Contents

ESupport Portal

The ESupport portal (https://esupport.ecommerce.softline.com/) allows your technical support managers to process orders.

ESupport features:

  • Search and view order data
  • Download order documents
  • Manage auto-renewable subscriptions: cancel or resume
  • Resend product license information
  • Create order refund requests

You have access only to the orders placed using your checkout page.

To get access, you have to contact our support team and provide the following data:

  • Email addresses of the technical support specialists who need access to the portal
  • If you have several checkout pages, you have to specify to which checkout pages each specialist should have access. You can divide your support specialists into teams (groups) so that each team (group) works only with a specific checkout page

The data allowing you to access the portal (login, password) is sent automatically to your specialists by email after the creation of their accounts.

To search for orders by date, use the following fields:

  • Order creation date 
  • Order payment date 

If several filters are filled, then only the orders that satisfy all the conditions specified will be found.

You can enter:

  • One date (date from) - in this case, orders created and (or) paid for on the date entered will be displayed
  • Date period (date from - to)
    When searching, dates entered in the "from-to" fields are included in the period

When positioning the cursor in the date field, a pop-up calendar opens to help select the date.

To search for orders by status, use the Order status checkboxes. The search results will contain only the orders that have the statuses you select. More details on order statuses.

If several filters are filled, then only the orders that satisfy all the conditions specified will be found.

It is recommended to use the "search by status" option combining it with other filters; otherwise, the order list displayed may be too long.

To search for orders by ID, use the Order IDs field.

You can enter several IDs separated by spaces, commas or input them in a column format.

Only the numeric part of the ID number is used for searching, for example, searching result for A0012345678 and 12345678 will be identical.

If several filters are filled, then only the orders that satisfy all the conditions specified will be found.

To search for orders by customer data, use the following fields:

  • Phone Number - search by customer phone number
  • First Name - search by customer first name
  • Last Name – search by customer last name
  • Email – search by customer email
  • Company - search by company name - provided if the order is for the legal entity
  • VAT Number - search by customer taxpayer number
  • Last 4 digits of Card Number - search by the last 4 digits of the card that was used to pay for the order

For all data, except for the email address, the search is executed strictly according to the given keyword (exact match). It means that if you enter a partial word, the order will not be found.

For the email address, search by part of a word is available, for example, when searching by "mail.com", orders having an email can be found: e.g. , etc.

Search by phone number is performed only according to the numbers entered (exact match), other characters and spaces in the string are not taken into account. For example: if you enter a number as 8 (905) 1234567 or 8 905 123-45-67, then number 89051234567 will be found. Also, using a partial number, e.g. 8 (905), no order with a full phone number will be found.

If several filters are filled, then only the orders that satisfy all the conditions specified will be found.

When searching by customer data, no order may be found, if the customer uses the right to personal data erasure, more details.

If you use Softline automatic order fulfillment tools (electronic product delivery), you can find orders by license information. Use the Activation code field.

The minimum search query length is 3 characters.

You can search by part of a word, for example, when entering AAAA-123, orders with the following keys will be found: AAAA-123-12345, AAAA-123-3333, etc.

In case of order refund:

  • If the refund procedure requires activation code removal, then the activation code is marked as deleted, but not removed from the order
  • Such an activation code can no longer be sent/shown to the customer again
  • But the order can be found by the value of the activation code deleted

If several filters are filled, then only the orders that satisfy all the conditions specified will be found.

To view orders, use the search form at the top of the page.

E.g., enter the current date into the Order creation date from field and click on the Find button to find all orders created today. After the search is complete, a table with a list of all orders found will be displayed on the page.

Each order is displayed in two lines that contain different info blocks.

 

The first line (with a gray background) contains the following order information:

  • Order – order ID on our end
    Displayed in two options: in the format that is used for displaying to the customer, and in the 1C format.
    You can view orders as customers view them. Click the ID of the order you want to view to go to its page.
  • Creation date - order creation date and time
  • Payment date - order payment date and time (displayed if the order is paid)
  • Total - total order cost
  • Request refund - button to send a request for a refund. Available only if payment was successful. The button becomes hidden after a refund is made
  • Status - order processing status. An order can have several statuses
  • Name - customer's full name (first name, last name)
    The deleted value is displayed instead of the data if the customer uses the right to personal data erasure, more details
  • Email - customer’s email address
    The deleted value is displayed instead of the data if the customer uses the right to personal data erasure, more details
  • Company - customer's company name (filling out is required for legal entities)
  • Store - technical name of the checkout page into which an order is placed

The list of events that happen to orders. The list is displayed in the Order history block. Here you can see all the information about the following:

  • Emails sent to customers (including the ones with license information)
  • Errors, if any (e.g. payment errors)
  • Order statuschanges
  • Subscription events (including parent/child order IDs)
  • IDs of related orders placed through TYPO
  • Personal data anonymization (executed at the customer's request). In this case, the order history contains the following record: Personal data anonymize

The payment data is displayed in the Payment Method block. It includes:

  • Payment method used for order payment. This is a technical name of the payment method (may not be the same as what the customer sees on the checkout page)
  • Last 4 digits of card number. Displayed if the customer used a card to pay for the order
  • Order Documents – button to download order payment documents

The information about the contents of an order is displayed in the Order items block. The following data is displays for each order item:

  • Product name
  • Number of product items in one order
  • Discount data, if applied
  • Subscription data, if created
  • Delivery status of item license information: Not delivered or Delivered
  • Additional order parameters saved into the order, more details
  • Additional data, if additional product fields were displayed and the customer filled them out

The information about the contents of an order is displayed in the Customer block.

Instead of the customer data, deleted can be displayed if the customer has exercised the right to delete their personal data, more details.

You can see the following in the License information block:

  • The data of the user who owns the purchased license. The user can be any customer or any other person, if the functionality of the checkout page allows you to assign licenses to a different person
    • Note! Order license information is sent to the customer's email (located in the General Order Data block above the Customer block) in any case. The Email taken from the License information block (if it differs from the email provided by the customer) is not used. Order license information is not sent to this email
    • Instead of the data, deleted can be displayed if the customer has exercised the right to delete their personal data, more details
  • Activation code - license information sent to customers (key)
    • If there are several items in an order, and license information was sent separately per item, it will be numbered the same as the items in the order
    • If there is no license information for any of the items, the list containing license information will have an empty line
    • If license information is crossed out, it means that it was deleted. Deletion is executed after an order becomes refunded
  • Resend - button to resend license information

You can go to the page of an order. The order page becomes available to the customer after the order has been created.

You have to:

  • Find the order you require
  • Click its ID
  • The order page opens in a new window

Various documents can be generated for the order, e.g. closing documents for legal entities.

If there are documents present in the Payment Method block, than the Order Documents button is displayed.

When clicking on the button, a window opens where you can view a list of documents for the order. The documents can be downloaded.

If the payment documents of the order the customer has to pay for have been generated (e.g., an invoice), they can be viewed on the page of this order. Click the order ID to go to the checkout page.

Use the search form to find the desired order. For example, in the Order creation date from field, enter the current date and click the Find button to find all the orders created today. After the search is completed, the page displays the table with a list. The list contains all the orders found.
There is no specific filter to search for orders containing only subscriptions.

If an order contains a subscription product, additional information is displayed for the subscription in Order items and Order history:

  • Subscription status:
    • Auto-renewal has been activated - subscription is active, can be cancelled
    • Auto-renewal has been deactivated - subscription is canceled, can be resumed
  • History of subscription actions
  • IDs of orders related

NOTE: This data is displayed only for AR and PMR subscriptions. The rest mechanisms used for handling renewals are not subscriptions. The system creates a subscription after payment is made for the parent order. Thus, the subscription information is displayed in the parent order only if the parent order has been paid for. The information is always displayed in the child order (as the parent order was paid for and the subscription already exists).

You can perform the following actions with a subscription:

  • Cancel
  • Resume
Example of an order with an active subscription

If a product in an order uses e-delivery (Softline automatic order fulfillment tools), and the license information for the product has been received and saved into the order, you can resend it to the customer. To do this, click the Resend button located in the Activation code block with the saved license information. The button is displayed for each license information of each order item individually.

How it works:

  • The customer pays for a product order. Оne of the Softline automatic order fulfillment tools allowing you to send license information has been configured
  • The system initiates the receipt of the license information, for example, sends a request to your web service and receives a product activation code in response
  • The system receives the license information for the product from you, saves it into the order, sends it to the customer by email
  • You see this information in the Activation code block in the order data on the Esupport portal
  • If you click the Resend button in the Activation code block, the saved information is resent to the customer's email (the one above the Customer block)

If you do not see the Resend button, it means:

  • No license information has been saved for the product into the order yet
  • The status of the order is not equal to paid. You can send license information only if the order has the paid status. Otherwise, for example, if the order was refunded and its status changed to deleted, you cannot send its license information - even if this license information had been saved into the order earlier
  • Delivery is forbidden for your checkout page. This setting is adjusted on our side and may depend on the peculiarities of configuring the Softline automatic order fulfillment tools used for sending license information

After clicking the Resed button, the system asks you to confirm the action. After clicking the Resed button, the system asks you to confirm the action. If resending is successful, you must see a message in the order history. The message notifies that the email containing license information was sent.

A refund request can be submitted if the conditions are satisfied:

  • Order status is Paid
  • Order cost is greater than zero
  • There is no refund request that is being processed or have been completely fulfilled

To submit a refund request on the order:

  • Find the order using the search form
  • Click on the Request refund button in the Total block
    If there is no button, then no request can be sent (see the conditions for sending a request above)
  • Fill in a refund reason in the window that opens
    Maximum number of characters is 500
  • Click on the Send button

After sending a refund request, the order gets an additional status: Refund request has been sent
If during processing changes happen to the order, its status will change to: Refund info is being updated

When a refund request is complete:

  • The status will change accordingly:
    • Request has been completed - refund request is fulfilled
    • Refusal to refund - refund request has been declined, for example, if the dispute cannot be resolved otherwise
  • The following notification will be sent to the email of the customer who sends a refund request:
    From:
    Subject: [Esupport] Refund request for [order id] has been completed
    Content: Your refund request for [order id] has been completed with result: [order status]
    Possible refund request statuses:
    • full refund completed
    • partial refund completed
    • refund failed