This user guide aims to describe and explain Order Management within LinnWorks. Generally you would have two type of orders, these are – Direct orders, which are raised manually using New Order screen, and orders that have come in from external sources (eBay, Amazon, web site or your customers placing an order automatically). This manual addresses these two types of orders. If you have Accounting module set up you can also raise and maintain orders through Sales functionality. This is covered separately in Working with Accounting.
We also describe how order book is interlinked with inventory control and provide some good practices regarding using the system for full-scale order management with inventory control.
All new orders (paid, payment pending, unpaid, resend) will be added here every time new one comes into the system.
One the left hand side located some summary information about the state of your order book.
When navigating in open orders screen you can filter the orders by Source or Status of the orders. Only existing sources and status will be displayed here. You can also search an order by Address, customer details, order id, order reference or item name (number). When searching by product details (item name or number) make sure Include Order Items in the filter.
You can view the details of the order by double clicking the line
If the order came through from an external source (for example eBay) there will also be some transaction details available for this order. To get transactional data right click on the order, select Viewer > View Transactional XML data
To raise new order go to Order Book > New Order
When creating a new order you should enter the address as will appear on the postage label, the postcode and the country should be entered as well separately.
An order can have several statuses:
Not Paid – payment for the order has not yet been receieved
Paid – payment received
Returned – an item in the previous order has been returned and the order has been replaced into the order book due to replacement. It is generally used only for existing orders when an item (or all items) have been returned by the customer (see Managing Return/Resends)
Resend – an item from previous order has to be resent following the lose in postage or damage. It is generally used only for existing orders when an item (or all items) have been returned by the customer (see Managing Return/Resends)
Payment Pending – payment received in parts or payment being cleared by the bank
To add order items click Add and select the product from the list.
Existing outstanding order can be edited. Please note that you can only edit order raised internally, any external orders cannot be amended. In case there is an error in the external order or the customer made some specific requirements outside of the external channel. You can raised new order transferring all the details of the existing order in to it and the delete the external order from the order book.
To edit the order select an order you want to edit in the Open Orders screen and click Edit button at the top of the screen
When the order status changes (for example from Not Paid to Paid), you need to reflect it in the system. Edit the order and change its status. Status editing is allowed for external orders as well as internal.
Orders brought in from external channel (eBay, PayPal, Amazon etc) are not editable (i.e. you cannot change the total or add new items). In order to edit these orders you have to convert the order into DIRECT. Click Edit order then click Convert to DIRECT from the top of the screen. Note that once the order is converted you might need to readjust the total for items line. Also once converted any further transactional data fro this order will be ignored (payment status updates, external notes, disputes, update of transaction status etc)
The system separates orders into two categories – Open orders and Processed orders (to be dispatched, and dispatched). To move order into processed order you will need to mark it as processed.
You can process order by selecting them from the Open Orders screen or using printed barcode to bring up Order Process screen.
On order processing screen you can review all the details regarding the order and make some adjustments of postage information.
When order item is unlinked to stock item (the order came through from external channel i.e. eBay and the item title is not associated with the stock item) it will not display any information regarding the stock item. If you set postage manifest to be compiled, if the item is unlinked it will also stop you from processing the order.
To simplify the process of processing order, LinnWorks has dispatch console screen where you can scan in order number or reference to quickly find the order in the book and process it. This method relies on order barcode to be printed either on the invoice or a dispatch label (refer to Design Business Stationary for invoice definition information and Handling Postage for how to print address labels and dispatch notes from LinnWorks). Generally you will end up with a label or a dispatch note with a barcoded order id printed on it.
Open Despatch Console in Order Books tab
Scan the order id into the Barcode field. This will bring up the processing screen order. Click Process to mark the order as processed.
Returns
When a customer returns an item for any reason you generally need to mark it as return for stock control purposes. It also instructs the system to not to take this order item into account when producing sales statistics. The order items can only be returned when order has been processed.
Open Processed Orders screen in Order Book tab. Here you can search for processed orders and review detailed information about the post process state of the order. Post process state is additional information regarding the order, such as any additional communication, returns, resends etc.
To return an order item into stock, or to simply record the fact that it has been returned, select an order and click at the top of the screen. Or you can right click on the order > Action > Return Order Item.
In the return order item screen you will need to specify, how many items being returned, the reason for return (for your own reference) and whether the item will be scrapped or returned to stock.
If the item is scrapped, the system will not increase the stock levels for this item.
If you wish to return the item to stock, you will also need to select the location where the item will be returned (see Stock Control for more information on stock locations)
The grid at the bottom of the screen shows all returns made for this order.
Resends
When you need to resend and item due to lose or damage, or simply post an additional item for the existing order you can log the order item as resend. This will create a log record and raise new order in the order book with total amount of 0.00.
Open Processed Orders screen in Order Book tab. Find and select the order you want to resend items for and click Resend Item button. Or you can right click the order Action > Resend Order Items.
Select the product you want to resend, specify the quantity and enter the reason for resending for your own data logging purpose. You can also specify the postal service that will be used for resending the item. Click Accept, when finished adding resend items click Save
The grid at the bottom of the screen shows all resends for this order. Including information about the current state of the order raised as a result of the resend action.
This action will raise a new order in the order book with status Resend.
Linking external items to stock items (making system recognize eBay, Amazon, website sold products)
When a new order comes in from an external source (for example eBay, Amazon etc) the item by default is unlinked to any of the products defined in your stock inventory. Therefore the item will be treated by the system as “unassigned” or “unlinked” and marked in the system with a question mark sign indicating that the stock levels for this item is not available.
If you system is configured not to allow order processing with unlinked items, you won’t be able to process orders. Also the stock levels for the product will not be maintained as the system does not know what product to deduct from stock.
Up on receiving an order with unassigned order items you will need to link the these order items to actual, defined stock inventory. On the order book, select an order with unlinked items and right click to get the popup menu, then select Action > Link Items
You will be presented with Link Unassigned order items to stock window where you can associate the order item title with the actual stock item (note that the window will not come up if the order you have selected has no unassigned order items)
Select the product from the list and click OK.
The grid at the bottom of the screen shows all order item titles associated with this stock item.
You can also link the item from Order Processing screen.
Click Link Unassigned Items button (note that the button is only available if you have unassigned items in the order).
Please note that the linking is done by order item title only. If you have two types of products advertised with the same name (for example a T-Shirt as a title, and in the description of the item you specify available size) on eBay you may need to change their names in order to link them to the correct stock item. Or bring in subtitles and combine it with the item title to create unique name for the order item. For multi-type products from the website, you will need to bring in the type specification along with the product name into the software. Amazon does not define product type, therefore all multi-typed products must have a unique name.
There are different options available for uniquely identifying sold items. These options are available as bespoke customization. Please contact technical support or sales team for more information.
To view the note double click the note sign.
You can also create new notes for orders and edit existing
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