Orders

Overview

The order overview (1) provides you with a list of all orders placed by your customers.
With the button Add order (6) you can call up the module for creating an order. More information about creating an order can be found here.
In the overview, you have the option to hide/show individual columns (4) using the drop down menu (2) or to use a compact mode (3), which summarizes the displayed table a bit more.
You can also manually define the sorting of the individual columns (5) to adjust them according to your wishes.
To the right of the overview you will find tools (7) to update the displayed orders or to filter them further and thus narrow them down more precisely. 

Order details

The order details can be opened by clicking on the order number (1) or the item View and delete (3) within the context menu (2) of the order.
Here you can view the selected order in detail and manage the items and the accounting or delete the order. 
However, once an invoice has been created, the option Delete can no longer be selected.

Details

In the detail view you get more information about the order.
You can also cancel the order, if necessary.

Customer data: Here you see all personal data of the customer, who made this order, again in an overview.

Order data: You have here the view on all additional details to this order, as well as the selected shipping and payment method.

Items

Here you have the possibility to see the individual items of this order, as well as the calculation of the sum of the items.
You can also add new products as positions, edit existing ones or remove them.

The items of the order can have, depending upon your configurations, also other taxes and are calculated here accordingly individually to a total price together.
This enables you to offer mixed baskets for your customers.

States

The states-module allows you to adjust the order and payment status of your order.
If changes have already been made here, the module also shows you a history with an exact time stamp for the corresponding change.

Some statuses are interdependent and can only be selected when the order already has a certain status.
For example, the payment status Refunded, Refunded (partially) or Chargeback can only be assigned if the order has previously had the payment status Paid or Paid (partially).
Likewise, the Delivery status can only be set to Returned or Returned (partially) if the order previously had the delivery status Shipped or Shipped (partially).
The order status can only be set to Closed if the status has already been set to In process. To set it back to Open, the order status must first be set to Closed or Canceled.

If the customer initiates an order, the purchased products are initially only deducted from the available stock. Only when you set the order status to Completed, the purchased products will also be deducted from the stock.

If you change a status through the respective drop down menu, a modal will open, which you can use to send an email about the new status to the customer.
You can also attach documents already generated for the order (e.g. delivery note or invoice) to the e-mail.

You can select the documents to be sent from the list (1). If you do not want to send an email, set the Send email to customer (2) switch to inactive before updating the status (3).

The email is filled by a template of the appropriate type.
If no template has been assigned to the sales channel in which the order was placed, you will receive a selection window in which you can assign the template.

In the overview you can choose the existing templates (1). If there is no or no suitable template available, you can directly call up the editor to create email templates (2). You can confirm the selection by clicking on the button Assign email template (3), then the new status will be set.
If you want to change the status without assigning an email template, you can do this by clicking on the button Don't assign an email template (4).

In the business-events you can define for which status which email template should be used. You can find out how to use the business events here.

Shipment

Here you will find all the details for delivery of your order.
This includes the shipping method, the delivery date, the shipping costs and the address to which the order should be delivered.

Documents

The document templates are managed within the document module, in your settings.

After you have clicked on Create New you can select which type of document you want to create for this order. To create the document you have to make the following settings:

Number and date (1): Enter here the number of the document and the date, which should be entered on the document. This information is necessary if you create the documents with Shopware. By default, the next number from the respective number range is selected as the number.
Upload custom document (2): If you don't want to create the documents like invoices or delivery bills with Shopware but the documents are already available as PDF, activate this option. In a further step you have the possibility to upload this PDF. In this case, the input number and date will not be reproduced on the document.
Comment (3): The comment is noted in the standard at the bottom of the document. 
Preview (4): With this button you can see in the browser how the document created by Shopware would look like. Own documents are not considered here.

Edit Order

If you have opened the order details of an order, you can access the edit mask of the order by clicking the edit button in the upper right corner.

Details

Tags (1): The tags allow you to store keywords for your product. These keywords can then be used within the rules, for example. If you click in the field, the keywords already stored for other products, media or customers will be displayed. To add a new word, simply write it into the field and confirm with Enter.

Email-adress (2): Here you can change the e-mail address of this order. All status mails will use the new e-mail address for the delivery of the e-mails. The standard e-mail address of the customer account will not be changed.

Phonenumber (3): Here you can leave a customer phone number for possible questions about this order.

Adresses (4):& At this point you can change the delivery address and the billing address of this order. The standard delivery address and billing address of the customer will not be changed.

Track and trace codes (5): Here you can enter any tracking codes of the shipping service provider. The customer will see this number in his customer account in the details of the respective order.

Items

In the items section you can remove or add items to the order. Here you can adjust the price, the quantity and the tax rate individually.

Delete (1): To delete items mark on the left side. A Delete button will then appear above the table to remove the selected items.

Add product (2): Here you have the possibility to add a created product using the drop down menu.

Add custom item (3): Here you can add a position. Instead of the drop down menu you can enter a name for the position and then enter your own price and tax rate.

Add credit& (4): Here you also insert an empty position and assign a name yourself. As gross price you enter a negative amount. The tax rate is automatically based on the tax rates that already exist in the order. If there are products with different tax rates in the order, auto is indicated here and the tax rate is taken from the product which was added first.

Show product& (5): Hier gelangst Du zur Konfigurationsseite des jeweiligen Produktes

Bulk edit

Bulk edit offers you a easy and quick way to change multiple orders at the same time.

You can select individual orders (1) or all orders that are displayed on this page (2), you have the option to select orders on multiple pages. The maximum orders that can be selected at once are 1000. The number of currently selected orders (3) is displayed in above the orders. The option to deselect all orders (4) is only shown if you have selected products from multiple pages. To edit the selected orders click bulk edit (5).

After clicking bulk edit, a modal will popup will show you the orders you have selected.

In this overview you have the option to remove orders from you current selection. Once you are satisfied with your selection click start bulk edit.

Mark the checkbox (1) of the items you wish to change, update the values (2). Click save (3) to proceed.
Please note that only values will be changed where the checkbox is ticked.

Please note that you can only change the order status to a status that is valid for all selected orders.
e.g. An order with the status open can be changed to in progress and cancelled, an order with the status in progress can be changed to done and cancelled. If you select an open and in progress order you can only change these to cancelled since this is the only status that is valid for both orders.

A popup will show you the number of items that are about to be changed, confirm this by clicking apply changes.

Please note that this can't be undone.

Please wait while the system is updating the order information.

Shopware will inform you once it's done with the task. Click close to exit and return to the overview.

The payment process in Shopware 6

In Shopware 6 the payment and the order are completely separated from each other. This means that, unlike in Shopware 5, an order is triggered as soon as the customer clicks on Send order.

The payment status then remains open for the time being. As soon as the customer has made the payment, the payment status changes to Paid. Usually, the customer makes this payment (for example, if he is redirected to PayPal) immediately after the order process.

Should the payment process be aborted by the customer or an error occur, the customer can also initiate the payment again in his customer account at a later date or change the payment method.

The customer can see his order including the delivery status and the payment status in the order overview of his account.

Change payment method (1): This option takes the customer back to the checkout page of the order, where he can update the payment method and carry out the payment process again.

Repeat order (2): Here the customer can place the order again.

Cancel order (3): The customer can cancel the order completely. To allow the customer to cancel an order, it is necessary to activate this option& in the admin under Settings > Cart settings > Enable refunds.

Orders without customer account

In the checkout, a customer may also choose to place an order without creating a customer account by ticking the checkbox. Registered customers have the option to view and edit their orders in their customer account under the item Orders.
Unlike orders placed by a registered customer, customers who place a guest order without registering cannot log in to their customer account and thus have no way to view their order again.
Therefore, in the order confirmation email, they will receive a link to view their order.

After the customer has authenticated himself with his e-mail address and postal code, he has access to his placed order and can make changes there.

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