Marketplace Center Order Details Overview

The bottom half of FieldStack’s “Marketplace Center” is dedicated to Marketplace Order Details.   This section of the Marketplace Center allows you to find information about an order and perform any necessary customer service adjustments.  This article will detail features of the Order Details section of the Marketplace Center that were not covered in depth in the Marketplace Center & Customer Service Overview.

We recommend having read the Marketplace Center & Customer Service Overview prior to this article.  The Marketplace Center & Customer Service Overview can be found here.

How to Pull Up a Marketplace Order's Details

You can pull up a Marketplace Order in FieldStack using the Marketplace Center’s Search.

More information on how to search for Marketplace Orders can be found in this article.

When you select an order from the search results, that order’s information will be visible in the Order Details section of the Marketplace Center.

The “Order Details” section of the Marketplace Center is comprised of a quick actions toolbar and six tabs.

Item Quick Actions

The “Item Quick Actions” buttons provide customer service agents with the ability to easily handle some of the most common issues.

The four “Item Quick Actions” are located on the right-hand side of the “Order Details” section – regardless of which of the tabs you’re on.

Lost/Damaged with Replacement: In the case of a package not arriving, or an item arriving damaged, pressing this button will trigger the system to send the customer a replacement for the selected item.

• This button only becomes active after the selected order has shipped.
• If more than one item in an order is damaged or lost, you can multi-select those items in the panel above before pressing the button. 

Cancel without Replacement:  This button will cancel the selected item.

• If you need to cancel multiple items, you can multi-select those items in the panel above before pressing the button.
• Information on how to refund customers for cancelled items can be found in the Refunding Marketplace Purchases article.

Change Item: This button is used to replace the selected item with a different item.

• Situations where you might want to use the “Change Item” button include:
  • The customer purchased the wrong item and wishes to replace it with the correct one.
  • The item a customer purchased is not in inventory and a suitable replacement has been found.
• Important things to keep in mind when using the “Change Item” button:
  • Replacing an item will keep the price of the original item, and should be adjusted as necessary.
  • This Quick Action only works for a 1 for 1 replacement.  This means you cannot replace one item with two items.
  • In many instances, cancelling and then replacing the entire order will work better than changing the item.  You can either have the customer do this, or do it for them using Customer Assist.  
• The How to Change an Item in a Marketplace Order article has more information on how to complete this process.

Transfer Item: This button is used to manually transfer the fulfillment of items between store locations.

• If an item has been placed in your eCommerce location due to Risk, or because it wasn’t previously in stock, you would use this button to transfer that item to a location where it could be fulfilled.  More information on orders assigned to your eCommerce location and risk can be found here.

Order/Item Details Tab

The “Order/Item Details” tab has 4 major sections of information, as you can see below:

Order Information: This section contains a breakdown of the selected order’s price and how the order was paid for.

Item Information: This section reflects the item selected from the Search Results.

• This section contains the following information on the selected item:
  • Price: The price of the selected item.  If an item has been discounted, “Price” will reflect that.
  • Shipping: The amount the selected item contributes to the order’s total shipping price.
  • Item Adjustments: Price adjustments made to the selected item.
  • Assigned to Store: The fulfillment location for the selected item.
  • Coupon Value: The amount an item has been discounted by a coupon.
  • Coupon Code: Coupon(s) applied to an item. 
    • The coupons’ codes will be listed here, separated by commas.

• You also have the option to manage the behavior of the item in the order.  Below is a brief overview of the options available to you:
  • Add Adjustment: used to quickly add a price adjustment to this item.  More information on how to adjust an order's or item's price can be found in this article.
  • Cancelled: used to quickly cancel the selected item by setting a cancellation date.
  • Picked: used to quickly mark the selected item as “picked” by setting a Picked Date.

Customer Information: This section provides information on the customer who placed the selected order.

• In this section, you have immediate access to the customer’s full name, their email address, and their customer code.
• If you need additional information or functionality, you have the following options available to you:
  • Order History: used to pull up the complete order history of the customer associated with the selected order.  More information on the Customer Order History Screen and how to navigate it can be found in this article.
  • Customer Overview: used to pull up the “Customer Edit” screen for the customer associated with the selected order.  More information on the “Customer Edit” screen can be found in this article.
  • Customer Assist: used to open “Customer Assist” for the customer associated with the selected order.  “Customer Assist” essentially allows you to log into the Webstore as a customer.  More information on Customer Assist can be found in this article.

Shipment Information: In this section, you can monitor and manage the selected order’s shipping.  The shipping the customer chose for this item or order is also visible in this section.

• Before the selected order or item has been picked, scanned, and packaged:
  • You will be able to view and adjust the selected item or order’s shipping method here: 
• After the selected item or order has been packaged and postage has been purchased:
  • You will no longer be able to change the shipping method.
    • The item or order's package's weight and Id will be shown instead:
• You will be able to view the item or order's Shipping Label using the "View Shipping Label" button: 
• After the selected item or order has been shipped:
  • The date and time the item or order was shipped will appear here: 
• After the selected item or order has been shipped and delivered:
  • You will have the ability to create a Return label using the “Create Return Label” button: 

Processing Details Tab

The “Processing Details” tab contains information on the selected item or order’s picking and packaging.

Picking Details:   This section provides picking information on the selected package. “Picking” refers to the process of collecting the items ordered from a location.

Package Details: This section provides information on the selected order's packaging and shipping (or the selected item's, if an order is being shipped in multiple packages).

• After the selected order or item has been packaged you can use the "Edit" button to adjust its information.

Communication Tab

The “Communication” tab contains the history of the selected order.

If you want to only view the history of the currently selected item, instead of the entire order:

Check the “Selected Item” checkbox to filter this tab to only the currently selected item’s history:

You can use the “Add Message” section to add manual notes to the selected order’s history:

Addresses Tab

The “Addresses” tab contains the shipping and billing addresses associated with the selected order.

If an order has a bad address, you can attempt to fix and validate the address here.  

More information on fixing “bad addresses” can be found in this article.

Email Tab

The “Email” tab allows you to email the customer associated with the selected order.

Payment History Tab

As the name would suggest, the “Payment History” tab allows you to view the selected order's payment history.

If an order has a charge error, you can reprocess the order's payment using the "Re-Activate" button in the upper right.

More information on fixing charge errors can be found in here.