Embedded Files
All the orders for Beer Cartel are managed by Big Commerce and fulfilled by Order Desk. in addition to it we can access the Order page on Big Commerce via Gorgias also
Using the BigCommerce Order Page
Using the BigCommerce Order Page
When a customer enquires about their order, you can check the relevant details on the BigCommerce Order Page:
Key Information Displayed:
Date the Order Was Placed:
Order ID
Customer Name
Order Status
Total Amount Charged
Action Tab (With details mentioned in screenshot given below)
How to Use This Information:
Verify Customer Identity: Cross-check the billing address, phone number, and email for consistency.
Analyze Order Risk: Review the risk status and IP/device details to detect any fraudulent activity.
Review Payment Status: Ensure the payment has been successfully processed using the Transaction ID and payment status.
Confirm Gift Messages: Check for any included messages to ensure accurate fulfillment.
Details Visible in the Billing Tab:
Billing Address:
Displays the name of the person who placed the order and their billing address.
Contact Information:
Phone Number: The sender's phone number.
Email Address: The email address used to place the order.
Order Date and Time:
The exact date and timestamp when the order was placed.
IP Address:
The IP address from which the order was placed.
Device Information:
Specifies the type of device used for the order:
Desktop
Tablet
Mobile
Payment Information:
Payment Mode: Method of payment (e.g., Credit Card, Debit Card, PayPal, Afterpay, Zip etc).
Status of Payment: Indicates if the payment was Captured, pending, or failed.
Transaction ID: Provided by the payment processor (Braintree).
Additional Customer Details:
Date of Birth: If captured during the order process.
Gift Message: Displays any gift message added to the order, if applicable.
Tax Details:
Tax Status: Indicates if the order includes applicable taxes or is tax-exempt.
Risk Status:
Provides an assessment of the order's risk level (e.g., low, medium, or high) based on the payment processor’s fraud analysis.
The Shipping Tab on the BigCommerce order page provides all the essential details related to the shipment of an order. Here's a breakdown of the information visible in this tab:
Details Visible in the Shipping Tab:
Shipping Address:
Displays the full shipping address provided by the customer for the order.
Shipping Method:
Indicates the type of shipping selected by the customer, such as:
Free Shipping
Normal Shipping
Express Shipping
Location Tag:
Shows the geographic location tagged by the system for shipping purposes.
Shipping Fee:
Displays the shipping fee charged to the customer, if applicable.
Receiver’s Contact Details:
Includes the receiver’s phone number and other relevant contact information.
Date of Birth of Receiver:
If collected during the order process, the receiver’s date of birth will be listed.
Details Displayed in the Products Section:
Tracking ID:
Shows the Tracking Number assigned to the order, enabling real-time tracking of the shipment by the customer or support team.
Itemized Product Description:
Lists the exact products included in the order.
Each product entry includes:
Name of the product
Quantity ordered
Size or specifications (if applicable)
Price Breakdown:
Shows the total price for multiple quantities of a single product.
Includes a grand total that summarizes all the items in the order.
How to Use This Information:
Verify Products Ordered:
Cross-check the list of products to ensure the customer receives the correct items.
Provide Tracking Information:
Share the tracking number with the customer for easy shipment updates.
Explain Price Details:
Offer a clear explanation of the pricing to the customer, breaking it down by item and total cost.
Resolve Complaints:
Use this section to address concerns about missing or incorrect items.
Support Refunds/Replacements:
Refer to the quantity and pricing details when processing refunds or exchanges.
Pull up the order via order# search or customer search.
Click the ellipses at the right then click View Notes.
Under the Staff Notes sub-section, add necessary notes appropriate for the situation (e.g. customer name, description of issue, your name). Do not delete Esync: Success.
Place notes underneath Esync Success.
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