Order Management

Order management is a comprehensive set of tools which allow you to review and/or adjust existing orders. This includes:

• viewing order details
• adding/removing products
• adding/removing fees
• modifiying customer order information
• viewing/printing/sending receipts and tickets

These tools are provided to facilitate partial refunds, full refunds, exchanges and add-on purchases. These are permission-based tools, so you can limit the team members who can use them.

User Access Settings

Spark location: Tools > Users

To modify an existing order, users will need to have all of the following checked on the Access tab of their user settings:

• Admin
• Commerce (either Full Access or Reports Only)
• Can edit order/invoices

View Order

Spark location: Commerce > Reports > Purchases

Any Admin with access to the Purchases Report can view the order details by hovering over an order number (ID) and choosing 'View'.

Other options shown in the dropdown menu will also be available once you've opened the order.

This allows you to see the date, time & sales channel of the order, as well as the transaction details.

You can add first & last name and/or modify the email address in the Customer box:

...and you can add notes regarding the transaction:

From the Actions panel on the right, you can edit or cancel the order if your user access settings allow. You can reprint tickets and the sales receipt, or check the usage of the tickets.

Edit Order/Invoice

You may need to edit an order for a variety of reasons, including Exchanges, Partial Refunds, and Cancelations.

Spark location: Commerce > Reports > Purchases

From the Purchase Report, hover over the order number and choose 'Edit'. This option may not be available, depending on your user access settings.

If you're already viewing an order, choose Edit from the Actions panel on the right

Partial Refund or Change Invoice Quantity

The left side of the Edit window is for removing products from an existing order. Click the + (plus) next to a product to expand the details. If in-price fees were added to the product, those are shown as separate line items:

Checking a top-level item will select everything related, or you can choose specific line items. Once selected, those totals appear in the updated totals below. This same method is also used to change the amounts on an invoice. Click save to process your partial refund.

Add to Order

The right side of the Edit window is for adding products to an existing order.

• Click the Product button then locate what you need to add by choosing a category/subcategory - or you can search by keyword.
• You can select multiple products using the 'Add Products' button.
• After choosing your final product, click 'Add Products and Close'.

After adding products to the order, the totals on the page will be recalculated. If necessary, the price of each product you're adding can be manually adjusted.

When adding items to an order, the default method of payment is the orignal card used in the transaction. However, there are also options to take payment by check or cash. Selecting check will allow you to enter a check number, while selecting cash will bring up a field for total cash given that will calculate change for you.

Exchanges

If you need to exchange a customer's tickets, an Exchange can be made by removing the unwanted item from the order in the "Current" section, and adding the new item to the order in the "Pending Changes" section. If the exchange is for an item of the same value, then the recalculated price will be $0. You will need to Save your changes to complete the Exchange.

Additional Features

There are a few more options at the bottom of the page... you can update customer details, leave admin notes, automatically send an updated receipt, add a note for the customer, and assign any updates to a specific user.

Saving Updates

Finally, after removing and/or adding to the order, you need to save the changes. Look for the box in the bottom right corner of the screen:

If additional funds need to be collected, the order update must use the original method of payment (cash must be cash, credit card must be credit card - BUT, you can change the card by manually entering a new credit card number, expiration date and CVV).

Unlike cancelations, card information is not stored so it will be necessary to swipe/insert a card, or manually enter a card number to complete the transaction. You will need a credit card reader attached to your computer in order to use the swipe/insert option.

After saving, you have the option of printing or sending the tickets; emailing or viewing the receipt; viewing or editing the order; or returning to the Purchases Report.

Cancel Order

Spark location: Commerce > Reports > Purchases

From the Purchase Report, hover over the order number and choose 'Cancel'. This option may not be available, depending on your user access settings.

If you're already viewing an order, choose Edit from the Actions panel on the right

The entire order will be selected for a refund. You can still modify the info at lower left, but otherwise the only options are to Save or Cancel the refund.

After Saving, the screen will display options to Email or View the receipt, View the order, or return to the Purchases Report.

Chargeback Form

Spark Location: Commerce > Reports > Purchases : Order Viewer

As a Spark Admin, if you have access to the Purchases Report, you're able to download a PDF that contains all relevant information for a Chargeback Dispute.

From within the Order Viewer, on the Actions Menu, you can click Download PDF for the Chargeback Form.

The Chargeback Form will include:

• Transaction information such as: Date/time, $ amount, Order #, Purchase Location, Customer Name, Email, IP Address, Transaction ID, Authorization Code, Name on Card, Card Type, Card Last 4, Gateway, and Billing/Delivery addresses (if collected)
• Details about the order: List of Tickets/Products purchased with QTY and $ amount, 3D Secure Authorization (if collected), Delivery confirmation of the Email with Digital Goods, Acceptance of Purchasing Policy (if enabled), and a table with details about the Ticket Usage.