Orders
Orders

Where do I find my orders?
Your orders are located in your Aero admin console.
Step 1 - Hover over the Order Management button in the left hand menu
Step 2 - Select Orders from the Order Management menu

How do I search orders?
Within your Aero admin console, your main orders screen allows easy searching of all orders.
Step 1 - Login to your Aero Admin Console - Step 2 - Hover over the ‘Order Management’ icon in the left hand menu - Step 3 - Click on 'Orders'
Step 4 - Enter your search term in the Searchinput at the top of the page
Step 5 - Click 'Search'

How do I fulfill an order?
Once your customers start placing orders you’ll need to fulfil them, unless you want a lot of unhappy customers.
Fulfilments – with the exception of some digital products – usually require actions taken outside of the Aero platform, such as packing and posting.
When an order is received it will show on the order list page and can be fulfilled from the list page, via the bulk actions or by clicking into the order and clicking the “+ New Fulfilment” button.
Next you will be presented with the fulfilment screen, here you can;
Choose the fulfillment method - Select the items from the order to add to the fulfillment - Add the weight of the fulfillment - Add tracking information to the fulfillment
Once we have filled in this information we click the “save” button.
Upon saving the fulfillment the order status will change from “successful” to “processing”.

What are orders?
Within Aero when a customer purchases items from your store an order is created. Orders are stored in the system and will start out with the status of “Successful” (providing the payment was successfully taken).
Any fulfillments, returns or refunds actioned on an order will alter the status to keep your orders up-to-date and to allow you to quickly see and manage any orders that have not yet been actioned.

What is the orders list?
Your orders list shows all of the orders in the system. You can view an individual order by clicking on the order name, or the arrow icon.

How do I change the status of an order?
We can change the status of an order at any time.
To do so there are a couple of ways we can do it. Firstly we could click into the order, locate the “Order Information” section and click the ellipsis (...) button to be presented with the statuses available. Next click the status you wish to set, doing this will update the status without the need to save the page.
Alternatively if you wish to update the status of many orders at once, for example you might want to update all of the orders dispatched that day, you can use the bulk actions to update the status.
To do this we select the orders we wish to update by clicking on their tick boxes, then from the bulk actions select box we choose “Change order status” and click “Go”. This will present us with a select box to choose the new order status, select the new status and click the “Run” button.
That’s it, all of our orders have been updated with their new status. Please see “what are the available order statuses?” for more information.

What are the default order statuses available?
There are a number of statuses that can be set for an order, many of these are set automatically when an action is performed on an order, however they can be set manually at any time.
Cancelled - On Hold - Successful - Processing - Partially Dispatched - Dispatched - Partially Returned - Returned - Complete

How do I create a new return or refund?
Sometimes customers return things, sometimes for legitimate reasons, other times well, we’re not here to talk about that.
Fortunately, Aero is ready to handle even the most complex refunds and returns. In order to process a refund of return we start by heading over to the orders page and finding the order that needs our attention.
When we’re on the order page we can start a new return or refund by clicking on the “+ New Return / Refund” button.
From here we’ll be presented with the return and refund page.
The top of this page displays all of the products in the order, as you will see all of the items have a dropdown selector for the quantity, with all of them currently showing as “0”. You will also notice that the “restock” checkbox is selected by default and that the exchange button is currently disabled.
If we change one of the product quantities we’ll see the “exchange” button is now available, as we are telling the system that this is the item in the order that is going to be returned.
Clicking the exchange button will present us with the product picker, allowing us to easily search our inventory for an item to exchange.
The restock option will add the item back to your inventory.
Towards the bottom of the page we’ll see the “Payment information” section where we can offer a refund for the item(s) being returned.
You can combine refunds and exchanges where needed.

How do I create a new order in the admin?
New orders can be created directly from the admin, this can be useful if a customer places an order over the telephone or any other method that is not directly from the storefront.
To create a new order we’ll first navigate to the orders list page and click the “+ New Order” button at the top of the page.
Next we’ll be present with a similar screen to the order details page just without a customer or any products.
How do I add products to the order?
In order to add products to the order we’ll click the “+ Add Items” button located in the items box. Clicking this button will launch the product picker allowing us to search, filter and select the products we want to add to this order.
Within the product picker we can find the first product we need to add to the order, click on the row to be presented with the product’s variants. Ticking the box to the left of the variant name will add the item to our temporary cart.
Next we’ll find and add any other products required to our cart. You will notice as we are ticking products to add to our order they are shown in the center of the product picker footer.
Clicking the items in the footer will show us all of the products in our temporary cart, along with the ability to change the quantity and remove items. When we’re finished selecting the products we can click the “Add Products” button to close the product picker and add the products to the order.
How do I add a customer to the order?
Now we’ve added the products we can move onto selecting or creating the customer that this order is for.
The first option is “Guest customer”. This option should be used when the customer does not already exist in the system. We only need an email address in order to process the order however we do have the option to create a new customer account using the email address we provide.
If the customer already exists in the system we can click the “Existing customer” option and then search for the customer using the search box provided. Selecting a customer from the list will then add the customer to the order.
You will also notice that for both types of customer selection we have the option to send an order confirmation email to them by ticking the box at the bottom of this section, this option is selected by default.
How do I add billing information to the order?
Now we’ve added a customer we’ll need to set the billing address. To do so we’ll navigate to the box below the customer information on the right hand side.
If we have selected a customer in the previous section we can select any addresses they have saved from the drop down menu at the top of the box, if this is a new customer or the customer does not have any addresses saved, then we will be presented with only the address form.
How do I apply a discount code to the order?
Orders created using the admin also have access to the same discount codes as the storefront. In order to use a discount code we’ll navigate to the discount section of the page, located below the items box on the left hand side. From here we can enter the discount code and click “Apply”, we’ll be notified the discount has been applied and the page will update.
How do I ship to an address that is different to the billing address?
By default the order will be shipped to the billing address. We can override this by navigating to the shipping information located at the bottom of the left column and selecting the “Ship to a different address” option.
When we select this option the form for the shipping address will be displayed and we just need to fill out the information.
What are order notes?
In the bottom right hand corner we have a section named notes, from here we can add notes to the order. Notes added to an order are saved as private comments that cannot be viewed by the customer.
Notes can be helpful to you and other users of the admin particularly when the order has been placed over the telephone.

What are the payment and allocation indicators?
All orders have a few different statuses associated with them. These statuses are shown on the order page with an indicator.
Indicators are displayed at the top of the order page and give you a quick overview of any actions that could be needed for a given order.
When an order is successfully placed there are three statuses set for the order these are;
Paid- The order has been paid for by the customer - Unallocated- The stock has yet to be allocated - Unfulfilled- The order has not yet been fulfilled
Actions taken on the order will automatically update these statuses. For example when an order fulfillment has been processed the last two statuses will update to;
Allocated- Stock has been allocated and removed from your inventory - Fulfilled- The order has been fulfilled and is on it’s way to the customer.
The payment and allocation indicators cannot be updated manually and instead depend on actions being performed on an order before they update.

What are order comments and how should I use them?
Orders in the admin have an option to add comments, these are displayed towards the bottom of the order page.
Order comments should be used to provide further information – to yourself and anyone else using the admin – regarding the order, customer or anything else that may be relevant.
Order comments are not shown to the customer by default and are for internal use only.
Comments can be shown to the customer by ticking the “This comment can be viewed by the customer” box, this will display the comment to the customer as part of their order when in the storefront account area.

What is the order status history?
Every order within Aero has an order status history, displayed in the bottom right hand corner of the order screen.
The order status history allows you to quickly see how the status of an order has changed over time, showing the previous status and the new status along with which admin user made the change and date the change was made.
The order status history box will also allow you to resend the confirmation email, this is useful if the customer did not receive an order confirmation or if they have lost the confirmation email.