In this section you will find more information about:
Orders menu – General information
In the Orders section, you can quickly see all the orders received on the platform and filter them according to their status. From here, you take over and finalize orders received from customers, generate AWBs and invoices and manage all issues encountered during deliveries such as returns or canceled orders.
Order statuses
When a customer places an order for your products the order receives status New. Once you open the order for processing, it automatically receives status In progress. Here are all the available statuses for your orders:
- New – all new orders that you have not yet processed.
- In progress – the orders you have edited and are preparing for delivery.
- Behind schedule– Displays orders that were not delivered within the preset time frame.
- Finalized – orders that have been finished on the platform.
- Canceled by the customer – orders canceled by the customer.
- Canceled by seller – orders canceled by you for various reasons. Cancellation of orders by the seller can affect performance indicators, so it is advisable to find solutions to not cancel orders.
- Automatically canceled – canceled by the platform in certain special situations. For example, orders are automatically canceled when they remain unfinished for 30 days or the customer cannot pay for the order.
- Canceled with incident – orders that were not finalized on time or whose returns were not finished within the preset timeout, are closed by incident.
- Storno – orders that were returned by the customer or not picked up and the money was refunded.
Filters
More filters
By clicking on the More filters button you will be able to apply additional filters to your search:
- Order status
- Order number
- Creation date
- Has invoice
- Fulfillment
Advanced filtering
You can also use the +Advanced filtering button which allows you to apply more filters at the same time. This allows you to search for orders by selecting the:
- Product ID
- Customer name
- Payment method
- Delivery status
- AWB number
- Customer phone
- Delivery method
- Maximum finalization
- Finalization date
- Genius
- Payment status
- BPO order
- Campaign name
Action widgets which require your immediate attention
eMAG Marketplace interface has set of widgets which provides you with a facile view of your account state regarding the most important actions to be taken every day. These widgets are displayed in the orders, returns or delivery sections of your account and each of them contains actions you need to perform.
The information structure of a widget:
- Elements counter – displays the number of orders or other elements which require attention for the widget
- Title – contains a short description of the widget
- Additional information–displays some additional information on the widget`s elements (like the total value of the orders involved in the widget)
- Description– contains the required actions which needed to be done and their benefits or consequences if you do not act as the widget recommend. Some of the widgets might also offer a forecast for the performance indicator impacted by the widget`s elements
- The date and the time of the last update of the widget information.
Order widgets
- New orders – shows all the new received orders
- In progress orders –displays orders in progress which have not been finalized yet, but they still meet the finalization deadline
- Ship them today – displays the orders which have not been finalized, and which have already past the finalization deadline.
Order list information
The order list shows information about each order line as follows:
- Order Id – is the unique identifier for each registered order.
- Customer – shows the name and phone number of the customer
- Order date – you can see the date and the hour when the order was registered.
- Max. finalization – is the maximum date until the order can be finalized without affecting the Order incident rate
- Max. handover – is the final day until you can handover to the courier the first AWB issued for the order.
- Payment and shipping –show details about the payment method and the delivery option (home delivery or lockers) chosen by customer.
- Shipping details – displays the name of the courier who operates the delivery and the AWB number of the shipment.
- Status – it shows the status of the order at this moment.
- Total (with VAT) – the total value of the order, including VAT.
Editing an order
By pressing the order Edit button you see all the details of the order – about payment method, the maximum finalization date, the billing details and delivery information.
How to process an order
To process an order received on the eMAG Marketplace platform, access the Orders section. All new orders will be displayed here.
- From the Actions column, click the Edit button to see all the details of the selected order on the Order Details page.
When you press the Edit button, the order automatically receives the In progress status.
- Check the details of the order.
The Order Details page displays data about the payment method, maximum finalization date, billing dates, and delivery address. You will use this data for billing and shipping packages to the customer.
- Generate AWB
If you generate AWB directly from the platform, the order automatically receives the Finished status. If you are using a courier that is not integrated on the platform, select the Finished status from the order page and click the Save Changes button.
- Add invoice
You can also upload the invoice that the customer can download from his eMAG account during the order finalization or after. If you have Auto invoicing option enabled, you don’t need to add the invoice here.
How to generate AWBs
To generate an order AWB, go to the Orders section, and find the order of interest in the Order List. Click the Edit button in the Actions column. Go to the AWB section, click the Generate AWB button and select the courier that will deliver the order. If the payment was made by online card or by PO, the Refund field will be filled with 0, and in case of payment on delivery, in the Refund field the amount of the refund will be filled. Click the Confirm button and the AWB displayed in the AWB section will be generated automatically. You will see the number of the AWB, the package code, the date of the AWB and its status – AWB created and the date status.
There is also an option to enter the AWB link generated by a courier company external to the eMAG Marketplace by pressing Add external AWB button, so the customer can access the information.
Adding and removing invoices from an order, type of invoicing and where to download invoices
If you want to add an invoice, go to the Orders section and select the order for which you want to upload the invoice. Click the Show Details button in the Actions column and the Upload Attachment button. A new window will open in which you need to select attachment type Invoice and upload the appropriate file for the selected order by dragging the file or click on the Browse button. Once you have selected the file, click the Upload button and the invoice will be available on the platform, both for you and for the customer. With the Download Attachment button, you can download the uploaded invoice for the selected order at any time.
If you need to delete an invoice, click the Edit button in the Actions column and in the new open page, you can see all the order details. Details of all attached invoices are available in the invoice area. To delete an invoice, click the Delete button next to it. A window will open in which you must confirm that you agree to delete the invoice. Click the Delete button and the invoice will disappear from the selected order and from the customer’s account.
When you want to issue invoices quickly for orders received on the eMAG Marketplace platform directly from the same platform, you can activate the invoicing service in the My Account – Profile section. In this section, you have all the details of your account. Click the Services tab and the Activate 3P service button.
How to process an order canceled by the customer
Access the Orders menu from the Dashboard. A red checkmark appears next to the order ID indicating the cancellation request from the customer. Go to the order canceled by the customer and press the Edit button. You will be redirected to the order details page. To cancel the order, change its status to Canceled, then press the Save changes button.
How to cancel an order
From the Orders section, choose the order you want to cancel, and from the Actions column, click the Show details button. Information about customer data and ordered products is displayed. In the Status field, you need to change the status of the order from Finished to Reversed. After selecting the new status, click the Save changes button.
How to remove VAT from an order
If the client is a legal entity and the company has intra-community VAT, then VAT does not have to be on the invoice, and the amount is refunded to the customer.
Access the Orders menu from the Dashboard and choose the order for which you should remove VAT, press the Editbutton and if all the conditions are met you will see an active Remove Vat button.
Once accessed, VAT will be removed both from the product and from the delivery fee (if the delivery is made under the contract between the Seller and the courier company) or it will be removed only from the product if the order is delivered to an easybox). Delivery fees will still have VAT applied, as the locker delivery is supported by eMAG (VAT payer).
If the order is paid, we can issue a refund to the customer using the Refund button (this is available only if we have an amount to return to the customer).
Processing an order based on the payment method
All customers that decide to buy a product from the eMAG website are free to choose the payment method for their order.
There are four payment methods available on eMAG Marketplace platform:
- Cash on delivery – customers choose to pay their order directly to the courier or at locker pick-up, at the moment of delivery.
As a rule, orders paid with cash on delivery should be processed as soon as they have been received to ensure you will complete and deliver them on time.
When generating an AWB for a cash on delivery order, you must follow some simple steps:
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- Access the Orders menu and select orders in progress with cash on delivery payment method.
- Go to the Quick Actions column and press the Show details button.
- Press the Generate AWB button and check the fields of the AWB form.
- The AWB form holds information about the sender meaning your company, the receiver meaning the customer and about the order.
- For the cash on delivery order, the value of the parcel will be automatically set by the system in the Cash on delivery field.
- Confirming the AWB details will generate order AWB.
- Online card – customers use their online cards to pay for their products. It is very important to take priority in preparing and finalizing orders paid by card. If you use an integrated courier on the platform, when generating the AWB, fill in the Cash on delivery field with the value 0, because the products are already paid.
eMAG collects all the amounts from the online card orders and transfers them to you, according to the established settlement date.
- Payment order – the customer pays the value of the order directly in the bank account of your company. After finalizing the order and receiving confirmation by email, the customer receives a pro-forma invoice showing the bank details at which he can make the payment. It is important to finalize and ship the order only after you have confirmation that the money was sent to your account!
- Gift cards – customer pays the value of the order or part of it with a gift card. If the customer pays the order in full with the gift card, the other payment methods will no longer be considered. If the payment is not fully paid with the gift card, then the customer will select one of the payment methods (cash on delivery, online card, PO) and you will complete the order according to the requirements of each payment method.
