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Order Management

This section describes the order management process that occurs after a customer places an order.
The order management process is handled using these PrestaShop office interfaces:

Order Status

Order status is triggered and updated when transactions are processed. The plugin supports custom and default statuses for orders.
Custom order statuses:
  • Awaiting payment
  • Awaiting cancel
  • Cancel rejected
  • Cancelled, refund initiated
  • Payment pending for review
  • Partial payment accepted
  • Partial payment cancelled
  • Payment cancelled
  • Partial refunded (before shipped)
  • Partial refunded (after shipped)
  • Partial refund cancelled (before shipped)
  • Partial refund cancelled (after shipped)
  • Payment error
  • Refund cancel error
  • Payment cancel error
  • Refund error
  • Refund cancelled
  • Order cancelled by merchant
Default order statuses:
  • Payment accepted
  • Cancelled
  • Shipped
  • Delivered
  • Refunded
Only the shipped and delivered statuses can be manually updated.

Order Management Workflows

This section describes the order of events that the merchant completes after a customer submits an order.

After-Authorization Workflow

This workflow comprises the sequence of events that occur after a customer places a new order using PrestaShop Front Office. The workflow shows how the order status is updated when the authorized transaction is captured or reversed (full authorization reversal).
  1. The new order displays in PrestaShop Back Office, and the order status is
    Awaiting payment
    .
  2. The merchant chooses one of these options:
    • Standard capture
      .
    • Partial capture
      .
    • Cancel products
      . For a full authorization reversal, the merchant must also cancel the order, which requires that they select all the quantities and all the items included in the order.
      A partial authorization reversal is not supported.
  3. When the merchant initiates a full authorization reversal, the authorization is cancelled and the order status is set to
    Cancelled
    .
  4. When the merchant initiates a multiple partial capture, they choose how many quantities to capture and whether to include the shipping costs.
    After multiple partial captures are processed, the order status is set to
    Partial payment accepted
    .
  5. When the merchant initiates a full capture, the entire authorization amount is captured, and the order status is set to
    Payment accepted
    .

After-Capture Workflow

This workflow comprises the sequence of events that occur after an authorization is captured. The workflow shows how the order status is updated when the captured transaction is refunded or voided.
  1. The merchant chooses one of these options:
    • Standard refund
      .
    • Partial refund
    • Void capture
      .
  2. If the merchant voids the capture, the captured transactions are voided.
    When all quantities of the transaction are captured, the entire order is voided and the order status is set to
    Payment cancelled
    .
    If only a few quantities are captured, only the captured quantities are voided, and the order status is set to
    Partial payment accepted
    .
  3. If the merchant initiates a standard refund
    before
     updating the order status to
    shipped
    , the order status is set to
    Partial refunded (before shipped)
     until the refunded amount becomes equal to the captured amount. When the refunded amount becomes equal to the captured amount, the order status is set to
    Refunded
    .
  4. When the merchant selects a refund
    after
     updating the order status to
    shipped
    , the order status is set to
    Partial refunded (after shipped)
     until the refunded amount becomes equal to the captured amount. After the refunded amount becomes equal to the captured amount, the order status is set to
    Refunded
    .
    To refund the amount of an order, merchants can either generate a voucher or a credit slip for the refund. Depending on the type of refund they select and whether they issue a voucher or a credit slip, one of these actions occurs:
    • When the merchant chooses
      Generate a voucher
       for a partial refund, the sum of the items is not refunded. Instead, a voucher is generated that can be used for future transactions.
    • When the merchant chooses
      Generate a voucher
       and enters the amount in the shipping costs field for a partial refund, then a voucher equal to the sum of the items and the shipping amount is generated.
    • When the merchant chooses
      Generate a credit slip
       for a standard refund, the sum of the items is refunded.
    • When the merchant chooses both
      Generate a credit slip
       and
      Repay shipping costs
       for a standard refund, the sum of the items and the shipping amount are both refunded.
    • When the merchant chooses both
      Generate a voucher
       and
      Repay shipping costs
       for a standard refund, a voucher equal to the sum of the items and shipping amount is generated.
    • When the merchant chooses both
      Generate a voucher
       and
      Generate credit slip
       for a standard refund, a voucher is generated and a refund for the sum of the items is not generated.

After-Refund Workflow

This workflow comprises the sequence of events that occur when the merchant voids a refund under specific conditions:
  • When the refund is processed
    before
     the order is shipped, the refund is cancelled and the order status is set to
    Partial refund cancelled (Before shipped)
    .
  • When the refund is processed
    after
     the order is shipped, the refund is cancelled and the order status is set to
    Partial refund cancelled (After shipped)
    .
  • When the voided refund amount is equal to the refund amount, the refund is cancelled and the order status is set to
    Refund cancelled
    .