Managing Orders

Table of contents

• Know order status
• Order notification
• Process an order
• Search and view orders
• Modify order
• Cancel order
• Export order
• Order refunds, returns and exchanges

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Know order status

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There are two types of orders: paid and unpaid (orders placed on behalf of customers).

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Order status is divided into the following five categories:

• Red: Pending payment / Pending payment confirmation / Processing
• Green: Completed
• Grey: Canceled

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1. Pending payment

When customers choose payment methods such as "FPS" / "Bank Transfer" / "Payme" / [Customized Payment Method], before uploading the payment proof, the order status is "Pending Payment". At this time, the order has been created and the order has also been Hold inventory and wait for customers to complete checkout. If the merchant sets a deadline (day) for completing the transaction, if the customer fails to complete the payment within the deadline, the system will automatically cancel the order.

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2. Payment pending confirmation

After the customer uploads proof of payment, the order status will be changed to "Payment pending". Merchants need to enter the order page to check and confirm the payment proof. After payment is confirmed, the order status will change to "Processing".

*If the customer chooses payment methods such as [Credit Card]/[Alipay]/[Octopus]/[Tp & Go], the order will automatically be converted to "Processing" after the order is established.

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3. Processing

The merchant prepares the goods, arranges transportation, and "confirms delivery" after delivery. Once "Confirmed Shipping", the order cannot be modified. If you need to modify the order, please use the "Modify Order" function before "Confirm Shipping"."Modify order" is only applicable to advanced plans and one-stop live broadcast plans.

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4. Completed

The order has been shipped or processed.

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5. Canceled

Before "confirming shipment", the merchant can cancel the order, and the reasons can be listed on the page. Refund matters need to be handled by the customer themselves. If the customer fails to complete the payment within the transaction deadline, the system will automatically cancel the order. After the order is canceled, the inventory will be re-stocked on the same day.

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Order notification

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Merchants will receive email notifications and push notifications from the Boutir App when new orders are received.

Customers will also receive email notifications after placing an order and when the order status changes. At the same time, you can send order notifications through WhatsApp and let the system automatically send WhatsApp notifications.

If you want to activate "WhatsApp Order Notification", please contact Boutir Customer Service。

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Email Notification (Merchant)

• Someone placed an order at your Boutir store

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troubleshooting:

• If the merchant does not receive an order notification, please check your spam folder and the email address provided to make sure it is correct.
• To change your email address, please contact Boutir Customer Service。

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Boutir App Push Notifications (Merchant)

• Got a new order?

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troubleshooting:

• If the merchant is not receiving push notifications, please check your phone settings.

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Email Notification (Customer)

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If necessary, you can resend the order via email to the customer.

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. Tap Order.
3. Tap "Resend Email" in the order history.

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Things to note:

• Each order can be resent via email up to 5 times.
• The content of the resent email will be based on the order status at that time.

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Send order notification via Whatsapp (Customer)

Each message is charged HKD 0.15 and is paid monthly.

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• Order confirmation
• Shipping status
• Pickup notification
• Complete pickup
• Order cancellation
• Prompt transfer
• Receive transfer
• Expired order

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If you want to activate "WhatsApp Order Notification", please contact Boutir Customer Service。

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Process an order

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Edit tracking code

If you are not using ShipAny logistics automation, you can add tracking codes to your orders yourself.

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. Select order.
3. In the shipping details of "Waybill", tap "Edit".
4. Fill in the tracking code in Tracking Code and tap "Save Changes."

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Things to note:

• Once the order is completed, tracking codes cannot be added or edited.
• You cannot edit tracking codes automatically generated by ShipAny.
• If you use logistics automation, the tracking code will be automatically generated and added to the waybill.

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Print an invoice or packing list

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Download a single order invoice

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. Select order.
3. Tap "Download Invoice" in the order.
4. Save file.

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Download multiple order invoices

(only applies to Boutir CMS operate)

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step:

1. Log in Boutir CMS, click "Paid" in "Orders".
2. Select one or more orders and click "Operation".
3. Click "Print Invoice" (including price).

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Download Single Order Packing List

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. Select order.
3. Tap "More Actions" in the waybill.
4. Tap "Download Packing List".

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Download Bulk Order Packing List

(only applies to Boutir CMS operate)

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step:

1. Log in Boutir CMS, click "Paid" in "Order".
2. Select several orders.
3. Click "Action".
4. Click "Print Packing List".

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Print shipping label (only applicable to logistics automation services)

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Download a single order shipping label (only applicable to ShipAny logistics automation orders)

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step:

1. Log in to Boutir App and tag "Paid" in "Orders".
2. Select order.
3. Tag "More Actions" in the waybill.
4. Tag "Download Shipping Label".

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Download bulk order shipping labels (only applicable to ShipAny logistics automation orders)

(only applies to Boutir CMS operate)

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step:

1. Log in Boutir CMS, click "Paid" in "Order".
2. Select several orders.
3. Click "Action".
4. Click "Download Shipping Label".

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Search and view orders

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Use the "Search" function

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. In the Search field, enter one of the order information:

• Customer name
• Telephone
• e-mail
• Product name
• barcode
• order number

3. In the list of search results, tap the order you want to view.

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Use the "Filter" function

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. Tap the "Filter" icon.
3. Select the following criteria to filter:

• Order status
• merchandise
• Payment method
• Delivery status
• Shipping method
• Order source

3. In the list of search results, tap the order you want to view.

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Search and view orders based on Order Status

Order status is divided into the following five categories:

• Red: Pending payment / Pending payment confirmation / Processing
• Green: Completed
• Grey: Canceled

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Modify order

"Modify order" is only available to merchants who subscribe to the "Advanced Plan" and the "Video Commerce Plan".

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Merchants can adjust the following order content after placing an order. Please refer to "Modify Orders" for specific operations.

• Add and remove products
• Adjust product quantity
• Adjust shipping costs
• Adjust discount
• Change shipping method
• Charge extra

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Cancel order

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Before "confirming shipment", the merchant can cancel the order, and the reasons can be listed on the page. Refund matters need to be handled by the customer themselves.

If the customer fails to complete the payment within the transaction deadline, the system will automatically cancel the order. After the order is canceled, the inventory will be re-stocked on the same day.

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step:

1. Log in to Boutir App and tap "Paid" in "Orders".
2. chooseUnshipped orders。
3. Tap "Reject Order".
4. Fill in the reason for rejection.
5. Tap "Confirm".

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Things to note:

• After rejecting the order, refund matters need to be handled by yourself with the customer.
• Customers will receive email notification of order rejection and the reason for rejection.
• Completed orders cannot be canceled.
• Canceled orders cannot be restored.

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Export order

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step

1. Log in to Boutir App and tap "Paid" in "Orders".
2. Tap ":" in the upper right corner
3. Tap "Export order to email".

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Order refunds, returns and exchanges

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Refund

After the merchant tap "Reject Order", the order status will change to "Cancelled" and the inventory will be automatically re-shelved on the same day, but the system will not automatically refund. If necessary, merchants need to log in to the payment system account separately to arrange refunds.

Please refer to "Understanding Payment Method Refunds" for specific operations.

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return the goods

Customers need to contact the merchant themselves for processing.

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Exchange

Merchants can use the "Modify Order" function to process the order.

Please refer to "Modify Order" for specific operations.

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