User Basics
Magento Training
Magento Overview
What is Magento?
Magento is our ecommerce platform where all the orders placed by shop.drberg.com go into. In Magento, you can place an order, look up the status of an order, & refund an order.
A login will be given to you by your manager
Magento link: https://backoffice.drberg.com/admin/admin/dashboard/
Finding an order
Login to Magento: Go to SALES à click ORDERS
Type in the order number under SEARCH FOR KEYWORD – then click enter.
If you want to search by email address or name – click on FILTERS and search using the specific section, you want to search by. This will show you what the customer ordered status:
PROCESSING: has not been shipped out
COMPLETE: Shipped out and tracking number is available
Payment Review: Means this order has been flagged as suspected fraud. Email Brittany, our fraud specialist, for an update. [email protected]
Cancelled: Means it was suspected fraud and Brittany cancelled the order
CLOSED: Order has been refunded
To Check if an order was placed by a Sales Rep:
Go to SALES à ORDERS à Search by order # like above and click ENTER
The name of the person will appear under DEALER like below
TO CHECK TRACKING FOR A CLIENT:
Go to SALES à ORDERS à Either type in NAME, EMAIL address or Order # then click ENTER
Click VIEW order once found and then inside the order you will see TRACK ORDER à click on that for tracking information
Placing an order:
Go to Magento (with your login)
Click on SALES --> Orders --> Click on CREATE NEW ORDER
Search for customer by email (if it's a returning customer) or click CREATE NEW CUSTOMER
Click on the customer's name if it's an existing customer
Select the English US store:
Under ITEMS ORDERED --> Click on Add Products:
Enter the product name under the PRODUCT field
If multiple options appear, check the Product SKU list to make sure you are selecting the correct SKU. Product list and SKUs.xlsx This is important – to avoid any error messages while placing an order.
Select the correct SKU by clicking under SELECT --> enter the quantity amount and click OK. Ignore the SUBSCRIPTION section. We currently do not have a subscription option within Magento.
If done correctly, it will look like --> Click on Add Selected Product(s) to Order
Optional Step: If customer provides a code, enter it and click on the arrow next.
Enter the billing and shipping address if it’s a new customer. Confirm billing and shipping if it's an existing customer. Please make sure to double check spelling if street names. If you are unsure, ask the customer to spell it out to confirm.
Provide the shipping methods:
*Always inform the customer that it would take 24-48hours (about 2 days) for our warehouse to process the order. In giving the shipping methods and timeframes, please use business days.
Get the card information and enter it here:
Provide a quick recap of the order and give the total amount before clicking on SUBMIT ORDER
Video Walkthrough:
https://www.loom.com/share/d9df7f8810ac40bd9cdbbb9f0cd5bf51
How to Process a Refund:
Search for the order and click VIEW to open it
Click on Invoices under ORDER VIEW.
Click on View under ACTION
Click on Credit Memo at the top
*If the refund is for the entire order, there is no need to make changes on the Qty to refund under QTY TO REFUND section
Delete or remove the “1” if the item is not included in the refund. Then click UPDATE QTY’s at the bottom
Delete the shipping amount under REFUND SHIPPING. The shipping fee is nonrefundable if the order was shipped out. If an order is being refunded before it gets shipped out, then you issue a full refund back.
Once deleted, click on Update Totals
Check the box for Email Copy so the customer will receive the refund confirmation and click REFUND
Video Walkthrough: https://www.loom.com/share/862ab661f5304a8caa7a9130aae12d26
The order status for the order will change to CLOSED
This will automatically refund the customer back to their credit card, PayPal or amazon pay account. No need to do anything else on those platforms.
If the order was SHIPPED OUT and then refunded, the credit memo will automatically go into NetSuite.
If an order was CANCELLED, meaning it did not get shipped out --> an additional step is needed so the order doesn’t stay PENDING FULFILLMENT in NetSuite.
Open up Refund log REFUNDS 2020 NEW.xlsx - NOTE: All refunds should be entered in this sheet
Fill out all the fields – if the order was cancelled, highlight in RED so Roxanna can process the refund in NetSuite. Roxanna will turn the field GREEN once it has been done
Leave unhighlighted if the order was shipped out and then refunded.
How to process a Reshipment:
Reshipments are done only within the US, if an international order is lost in transit, we issue a refund.
When do we reship?
If the order was return to sender
If the order was not received even if tracking showed its delivered.
If the order was damaged.
If the order was received and the customer claimed it was incomplete.
Rules for Reshipment:
ALWAYS VERIFY THE SHIPPING ADDRESS WHEN YOU RESHIP. For large orders, ask the customer if there’s an alternate address where we can ship the products to.
Open the order in Magento and click on Reshipment button at the top
If it's for the entire order, you can proceed right away to the shipping address and uncheck the box if you need to update the address, if the address is the same no need to make any changes.
*Shipping method should always be FREE.
Once done, click on Submit, take note of the reshipment order id
If you are reshipping 1 item only, do not forget to remove the other items that are not included.
Under ACTION --> select REMOVE for the products that do not have to be reshipped. Then click UPDATE ITEMS and QUANTITIES at the bottom
Confirm the shipping address – make edits if needed.
Select FREE under Shipping Method and click SUBMIT ORDER
Video Walkthrough: https://www.loom.com/share/6f42eb6134a145048c74370ab21b0bcb
Resetting a customer’s login to shop.drberg.com
In Magento, click on Customers --> ALL CUSTOMERS, and using the Search by keyword enter the customer’s email address and click enter.
Once found, Click on EDIT under ACTION
Click on RESET PASSWORD at the top:
This will send the customer an email – have them check spam just in case
The customer will have to set a new password and should be able to log back into their account.
Last updated: Apr 04, 2023 18:14 PM