Orders in the back end

An order is an unchangeable record of the purchase. You maintain its status; whether it is paid and delivered follows from the payments and deliveries recorded. Orders can be neither deleted nor copied.

Under Consho → Orders: filterable by shop and status, searchable by order number, newest first. The column Kind shows with an icon what was ordered – goods, digital content, service, voucher or a mix –, the name is in the tooltip. Signals show at a glance where payment or delivery is open. The row holds deliveries, items, money flows, withdrawals, complaints and edit; documents, entitlements, legal texts, details, “Resend confirmation”, “Move payment term” and versions are in the ⋯ menu. “Money flows” is red while something there waits for you. The items come from the purchase only: they can be neither added nor moved.

You create the statuses per shop yourself: in the shop configuration through the Order statuses operation. The name is free; Consho only reads the ticks:

Under Automatic order status you choose which status is set after full payment, after full delivery and when everything is done. Consho never leaves a cancelled, completed or locked status by itself.

A new shop configuration comes with five statuses – New, Paid, Shipped, Completed and Cancelled –, with their ticks set and names in the back end language. You can rename, reorder or extend them; Consho does not set the automatic order status for you.

Under Money flows all the money of an order is in one place. At the top the balance: claim, paid, paid back, charged back, “Refunded at the payment provider, not recorded yet” and, as the result, open, paid too much or settled. Below it the movements: payment, refund, correction, chargeback, chargeback reversed and refund at the payment provider, each with the provider's ID and a link to its withdrawal or invoice correction.

• Record payment – when a prepayment comes in: received on, amount (above 0), payment method, reference. If that pays everything, the mail “Payment received” goes out and Consho sets the status. A payment that has already had consequences – an invoice, a status, a mail or a refund – is locked.
• Refund – at every payment with something left, in full or in part. Where the payment method can pay back through the payment provider, Consho pays out there; a refund already made at the provider is ticked and not paid out a second time. What no way covers you pay back by hand. No document and no mail is created – so money for a withdrawal is paid back at the withdrawal, which issues the invoice correction.
• Pay out again and Settled by hand – at a refund the provider refused or did not complete. Before “Settled by hand”, check in the provider's account whether the money has gone back.
• Correct – a locked payment recorded too high, corrected with an amount and a reason. No money moves, the customer gets no mail.
• Chargebacks are reported by the payment provider by itself; the order counts as open again. With Claim payment the customer gets a payment request with a link to pay, and the chosen day becomes the payment term.
• Refunds at the payment provider that Consho does not know are recorded with Record in Consho or tied to a booked refund with Assign to a line. If one belongs to a withdrawal, the page leads there.
• Assign payment – ties a refund that names no payment to the payment the money went back from.

Under Deliveries you create a parcel with New delivery: carrier, tracking number and the contents. With Complete delivery ticked, everything still open goes in; for a partial delivery you untick it and enter the quantity per item. With Report as shipped and notify the customer the delivery is reported on saving; unticked, it stays a draft and is reported later from the list with Report as shipped.

On reporting, the customer gets a mail with the contents of the parcel; with “On account” and cash on delivery, this is when the invoice is issued. If the shop has a “Delivery note number” range, a delivery note is also created for this parcel. After that the delivery is locked – it cannot be taken back, only balanced by a cancellation or a new delivery. If saving fails, what you entered stays in the mask.

Services do not go into a parcel: once one is unlocked, the delivery shows Service performed, see Services.

For editors: for them to see contents and reporting in the mask, their user group must also allow the fields contents and notify among the allowed fields of tl_consho_delivery. Only users who may edit the order may report.

• Resend confirmation – if it was not delivered, for instance.
• Move payment term – only to a later day; the invoice keeps its date, the customer gets no mail.
• Cancel – set a status with “Counts as cancelled”; an open invoice gets its cancellation invoice.

Where an accounting module sends the invoices itself, or “Invoices issued by” is set to “Off”, Consho attaches no invoice; the confirmation then says that the invoice comes separately.

Where the copies go and which mailbox sends them is set in the shop configuration, in the “E-mail” section; logo and footer come from the invoice sender.

• Prepayment unpaid for more than 14 days (note): the goods stay reserved. Record the payment, ask the customer or cancel.
• Invoice past its payment term (note): Consho sends no reminders by itself.
• Confirmation not sent (warning): “Resend confirmation”.
• Status does not match the balance (note): an order carries a status its figures no longer match, such as “Paid” after a refund. Consho does not set the status back by itself; you decide which one fits.
• Cancelling status as an automatic change (warning): under “Status after full payment” or “Status after full delivery” a status is chosen that cancels the order. A paid or delivered order cannot be cancelled, so this change is never carried out.
• Payment charged back (note): the order counts as open again. Under “Money flows”, claim the payment, or acknowledge the note if the claim is settled otherwise.
• Chargeback reversed after paying again (warning): the customer has paid twice. Pay the amount back with “Refund” at one of the payments.
• Paid too much (warning): cancelled and paid, or overpaid. Consho pays nothing back by itself; “Refund” at a payment.
• Refund at the payment provider that Consho does not know (warning): under “Money flows”, record it or assign it to a refund line; if it belongs to a withdrawal, pay back there.
• Refund without a payment (warning): under “Money flows”, tie it with “Assign payment” to the payment the money went back from.
• Refunds the payment provider refused (warning, cannot be acknowledged): booked but not paid out; the error log names the reason. Under “Money flows”, pay out again, or pay back by hand and mark as settled.
• Refunds without completion (warning, cannot be acknowledged): no answer, “processing” for a week, or never sent because the Contao cron does not run. Check in the provider's account and mark as settled – otherwise pay back by hand.

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