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Order Detail Page Documentation

Menu Location: Orders > View Order (from customer detail or order search)

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Order Detail page is the central interface for viewing, editing, and managing individual customer orders. This page provides complete control over order contents, pricing, delivery information, and status tracking.

Primary Functions:

  • View and edit order contents (add/remove products)
  • Adjust quantities and pricing
  • Manage delivery date and shipping information
  • Process order status changes (close, cancel, complete)
  • Add order notes and special instructions
  • Generate shipping labels and packing slips
  • Track payment status and process payments

Page Layout

Header Section

  • Order Number - Unique order identifier (click to copy)
  • Customer Name - Links to customer detail page
  • Order Status Badge - Visual indicator (Open, Closed, Complete, Cancelled)
  • Quick Action Buttons:
  • Print Label - Generate shipping label
  • Print Packing Slip - Generate pick sheet
  • Duplicate Order - Create copy of this order
  • Delete Order - Remove order (requires confirmation)

Order Information Panel

  • Delivery Date
  • Route and Stop Number
  • Shipping Address
  • Order Status
  • Payment Status
  • Tracking Information

Product List Section

Main area displaying all items in the order with:

  • Product thumbnail image
  • Product name
  • Quantity selector
  • Unit price
  • Line total
  • Remove button

Order Totals Section

  • Subtotal
  • Delivery Fee
  • Tax (if applicable)
  • Discounts
  • Credits Applied
  • Grand Total

Order Notes & History

  • Admin notes visible to internal team
  • Customer-visible order notes
  • Status change history
  • Payment transaction log

Managing Order Products

Adding Products

Steps:

  1. Click "Add Products" button
  2. Search for product by name or SKU
  3. Select product from search results
  4. Enter quantity
  5. Price auto-fills (can be adjusted)
  6. Click "Add to Order"

Quick Add Methods:

  • Type-ahead Search - Start typing product name
  • Browse Categories - Click category to view products
  • Recent Products - Select from recently added items
  • Customer Favorites - View this customer's frequent purchases

Editing Product Quantities

Method 1: Direct Edit

  1. Click quantity field
  2. Enter new quantity
  3. Press Enter or click away
  4. Order total updates automatically

Method 2: +/- Buttons

  • Click + to increase by 1
  • Click - to decrease by 1
  • Hold for rapid increment/decrement

Adjusting Product Pricing

Custom Pricing:

  1. Click price field for product
  2. Enter new price
  3. Save changes
  4. Price discount/markup shows in notes

When to Adjust Pricing:

  • Customer service recovery (damaged goods)
  • Special promotions or discounts
  • Wholesale pricing adjustments
  • Price matching
  • Manager approval may be required for large discounts

Removing Products

Steps:

  1. Click X or Remove button next to product
  2. Confirm removal
  3. Product removed from order
  4. Totals recalculate automatically

Bulk Remove:

  • Check multiple product checkboxes
  • Click "Remove Selected"
  • Confirm bulk removal

Order Status Management

Status Types

Open:

  • Order is being built/edited
  • Products can be added or removed
  • Not yet sent to warehouse
  • No shipping label generated

Closed:

  • Order finalized and sent to warehouse
  • Ready for packing
  • Limited editing allowed
  • Shipping label can be generated

Complete:

  • Order has been packed and shipped
  • Tracking number assigned
  • Customer notified
  • Payment processed

Cancelled:

  • Order cancelled by customer or admin
  • Inventory returned
  • Payment refunded or credited
  • Cannot reopen (must create new order)

Paused:

  • Order temporarily on hold
  • Not sent to warehouse
  • Can be resumed later
  • Used for payment issues or customer requests

Changing Order Status

Close Order:

  1. Click "Close Order" button
  2. System validates order is complete
  3. Confirms delivery date is set
  4. Changes status to Closed
  5. Order appears in warehouse packing queue

Complete Order:

  1. Click "Complete Order" button
  2. Enter tracking number (if shipping)
  3. Confirm delivery method
  4. Mark payment as collected (if applicable)
  5. Status changes to Complete
  6. Customer receives confirmation email

Cancel Order:

  1. Click "Cancel Order" button
  2. Select cancellation reason
  3. Choose refund/credit option
  4. Add cancellation notes
  5. Confirm cancellation
  6. Inventory returns to stock
  7. Customer receives cancellation email

Reopen Order:

  1. Only available for Closed orders not yet shipped
  2. Click "Reopen Order"
  3. Confirm action
  4. Status returns to Open
  5. Can edit order contents again

Delivery Information

Setting Delivery Date

Steps:

  1. Click delivery date field
  2. Select date from calendar
  3. Date must be within available delivery windows
  4. System validates against route schedule
  5. Save changes

Considerations:

  • Route capacity limits
  • Customer's normal delivery schedule
  • Weather or holiday closures
  • Expedited delivery fees

Managing Shipping Address

Edit Address:

  1. Click "Edit Address" button
  2. Update street, city, state, zip
  3. Click "Verify Address" to validate
  4. Save changes
  5. New address applies to this order only (customer's default address unchanged)

Use Different Address:

  • Click "Ship to Different Address"
  • Enter one-time shipping address
  • Useful for gifts or temporary locations

Route Assignment

View Route:

  • Route number displays in order header
  • Shows pack day and delivery day
  • Links to route details

Change Route:

  1. Click "Change Route" button
  2. Select new route from dropdown
  3. System recalculates delivery fee if needed
  4. Confirm route change
  5. Stop number may update based on address

Pricing & Fees

Delivery Fee Management

Edit Delivery Fee:

  1. Click delivery fee amount
  2. Enter new fee or $0 for free shipping
  3. Add note explaining fee waiver if applicable
  4. Save changes

When to Waive Delivery Fee:

  • Customer service recovery
  • Promotional offer
  • High-value order discount
  • VIP customer benefit

Applying Discounts

Discount Code:

  1. Click "Apply Discount Code"
  2. Enter discount code
  3. System validates code
  4. Discount applies to eligible items
  5. Shows discount amount in totals

Manual Discount:

  1. Click "Add Manual Discount"
  2. Enter discount amount or percentage
  3. Add reason/description
  4. Discount appears as line item
  5. Requires manager approval for amounts over threshold

Tax Calculation

Tax Settings:

  • Tax calculated based on shipping address
  • Rate updates automatically when address changes
  • Some products may be tax-exempt
  • Tax appears as separate line item

Override Tax:

  1. Click tax amount (if editable)
  2. Enter custom tax amount
  3. Add justification note
  4. Save changes (requires special permission)

Payment Processing

Viewing Payment Status

Payment Information Shows:

  • Payment method on file
  • Amount paid
  • Amount due
  • Payment date
  • Transaction ID
  • Payment status (Pending, Paid, Failed, Refunded)

Processing Payment

Manual Payment:

  1. Click "Process Payment" button
  2. Select payment method
  3. Enter amount to charge
  4. Add payment notes
  5. Submit payment
  6. Confirmation appears with transaction ID

Apply Account Credit:

  1. Click "Apply Credit"
  2. Enter credit amount (up to available balance)
  3. Credit deducts from order total
  4. Remaining balance shows

Refund Processing

Full Refund:

  1. Click "Refund Order"
  2. Confirm refund amount
  3. Select refund method (original payment, credit, check)
  4. Add refund reason
  5. Process refund
  6. Customer receives refund confirmation

Partial Refund:

  1. Click "Partial Refund"
  2. Enter refund amount
  3. Specify items being refunded
  4. Add refund notes
  5. Process refund
  6. Order remains in completed status

Shipping & Labels

Generating Shipping Labels

Steps:

  1. Ensure order is closed or complete
  2. Click "Print Label" button
  3. Select carrier (USPS, FedEx, UPS)
  4. Choose shipping method
  5. Verify weight and dimensions
  6. Generate label
  7. Tracking number auto-saves to order

Label Formats:

  • Standard 4x6 thermal label
  • 8.5x11 paper label
  • International shipping label
  • Return label

Tracking Information

Add Tracking:

  1. Click "Add Tracking" field
  2. Enter tracking number
  3. Select carrier
  4. Save tracking info
  5. Customer receives tracking notification email

View Tracking:

  • Click tracking number to view carrier website
  • Status updates appear in order timeline
  • Customer can access via their account

Packing Slips

Generate Packing Slip:

  1. Click "Print Packing Slip" button
  2. Select format (standard, detailed, gift)
  3. Include/exclude pricing as needed
  4. Print or download PDF

Packing Slip Contents:

  • Order number and date
  • Customer name and address
  • Product list with quantities
  • Special instructions
  • Packing notes for warehouse

Order Notes

Adding Order Notes

Internal Notes:

  1. Click "Add Note" in notes section
  2. Enter note text
  3. Note visible to admins only
  4. Appears in order timeline
  5. Save note

Customer-Visible Notes:

  1. Click "Add Customer Note"
  2. Enter message for customer
  3. Note appears on packing slip
  4. Customer can see in their order history
  5. Use for special instructions or messages

Note Types

Internal Use Cases:

  • Quality control issues
  • Packing instructions
  • Customer service interactions
  • Payment notes
  • Fulfillment delays

Customer-Visible Use Cases:

  • Substitution explanations
  • Special handling notices
  • Thank you messages
  • Product care instructions

Common Use Cases

Use Case 1: Add Item Customer Forgot

Goal: Customer calls to add item to upcoming order

Steps:

  1. Find order on customer detail page or order search
  2. Click order ID to open order detail
  3. Click "Add Products" button
  4. Search for requested product
  5. Add product with quantity
  6. Verify new total with customer
  7. Save changes
  8. Add note: "Customer called to add [product]"

Tip: Check order status - if already closed, may need to reopen first

Use Case 2: Replace Out-of-Stock Item

Goal: Substitute product no longer available

Steps:

  1. Open order detail page
  2. Remove out-of-stock product
  3. Click "Add Products"
  4. Add substitute product
  5. Adjust price to match original if needed
  6. Add customer-visible note: "Substituted [product A] with [product B] due to availability"
  7. Save changes

Best Practice: Contact customer about substitution when possible

Use Case 3: Issue Partial Refund for Damaged Item

Goal: Refund customer for poor quality product

Steps:

  1. Open completed order
  2. Click "Partial Refund" button
  3. Enter refund amount (e.g., price of damaged item)
  4. Select refund method (credit or original payment)
  5. Add note: "Refund for damaged tomatoes"
  6. Process refund
  7. Add internal note documenting issue
  8. Consider flagging vendor for quality review

Use Case 4: Change Delivery Date

Goal: Customer requests different delivery day

Steps:

  1. Open order detail page
  2. Check order status (must be Open or Closed, not Complete)
  3. Click delivery date field
  4. Select new date from calendar
  5. Verify route availability
  6. Save changes
  7. System may recalculate delivery fee
  8. Add note: "Customer requested delivery change"

Note: If order already shipped, cannot change delivery date

Use Case 5: Waive Delivery Fee for Service Recovery

Goal: Provide free shipping to make up for previous issue

Steps:

  1. Open order detail page
  2. Click delivery fee amount
  3. Change to $0.00
  4. Add internal note: "Delivery fee waived - compensation for delayed previous order"
  5. Save changes
  6. Total updates automatically

Troubleshooting

Cannot Edit Order

Symptoms:

  • Product add/remove buttons disabled
  • Fields are read-only
  • Save button not appearing

Solutions:

  1. Check order status - Complete orders have limited editing
  2. Verify you have edit permissions
  3. If order is Complete, consider creating new order or issuing refund
  4. Check if order is locked due to integration sync

Common Causes:

  • Order already shipped
  • Order synced to accounting system
  • Insufficient permissions
  • Order cancelled

Product Won't Add to Order

Symptoms:

  • Product search returns no results
  • Add button doesn't work
  • Product appears then disappears

Check:

  1. Verify product is published and active
  2. Check product inventory availability
  3. Ensure delivery date is within product availability
  4. Verify no restrictions on product (wholesale only, etc.)
  5. Clear search and try again

Payment Processing Fails

Symptoms:

  • "Payment failed" error message
  • Transaction declined
  • No confirmation number

Solutions:

  1. Verify payment method on file is valid
  2. Check card expiration date
  3. Ensure sufficient funds/credit limit
  4. Try alternate payment method
  5. Contact payment gateway if repeated failures
  6. Consider manual payment or invoice

Common Causes:

  • Expired credit card
  • Insufficient funds
  • Bank fraud protection
  • Invalid payment profile

Shipping Label Won't Generate

Symptoms:

  • Error when clicking print label
  • Label shows incorrect information
  • Weight validation error

Check:

  1. Verify shipping address is complete and valid
  2. Ensure order has products with weight information
  3. Check carrier integration is active
  4. Verify shipping method is available for address
  5. Check box size/weight doesn't exceed carrier limits

If Problem Persists:

  • Try different shipping method
  • Manually enter tracking from carrier website
  • Contact admin about carrier integration
  • Customer Detail - View customer account and all orders
  • Orders List - Search and filter all orders
  • Products - Product catalog management
  • Shipping Routes - Route configuration and scheduling
  • Payment Processing - Bulk payment processing tools
  • Inventory - Stock management and tracking

Typical Workflow:

  1. Customer Detail → Click order ID → Order Detail page
  2. Make edits to order
  3. Close order when finalized
  4. Return to Customer Detail or next task

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View orders, add/remove products, edit quantities, add notes
  • Manager: All Customer Service + adjust pricing, process payments, waive fees, generate labels
  • Administrator: All Manager + cancel orders, delete orders, override system validations
  • Kiva Admin: All features + technical tools, integration testing, database access

Restricted Features:

  • Delete Order: Requires Administrator
  • Large Discounts: May require Manager approval
  • Override Tax: Requires Administrator
  • Bypass Payment: Requires Manager or Administrator

Best Practices

Before Editing Orders

  1. Check order status before making changes
  2. Verify with customer if making significant changes
  3. Review payment status before closing order
  4. Confirm delivery date is achievable

When Adding/Removing Products

  1. Verify product availability before adding
  2. Check for substitution approvals
  3. Adjust pricing appropriately for partial orders
  4. Update delivery fee if order total changes significantly

Order Status Changes

  1. Don't close orders with pending issues
  2. Always add notes when changing status
  3. Verify payment before completing order
  4. Confirm customer notification settings

Communication

  1. Add internal notes for all significant changes
  2. Use customer-visible notes for substitutions
  3. Document service recovery actions
  4. Record all customer communications about order

Things to Avoid

  • Closing orders with $0 total (likely error)
  • Deleting orders instead of cancelling
  • Changing order after shipment
  • Processing payment without verifying total
  • Waiving fees without documentation

Quick Reference Card

Task Action/Location
Add product to order Click "Add Products" > Search > Add
Remove product Click X next to product line
Change quantity Click quantity field, enter new amount
Adjust price Click price field, enter new price
Close order Click "Close Order" button
Generate label Click "Print Label" button
Process payment Click "Process Payment" button
Add tracking number Enter in tracking field, save
Change delivery date Click date field, select new date
Waive delivery fee Click fee amount, change to $0
Apply discount code Click "Apply Discount Code"
Add order note Click "Add Note" in notes section
Cancel order Click "Cancel Order", confirm
Issue refund Click "Refund Order" or "Partial Refund"

FAQs

Can I edit an order after it's been shipped?

Limited edits only. You cannot change products or delivery date once shipped. You can add notes, process refunds, or update customer information.

What's the difference between Close and Complete?

  • Close means the order is finalized and sent to warehouse for packing
  • Complete means the order has been packed, shipped, and delivered (or picked up)

How do I handle a customer who wants to add something after the order is closed?

If not yet packed, you can reopen the order, add the item, and close again. If already packed or shipped, create a new order for the additional item.

Can I change the delivery address after the label is printed?

Not recommended. If label is already printed but not shipped, you can void the label, update address, and generate new label. If shipped, contact carrier about address correction.

What happens to inventory when I cancel an order?

Products automatically return to available inventory when order is cancelled. This happens immediately upon cancellation.

How do I know if a customer has been charged for the order?

Check the Payment Status section. Shows "Paid" if successfully charged, "Pending" if payment not yet processed, or "Failed" if payment declined.

Can I duplicate an order for a different customer?

No, duplicating creates a new order for the same customer. For a different customer, go to that customer's detail page and create a new order, then manually add the same products.

What's the best way to handle a partial order (some items out of stock)?

Remove out-of-stock items, adjust pricing/fees appropriately, add customer note explaining the situation, and consider offering credit or substitute.

How do I apply a discount to just one product in the order?

Click the price for that specific product and enter the discounted price. The line total will update. Add a note explaining the discount.

Can customers see the internal notes I add?

No, internal notes are admin-only. Only notes added via "Add Customer Note" are visible to customers on their packing slip and order history.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.