Processing an Order with Products

 

This article provides instructions for managing orders that include any shippable items. Such orders will appear with status Processing and require completion of the 'Ship' step—to be performed whether you are shipping products or delivering them in-office. Once marked as shipped, the order will be considered fulfilled and will reflect a 'Complete' status. 

 

 

 

 

IF YOU DON’T CLICK THE 'SHIP' BUTTON AND 'SUBMIT THE SHIPMENT', YOU MAY EXPERIENCE UNFORESEEN PROBLEMS AND INACCURATE REPORTING FROM YOUR STORE.

 

From your OneLogin dashboard, click the Shop Manager tile to launch Shop Manager. Click on Orders in the sidebar menu to see the orders.

 

 

You will see the orders listed. 

 

 

 

If you are looking for a specific order, you may Sort, Search and/or Filter the list to assist you in locating the order or orders you wish to view.

 

Sort:  Click on any column heading to sort the list by that column. Click the column heading a second time to reverse sort.

 

Search:  In the Search box, enter an Order ID, First name, Last name, Email address, or Order Status, then select the appropriate field from the pulldown list. If the field you are searching is already displayed, then hit the Enter or Return key to process the Search. To clear a search, click the 'X' in the search box. 

 

Filter:  Click the “Filter by” button to filter the list by Order Date (enter a range), Name, Email, Order Status, and/or Customer Group. If your store is integrated with your Patient Management System (PMS), you will also see PMS-appropriate filters related to the Sync Status of the order.

 

These filters may be applied in combination.  After selecting the filter(s) you desire, click the Apply Filters button at the bottom of the Filter By sidebar.  You will see the active filters at the top of the Filter By sidebar, and in the main list you will see a number in a circle indicating the number of filter fields applied to the current view

 

To remove the filters, click the Reset button at the bottom of the Filter By sidebar. You can also click the "x" next to the individual filters shown at the top of the Filter By sidebar. 

 

 

 

 

 

Once you have located the order you wish to view, click View More, which will expand the order details into a tabbed display.

 

Step 1: Review the Order Details

 

The first thing you should do is review the order and understand who placed the order, what they ordered, and what shipping method they chose. If the customer checked out without registering for an account, they checked out as a Guest and the “Order and Account Information” tab will indicate “Not Logged In” for the Customer Group. If they registered for an account on your store, the Customer Group will show the Group Name associated with your store.

 

If a registered account user, you will also notice Rewards Points information in the payment area of the order information if you offer a Rewards Program, which you will not see if they checked out as a Guest. Please note that customers who check out as a guest will receive an email asking them to create an account, however they won’t start earning Reward Points until they place a future order.

 

IMPORTANT NOTE: Remember to always be on the lookout for fraudulent product orders. We have published a brief document “Tips for Avoiding Fraud” which should be read and completely understand before you begin processing orders on your new store. If you have any questions about suspected fraud, please submit a support request.

Step 2: Mark the Order as Posted to your Practice Management System (Optional)

 

We recommend that you use your Practice Management software (Nextech, ModMed, etc.) as the primary record of purchase for all orders, including online orders, which will help keep your bookkeeping and patient records in order.  For every order that you receive on your online store, you should post the order information to the patient's account in your practice management software.

 

To make this process easier, we have some integrations available that will automatically sync order information from your DermPRO store to your PMS. However, if your store is not integrated with your PMS, you may use the Delivery field in DermPRO to keep track of whether or not you have “POSTED” the transaction to your PMS. To update the Delivery Field, simply click in the box under the POSTED column.

 

 

You will be shown a modal window and required to confirm that you want to mark the order as posted

 

 

You may also mark multiple orders as POSTED at one time. From the Orders list, select more than one order, using the checkboxes on the left. Once you have selected any of these checkboxes, you will see a POST button appear at the top of the list, in the upper right corner. Click the POST button to post all of the selected orders at one time.

 

To UNPOST any order that you may have mistakenly marked as posted, simply click the POSTED checkbox. You will again see a confirmation window where you can confirm that you want to unpost the order.

 

 

Step 3: Print the Order Invoice

 

Make note of the Shipping Method chosen. Whether they chose Shipping or In-Office Pickup, we highly recommend that you print a copy of the Invoice and include a printed copy of the Invoice as a packing slip inside the shipment or with the product that will be picked up. You should do this as the next thing after you open the order and review the details.

 

To print a copy of the Invoice, click on the "Print Invoice" found at the lower right-hand side of the order details.

 

 

If you have several orders you will be processing at one time, you may also opt to print multiple invoices. To do this, from the Orders list, select more than one order, using the checkboxes on the left. Once you have selected any of these checkboxes, you will see a Print Invoices button appear at the top of the list, in the upper right corner. Click the Print Invoices button to print invoices for all of the selected orders at one time.

 

 

 

Step 4. Prepare the Product(s) for Shipping or Pickup

 

The next step would be to physically obtain the product and either put it in a bag along with the printed invoice (to await customer pick-up) OR package the product for shipping, including the printed invoice inside the packaging.

 

If you are shipping using USPS or other carrier, you might want to take this opportunity to go to the appropriate website where you can prepare a shipment and print shipping labels and obtain a tracking number. Once you have the tracking number (or if it is In-Office Pickup), you are ready to process the order shipment.

 

 

 

Step 5. Submit the Shipment to Complete the Order

 

This step is important to do whether you are shipping an item or it is being picked up in the office, because until you Submit the Shipment the order will stay in Processing status. Your goal should always be to ensure there are no orders with a Processing status, and every order is Complete and has the Submit Shipment step completed.

 

To submit the order for shipment, click “Ship” button from the lower left side of the order detail. This opens the Shipment window.

 

 

 

 

The shipment window:

 

 

In this Shipment screen, you can simply click the Submit Shipment button without clicking anywhere else or completing any fields. In that case, you will process the shipment, which changes the order status to Complete and sends a shipping email to only the store Admin. 

 

However, you may use the fields in this screen to do so much more.

• To process an In-Office Pickup, we recommend that you enter Shipment Comments to indicate that the order is ready to be picked up, and any instructions for doing so. For example, you might type in the Comments area “Thank you for your order. Your products are ready to be picked up.” Additionally, include any instructions for the customer, such as clarifying the address of your office, your office hours, and/or telling them a specific person they should ask for when picking up their products. Then, check the Email Copy of Shipment checkbox to ensure a Shipment Email is sent to the purchaser that includes those comments.
• To process a Shipment, we recommend that you complete the Carrier and Tracking Number information, and optionally add comments that will be included in the Shipment Email. Then, check the Email Copy of Shipment checkbox to ensure a Shipment Email is sent to the purchaser.

 

Finally, click the Submit the Shipment button.

 

Be sure to check the box “Email Copy of Shipment” if you want the Shipment Confirmation to be mailed to the customer, which we always recommend you do. A copy of the shipment will be mailed to you, whether or not you check the box to send it to the customer.

 

 

 

Step 6. For In-Office Pickup, Indicate When Order is Picked Up

 

One final step should be taken for In-Office Pickup Orders. According to our instructions above, you are marking the in-office pickup order as Shipped and sending the shipping confirmation to the customer with a note “Your order is ready for pick-up.” If you do this, there should be one additional comment added to the order at the time the product(s) is actually picked up by the customer. That way there is no future question or discrepancy about whether the order was delivered to the customer. You can add a comment on the Notes section and check the box for “Visible on Storefront” so that the customer will be able to see the comment when they open the order record in their Account Dashboard.

 

 

Alternative methods for tracking pickup of In-Office Orders:

 

Instead of creating the Shipment first, you can notify the customer that their order is ready by using the Notes section. Then, only once the order is actually picked up, you can create the Shipment at that time and include the comment on the Shipment that says “the order was picked up.” In this case, you would not want to send the shipping confirmation to the customer but would just keep this as a record of when the order was picked up. Other clients prefer to have their patients sign additional copies of the invoice which are then scanned into their charts or sign a pick-up log to prove that something was picked up. You may use whichever options works best in your practice.

 

Reviewing and Adding Notes to Orders

 

Expand the order details and click on the Notes tab. There you will see a record of the comments made on the order. You may also add comments here by entering text in the Message box and then clicking the SAVE button. Use the "Notify Customer by Email" and "Visible on Storefront" if you want your message to be emailed to the customer and/or available for the customer to view from their account dashboard.

IMPORTANT NOTE: If you are making internal notes, be sure NOT to select the checkboxes for “Notify Customer by Email” or “Visible on Storefront”. Those checkboxes should only be used for any pertinent customer-facing The Comments will be appended to the order, with the most recent on top, automatically tagged with the date and time you posted the comment. You will generally NOT want to check the “Notify Customer” option when making your internal notes about when the customer has scheduled their appointment. This allows you to keep these Comments private, as your way of tracking when the treatments that were ordered are scheduled and performed/fulfilled. You will receive emails for each added comment, written as if addressed to the customer, but the customer will not receive a copy unless you have selected the Notify Customer checkbox.