Manage pending and past orders from your shop

30/11/2019
This feature is gradually being rolled out to the US only. It may not be available to you at this time.

If you have a US Page with a shop section, you can manage pending and past orders directly from Facebook.

  • The Manage pending orders section covers how to get paid, print a packing slip or cancel an order.
  • The Manage past orders section covers how to refund an order or contact a customer.

First, you'll need to access your orders. Here's how:

  1. On your Page, click the Shop section
  2. Click the drop-down menu and select Manage shop.
  3. To get to your orders, click Pending orders or Past orders

Manage pending orders

How to get paid, print a packing slip and cancel an order

In the Pending orders section, you can select the order you want to manage (only one at a time) by ticking the box next to the order, clicking the Actions drop-down and selecting what you want to do. Marking an order as dispatched is how you get paid.

  • To mark an order as delivered:
    1. Select Dispatch Order from the Actions drop-down.
    2. Select a courier and enter the order's tracking number.
    3. Click Mark as Dispatched.
  • To print a delivery slip, simply select Print Delivery Slip from the Actions drop-down and print the slip when it loads.
  • To cancel an order:
    1. Select Cancel Order from the Actions drop-down.
    2. Select a reason for cancelling and, optionally, add notes about the cancellation.
    3. Click Cancel Order.
  • To contact a customer about an order:
    1. Select Contact Customer from the Actions drop-down.
    2. Enter an email address that the customer can reply to and your message to the customer.
    3. Click Send to Customer.
    4. Click OK.

Manage past orders

How to refund an order and contact a customer

In the Past orders section, you can select the order you want to manage (only one at a time) by ticking the box next the order, clicking the Actions drop-down and selecting what you want to do.

  • To refund an order:
    1. Select Refund Order from the Actions drop-down.
    2. Enter the amount of the refund, select a reason for refunding the order and enter any additional details explaining it.
    3. Click Refund.
  • To contact a customer about an order:
    1. Select Contact Customer from the Actions drop-down.
    2. Enter an email address that the customer can reply to and your message to the customer
    3. Click Send to Customer.
    4. Click OK.

Note: If your customer orders more than one of the same product in one order, they'll only be charged one delivery fee.

* Nguồn: Facebook