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Order search

Last updated: 09-Nov-2021
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Overview

Use 2Checkout's order search capabilities to search for information on purchases your customers made. Order search requires that you have an active 2Checkout account and shoppers have placed at least one order using your buy-links.

Most orders should be available in the search results almost instantly, but there might be situations where it might take up to 15 minutes for an order to be available in search results.

Availability

Order search is available to all 2Checkout accounts.

Search for orders

  1. Log in to your Merchant Control Panel.
  2. Navigate to Orders & customers → Order search
  3. Click on the eStore orders tab.

order search_1.png

4. Select the query type to search by:

  • Unique order reference
  • External reference attached to an order
  • Shopper reference number
  • Customer Name/Company
  • Customer email
  • Coupon code
  • Invoice number
  • SKU (Stock Keeping Unit)
  • Sales SRC (the source of the sale defined using the SRC parameter)
  • Credit cards last 4 digits
  • Phone number

order search_2.png

5. Use the Exact matches option to return only results that fully match your search criteria.

order search_3.png

6. Use additional filters to narrow down your search:

  • Order status
  • Order date
  • Product
  • Delivery type (electronic, physical, or both)
  • Order flow
  • Order type
  • Order origin
  • Country/State (only for the United States)
  • Payment method
  • Test orders

7. You can choose to display only orders coming from affiliate sales or orders with chargebacks, by using the following filters:

  • Affiliate orders only
  • Chargeback orders only

Order date

  • The date the order was completed is displayed for orders with one of the following statuses
    • Finished
    • Refund
    • Partial Refund
  • The date the order was placed for orders with one of the following statuses
    • In progress
    • Pending approval
    • Purchase order
    • Unfinished
    • Canceled
    • Suspect

Order status

Order status in search export

Order status in Merchant Control Panel

Approval status

Notes

COMPLETE

Finished

Finished

The order is paid and fulfilled.

AUTHRECEIVED

Pending approval

Pending approval

2Checkout is currently investigating the order. The payment was approved by the bank but is not recommended to take any action until the final approval from 2Checkout is received.

In progress / Processing

In progress

The order has been approved and is waiting for fulfillment confirmation.

Purchase order Unfinished Unfinished 'Purchase Order' (the order has been approved but not paid yet)
Confirmation required Unfinished The order contains products that need your delivery approval and it will be processed after you confirm it.

Suspect

Suspect

The order did not pass 2Checkout anti-fraud filters. It can still be approved if customer authentication is successful (2Checkout will contact the customer and/or request documents related to the payment). 

REVERSED

Canceled

Canceled

The order was canceled because it failed to pass 2Checkout anti-fraud filters and the transaction funds have been returned to the customer.

PENDING

Unfinished

Unfinished

The order has incomplete/delayed/invalid payment details. If you have activated the follow-up option (see Ordering options settings), 2Checkout will try to recover the order (the customer will receive a follow-up email with further information for finalizing the order). This can happen in either of the following situations:

  • the shopper did not finalize the payment;
  • 2Checkout has not yet received the payment (applicable to offline payment methods);
  • a technical error has occurred.

Note: Orders with status Pending, with the same product ID, same Product Info (if available), same customer Email Address, and not older than 24 hours are considered duplicate and are not displayed in the Merchant Control Panel.

Suspect

Suspect

The order did not pass 2Checkout anti-fraud filters. It can still be approved if customer authentication is successful (2Checkout will contact the customer and/or request documents related to the payment).

TEST

TEST

TEST

Test order.

TOTAL REFUND

Refunded

Refunded

The order has been canceled and the funds have been returned to the customer.

PARTIAL REFUND

Refunded

Refunded

The order has been canceled and a partial amount has been returned to the customer.

CHARGEBACK

Refunded

Refunded

The refund issued as a result of a lost chargeback dispute.

Restrict users from running blank & partial order searches

The 2Checkout platform allows all users to run blank or partial order searches by default. This is done through a special role that is activated on all merchant accounts.

To restrict certain users from running blank and partial order searches:

  1. Go to Account Settings and click on User management and then on the Manage button.
  2. On the Users page, select the user you want to restrict and click the Edit button order search_edit button_4.png to disable the blank & partials searches for that user.
  3. On the Add role page, under the Orders & Reports roles section, uncheck the Blank & partial searches for eStore checkbox.

order search_5.png

5. Click Save role at the bottom of the page.

Once you disable this privilege, users governed by the role you edited will no longer be able to run blank or partial searches. They will be prompted to enter the full customer or company name/reference/email address in order to search in the Name/Company or Email fields.

Search for orders placed through the purchase order flow

  1. Go to Order Search and click More search filters.
  2. Use the Order flow filter to select the Purchase order.
  3. Click Search.

Search for orders by settled date

If you are a European merchant on the PSP business model (2Sell & 2Subscribe accounts) with the Payout at cashed date option enabled, you can search for orders using the Settled Date filter in the Merchant Control Panel. 

The settled date is the date the order is marked by the system as ready for payout when orders have one of the following statuses:

  • Finished
  • Refund
  • Partial Refund

When searching for orders by Settled date, results return reconciled orders.

If you have multiple accounts and one of the accounts has the 'Payout at cashed date' option enabled, if you select 'Search by Settled date' and 'Aggregate reports for all accounts', your search will return the orders with the settled date.

The 'Search orders by settled date' option is not featured currently in the Order Search Export and Instant Search Export (ISE) but will be added at a later stage.

Merchants who do not meet the above criteria will be prompted with the default Search order view. 

How it works

  1. Log in to your Merchant Control Panel.
  2. Navigate to Orders & customers → Order search
  3. Click on the eStore orders tab.
  4. For the Search by filter, select Settled date.

order search_settled date_6.png.jpg

Order Search Export Templates

You can create order search export templates by adding or removing different column headers to help you analyze and improve revenue churn. 

You can add a new column header to your order search export report (for example, you can add the External Customer ID column) by adding a new template for improved reporting capabilities.

To add/edit an order search export, follow these steps:

  1. Log in to your Merchant Control Panel.
  2. Navigate to Orders & customersOrder search and click on the Export button, as shown in the image below.

order search export new template_1.png

3. Click on Edit templates.

order search export new template_2.png

4. To edit a template, click on the Edit icon next to the template name.

order search export new template_3.png

5. Edit the template by changing the Template name and/or by adding or removing the column headers you wish to include in your export.

6. Click Save.

order search export new template_4.png

7. To add a new template, click on the Add new template button on the Export templates settings page.

order search export new template_5.png

8. Customize your template by creating a Template name and by adding the column headers you wish to capture in your export.

9. Click Save.

order search export new template_6.png

 

 

 

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