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.
• Pre-Order: These orders will receive a Pre-Orders are available in your area. These accounts will be created in a Pending Pre-Order account status.

Understanding the Statuses

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

• Processing: This is the original status of an Order that is received. This means that, if applicable, the Ticket, Work Order, Account, Workflows, and related records 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.
• Rejected: This status will appear if an order comes through the checkout and any of the following criteria are met:
  • The address, email, and phone number match an existing account within gaiia.
  • The payment method is declined or invalid.
  • The contact information being used is linked to an existing Delinquent Account within gaiia.

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. Orders are only tracked once they reach the "Enter your email" step, which follows address verification and product selection. Because the email is captured right after the products are selected, you can monitor any session abandoned from that point onward. If the checkout session isn't completed within 24 hours, its contents are captured and added to the Abandoned Orders tab.

The abandoned order will also create an entry in the Order Details report. You will find the entry will have an Order Status of LEAD, not to be confused with the Account Type status.

The information available for each abandoned order depends on how far the customer progressed in the signup flow. If they dropped out early you may have limited contact data, while customers who progressed further may have more details captured.

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 will 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.

You are also able to export a .csv file of the abandoned orders. However, only customers who have opted in for marketing communications will appear on the list.

The ability to use Share link to resume order is exclusive to gaiia's white label checkout.