Claiming and Shipping Your First Order

Now that you are ready to start claiming, let's take a look at the steps necessary to get information about orders you can claim. The "Orders" tab in the Quivers menu is where all order information and order fulfillment will occur. The first view in the Orders tab is the Order Overview Panel.

Order Overview

The Quivers order overview panel provides a full summary of orders and their current statuses. This panel also provides access to the Order Details screen which is where orders are processed on Quivers. Merchants and fulfillers have the same view in this screen. Below are all the statuses, columns, and features and how you can utilize them on Quivers.

At the top of the order overview panel is the ability to search for an order based on the Order Id, Products, Customer Name and Customer Email.

Customize what product data fields display in the "Products" column by selecting the display settings button and selecting the checkbox next to each product reference field. The column will update to display that product information.

When "Refresh Orders" is selected, the panel will look for any new orders that have been placed.

Status - The first column in the order overview screen is a list of statuses for items so businesses can know where the order left off in the fulfillment process or post-fulfillment process. The statuses can be filtered by utilizing the dropdown to the left of the search bar as shown below.

Status labels & their meanings

	If the order displays is "(Merchant)" this means the order is not available to fulfillers and it is up to the merchant to either send to fulfillers or fulfill directly.
	Orders which have been claimed for fulfillment will have a "Claimed" status next to them. They still need tracking information added and the be marked as shipped before the order is "complete" in the Quivers system.
	Fulfillers that claim orders on Quivers to fulfill will trigger the "Authorized Fulfillment" label on the order overview panel. A merchant can see which specific fulfiller is fulfilling the order by navigating to the order details panel by clicking on the order from the order overview panel.
	Once an item has had tracking information and been "completed" by being marked shipped in the Quivers panel, a shipped label will display. Items can have different statuses in Quivers, so the shipped status may be for only part of the order.
	If a customer has requested a return, the fulfilling business will be notified and the item(s) will have a "return requested" status next to them indicating a business need to approve the return before the customer can send the product back to be refunded.
	Returned means the product has been sent back to the business and the customer has been refunded for their purchase.
	When a consumer selects a faster shipping as checkout, the order will display "Expedited Shipping" to let merchants and fulfillers know the consumer expects the product to be shipped to them faster than a normal shipping experience does.
	If an order is cancelled by a merchant, the order will display cancelled. This means the customer's order was not fulfilled and they were not charged for the transaction. This can not be reversed in the Quivers Admin Panel.

Order ID - The value in this column displays the order reference number that Quivers assigns to the order at the time the customer places the order. The customer receives this order ID on all transactional emails as a method to reference their order.

Marketplace - This column displays the merchant-named shopping environment where the consumer placed their order. The order overview screen can use the Marketplace filter at the top of the screen to filter orders to only display from a single environment.

Products - The listing of what products were purchased will display in the "products" column of the order overview panel. If there are many products in a particular order, you can hover over the product listing to see products which are not able to be displayed in the column.

Qty - The number of products which are within the order will display in the Qty column.

Claim Total - The amount that a business would receive for fulfilling an order will be listed in the Claim Total column. This does not include the total if an order is partially fulfilled. The partially fulfillment claim totals will be available within the order details panel.

Customer - The customer name which is listed in the customer column is the "ship to customer" and not the billing customer. This name is listed here for order reference purposes in case the customer reaches out to the merchant directly. More customer details can be accessed via the order details panel.

Location - Each order includes the shipping location to indicate to businesses (fulfillers and merchants) where the order is being shipped to. Some businesses may find certain shipping locations more optimal to claim than others.

Order Details

The Quivers Order Detail Panel is where orders are processed in Quivers. Everything from claiming and order, shipping, returning, cancelling and sending to fulfillers occurs in the order details panel.

Let's take a look at how it all works:

This view of an order includes all the information necessary to process an order from claim to ship.

Order ID: The order number provided to consumers to refer to the order. This ID can be used to search through out the panel in reference to the order.

Order Date: This is the date and time the order is placed. The time will match the users timezone and converts to ensure the time is accurate.

Marketplace: This is the Marketplace where the items where purchased.

Shipping: The shipping the consumer selected will display within the order details. The date of when the order has been guaranteed to ship by will be next to the selection of either "Standard" or "Expedited". If expedited has been selected by the consumer, the order may need to be processed faster than normal

Shipping Address: *The customer details will not display to fulfillers until after the order or items of the order have been claimed. This is the location where the item(s) will need to be shipped. This information will be automatically included when you go to create a shipment and can be edited if necessary. It also includes the contact information of the shipping consumer.

Customer Note: At checkout, consumers can add notes to their order including special instructions or other requests. It is important to check this section to see if these exist on an order.

Staff Notes: Within the order, staff members can add notes to share within your business panel. These notes will not be visible to anyone else besides the users in the business panel you are viewing the order from.

Order Status Tabs - The order tabs at the top of the order will indicate what status each item is in and how many items are within that status. Some items may be in different stages of processing than others. If the tab is highlighted, it means there are item(s) still remaining in that status. If the tab is grey, there are no items left in that status.

As the order is processed from the order details panel, it will go through various steps.

Claiming an Order: Claiming an order is the first step in the order fulfillment process. When first entering the order details panel, all the items within the order will automatically be selected. To confirm the items you want to claim, you can uncheck any items you do not want to claim, and then select the "Claim" button within the claim tab. If the items are not in the claim tab, the order is no longer available to be claimed.

Selecting the Claim button will confirm that you want to claim the checked items and will move them to next tab of fulfillment, "Ship".

Shipping an order: Once an item or items have been claimed, a carrier and tracking information can be added to complete the order in the Quivers admin panel. Once an item is marked shipped, the order will allocate to the business who fulfilled it and will be paid for that order on the next settlement period. Shipping an order also sends a notification to the consumer of the items shipped and also of the tracking information.

	To begin the shipment process, select which items will be included in the shipment. Items can be shipped in multiple shipments, and a consumer will only receive notifications and tracking details for items that are completely shipped in Quivers. Creating a shipment for items is very similar to claiming items. Simply uncheck any items which should not be included in the shipment, and select the "create shipment" button. A pop up message will request the carrier and tracking information for the shipment. These details can be updated with the "Edit Tracking" button if needed. If an item is grey (inactive), that means the item is not available to ship or has already been shipped. Any items available to be shipped will be selectable. To finalize the shipment and notify the customer of the tracking information for their item(s) select the "Ship" button. Tracking information should be finalized at this time. If you did not initially add tracking information when creating the shipment, select the "Edit Tracking" button before shipping.
	If a tracking number for item(s) needs to be updated before the item(s) are marked shipped and therefore can not be updated, the edit tracking button can be selected to modify the shipment details for the items. The consumer will not receive a shipping notification until the "Ship" button is selected.
	One the item(s) are ready to be completed in the order details panel, the ship button can be selected to trigger the notification to the consumer and also complete the order in the system. *Items can NOT be changed once marked as shipped.
	The packing slip button can be selected at any point of the shipment process and will generate a pack slip which can be included in the package sent to the consumer for order reference. The consumer will also receive a shipping notification via email with the same information.
	The print receipt button can be selected at any point of the fulfillment process. The receipt will include the full transactional history of an order including billing and shipping consumer details. The consumer is able to download the same receipt from their "My Account" on the merchant's website.
	Only a merchant is able to unclaim an order. Clicking the unclaim button will display a pop up with the merchant contact details so the merchant can be contacted to unclaim the order. Unclaiming an item returns the item back to an "Available" status. An item must be unclaimed to be cancelled or to be offered to fulfillers again after being claimed. To unclaim the item(s), unselect the checkboxes next to the items which should not be unclaimed and select the "Unclaim*" button.

The timeline for each item will display actions performed by the fulfilling business.

To view the timeline for a particular item, select the timeline icon in the timeline column. A pop up window will display the various actions that have occurred for that item.

The timeline will include information about claiming and the user who claimed the item, when an item was shipped, and return information if an item is returned. Timeline will display who created the return (consumer or fulfiller) and when. The timeline feature also includes detailed information about when returns were full processed.

Claiming and Shipping Your First Order

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