Customer cannot confirm an order
If a customer contacts you and has problems confirming an order, it's good to know where the problem occurs. For example, you can ask the customer for the following information:
Did the customer manage to go to the checkout page and fill in their details?
Can the customer select payment/delivery methods at the checkout?
Were there any problems with the payment? If so, at what point did the problem occur?
If the customer has filled in their contact details, you can search for their shopping cart under Sales > Carts. In the shopping cart, you can see which products the customer is buying and which payment or delivery method they have chosen on the checkout page.
If the problem concerns payment, you can log in to your payment provider's website and check the payment details. Your payment provider is usually better placed to help you with payment problems, so it's worth asking them too.
If you need clarification on whether all your payment and shipping settings are correct, you can also make a test purchase and test the same products your customer is trying to buy.
I can't find the customer's order
If a customer contacts you about an order and you can't find it, you could also search for it in the Sales > Carts section. It may be that the customer has not been able to return to the online store after payment; therefore, the order has yet to be confirmed. If payment has been made, the payment service will usually send a delayed notification, which will eventually confirm the order.
But if the shopping cart does not appear in the order itself, it may be a good idea to check the payment status with the payment service provider concerned (either on their website or by contacting customer service). They can see more details about your customers' payments.
If necessary, you can manually confirm your shopping cart by clicking on the Confirm order button in the shopping cart. However, always check that payment has been made before the products are delivered to the customer.
Delivery methods are not shown in the checkout
If the delivery method is not displayed on the checkout page of your online shop, it is a good idea to check your delivery method settings. The problem may be related to one of the following:
The delivery method is not active. Check that it is active under Settings > Delivery methods.
A restriction on the delivery method limits its visibility on the checkout page. The limit can be based on the total amount of orders, the total weight of products, or wholly restricted to particular products or categories. For more information, see the Restrictions in shipping methods article.
The customer's address may affect the visibility of the delivery method. A simple spelling error in the address entered by the customer may prevent pick-up points from being fetched from the shipping company.
A product's price is incorrect in the order
If a product's price is not correct in the order, it is a good idea to check the following:
Is the product price set correctly?
Is the VAT correct?
Are there any discounts that may affect the price?
Was there a general discount active when the product was added to the shopping cart?
Is the customer attached to a customer group, and are there any discounts available for this customer group?
Was the customer logged in to the online shop at the time of purchase?
Incorrect delivery costs
If the shipping cost is incorrect, it is a good idea to check the pricing settings for the shipping method and the products included in the order. For example, if the delivery price is based on the weight of the products, check that each product has the correct weight.
If you use dynamic pricing for shipping costs, check that all weights and dimensions are set correctly for your products and packages in the shipping method settings.
Discounts are not shown on the order
If a discount is missing from your order, ensure the discount was valid when the product was added to your cart. You will see an action log at the bottom of each order showing when the customer added the products to their shopping cart.
If there are any restrictions on the discount, such as product or product group restrictions, it is a good idea to recheck them and ensure they are defined correctly. If discounts are limited to a specific customer group, ensure that the customer is associated with the desired customer group and logged in when making a purchase.
I cannot edit the order
You can edit an order as long as the order has not been processed. You will then see an Unfulfilled tag at the top of the order page.
If you have already fulfilled the order and need to make some changes to it, you can choose one of the following options:
You can copy the order and cancel the original order. But pay attention to the payment associated with the original order. Make sure that the new order can later be linked to the payment. For example, you can add the payer's name, the original order number, or the date/time of the payment to the receipt of the new order.
If the customer wants to cancel part of the already fulfilled order, you can create a return for the items they don't want.
Cannot create an address card
If you are using the shipping app, you can create an address card at the same time you create shipments.
When creating shipments, it is a good idea to check that the parcel's information is correct (dimensions/weights). Once set, there should be a list of shipping services under the package information.
If you don't see the services, an error message will usually appear on the screen explaining why. If you do not see an error, it may also be a temporary glitch in the shipping service you are using and may work if you try again later.
Customer did not receive an order confirmation
When the message settings are configured correctly, the online store automatically sends the Order Received message and other messages to the customer. If the customer has not received any messages, the reason may be one of the following:
The customer's order has yet to be confirmed (see the above chapter; I can't find the customer's order).
An error in the message settings prevents messages from being sent correctly.
The message cannot be sent due to the status of the orders and other possible restrictions. The article on automated emails contains information on how to change these settings. It is a good idea to check that the message is active in the settings and that the restrictions are set correctly.
Automated emails also require filling in the sales channel contact information in Settings > Basic Information. You will need to set your email address at least, as it will be used as a reply email in automated emails.
If all settings are in order and the message is displayed on the status page (in the sent messages section), ensure it has not been sent to your customer's spam folder. Automated e-commerce emails can always be interpreted as spam, although this is quite rare.
Canceling an order or returning products
A customer may wish to cancel an order or only part of an order. This is usually in one of the following situations:
If the customer wishes to cancel the entire order before processing it, please follow the Canceling an Order article.
If the customer wants to cancel part of the order before it is fulfilled, you can edit the order. If you wish to cancel a part of the order before the order has been processed, you may need to make changes to the payment:
- If the customer has paid with Klarna, you can manually charge the correct amount after editing the order. A notification will appear on the page for that purpose.
- If the customer has used another payment method, you can make changes to the payment on your payment provider's website.
If the customer wants to cancel all or part of the order and you have already fulfilled the order, you can create a return for the order.
Changing products in an order
A customer may wish to change some of the products they have ordered. You can make changes in one of the following ways:
If the order has not yet been fulfilled, you can edit the order.
If the order has been fulfilled, you can.
a) Create a return for the products that the customer wants to change and then create a new order with the new products or
b) create a return for the entire order, copy the order into a new one, and then make the necessary changes.
Checking the payment
If the payment method is Klarna and you are editing the original (unfulfilled) order, there is a separate Charge button in the payment method to charge the correct amount from your customer.
If the payment method is Klarna and you are making returns on a processed order, you can turn off automatic debits. In this case, Klarna will not refund the amount automatically, but you can manually make changes to the payment either in Finku or in the Klarna merchant portal. You can find the automatic processing setting by clicking on the wheel icon under the payment method.
If the order is paid by a payment method other than Klarna, you can make the necessary changes on your payment provider's website.
Returning the payment to the customer
Returning payments to your customer depends on the payment service and the status of the order processing.
Klarna as a payment method and the order is not fulfilled:
If the customer has paid with Klarna and the order has not yet been processed, please cancel the order by following the Canceling an order article.
Klarna as a payment method and the order is fulfilled
If the customer has paid with Klarna and the order has been fulfilled, you can create a return for the order. Once the return has been created, the payment is also automatically refunded. You can check the refunded amount after the refund has been created. It should appear in the Klarna box on the original order's page.
Other payment service providers
If the customer has used a payment method other than Klarna, you can refund the payment on your payment provider's website. Your provider can help you to log in to and use their service.
Custom payment methods:
If the order has been paid by one of your custom payment methods (e.g., invoice or manual bank transfer), you can refund the customer in the way that is most convenient for you and your customer, for example, by paying the amount directly into the customer's bank account.