PrestaShop orders

How to Manage Orders in PrestaShop

Every online store owner hopes to get customers on their online store and get orders from customer, so order management must be the fundamental pert of any e-commerce platform. PrestaShop admin panel has all the required features for managing orders placed from the customers. There is a dedicated section for managing orders in PrestaShop admin that lists all the orders placed on your store regardless of their status.

From there you can check the order details as well as perform various actions such as change order status, change products or quantity of products, apply discounts, change shipping and billing addresses, send any message to customer etc.

Access Order Section in PrestaShop

To access the order section in PrestaShop and view the list of all orders placed, navigate to Orders->Orders in the PrestaShop admin panel. The page that open will have the list of all the orders place on your store

PrestaShop Orders Page

 

The list of orders in PrestaShop shows the ID number of the order, the reference code, Delivery – the shipping country, the customer name, the total value of the order, Payment method used, payment status and date order was placed.

To view the details of a PrestaShop order, click on the row of the particular order or its View button. Doing this will open the order details page with several blocks with information and options

PrestaShop order details

 

The top bar of the order details page display information about the order like order date, total amount, messages sent to customers and number of products ordered.

 

PrestaShop Order Details Section

The first section on the order detail page on left hand side is order detail section. just above the block there are a few buttons with which you can do various things. There are arrows on the top right which can be used to navigate to next and previous order details. There are also buttons to print the order information, view PDF invoice, the delivery slip and button for partial refund:

 

PrestaShop order status section

 

The available buttons are as follows:

  • Print order -This button is use to print the order information, clicking this will open the print dialog box. This is button is always available regardless of the status of the order.
  • View invoice -The invoice of the order is automatically generated as soon as the order status is changed to Payment Accepted. When you click on this button the invoice will be downloaded to your local computer.
  • View delivery slip -This button is only available after the delivery slip is generated. This happens automatically when the order status is changed to Processing in progress or Shipped. To download and view the delivery slip click on this button.
  • Partial refund  – This button is available after the order status is changed to Payment Accepted. This is use to refund any of the  products in the order. Clicking this button will takes you to the Products block on the same page. From where you can do the product refund function for the customer.
  • Standard refund – This option is only available when merchandise returns are enabled ( from Customer Service -> Merchandise Returns ) and order is not yet shipped. Clicking this button will takes you to the Products block on the same page. From where you can do the product refund function for the customer.
  • Return products – This option is only available when merchandise returns are enabled ( from Customer Service -> Merchandise Returns ) and order status is set to Shipped. If any customer return any of the products he has ordered then you can use this button to mark the products as returned and re-stock the product in catalog and generate a credit slip and/or a voucher code for the customer. Clicking this button will takes you to the Products block on the same page.

 

PrestaShop Order Status and Documents

In the order details section,  you can see the current status of the order and there’s a drop-down menu with which you can change the status of the order

PrestaShop Order details section

To change the order status of the order, select it from the drop-down and click on the Update Status button.You can set the next status of the order according to the current status. For example, After the products of the order is dispatched to the customer you can change the status to Shipped, and after the customer receives the order you can set the status to Delivered.

Depending of the payment method used the status may be automatically set to Payment Accepted. For example, if the payment method is online payment like PayPal or internet banking and payment is successfully done by the  customer then payment status is automatically updated to Payment Accepted. With other offline payment methods like bank wire, check or cash on delivery, you need to change the payment status manually after the payment is received.

Customers can view the status of their orders from the Order History section of their accounts page on the PrestaShop frontend. Depending of the status of the order, PrestaShop will send an email to the customer when the status of order is changed. For example, when the order status is changed to Payment , an email  will sent to the customer but when order status is changed to Delivered no email will  be sent.

 

The same section has a tab for the Documents. where we can see all the documents associated with the order.

PrestaShop order documents

This section contains the documents associated with the order like invoice and delivery slips etc.  you can download/view the document in PDF format by clicking on the reference number of the document. As we have leaned in the last section, the order invoice is generated automatically when the order status is changed to Payment Accepted, and delivery slip is generated when the payment status is changed to Processing in progress or Shipped.

There will be no invoice if the payment status is not changed to Payment Accepted, but you want to generate an invoice then click on the Generate invoice button below. This will generate the invoice for the order and button will be removed once invoice is generated.

If you want you can also add some notes regarding the invoice. To do this, click on the Add note button next to the invoice and a text button will appear where you can enter your custom notes. This note will be added to the PDF invoice .

 

Customer Information Section

On the right side of the order details section there’s a customer section, which displays the information about the customer who has placed the order

PrestaShop order messages

 

The customer information section shows the name and email address of the customer, the date the account was registered, the number of valid orders placed and the total amount spent since registration i.e the total of all order placed. To view the details about the customer who has placed the order click either on the customer name or the button View full details. It will take you to the customer details page that shows the full information of the customer.

In this section there’s also a text box labelled as Private Note, that you can use to add private note that will be displayed to all the employees of your store. Just type the text the text area and click on Save  button to save it. This note is only visible inn the admin panel. Its not sent to the customer and do not get confused with the messages that’s send to the customer via Messages section on the same page or from Customer -> Customer Service  in the admin panel.

 

Messages Section

The section just below Customer Information section is Messages section which can be used to send messages to the customer.

PrestaShop order messages

 

You can use this section to type a message that can be viewed only by the employees of your store or to send the messages to the customer. You can enter any messages regarding the order. It contains the following options

  • Choose a standard message – You can use this option to send predefined messages that you have configured earlier. You can select the messages from drop-down and send it to the customer. This is useful for sending standard messages like apology for delay etc. These predefined messages can be added or edited from Customer Service -> Order Messages also there’s a link named Configure predefined messages below the drop-down. Clicking this will take you to the Customer Service -> Order Messages page.
  • Display to customer? – this option is used to select whether the messages should be send to the customer or not. By default it is set to no. This means the messages will only be visible to the employees of your store in the admin panel from Customer Service -> Customer Service. If you set this to yes then the message will be sent to the customer email address. It can also be viewed on order details page of the customer accounts on PrestaShop frontend.
  • Message – You can type the message here in the text area, if you have not selected any predefined message. You can use to text area to edit any predefined message also before sending it to customer.

After you have entered all the information, you can click on Send Message button to send the message to the customer.

 

Shipping and Merchandise Returns Section

The section below the Order Details is Shipping and Merchandise Returns section shows shipping information and information related to merchandise returns. The section contains two tabs one for shipping and other for merchandise returns. The shipping tab displays the carrier used for shipping, the weight of the package and the shipping cost

PrestaShop order shipping merchandise returns

Recycled packaging and/or Gift wrapping is used or not is also indicated below. Using the Edit button you can update the tracking number of the shipping carrier.

The Merchandise returns tab display a list of product returns along with the current status of the return. If the customer has requested return of one or more products from the order,  it will be listed here

PrestaShop order merchandise return

 

Merchandise returns are listed here only if customer has initiated the return of any products from their account settings from the PrestaShop frontend. Merchandise return are disabled by default in PrestaShop admin. You can enable it from Customer Service -> Merchandise Returns from PrestaShop admin panel. You can also view all the merchandise return and change the status of any return.

 

Shipping and Billing Addresses Section

The section below the Customer Information is Shipping and Billing Address section which displays the shipping and billing address of the customer, they can be different in some cases. The section contains two tabs one for the shipping address and other for the billing address.

PrestaShop order shipping address

A customer may have more than one address associated with their account, they also have choice to select different addresses for shipping and billing.

From this section you can change the shipping and billing address by selecting the registered address associated with customer from the drop-down and clicking on Change button. You can also edit the address by clicking on the Edit button, this will open a page with the form to edit the customer address. If you want to add a new address for the customer, you can do it by navigating to Customers -> Addresses in the admin panel. To learn hoe to manage customer address, check our tutorial Managing Customer Address in PrestaShop.

 

Payment Information Section

The section below the Shipping and Merchandise Returns is  Payment Information section which displays the information about the payment method used, the amount paid and the invoice number issued for the order.

PrestaShop order payment information

Clicking on Details button will give you more details about the payment.  You can also add the payment manually, if the payment has not yet done.To do so enter the date, payment method, transaction id if any and amount and click on add button to add the payment.

 

Products Section

The bottom section of the page is Products Section which displays the products of the order. Each product row displays its image, quantity ordered, refunded,  returned, available quantity and total amount for the product. If the product is a customizable product and customer has uploaded any file to the product to customize, they are shown under the product.

 

PrestaShop orders products section

If you click on the image for the product customization then the product will be downloaded in its original size. For more information on managing product customization check our tutorial Managing Product Combinations in PrestaShop.

Using the buttons on the product section we can do certain things. If the status of the order is Shipped or Delivered, then  you cannot add more products or remove products from the order.But if the order are in earlier stages than Shipped, then you can do these things.

 

Edit Price and Quantity of Ordered Products

As I have mentioned earlier, if the status of the order is earlier than Shipped, then we can edit the price and the quantity of products. To do so, in the Products section on the order details page click on Edit button for a particular product

PrestaShop order product edit

 

When you will click on the Edit button some fields will appear using which you can edit the price of the product tax included and excluded as well as the quantity of the products ordered

 product update

If you want to do any changes then enter the values in the field and click on Update button otherwise click on Cancel to revert any changes.

 

Delete Products from an Order

To delete products from the order, in the Products section on the order details page click on the arrow next to the Edit button and from the drop-down that appears click on Delete button for a particular product

product delete

When you click on Delete button a pop-up will appear confirming you to delete the product. Remember that you can only delete a product if the status of the order is earlier than Shipped like Awaiting payment, Payment accepted etc.

Add Products to an Order

You can even add new products to the order from Products section. To do so, click on Add a product button below the products list.

PrestaShop order add product

Clicking this will display some fields:

add product

You can search for the product in the search field and select the desired product from the product list that appear. When you select any product the field for the price will be automatically filled with the price of the product. You can edit the price of the product as well as quantity also. After you have entered the values click on Add button to add the product to the order.

As mentioned earlier you can only add a product if the status of the order is earlier than Shipped like Awaiting payment, Payment accepted etc. As soon as the order status is changed to Shipped the button to add products to order is removed from the section.

Add Discounts to an Order

You can also add discounts to an order from the Products section. To do so click on the button Add a new discount

add product

This is display a section for the discount with few fields

add discount

Enter the name of the discount in the Name field and select the type of discount from the Type drop-down. The discount can either be percentage of the billing amount or a fixed amount or you can even offer free shipping to your customer. In the Value field enter the amount of the discount either in percentage or fixed amount depending of the Type selected.  If you select free shipping as the discount type then the Value field will be removed. After you have entered the values click on Add button to add the discount.

You can even add more than one discount to a order by clicking the Add a new discount again. If you want to delete any discount you can delete it by clicking on the link Delete Voucher next to the discount in the section.

delete discount

 

A discount can be added to the order anytime regardless of the order status. So if you add discount to an order after the payment is accepted then you will have to return back the amount of discount back to the customer.

 

Returned Products

If a customer returns one or more products from the order then you can mark the products as returned  in the order. This option is only available when merchandise returns are enabled from Customer Service -> Merchandise Returns and order status is set to Shipped or delivered.  To do so, click on the button Return Products in the order details section on the top of the page. When you will click this button, you will be brought down the same page to the Products block. A check box to return product will be available for each ordered products also there will be text box to specify the quantity of product returned. There will be some options available at the bottom with check boxes.

return products

To mark a product returned, check the checkbox of a particular product in the list and also enter the number of products returned in the text field next to the check boxes. The options at the bottom after the product list are as follows:

  • Re-stock products – you can use this check box to put the returned products back in the stock list.  This will put the product back into the stock of the product.
  • Generate a credit card slip – If you want a credit slip to be generated for the customer, you can do it by checking this check box. This will create a credit slip for the amount of product returned. All credit slips can be viewed and downloaded from Orders -> Credit Slips in the PrestaShop admin panel.
  • Generate a voucher – if you want a voucher code to be generated for the customer, you can do it by checking this check box. This voucher code can be used by the customer for getting discount for their next order.  To view and manage voucher go to Catalog -> Discounts or you can also got to Customers -> Customers and click on particular customer in the list of existing customers on the page. The vouchers of the customer is shown on the customer details page in Vouchers section. To learn more about managing vouchers in PrestaShop visit our tutorial Managing Cart Rules in PrestaShop.

If you generate a credit slip or voucher, PrestaShop will automatically send a mail to customer regarding this. Customers can view their credit slips and vouchers from PrestaShop frontend on their accounts page.

Generating a credit slip or voucher code will not mark the returned product as refunded. You can do this by using Partial refund or Standard refund buttons on the top of the page.  Also if a product is refunded then you will not be able to mark it as returned where as returned product can be marked as refunded.

 

Partial Refunds

You can refund the full price of the product after the customer has returned the product or a part of it even the customer doesn’t return the product. If  you have marked a product as refunded. then you will not be able to mark it as returned. You have to mark the product first as returned and then refunded, then only product will be marked both returned and refunded.

To partial refund a product, click on the button Partial Refund in the order details section on the top of the page. When you will click this button, you will be brought down the same page to the Products block. A check box to return product will be available for each ordered products also there will be text box to specify the quantity of product returned. There will be some options available at the bottom with check boxes.

 

partial refund

There are two options available for each product

  • Quantity – enter the quantity of the product that you want to refund. By default the quantity is the ordered quantity of the product.  If you don’t want a product to be refunded, make sure to enter 0, otherwise it will be refunded if you will leave the field blank.
  • Amount – enter the amount that you want to refund to the customer. It can be full amount or the part value of it. If you leave the field blank the amount of the quantity selected for refund will be refunded.

The options at the bottom after the product list are as follows:

  • Re-stock products – you can use this check box to put the refunded products back in the stock list.  This will put the product back into the stock of the product. If you have already re-stocked the product while using Return Products, don’t do it again, otherwise product will be added twice to the stock.
  • Generate a voucher – if you want a voucher code to be generated for the customer, you can do it by checking this check box. This voucher code can be used by the customer for getting discount for their next order.  To view and manage voucher go to Catalog -> Discounts or you can also got to Customers -> Customers and click on particular customer in the list of existing customers on the page. The vouchers of the customer is shown on the customer details page in Vouchers section. To learn more about managing vouchers in PrestaShop visit our tutorial Managing Cart Rules in PrestaShop.

After you have entered all the information, click on the button Partial Refund. This will mark the product as refunded and it will be indicated on the product list also. On PrestaShop frontend account page of the customer refunded product status are not show. Not even an email is sent to the customer after you refund a product from PrestaShop admin panel unless you set the status of order to Refunded. So make sure to change the status of order to inform the customer about the refund.

 

Standard Refund

In the Products block, there’s  a button Standard Refund that is used to mark the product refunded. This option is only available when merchandise returns are enabled ( from Customer Service -> Merchandise Returns ) and order is not yet shipped. Clicking this button will takes you to the Products block on the same page. From where you can do the product refund function for the customer. If the order status is Payment accepted or Preparation in progress, then Standard Refund will be available else if order status is Shipped or Delivered, then the button for Standard Refund will no longer be available.

standard refund

For each product in the list there will be a check box to mark the product refunded and a text box to enter the amount. check the check box will automatically enter the quantity of products entered in the text box. If the customer has ordered more than one quantity of a product, you can change the quantity refunded in the check box. In Standard Refund the whole amount of the product is refunded, you can’t refund a part amount like Partial Refund.

The options at the bottom after the product list are as follows:

  • Generate a credit card slip – If you want a credit slip to be generated for the customer, you can do it by checking this check box. PrestaShop will automatically send an email to the customer regarding the amount refunded. All credit slips can be viewed and downloaded from Orders -> Credit Slips in the PrestaShop admin panel.
  • Generate a voucher – if you want a voucher code to be generated for the customer, you can do it by checking this check box. This voucher code can be used by the customer for getting discount for their next order.  To view and manage voucher go to Catalog -> Discounts or you can also got to Customers -> Customers and click on particular customer in the list of existing customers on the page. The vouchers of the customer is shown on the customer details page in Vouchers section. To learn more about managing vouchers in PrestaShop visit our tutorial Managing Cart Rules in PrestaShop.

After you have entered all the information, click on the button Standard Refund. There is no options available for re-stocking the product as Standard Refund  are performed before the orders are shipped so they are automatically re-stocked.  After the return is performed, don’t forget to change the status of order to Refunded.

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