Orders

Thank you page

In this article you will learn about:


Basic information

Once your order has been correctly placed, your customers will see a thank you page for your order. They will find basic order information and a message that you can customize based on the selected payment method.

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How to change the message customers receive after placing an order?

You can edit the message content for each payment method individually. Go to 'Settings' > Click on 'Payments' > Click on the pencil right next to the method you want to edit the message for.

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Then go to the field 'message after completing a purchase' and change the message.

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Additional scripts on the 'thank you' page

You can place additional conversion scripts on your order's 'thank you' page.

Go to 'Settings' > Click on 'Orders' > Under the 'Thank you page' section you will see the 'Page content' field. There you can add the additional content and script.

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Abandoned carts

In this article you will learn:


What are abandoned carts?

If your customer adds items to the shopping cart and goes through the order finalization process, enters an email address, but for some reason does not finish the order, then a so-called abandoned shopping cart is created. On the Advanced plan, you have access to abandoned carts, which you can recover, for example, by sending a reminder message to the buyer.


Where can I see all abandoned carts?

Abandoned carts can be found in your Shoplo dashboard. Go to the 'Orders' tab > Click on 'Abandoned carts'.

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Here you will see a list of all abandoned carts, whether or not an email has been sent to them, and whether the shopping cart has been recovered.


How do I send an automated message to customers that abandoned their shopping carts?

In your dashboard, you can set an automatic message that will be sent after 6 or 24 hours to each person who has an abandoned their cart. In this message, customers will see a link which will direct them to the process of finalizing the order.

The automated message will not be sent in the following cases: 

  • If the customer returns to the shopping cart and finalizes the purchase (before the email was sent).
  • If the products added by the customer are no longer available.
  • If the customer has several abandoned carts (in this case only one mail will be sent)

To create a message, go to 'Settings' > Email Templates> Click on '+Email Template' and link the message with the 'Abandoned cart' action. Learn more about email templates.

shoplo-Abandoned-carts-templates.png

 

Refunds

How can I issue a refund within my Shoplo dashboard?

The refund option allows you to do the following: 

  • Return of goods to the warehouse
  • Send an email to the customer informing them of the return 

Refunds can only be made to paid orders. Go to 'Orders' > select an order and click on 'Issue a refund'

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Select which products and what quantity you would like to refund, and then tick the appropriate actions.

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If any of them are unavailable, by clicking on the small question mark you will find out why. You can only send a message if you create the appropriate email template, and you can only make a refund if you use Shoplo Payments* and you've activated the refund option.

*Shoplo payments it's only available for businesses registered in Poland.

 

Using courier integrations

In this article you will learn:


How to install an integration?

Go to our app store > Click on 'Shipping'

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Then click on the courier you are using and then click on 'Install add-on'.

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You will be asked to log into your store name and then you will be redirected to an integration form.

Enter the appropriate data and click on 'Save'.


How to fulfil your order using an integration.

Once installed, go to 'Orders'> Select an order > Shipping 'Fulfill order' > Select the shipping provider you want to use.

shoplo-pack-this-order.png 

Edit and cancel an order

Once your order has been placed, you can edit delivery details, address details, add a tracking number for the shipment, and cancel your order. 

In this article you will learn:


How to edit delivery data?

Go to 'Orders' > Select an order > Shipping> Click on 'Edit'

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You will need to fill out the following fields:

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Complete the ones you need and click on 'Save changes'.


How to edit delivery address?

Go to 'Orders' > Select an order > Address > Click on 'Edit'

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Change the necessary data and click on 'Save changes'.


How to cancel an order?

Go to 'Orders' > Select an order > Click on the three dots at the top right corner > Click on 'Cancel this order'

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When you cancel an order, you can choose the 'Restock products' option. This will increase your inventory, based on the number of products included in the cancelled order.

Payment status

The payment status shows whether the customer paid for the order or not.

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If you have a payment gateway such as Braintree or Paylane, the payment status will automatically change to Paid after the customers pays for the order.

For other forms of payment, eg. bank transfer, you can manually change the status from unpaid to paid by clicking on 'Mark as paid'.

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Once you change your status to Paid, you can not cancel this action. You can make a refund for paid orders. Learn more.

 

Order status

In this article you will learn:


What are statuses used for and how to use them

Order statuses show you which stage your order currently is. Each new order automatically receives the status 'New'. By default, you have three statuses when you create a store:

  • New
  • Ready for dispatch
  • Dispatched

Any order status can be linked to a selected action. For example, when the order is marked as Sent, your customer can receive an automatic email confirming that the order has already been sent. This way, the customer always knows the status of their purchase.

Learn here how to connect email templates with a change in order status.


Creating a new status or editing an existing one

If you want to add a new status go to Settings > Orders > Order status > +Status

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Every status, except the status 'New', can be deleted or edited. Go to: Settings > Orders > Order Status and select the appropriate action.

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While editing the status, you can choose which of the existing messages you want to send to the customer when you assign this status to an order and change its colour.


How to change an order status

Go to orders > Click on the order > Change the status in the upper right corner. 

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Test order

A test order will let you see if your store is set up correctly and to check what the customer's purchase path will look like.

To place a test order, make sure you already have:

  • Added products
  • Selected a layout/theme
  • Added at least one delivery method
  • Added at least one payment method

To submit a test order, you only need one of the following payment methods: traditional transfer or personal pickup. Of course, you can also test online payments. To avoid paying more commission to the payment operator, add a $1 product to your test order

Go to your store by entering your store's name in your browser (yourstorename.shoplo.com) or your website address (if you already have a domain).

You can also select the 'Store preview' option from the drop-down menu in your dashboard.

shoplo-store-preview.png 

Now select the product, add it to your shopping cart and place your order.

Your order will appear on the dashboard under the 'Orders' tab.

Facebook Messenger

Your customers can receive notification of the status change of the order, not only via email but also via Facebook Messenger. This is an automated process that does not require any extra effort on your part.


To activate this option:

1. Log in to your dashboard and click on 'Settings' > Facebook Messenger.  

2. Click the 'Connect' button and log in to Facebook.

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3. Give all necessary permissions.

4. Once accepted, you will be transferred to Shoplo. Select the fan page that you want to use to communicate with your customers and click Next.

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5. Customise the design of the button that customers will see on the 'thank you for your order' page.

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6. Decide which notifications will be sent to your customers. You can enable or disable these options:

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7. In the same section, you can read the notification templates. If needed, you can edit them by clicking on the edit button:

Shoplo_notifications_templates.png 

8. When creating a message, you can use variables that substitute appropriate data from the system, eg {client_first_name} is the client's name. You will find the variables in the edit mode:

Shoplo_Messenger_Edit_Variables.png

9. Save changes and you're done!

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