Congratulations! You have sold a product 🎉 In this article I will explain where you can find the order, what is useful to know and what you can do with an order.
1. Where can you find the order?
You can find a specific order by clicking on an invoice number in the orders overview.
Once you have found the order, you will see the screen below. Here you will find all information about the placed order.
2. How do you change the address details?
The details you see on the invoice are the details filled in by your customer on your checkout page. Has a customer made a (typing) mistake? You can still make changes to the address details afterwards via More > Edit address.
3. Opening and emailing the invoice
The changes are applied to your customer's invoice. The invoice can be both downloaded and re-emailed to your customer. In the example below I will show you how to email the invoice to the customer. Do you only want to view it? Then don't click on Email, but on Download :-)
4. The payment status of the order
An order can have one of the following statuses:
Paid: the order has been placed and your customer has paid;
Pending: the direct debit has been initiated by Mollie and is being processed, but has not yet been executed. Questions about this? Contact Mollie's helpdesk.
Unpaid: the order has been placed, but the order has not yet been paid.
Reversed: your customer has reversed the direct debit - this is a manual action in your customer's online banking environment.
Want to know more about unpaid orders or failed direct debits? You can read more here.
Credited: your customer's order has been cancelled;
Credit invoice: the invoice used to write off the invoice amount;
Want to know more about crediting an order? You can read more here.
5. Order history
Ideally, an order would be paid immediately. Unfortunately this is not always the case. Fortunately, you can see step by step in the order history what has happened.
Below you can see a nice example of what can happen with an order.
As you can see, the direct debit failed. Plug&Pay automatically sends one payment reminder (payment request sent). This email also contains a payment link. If your customer pays via this link, the transaction will be directly linked to the order and the payment status will change to 'Paid'. The payment link will not expire, so the customer can complete the payment at any time using the same link.
If the customer still does not pay, you can click Reminder once more yourself - the same email will then be sent. You can also click Reminder if you see that the order has been created but the direct debit has not been executed, or if you receive the following message: "No valid mandate found by Mollie customer ID:". This means that the direct debit cannot be collected because no authorisation has been given. To resolve this, you can click Reminder.
6. Crediting
It may happen that a customer wants to cancel an order. If you want to cancel an order in Plug&Pay, you need to credit the invoice. You can read all about this in this article.
7. Order details
Order ID: the number of the relevant order
Subscription: (repeat) order of your customer's subscription
Ordered via: checkout where your customer checked out
Paid via: the payment method used by your customer
PSP status: status of the payment
Customer acquired via: the affiliate who referred your customer
8. Webhooks
A webhook is triggered based on a successful order. For this, a webhook must be set up - you can read how to do that here.
Are you getting an error message with the webhook? Then the webhook does not appear to be set up correctly. Always check the structure of your configured webhook or contact the support team.
9. Affiliate commissions: adding and removing
Are you working with our affiliate system and has the commission for your affiliate not been linked, or does it need to be removed? You can do that in the placed order.
You can add an affiliate by clicking Create +. The affiliate must have registered for your affiliate programme in order to be added to the order.
Do you want to remove the commission? You can hover your mouse next to the commission amount. A cross will appear. Clicking on it removes the commission for this particular order. Is it a recurring commission? You can then indicate in the notification that all future commissions should also be removed.