Contents
Customer orders in pixi follow a lifecycle, which is represented by different status. It is important to distinguish between order status and order line status. A customer order goes through various process steps in the individual pixi applications, e.g. the payment adjustment in pixi payments, picking and shipping in pixi Shipping, replacement or return. So that you can always check the status of a customer order, pixi marks orders, order lines and invoices in pixi Customer Service with different status symbols.
Customer Order Status
A customer order goes through the following status:
Open: This order is - if all goods are available - ready to be shipped and not yet fully delivered and / or canceled.
Closed: This order is complete, either by complete shipment or by cancellation of all items (STO and / or NLB) or by a mixed form of shipping and cancellation.
Hold: This order is parked and requires approval, either in pixi Customer Service or through pixi Payments via payment reconciliation.
Tip: You can filter orders by status. The filters are available in the three-dots menu of the Status column in pixi Web.
Order Line Status
The following status can be set for an order line:
New: The new order was not imported from the shop, but manually created in pixi and has not yet been saved.
On Hold (HAL): waiting for payment / release.
Accepted (ANG): Order released for shipping, will be shipped when goods are available.
Scanned In (EIN): Goods are in the box, will be set automatically.
Shipped (AUS): Goods have been shipped, will be set automatically.
Returned (RET): The customer has returned this item, will be set after execution of the returns wizard.
Replacement (MIN): The customer wants to exchange one or more articles of the order. In this case, a new order is generated in which the returned item appears with Minus. Automatically set after creation of a replacement.
Canceled (STO): Goods have been canceled.
Not available (NLB): Items are no longer available. An item that is not available, is no longer in stock, but is not ordered from a supplier. Most times these are seasonal items or similar.
Fulfillment Transferred (FUT): The items are available in the shop, but the shipment is handed over to a fulfillment service provider. The fulfillment service provider takes over all order lines with this status and ships the goods to the end customer, so for order lines with the status FUT you know the following: Data has been sent to the fulfillment service provider, order is waiting for execution.
This status is basically the same as the status Fulfillment Transferred. However, in this status the order line has not been confirmed by the fulfillment service provider.
Fulfillment Shipped: Order was executed by the fulfillment service provider.
Tip: In Orders > Order Details > Order lines in pixi Web, you can filter by order status.
The following overview shows the process with the different status:
Automatic status changes with different payment methods
Status per payment type
In the pixi Control Center > Tables tab > Payment Types table, you can define the status to which purchase orders of a payment type are to be set during import or manual creation. To do this, select the respective status in the dropdown of the field Orderline Status.
Automatic cancellation of HAL orders
In addition, you can specify whether orders in status HAL are automatically canceled after a certain period of time. If, for example, a customer has forgotten to pay for his order in advance, pixi can remind the customer of his order by automatically generating a reminder email. This can be conveniently configured within the pixi Auto Emails. However, it can also happen that even after multiple requests, you will not be paid and the open order with the status HAL will remain logged in the system. Exactly for these cases, you can define in pixi settings via the pixi Control Center > Tables tab > Table Payment Types > column HAL Cancel Days for each payment type after how many days the order should be automatically canceled. This leaves no unpaid old orders in the system and you always have an overview of the current affairs.
Manual Status Changes
The status of an order and the order lines is usually set automatically by pixi. If an item has been placed in the box at the Scan-In, for example, the status is automatically set to EIN, after the ship-out, the status is set to AUS.
In some cases, however, you may need to intervene manually and make status changes.
Release HAL Order
To manually release an order from status HAL for shipping, proceed as follows:
In the Search tab, select the respective customer from the results list and open the Orders tab by double-clicking.
Now select the relevant order in the list of the customer's orders.
Now click
in the toolbar.
All order lines in status HAL are now set to ANG and shipped according to stock. It is not possible to release individual order lines.
If you manually release an order and also manually add the corresponding payment to the customer account, the matching between payment and invoice must be set manually in the customer account.
Canceling an order / an item
If a customer calls to cancel his entire order or individual items, do the following:
In the Search tab, select the respective customer from the results list and open the Orders tab by double-clicking.
Now select the relevant order in the list of the customer's orders.
Now click
in the toolbar to cancel the entire order.
If you only want to cancel individual items, select the respective item in the Items tab of the order details and click
in the toolbar.
All order lines are now set to STO and not included in the shipping process.
Hints:
- If you cancel orders, you may need to manually remove automatically created payment events in the pixi Customer Account. Payment events are automatically created for specific payment types if the "CA Auto Create Payment" setting is enabled in the pixi Control Center > Tables tab > Payment Types table for the respective payment type.
- Order lines can't be set to NEW by STO / NLB if the order date of the order line is more than 1 month ago. This has been implemented to avoid erroneous billing if the VAT has changed within the time the order lines were in status STO / NLB.
Set item to Not Available
If your supplier informs you that an item can no longer be delivered, you can set order lines directly in the Item Info as well as in the Item Information in the pixi web application to NLB. Please read: Open customer orders.