Order Management Guide

Introduction

UltraCart's Order Management system is the central hub for reviewing, managing, and processing customer orders. This guide covers both the configuration options found under Configuration → Order Management and the operational interface under Operations → Order Management. You'll learn how to automate order processing, configure chargeback handling, and make full use of the order life cycle tools.

Prerequisites

Prerequisite: You must have Administrator or Order Management permissions to access the features described in this guide.

Before proceeding, make sure:

• Your account has access to the Order Management module.

• You've set up payment methods and shipping configurations.

• Pre-orders, auto orders, or quote requests are enabled if you plan to use those features.

Configuring Order Management Related Features and Settings

Open

1. Configuring Order Management Settings

Navigate to Configuration → Order Management to customize your order processing logic.

1. Accounts Receivable Retry
   Configure automatic retries for orders that failed payment and were sent to Accounts Receivable.

2. Auto Order Processing
   Define how auto orders (recurring subscriptions) are processed, including billing cycles and retry behavior.
   Auto Order Processing Documentation

3. Chargeback Processing
   Set up how chargebacks are tracked, categorized, and escalated within your system.

4. Custom Fields
   Add and manage dropdown options for custom fields associated with orders.

   Tip: This helps enforce consistency and avoids issues caused by typos or inconsistent casing.

5. Exporting Orders
   Customize the mapping of fields when exporting orders to external systems.

   Use Case: Use this for data migration or integration with third-party reporting tools.

6. Old Order Handling / Order Retention
   Manage how long completed or archived orders are retained within your account.

7. Point of Sale, Printable Documents, Refund/Reject Reasons, Report Delivery, Task Generation
   Additional configuration options for automating documentation, reports, and internal workflows.

Open

Open

2. Navigating the Order Management Interface

Go to Operations → Order Management to review and act on individual orders.

Order Life Cycle

These departments provide life cycle order management. Each stage has a screen to provide functionality specific to that stage:

Each stage of the order process has a dedicated section:

1. View All Orders – Search and view orders across all statuses.

2. Pre-orders – Manage orders containing pre-release products.

3. Quote Requests* – Handle orders requesting a manual quote.

4. Accounts Receivable – Review orders that have not yet completed payment.

5. Pending Clearance – See orders awaiting payment confirmation (e.g., E-checks, Amazon Payments).

6. Fraud Review – Investigate high-risk orders flagged for potential fraud.

7. Shipping – View and manage orders ready for fulfillment.

8. Completed Orders – Review orders that have been paid and shipped.

9. Auto Orders – Monitor subscription orders with recurring billing.

10. Held Orders – A holding area for orders that are not ready for immediate processing.

11. Case Management – Communicate with customers about specific order issues.

12. Manually Add Order – Manually enter orders with real-time editing of items and shipping costs. (See doc)

13. Point of Sale* – for processing orders in brick and mortar locations or sales events.

Tools

1. Batch Order Operation - Perform various operations on a batch of orders.

2. Export Orders - Export orders in CSV, Excel or XML format.

3. Export Orders / Export Auto Orders - Export order data using custom-defined mappings.

4. Undelete Order - Undelete an order.

Conclusion

By setting up your configuration options first, you lay the foundation for efficient and accurate order processing. The operational tools in Order Management then allow you to act on orders throughout their lifecycle—from quote requests to shipping, chargebacks, and customer communication.