When you log into your Trellus Dashboard, you'll see the Marketplace Orders card. This will give you a quick overview of the number of Marketplace orders your store has. By understanding how to navigate the Orders page, you can streamline your workflow and ensure timely, accurate order fulfillment.
The menu bar on the left hand side of your dashboard will also take you to the Orders page. The number of new orders showing, are orders you have in Needs Attention. These are orders that need quick action from you. We ask that you approve, modify or decline these orders within 1 hour to ensure a smooth experience for your customers. If no action is taken within 48 hours of the order being received, they will automatically cancel.
Understanding your Orders Management Page:
The Orders Page offers Marketplace merchants:
- Order Management: Merchants can view and manage all Marketplace orders in a single, convenient location.
- Streamlined Fulfillment: Merchants can quickly access customer details, order notes and information to ensure efficient order processing.
Looking at the top menu bar, you'll notice different tabs which you can switch between.
- Needs Attention:This tab contains new orders that require immediate action—whether to accept, modify, or decline them. These orders are a top priority and need quick responses. If no action is taken within 1 hour, you will receive an e-mail and text message reminding you to take action. If no action is taken within 48 hours, even if your store is closed, the order will be automatically canceled.
- Current: The Current tab displays orders that are in progress and awaiting fulfillment. This is where you’ll spend most of your time managing active orders to ensure they are processed and completed efficiently. You will also be able to cancel and fully refund on this page by clicking the 3 dots on the right.
- Archive: This is where all your completed, fulfilled, and canceled orders will live.
- All: The All tab will allow you to view all of your marketplace orders, regardless of their order status. This includes orders from every other tab, offering a complete history of your orders over time. It’s particularly useful for reviewing your entire order activity in one place.
You will also notice the Sort drop down, which gives you options on how to view your orders.
If a new order requires communication with the customer in order to be fulfilled, click the Modify button. This will open a window where you can write in a message to alert your customer about the reason their order is on hold. For example, if the requested color or size is unavailable, you can inform the customer and suggest alternative options. Please note that for any item you wish to swap, the subtotal can only increase by 10% more than the original subtotal. If the replacement item has a price 10% more than the original item, the customer will need to place a new order, as the original credit card authorization only covers the approved amount. After you place the order on hold, please call or email your customer ASAP to resolve the issue.
After placing the order On Hold it will be moved to your Current orders tab. You will then be able to Edit (to cancel or swap out an item of similar or equal price) or Accept the order as is.
Understanding the stages of an order:
The current tab is likely where you'll spend most of the time managing your orders. Here you'll be able to:
- see which orders are for in-store pickup or delivery
- When the order is due to be sent or picked up by.
- Edit an order to replace or remove an item
- Tell the customer the order is ready for pickup
- Create a Trellus delivery, which will send it to our delivery system and have a driver dispatched. (Only create a delivery once the order is actually ready)
- Print a Trellus delivery label
- Easily see a customer's order note
Stages of and order:
- Submitted: For new orders needing attention
- Accepted: Order was accepted by the merchant and is awaiting fulfillment
- On Hold: Order has an issue or needs modification. Message was sent to customer, waiting for them to respond in order to proceed.
- Ready: Ready for pickup; awaiting customer.
- Canceled: When an order is canceled, it will be moved to the Archive tab
- Complete: The order was either picked up or delivered to the customer
When you're ready to accept the order, a window will open for you to leave a note for yourself. This will live on the order details page and your customer will not see this note.
Now that the order was accepted, if it's a delivery order, you'll be able to Create a Delivery right from this page to be sent via Trellus. Click here to learn more: Creating A Delivery From A Marketplace Order
If the order is for in-store pickup, you'll have to press Ready to alert the customer it's time to come to the store and pick it up. To learn more about pickup orders: Marking An Order Ready For Pickup
On the top right you'll see the Expand Order Details toggle. When enabled, this feature provides a more detailed view of each order directly on the overview page, allowing you to more information without clicking into individual orders.
You'll now see your customers delivery address and the products ordered in a real user friendly quick view. This information is also available on the customer's order details page. Clicking the order number will take you to the customer's order details page.
To learn more, please see: Understanding The Customer Order Details Page
If you have any additional questions, contact our support team for assistance by using our chat bot on the bottom right of this page or our Contact Form here!