Order Status Procedures & Processing
Order Statuses
There are many order statuses that need to be updated when tasks are completed on each order -
Awaiting Dispatch – Send customer the automated e-mail on system - Once the order has been processed and sent to the warehouse to pick the stock the status is changed to awaiting dispatch.
Awaiting Payment – This is the status when a customer proceeds to checkout on our website and selects bank transfer. We need to ask accounts to check if this payment has been received. If accounts confirm the payment we change the status to ‘Awaiting Dispatch’ .
Awaiting Supplier Confirmation – An order gets changed to this status when the product is ordered from a 3rd party supplier and we are awaiting a proforma or order confirmation to confirm that they have processed it. This status needs checked daily so that no orders are missed.
Cancelled – change an order to this status when a new order has been created for the customer. This would be used if the customer changes their order
Chase Customer Urgently – change the status to chase customer urgently when we have emailed the customer and need an answer. This status needs checked daily so we can call and chase customers until we get an update.
Complete – Order is completed and no further tasks are due on the Job. We need to keep the information for future reference so it is set to complete. Once all task have been completed and no further work is to be done.
Dispatched – change order to this status when small items that are delivered via Royal mail or parcel is dispatched
EU Fleet Delivery – All orders that are sent to EU Fleet should be changed to this order status.
Order Processing - select to send customer the automated email – to inform the customer that the order is processing and being dealt with
On Back Order – If a product is out of stock and due back in check with the customer to make sure they are happy to wait. Once this is confirmed process the order on back order then change to this order status.
Pallet Awaiting Dispatch – send customer auto e-mail on the system - If the order is being delivered via pallet change to this status once the order has been processed.
Payment Received – this status is used to show orders that are paid but have not yet been processed.
Pending VAT relief form – If the customer orders a walk in bath and does not pay VAT the status is changed to Pending VAT relief form so that the customer can complete and return the form. This status needs checked daily and the customer needs called if they have not returned the form.
Postponed Delivery – if the customer asks to postpone delivery the order needs processed as normal then changed to this status. This status needs checked weekly to ensure any orders that are postponed are checked and dispatched on time.
Product in Production – All Made to Order products will go through this status for the template email, which will get sent to the customer once the email is selected and changed over. For the Whirlpool baths going to the specific engineers in B/Burn, Leeds, Misslesb will be moved over onto there own status so we can keep track, everything else will be left in this status ie Mantaleda, Martek ect.
Product in Production B/Burn – this is a specific status Just for Whirlpool baths in production at Black Burn
Product in Production - Leeds - this is a specific status Just for Whirlpool baths in production at Leeds Clearence Bathrooms
Product in Production – Middlesb - this is a specific status Just for Whirlpool baths in production at Middlesbrough
Query On Order – if a customer calls or emails and reports an issue put notes on the job and change the order status to Query on order. This status needs checked weekly.
Refund Requested – when a refund request is sent to accounts to process change the status to Refund Requested - Accounts will sort this Status and insure all refunds are not missed.
Refunded – the order status will be changed to refunded when the accounts team have processed the refund.
Returns – if a customer requests to return an item change the status to Returns. This status needs checked weekly so no returns are missed. If the status is on return once the goods are returned to us a refund request needs sent to accounts.
Using the Status
On shopwired there is an option to filter by order statuses and some of the order statuses need checked daily and weekly to ensure all tasks are completed. Read the notes on each order and search the order number on emails and check if anything else needs done for each order.
To Sort by Order Status Type on the order page
On Below image when this pops-up click on the By Order Status, here you can then select the status type you want to search. Then press blue Apply Filter button.
When checking statuses there are some statuses that need checked daily –
· Chase customer urgently
· Awaiting Supplier Confirmation
· Pending VAT relief form
· Eu Fleet Deliveries - needs to make sure these are going through on time.
The statuses that need checked weekly are –
· Postponed Delivery - Keep an eye and plan for the week ahead
· Query on Order - This need dealt with – make sure problems aren’t left sitting – try and resolve the issues for the customer in a timely manner – flag to managers if not getting resolved. Ideally this need chased 2-3 times a week.
· Returns - chase the relevant warehouses. They will not give us the information unless we get the information.
· Awaiting dispatch – Keep these moving
· Awaiting Payment – try and get the customer to commit to sale
· Dispatched – need to do reviews ideally 2-3 times a week
· On back order – need to keep an eye and plan the week ahead for deliveries
· Pallet awaiting dispatch – these moves quickly ensure none have been forgot about
If you are going through the relevant transactions let Management know you have done them so its not tasked out again and thus minimizing double Jobbing when not necessary.