View Order Information

Using the ESupport portal you can view information on any order placed on your checkout page.

For this:

• Go to the ESupport portal
• Use the search form to find the order you need. E.g., in field Order creation date from enter the current date and click Find to find all the orders created today
• After the search has been completed, a table with a list of all the orders found is displayed on the page

Each order is displayed in two lines that contain different info blocks:

The first line (with a gray background) contains the following order information:

• Order – order ID on our end
  Displayed in two options: in the format that is used for displaying to the customer, and in the 1C format.
  You can view orders as customers view them. Click the ID of the order you want to view to go to its page.
• Creation date - order creation date and time
• Payment date - order payment date and time (displayed if the order is paid)
• Total - total order cost
• Request refund - button to send a request for a refund. Available only if payment was successful. The button becomes hidden after a refund is made
• Status - order processing status. An order can have several statuses
• Name - customer's full name (first name, last name)
  The deleted value is displayed instead of the data if the customer uses the right to personal data erasure, more details
• Email - customer’s email address
  The deleted value is displayed instead of the data if the customer uses the right to personal data erasure, more details
• Company - customer's company name (filling out is required for legal entities)
• Store - technical name of the checkout page into which an order is placed

The list of events that happen to an order. The list is displayed in section Order History. Here you can see:

• Emails sent to customers (including the ones with license information)
• Errors, if any (e.g. payment errors)
• Order status changes (e.g. product delivered, product refund made)
• Subscription events (including parent/child order IDs)
• IDs of related orders placed through TYPO
• Personal data anonymization (executed at the customer's request). In this case, the order history contains the following record: Personal data anonymize
• Link to refund documents (displayed only for some payment methods if an order has been refunded)

The payment data is displayed in the Payment Method block. It includes:

• Payment method used for order payment. This is a technical name of the payment method (may not be the same as what the customer sees on the checkout page)
• Last 4 digits of card number. Displayed if the customer used a card to pay for the order
• Order Documents – button to download order payment documents

The information about the contents of an order is displayed in the Order items block. The following data is displays for each order item:

• Product name
• Number of product items in one order
• Discount data, if applied
• Subscription data, if created
• Delivery status of item license information: Not delivered or Delivered
• Additional order parameters saved into the order, more details. Please note that the time for storing additional parameters in orders is limited
• Additional data, if additional product fields were displayed and the customer filled them out

The information about the contents of an order is displayed in the Customer block.

Instead of the customer data, deleted can be displayed if the customer has exercised the right to delete their personal data, more details.

You can see the following in the License information block:

• The data of the user who owns the purchased license. The user can be any customer or any other person, if the functionality of the checkout page allows you to assign licenses to a different person
  • Note! Order license information is sent to the customer's email (located in the General Order Data block above the Customer block) in any case. The Email taken from the License information block (if it differs from the email provided by the customer) is not used. Order license information is not sent to this email
  • Instead of the data, deleted can be displayed if the customer has exercised the right to delete their personal data, more details
• Activation code - license information sent to customers (key)
  • If there are several items in an order, and license information was sent separately per item, it will be numbered the same as the items in the order
  • If there is no license information for any of the items, the list containing license information will have an empty line
  • If license information is crossed out, it means that it was deleted. Deletion is executed after an order becomes refunded
• Resend - button to resend license information

You can go to the page of an order. The order page becomes available to the customer after the order has been created.

You have to:

• Find the order you require
• Click its ID
• The order page opens in a new window