Customer: Orders Overview

Appxite Updated by Appxite

Introduction

This article guides users through managing orders in Customer View, including viewing recent and historical orders, understanding order statuses, and accessing detailed order information. It explains how to track order progress, review order details, and understand the differences between various order states.

In this article:

Accessing the orders section

The Orders section is available only in Customer View when logged in on behalf of the Customer organization.

By default, the open page view displays Recent orders, where you can see all orders with different statuses such as Start, Provision finished, Provision failed, and additional details including who placed an order and when the order was placed.

From the Recent orders view, you can access Historical orders by selecting the Historical orders button. 

This section displays orders with completion statuses such as completed, completed with errors, or failed, along with details about who placed the order and when.

Understanding order fields

The orders section displays the following fields:

  1. Order ID / # of items - The order number and list of Licenses
  2. Requested changes - Any changes made to the existing order or Subscription, including increase or decrease of Licenses, Auto-Renewal enabled or disabled, License suspension, or new Subscription purchases
  3. Created by - Expands the users' list and shows all users who have placed orders for selected organizations
  4. Date - The date when the order was purchased or changes to the Subscription were made
  5. Status - Current state of the order
  6. Note - Optional note that can be added to the order
  7. Historical orders button - Available in the Recent orders view
  8. Recent orders button - Available in the Historical orders view

  9. Order Custom Fields - Can be visible under the order when configured

For more information on Order Custom Fields, refer to the related documentation.

NOTE! Customer and Customer admin roles can't see markup changes in orders. If markup change is the only change in the order, the Customer and Customer admin roles can't see the whole order.

Order statuses

Recent orders

Orders that are in changeable status and have not been processed can have the following statuses:

  • Provisioning started - Order provisioning has been started and not finished
  • Provisioning finished - Order provisioning has been finished and the Product has been purchased
  • Provisioning failed - Order provisioning has failed due to circumstances such as incorrect contact information or invalid email
  • Started - The order has been started but not finished, and has not been purchased yet
  • Deleted - The order has been deleted from the shopping cart

Historical orders

Orders that have been processed and cannot be modified have the following statuses:

  • In progress - The order has been started but is not finished yet
  • Draft - The order has been started and saved as Draft to finish the purchasing process later
  • Completed with errors - The order has been completed and sent to the Vendor. The Vendor returned an error message explaining why the order was not completed successfully, such as incomplete fields or invalid email address
  • Completed - The order has been successfully completed and purchased

In the Historical order section, you can filter orders by Active state, Draft state, and All state. When you select All, you will see a more detailed order view.

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Viewing detailed order information

To view detailed order information, select the order and click on the order name. You will see the following details:

  • Order name, for example Order #11-03-2019
  • Description including Subscription name
  • Payment details
  • Add-on Subscriptions if added
  • Quantity
  • Costs

When you select the Subscription name, you can view additional information including:

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  • Admin email, which is the Customer name who will use or receive the Subscription
  • Name and surname
  • Tenant name for Microsoft orders
  • Price details

When a purchase order or update order is made, the side panel available when clicking on the order number will show the total amount of Licenses available for the Subscription.

NOTE! The amount displayed in the pop-up order window is for reference only and is based on the corresponding Offer price configuration on the Platform at the date of order placement. This price may differ from the actual Subscription price.

Limitations

Customers and Customer admin roles cannot see Markup changes in orders. If a Markup change is the only modification in the order, these roles cannot view the entire order.

Summary

This article provides comprehensive guidance for managing orders in Customer View. Users can track order progress through recent and historical order views, understand various order statuses from provisioning to completion, and access detailed order information including Subscription details, payment information, and License quantities. Understanding these features helps users effectively monitor and manage their orders throughout the purchase and provisioning process.

Related content

Orders compliant rw_v1 Customer Order

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