamp and the reason in plain words. Example: The mail service did not answer. For the order confirmation, the card says how many new attempts are left and when BunStack stopped trying. BunStack does not send a shipped email again on its own. Send your own with Email customer.
Actions
| Action | Does | Lowest role |
|---|---|---|
| Fulfill order | Books shipping for chosen lines. See Fulfilment | editor |
| Ready for pickup, Picked up | Pickup in two steps. See Store pickup | editor |
| New shipment | Creates an extra shipment | editor |
| Refresh tracking | Fetches tracking from the carrier now | editor |
| Create return | Registers a return or a complaint for the customer. See Returns | editor |
| Pack view | Opens the order in the pack view | all |
| Packing slip | Downloads the packing slip as a PDF | all |
| Shipping labels | Downloads every label as one PDF | all |
| Receipt | Downloads a receipt as a PDF. An add-on stands indented under the line it belongs to, with the picks and the customer's answers | all |
| Refund | Refunds an amount, lines or everything | editor |
| Capture payment | Captures reserved money at Kustom | editor |
| Release the rest of the payment | Releases what was not captured after a partial shipment | editor |
| Cancel order | Cancels the order before anything has shipped | editor |
| Set status manually… | Sets a status without money or email. See Manual status | admin |
| Mark as test order, Not a test order | Marks or unmarks a test order | admin |
| Email customer | Sends your own email with subject and text | editor |
| Resend order confirmation | Sends the order confirmation again | editor |
| Resend pickup email | Sends the pickup email again | editor |
| Push to ProSmart | Sends the order to ProSmart | editor |
An action shows only when the order allows it. Cancel order disappears once something has shipped. Capture payment does not show during Kustom's fraud check. Money and refunds are on Capture, refund and cancel.
Pin actions
- Open ⋯ Actions.
- Press the pin beside an action.
The action now shows as a button on every order. The browser keeps the choice, per workspace. At the start Fulfill order, Packing slip and Pack view are pinned.
Results and errors
These actions write their result on a line under the header:
- Refund, Cancel order, Release the rest of the payment and Capture payment
- Set status manually… and Resolve
- Resend order confirmation and Refresh tracking
An error shows in a box in the same place. Dismiss removes the line.
If a refund or a cancellation is refused, the error shows above the dialog. The dialog stays open with what you filled in.