Admin Order | Order Management

Created by Richard Lin, Modified on Thu, 22 Sep 2022 at 04:35 PM by Richard Lin

Overview

This guide is intended to help you through order management in rezio Admin, including 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, as well as view product details and order change history.


JUMP TO




Orders

Orders > Order List

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


  • Filtering orders

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

To clear the selected filters, click Clear filters.



  • Quick View

The order list can be sorted by clicking the quick view options.



  • Viewing order details

Listed sequentially in the order list header are Order NumberOrder Status[Code] Product/OptionCustomer, AmountPayment Status, BalanceSourceBooking 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 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

You can change the order status according to the current situation. The status categories include New and Unpaid, New and Paid, Pending, Confirmed, Check-In & Redeem, No-Show, Canceling, and Canceled.

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 upon receipt of mail) 


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

To send notification emails to your customers: 

  1. Click on 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 in rezio will receive the same email from the rezio system. 



  • Order Detail Tabs

Below the Order Detail Summary are different category tabs listed sequentially: Order DetailsResource Allocation (if the product uses resource), Contact InfoBooking InfoPayment RecordVoucherInternal NotesProduct Details, and Recent Actions. You can navigate between categories 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, add-ons (if selected), other fees, payment method, 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 and click the - sign to remove.
  2. When finished, click Save.


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



  • Contact Info

This section contains customer contact information associated with the order. The contact information can be edited in Admin. When finished editing, click Save.


Note: Last Name and Email are required fields on MySite. 




  • Booking Info

If the product includes pick-up or guide service, the booking information details will be shown in this section. All fields can be edited in Admin. 



  • Payment Record

This section shows the payment and refund record (supporting 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 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 or bank transfer, and offline credit card payment, you can add and delete manually to keep records of the payment.


  • Cash, ATM or bank transfer, or offline credit card

To add a record manually:

  1. Choose Paid or Refund
  2. Select the record date
  3. Input 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. Enter 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 information on the voucher status and when it was generated. You can preview and download the voucher in a PDF file or share it with a URL.

There is also a redemption function, which can be accomplished manually or with the built-in QR Code scanner on the rezio app.


Note: If the voucher has been redeemed, the time of redemption will appear and the voucher status will change to Redeemed.


Hint: For more details on redemption functions in the rezio app, please refer to Admin App | Voucher Redemption.


To redeem a voucher when presented by your customers: 

  • Website
  1. Go to Order List > Order Detail > Voucher.
  2. Click Check-I& Redeem. 
  3. Click Confirm, then click OK. 


  • App

Redeem with QR Code Scanner

  1. Open the rezio app on your device.
  2. Click the menu bar. 
  3. Select Check-In & 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 & Redeem Voucher.
  6. Click Continue to continue and redeem the next voucher


  • TBA

Redeem manually with order number:

  1. Open the rezio app on your device.
  2. Click the menu bar.
  3. Select Check-In & 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: 

  • Website
    1. Go to Order List > Order Detail > Voucher.
    2. Click on the x mark beside the redeemed time and click Confirm. 
  • App
    1. Open the 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 mark beside check-in time.
    5. Click Check-In & Redeem to reset order status back to Confirmed. 



  • Internal Notes

You can leave notes for internal use. This will only be shown to accounts associated with the store. 

  • To add notes, type 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. You can click the + sign to view more details, or the sign to hide the details. 

 

  • Recent Actions

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



  • Canceling an Order 

After completing cancellation of this order, the availability and resource of this order will be returned.

  • Order Cancelled by Supplier or Customer through MySite

If you want to cancel an order, go to rezio Admin, Order Details > Cancel Order.

If a customer wants to cancel their order through the Check Order > Cancel Order button in MySite, after the cancel request is submitted,  the customer needs to wait for your approval first for the order to be considered successfully canceled.


  1. Click Cancel Order.

  2. Select the Reason for Cancellation.

  3. Write an Internal Cancellation Note.

  4. Click Confirm. The Order Status will change from Confirmed to Canceling.

Note: Clicking Confirm does not mean it has been canceled. You will need to also click Cancel Complete to finish. The status will change from Canceling to Canceled.

 

  1. You can choose to send a “Order Cancelled” notification email to your customer or not. Here, you can explain the detailed cancellation reasons to your customer. 

Note: If you choose not to send the notification, the customer will not be informed about the cancellation. If you forget to send the notification, you can click the Email icon and select Order Cancellation to send the email. 

 

 

  • Order Cancelled by the Customer through Online Travel Agency (OTA)

 

  1. Write a Cancel Note to Customers and the Internal Cancellation Note.

Note: The Cancel Note to Customers is the note to customers and can be included in the “Order Canceled” email to your customers. Please ensure the wording of your explanation is clear. As the Internal Cancellation Note is for internal use, there is more flexibility on the wording.

  1. If you do not accept the customer's request for cancellation, please click Reject for the Order Actions. 

  2. If you accept the customer’s request for cancellation, please click Cancel Order.

  3. Confirm once again your Reason for Cancellation and Cancellation Fee.

  4. You can select Refund according to Cancellation Policy or Full Refund due to Special Circumstances. 

  5. After canceling the order, KKday staff will refund the correct amount to the customer. 

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