Orders - Module Overview

Overview

The Orders module allows you to view all successfully completed orders, all abandoned orders, and the information associated with them. The Orders module serves as a way to have insight into the orders you receive and, if you’d like, to contact customers again who have abandoned their orders.

What is an Order Type?

An Order Type is dependent on the checkout configuration.

• Order: A regular order that has been confirmed to be serviceable and will be created with a PENDING account status.
• Request: These orders will receive a “We’ll get back to you to confirm availability before proceeding.” These accounts will be created with a LEAD account status.

What are the Statuses?

There are 3 statuses that will be available when an order is processed: Processing, Processed, and Completed.

• Processing: This is the original status of an Order that is received. This means that, if applicable, the Ticket, Work Order, Account, Workflows, etc., are being created. The system is essentially processing the order.
• Processed: This status is automatically updated once the processing has run its course.
• Completed: This is a manual action, unless you have unique automation to support this, that is taken once the processed status no longer applies.

When does an order go into the Abandoned Orders tab?

Orders must make it to the “enter your email” stage of the Checkout flow before being tracked. Once the email is captured, which succeeds the address verification and the plan selection, then if an end-user abandons their checkout flow, gaiia will begin to monitor it. If, after 24 hours, there is no completion of that unique checkout session, gaiia will capture the contents of the session and populate them into the Abandoned Orders tab.

What can I do with the Abandoned Orders tab?

The Abandoned Orders tab will allow you to reach out to customers who have abandoned an order. By clicking the Ellipsis menu on the right hand side of the order, you'll be able to click the button Share link to resume order. This will allow you to copy the URL to that specific session, restore the information that was there, and allow the customer to pick up where they left off.