Understanding The Customer Order Details Page

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When you click into an order you'll be brought to the customer's order details page. This page is designed to give you a clear, organized view of all the essential information related to a specific customer order. Below, we’ll break down each section of the page and what it tells you.

Order Overview & Fulfillment Details

  • Order Number: At the top of the page, you’ll see the Order # 
  • Order Status:  The current status of the order will show at the top of this page. The status indicates the stage of the order in the fulfillment process.
  • Create Delivery: This button will start the delivery request process to dispatch a Trellus driver to your store.
  • Refund or Cancel Order: Pressing the 3 dots next to Create Delivery will open a drop down that will allow you to Refund all or part of this order or Cancel and refund the entire order.
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  • Order Date and Time: Directly below the Create Delivery button, you’ll find the date and time the order was placed (ex: Ordered Dec 23, 1:00 PM).
  • Delivery Method: Indicates if the order is being delivered or picked up.
  • Fulfillment Date: The planned date and time for the delivery or pickup.
  • Action Prompt: If the order needs to be processed immediately, you’ll see a note like Send Today or if it's past due, it will say so here, in red.

 

Product Summary

This section displays the items included in the order:

  • Product Name: Each item’s name and photo are listed.
  • Quantity and Price: Shows the quantity ordered and the price per item.
  • Subtotal: The total cost of all products before taxes, fees, and gratuities.

Customer Notes: If the customer has added any special instructions or requests, they will appear here in a highlighted box.

 

Payment Breakdown

This section provides a detailed summary of the payment:

  • Subtotal: The total cost of the products.
  • Delivery Fee: The cost of the delivery. 
  • Tax: Any applicable taxes for the order.
  • Driver Gratuity: The tip provided by the customer for the delivery driver. 100% of all tips go directly to the driver. (On pickup orders, this will say Gratuity and if anything is added here, 100% of it will go to the merchant - the customer is aware of this as the checkout page will also say Merchant Gratuity on pickup orders.)
  • Total: The final amount charged to the customer, including all fees.

For more information on fees and taxes please see: How Are Taxes and Fees Charged and Collected? & Understanding fees on the Trellus Marketplace

 

Payment Method: At the bottom, you’ll see the payment method used for the order

 

Customer Information

Details about the customer who placed the order:

  • Customers Contact Info: The customer's (person who made the purchase) full name, e-mail address and phone number.
  • Delivery address: The name, address, phone number, and e-mail address of the recepient. Sometimes this will be different than the customers name and address.

To learn more about managing your orders, head over to: How To View and Manage Marketplace Orders

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!

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