Customer Ordering
Why are some orders green within the hold and release program
Orders within the Hold & Release program that show a green filled box indicate customers that have used the Postcode look up feature when placing an order instead of entering their address manually:
PayPal FAQs
Q: Is Paypal available to non-UK customers? A:Yes, PayPal is available to non-UK customers as it is accessible in over 200 countries and regions.Users in different countries can send and receive payments across borders, though international fees and ...
Cannot Cancel Order
Getting an error message when trying to cancel order If you are receiving this error then it is likely the order is sat in pick ready to be despatched. To ensure that the order does not get despatched while the order is being cancelled elsewhere - ...
Despatching Gift Cards
Any online orders that have a gift card within them will automatically show within a separate program called 'Gift Card Activation'. Once you have processed the order as usual with any non-gift card items, you'll need to activate the gift card before ...
Customer Ordering - Exchange
Processing an amendment to an order that has not been despatched On some occasions there may be the need to complete an amendment to an order prior to depatching. Either the customer has called up to advise they ordered the wrong size or something is ...
Click and Collect with PayPal
Due to an agreement with PayPal, and to ensure full buyer and seller protection, we are unable to offer Click and Collect as a delivery option for orders paid via PayPal. This measure is in place to safeguard both our customers and the business, as ...
UAE - Card Payment Issues
Unfortunately, cards issued by banks in the UAE cannot currently be used to complete transactions. Our payment provider, Optomany, has confirmed that these cards are declined with the message: "Transaction Declined - Restricted card (region)." If a ...
Unable To Return Order
Issue When trying to process an return, it shows there is 0 quantity to return. Solution This issue is normally caused by someone processing the return but then stopping/closing the web page without clicking the 'abandon' button. This essentially ...
Maximum Quantity / Order Value
You are able to limit online orders by either quantity of specific items and/or total order value. To set up the maximum order value, this can be found in the Web Specific tab in System Configuration: To set up a maximum quantity per order you will ...
Turkey - Card Payment Issues
This is an issue with cards issued in Turkey, consumers have to contact their card issuer and ask that their card be enabled for online use. There are a few articles online about it but this one touches on the subject -> ...
Additional Postcode
Issue When entering an Additional Postcode charge, all other services are removed leaving only the inflated service. Solution When there is an additional postcode the system will then offer that service as the Default Service. If you were to apply a ...
Countdown Clock For Mobile
The countdown clock feature is presently limited to desktop use. To propose its inclusion in a future Back Office update, please raise a request through the Ideas Forum.
Item is showing online when it should not
If a product is showing online but you belive it should not be then it is due to be set up to show on web and mobile. The setup sits in Catalogue Codes. Navigate to Catalogue File Maintenance under Customer Order Setup Click into Catalogue Codes ...
Releasing/Identifying Orders Held for Kit Launch
Scenario: Customer has rang the store asking for update on their order which turns out to be held as part of a kit launch. Club is curious to know why and to see if other similar orders can be identified. Answer: Firstly check the order items to This ...
Example of Commodity Codes
When shipping goods in or out of the UK all goods need to be declared for Customs purposes. Prior to Brexit declaring goods as Sporting Items was sufficient but now, we need to be more specific. Goods must be broken down into different Commodity ...
How to Deduct VAT on EU Countries
In order to start deducting VAT against EU countries following Brexit you will need to make some changes against all EU countries in File maintenance -> Countries. From within this program you will need to click "change" against each of the ...
R&SS Brexit Changes
Carrier Updates Please read the sections relevant to the delivery carriers that you currently use as this will point out any steps you need to take to ensure you are ready to ship orders to Europe. Intersoft If you currently use any services that run ...
How to place a Telesales Order
To place a Telesales order, first navigate to the Telesales menu which can be found under Customer Ordering. Once in the Telesales program you should see a screen similar to the below. Browse the products that the customer wants to purchase, either ...
Releasing Paypal Pending Orders
When a customer decides to pay using PayPal eCheck you will notice the order cannot be released in the normal way and the status is PayPal Payment Status: Pending. This is because the customer has not yet paid for the goods at the time we create the ...
How to Give a Customer Compensation Against a Despatched Order?
Select customer returns on the Customer Ordering Menu. Enter the order number and press Search. Enter the value you wish to refund as compensation and select a reason from the drop down list. Enter No to refund the postage. Press the Update button. ...
How Do I Manage Customer Messages?
Back Office Main Menu From the back office go to the customer ordering and select Customer Messages. Customer Messages Main Page From the main screen of Customer Messages you can see the latest customer queries that have come in. By default it will ...
How Do I Blacklist Words and Special Characters?
You can blacklist specific words, but this must be done manually. Words such as hookups and cryptocurrency may be blacklisted. Other words are difficult to blacklist. For example, we can't blacklist sex because of words such as; Essex, Middlesex, ...
Customer Cancellations
To cancel an order or line within an order you will need to go into Customer Order and Line Cancellation in Customer Ordering: Enter the order number or find using the various search fields If you search for the customer you will then see all the ...
Customer Returns
Customer Returns Enter the order number or find using the various search fields, the order will be displayed as follows: Press select against the items you wish to return. The item will be displayed as shown above, you will need to enter the quantity ...
Customer Order Hold/Release
The system is generally set to put all orders automatically on hold therefore the orders have to be released to be able to process. To release orders select the Customer Order Hold/Release program from the Customer Ordering menu option. Select the ...
How Do I Process Programme Subscription Orders?
Processing Programme Subscription orders When you have an order that contains a programme subscription it should be released in the usual manner. Once the order has been released the item will be marked as completed in the system so that you do not ...