Orders

Orders are a key feature of Velocity. Velocity acts as the central hub for orders made by and on behalf of customers, both in the storefront and within Velocity itself. See more details about placing orders here.

Info

Orders created in Velocity are automatically exported to BigCommerce. Orders created in BigCommerce will get automatically imported into Velocity. Order updates are synchronized between both platforms.

When an order is created, it is assigned a unique number, called the order number, or order ID. An order's number will be the same in Velocity and in BigCommerce.

Velocity supports various types of orders:

• Normal orders are paid for when the order is placed using store credit or customer credit card
• Terms orders are order that can be made for the customer without collecting an payment upfront. Payments are collected over a specified period of time from a customer's balance. Terms is a line of credit is tracked and managed within Velocity
• Capital terms orders are similar to terms orders, except with a few key differences in how orders are invoiced

Order List

When an order is created in Velocity, it will appear in the orders list, which can be viewed by navigating to the * Orders* page in the navigation menu.

The orders list page is the best way to get an overview of orders placed within Velocity. Here, the user can search, filter and sort against orders they are authorized to view.

Note

Learn about order visibility on the Access Control documentation

Order search

Orders can be searched by any of the following fields:

• Order number
• Customer first name
• Customer last name
• Customer company name
• Total cost

Order Statuses

Status	Description
Pending	Customer started the checkout process but did not complete it.
Awaiting Payment	Customer has completed the checkout process, but payment has yet to be confirmed.
Awaiting Fulfillment	Customer has completed the checkout process and payment has been confirmed.
Awaiting Shipment	Order has been pulled and packaged and is awaiting collection from a shipping provider.
Awaiting Pickup	Order has been packaged and is awaiting customer pickup from a seller-specified location.
Partially Shipped	Only some items in the order have been shipped.
Completed	Order has been shipped/picked up, and receipt is confirmed; client has paid for their digital product, and their file(s) are available for download.
Shipped	Order has been shipped.
Cancelled	Seller has cancelled an order, due to a stock inconsistency or other reasons. Cancelling an order will not refund the order.
Declined	Seller has marked the order as declined.
Refunded	Seller has used the Refund action to refund the whole order.
Disputed	Customer has initiated a dispute resolution process for the transaction that paid for the order or the seller has marked the order as fraudulent.
Manual Verification Required	Order on hold while some aspect is manually confirmed. Orders with this status must be updated manually.
Partially Refunded	Seller has partially refunded the order.

Order Placement

Orders can be placed on the BigCommerce storefront by your customers or directly through Velocity by your users.

Storefront

The BigCommerce storefront exists as a self-serve portal for your customers. When a customer makes a purchase through the BigCommerce storefront, that order is automatically imported into Velocity.

While on the BigCommerce checkout, your customers will have access to the same addresses and payment methods that are visible in Velocity.

Velocity

Alternatively, Users can place orders on behalf of your customers through the Velocity checkout workflow. To start placing an order:

1. Find your customer on the customers list
2. Select the … button and select New order from the dropdown

Alternatively,

1. Select the customer to view the customer details
2. Select the Orders tab and select the New order button

Add Products

At this point, you will be directed to the page to add products for checkout. Here, products can be quickly and easily searched, filtered and sorted. Once a product is found in the list, simply select the + button to add it to the cart.

Once a product has been added, you can change the quantity, adjust the price, or remove the item from the cart.

When all products have been added, select Proceed to checkout to finish continue to the checkout step.

Checkout

Checkout is the final step to creating an order. It allows for configuring the required information that Velocity needs to fully process the order.

• Shipping address (physical orders only)
• Shipping method (physical orders only)
• Billing address
• Order notes (optional)
• Custom field values
• Payment method
• Coupon codes (optional)

Checkout also allows for creating new addresses if they are missing or adding new payments methods, if necessary. Products may also be conveniently added, removed or modified at this stage.

Once the final checkout settings have been selected, click Place order to create the order. Once created, Velocity will present navigate to the Order details page.

Place an Offline Order

To place an order offline, follow the steps above to reproduce a cart and checkout screen. Toward the bottom of the page in the "Payment Method" section, there will be a bubble to select the option "Pay for this order offline". When doing so, Users will be met with a callout stating the following:

• You are reporting this payment as offline
• No payment will be collected for this order

Once placed, Users can filter offline orders within the Orders page by using the filter icon.

Order Refunds

An order, paid up front with a credit card or with store credit, may be refunded to the customer.

To view or manage refunds, navigate to the Order Details page Refunds section.

There are multiple options for refunding an order. You may choose to refund:

• Individual items in the order
• The entire order
• Custom refund amount

Additionally, a refund may be applied to a specific payment method

• Any payment method registered for the customer
• Store credit
• Offline (e.g. cash, check)

Create Refunds

Tip

Payments made against terms or capital terms orders may be refunded with a different workflow.

To create a new refund, select the New refund button in the Refunds section.

Info

If this button is disabled, it could be that the order has already been fully refunded, the order status is Disputed, or the order has not been approved yet (integrations only)

Refund types

Select the option for the type of refund you would like to create:

• Refund Individual Items — If refunding individual items, select the quantity for each item you would like to refund.

• Refund Entire Order — When refunding the entire order, the quantity for each item will be automatically set to the total number of items in the original order.

• Refund Custom Amount — Enter the custom dollar amount you would like to refund, up to the original order total amount. Note that with this refund type, the refund will not be associated with any specific items in the order.

Refund Destination and Reason

Select the Get quote button to display the possible payment methods that funds may be returned to. The available options will vary based on how the order was originally paid for.

Finally, you can select the reason for refunding this order, along with any optional notes.

Select the Refund button to finalize the refund.

Order Attachments

Files can be easily attached to orders within Velocity once they have been placed. Here are some examples of types of files that could get attached to an order:

• Signed receipts or quotes
• Tax documents
• Email history or other communication related to the order

Order attachments can be viewed in the Order Details view in the Attachments section.

Upload Attachments

To attach a file to an order, select the Upload button in the header of the Attachments section. To select a file to upload, drag and drop the file into the dashed area, or select Select a file to show the file picker window. The Attachment name will default to the name of the selected file, but you can change it before uploading. Select * Upload File* to upload the file.