Order Management

Wen Peng    Updated on 2019/11/19 13:41 p.m.

This guide is intended to help you walk through order management in Rezio Admin which covers how to navigate in the order list, view order details and change order status, manage resource allocation, view and edit customer contact info., view and edit booking info., add and delete payment records, redeem a voucher and cancel redemption, add and remove internal notes, view product details and order change history.

10 to 15 Minutes Read

Orders

Log in to Rezio Admin and enter Order List to view all orders.

orders > Order list


Order List
Filtering orders 

The order list can be filtered by entering a keyword in the search bar, checked by the status or source of order, payment status, payment method, searched by selecting the booking date or departure date and choosing a date range.

To clear the selected filters, click Clear filters. 

Sorting orders

To sort your orders, click Sort and select a sorting method. 

The order list can be sorted by Oldest to Newest Order, Newest to Oldest Order, Latest to Earliest Departure Date and Earliest to Latest Departure Date.

Viewing order details

Listed sequentially in the order list header are Order Number, Order Status, [Code] Product/Option, Customer, Amount, Payment Status, Balance, Source, Booking Date, and Departure Date. 

To view order details, click on the order you would like to view and enter the Order Detail page. 

order detail
Order Detail Summary

At the top of the Order Detail page provides a quick look at the order, displaying order number, status, source, and payment summary.  

Status

The order status category includes New, On hold, Pending, Confirmed, Check-in, No-show, Canceling, Canceled. You can change the order status according to the current situation. 

To change the order status, click on the blue status button below the current status.

For Check-In and No-Show, you can change the status back to Confirmed by clicking the x mark next to the check-in or no-show time. 

Email 

You can send out default emails to notify your customers regarding different situations as listed below:
。Order waiting for payment
。Order processing
。Receipt - Deposit
。Receipt - Total Amount
。Order has been confirmed
。Order has been canceled
。Travel reminder
。Order refunded notification
。Refund processing (Please provide bank account when received mail)

Note: The default email you can send will be limited to the order status. If the notification email option is displayed in grey font, it is inaccessible. If the notification email option is in black font, it is available to choose. 

To send notification emails to your customers:

1. Click  Email  and choose an option from the list.
2. Type in message (optional) and click  Send .

Note: When a notification email is sent to the customer, all the accounts will receive the same email from the system. 

Order Detail Tabs

Click on an order and enter Order Detail page

Order Detail Tabs

Under the Order Detail summary are different tabs listed sequentially: Order Details, Resource Allocation, Contact Info., Booking Info., Payment Record, Voucher, Internal Notes, Product Details, Recent Actions.

You can navigate between tabs by clicking the arrows or using the scroll-bar.


 Order Details 

This section shows the product name, sales option, booking date, departure date, order quantity, extras (if selected), other fees, pay type and special requirements from customers.


 Resource Allocation 

If the order requires resource allocation, the resource allocated and the quantity available will be shown in this section.

To allocate a resource with multiple options: 

1. Click the + sign to add or click the - sign to remove. 
2. When finished, click  Save . 

Note: The resource quantity selected cannot be more than the resource quantity needed to allocate. 


 Contact Info. 

This section contains customer contact information associated with the order is and can be edited if required.

When finished editing, click  Save .

Note: Last Name and E-mail are required fields on MySite. 


 Booking Info. 

If the product includes pickup or guide service, the booking information details will be shown in this section. All the fields can be edited if required.

When finished editing, click  Save .


 Payment Record 

This section shows the payment and refund record supported by multi-currency, the cancellation policy and deposit policy set for the product. All payment records are displayed at the bottom of the page. The amount shown in the order details summary will be recalculated every time a record is added or deleted. 

Note: All the online payment records will be added automatically when a transaction is made. For cash, ATM/bank transfer, and offline credit card payment, you can add and delete manually to keep records of the payment.


Cash, ATM/bank transfer and offline credit card

To add a record manually:
1. Choose Paid or Refund.
2. Select the record date.
3. Input the paid amount.
4. Select payment methods.
5. Type in message (optional).
6. Click  Add .

To delete a record, click on the bin icon. 


Online payment record 

To refund payment:
1. Click  Refund .  


2. Input the refund amount.
3. Click  Confirm Refund .

Remark: Once the refund is made, it is irreversible. Please make sure the refund amount is correct before continuing.


Note: After confirming, the refund record will appear in Records.

 Voucher 

This section contains voucher information stating the voucher status, generated time and redeemed time. You can preview and download the voucher in PDF file or share it with a URL.

You can also redeem the voucher manually or with the built-in QR Code scanner on the Rezio app.  

Note: If the voucher has been redeemed, the redeemed time will appear and the voucher status will be changed to Redeemed.


Website
To redeem a voucher when presented by your customers

1. Go to Order List > Order Detail > Voucher.
2. Click  Redeem .
3. Select a voucher.
4. Click  Confirm  and then click  OK . 


To cancel redemption
Website
1. Go to Order List > Order Detail > Voucher.
2. Click on the x mark beside the redeemed time and click  Confirm .  


App
To redeem with QR Code scanner
1. Open Rezio app on your device.
2. Click the menu bar.
3. Select Check-in and Redeem and wait for the QR Code scanner to show up.
4. Scan voucher with QR Code scanner.
5. When the order details appear, click  Check-In and Redeem voucher .
6. Click  Continue  to redeem the next voucher. 


To redeem manually with order number
1. Open Rezio app on your device.
2. Click the menu bar.
3. Select Check-in and Redeem.
4. Wait for the QR Code scanner to show up and click Manually enter order number.
5. Type in order number and click  Check-in and Redeem voucher . 


To cancel redemption
1. Open Rezio app on your device.
2. Click Orders on the bottom.
3. Find the order you would like to cancel redemption and click on it.
4. Click the x mark beside check-in time.
5. Click  Confirm  to reset order status back to Confirmed.
6. Click  Confirm  to reset redeem status back to Not Redeemed. 

Note: For more details on redeem functions with Rezio app, please go to Admin App | Voucher Redemption.

 Internal Notes 

You can leave notes for internal use. This will only be shown to accounts associated with the store.
。To add notes, input in the message box and click the + icon.
。To delete notes, click the bin icon.

Note: Internal notes can only be deleted by the account which created them. 


 Product Details 

After the order is placed, the product details will be shown in this section.
。To view more details, click the + sign.
。To hide the details, click the - sign. 


 Recent Actions 

All the actions made to the order by the system or accounts will be shown in this section for you to view the change history.