After the successful launch of your products online, you can only wait for your first order to appear in the MALL Partner portal. You can find out how to process an order from start to finish, how to set up the portal correctly, and what to be cautious about in the article below.
To correctly process your orders, it is necessary to pay attention to the MALL Partner portal settings, especially to the notification settings thanks to which you receive notifications about new orders. Don't forget to check your email settings to make sure that our emails do not end up in the spam folder. These notifications come from the firstname.lastname@example.org email address.
Orders can be processed manually in the MALL Partner portal in the Orders section or via an API connection.
It is necessary to change order statuses correctly and in a timely manner. Each status is associated with a specific action connected to order processing.
More information about order statuses and what they mean can be found in an article here.
- Orders processing via API
- Manual processing of orders in the MALL Partner portal
- Information for switching individual statuses
- Order processing via MALL XML Feed and Heureka XML Feed connection
- General Information
- Exceptional situations
Order processing via API
All available order data can be found in our API documentation here.
The documentation includes a listing of all orders, a listing of basic data on all orders, lists of orders by different statuses, order detail, order update, order generation labels for MALL Delivery and more.
As part of security (prevention of sending unprepared orders by the partner), orders in the "blocked" state are intentionally removed from certain statements and must therefore be called separately.
Changes in orders can also be monitored using the webhook tool.
Another useful step is to set up a filter to display the table in the Orders section directly in the overview of all orders, which you will find in the MALL Partner portal. Here you filter the data which will help you process the received order correctly. See the article for more information here.
When changing the order status from OPEN to SHIPPING, you need to confirm the order Confirmed = True . See API documentation.
For API connections, it is also important to enter the Delivered_at delivery date required for subsequent mutual billing once the shipment has been delivered to the customer and the order status has changed to DELIVERED.
Manual processing of orders in the MALL Partner portal
After receiving the notification email about the new order, the processing of the order for timely sending to the customer begins.
We recommend checking the Orders section of the partner portal on a daily basis, in case the email notification about a new order was not received.
Information for switching individual statuses
You always start working with an order that has a status OPEN.
When an order has the status OPEN you can use the button Export for order picking and Export selected to CSV. The buttons will appear after marking specific orders.
The Export for order picking contains a list of orders that are waiting to be processed. The products need to be located in the warehouse and packed. Each order has a picture of the product and the option to confirm packing for transport.
Exports selected for CSV can also be used, for example, for your control during inventories.
When checking the availability in the warehouse and proper packaging of the product, set the status SHIPPING.
We recommend adding a delivery note to the shipment, which you can simply print out directly in the partner portal for a specific order under the icon "document" or in the order detail under the option Delivery note.
If a situation arises on your side where you need to cancel the order, it is possible to CANCELED set only in the OPEN or SHIPPING state.
When switching the status from SHIPPING to SHIPPED it is necessary to enter the tracking data (tracking number and tracking URL), which you receive from the your delivery carrier after printing the label and handing over the consignment to the carrier.
How to set tracking data in the order can be found in the article here.
|If you are using MALL Deliveryservice, you will find the label for the shipment directly in the order detail.|
See the article for instructions on how to print a label: Labels of carriers at the MALL Delivery service.
After printing and handing over the shipment to the carrier, you set the final status SHIPPED and the system automatically completes the tracking data to the order.
See the article for more information about MALL Delivery and order statuses.
Based on the shipment status information from the carrier, you set the status DELIVERED when the order had been successfully delivered including the date of delivery to the customer (delivered_at) or RETURNED in case the shipment returned back to you.
When the DELIVERED status is entered, an invoice is automatically sent from MALL to the customer.
The DELIVERED and RETURNED states are final states that cannot be changed retroactively.
It is possible to set order statuses in bulk by pressing theImport statuses button in the partner portal. An automatic window will open offering you the CSV orXML formats for transfering the information about orders.
Example of CSV structure:
order_id; status; delivered_at; tracking_number; tracking_url; first_delivery_attempt 56465454; delivered; 2018-02-27; as123; http://track.com/as123; 2018-01-27 56465454; shipping; ; ; http://track.com/as123 9254907201; shipping 9254907201; shipped 9255205401; shipped 9254907201; returned 9255236601; delivered; 2018-02-27 9255243601; cancelled
Example of XML structure:
9254907201 shipped 9254907201 delivered 2018-02-27 as123 http://track.com/as123 2018-01-27
Order processing via MALL XML Feed and Heureka XML Feed connection
For partners connected via MALL XML Feed or Heureka XML Feed, we provide a so-called order feed, in which all information about all open orders with the OPEN status.
After changing the order status from OPEN to SHIPPING or CANCELED, the order will be excluded from the order feed during the next update.
Through the MALL XML Feed and the Heureka XML Feed connection, you can process orders either by using the API, manually or by importing statuses, as described in the article above.
If you use a different form of connection other than MALL XML feed and Heureka XML feed, you can create a link to the order feed by adding client_id which can be found in the Partner section for the following URL:
By setting the status DELIVERED with the added delivery date (delivered_at), the order becomes part of the invoice for a certain period (according to your frequency setting) and part of the offset between you and MALL.
We would like to remind you that without the completed delivery date, the order will not be included in the billing. Billing is done manually or through the MALL Self-Billing service (automatic billing).
Payment type and To be paid
It may happen that the customer chooses a certain type of payment (for example, Online payment) and after sending the order they change their mind and change the payment to cash on delivery.
Therefore, please disregard the payment type column, the information in it is only indicative.
To work with orders, always use the information in the "To be paid" column, which determines whether the payment is cash on delivery or not.
Once the order is switched to OPEN, this information is no longer changed. In the "To be paid", the complete amount of the cash on delivery, including shipping costs is calculated.
The customer selects online payment, does not complete the payment in the payment gateway and finally selects cash on delivery. These changes take place while the order is still in the BLOCKED state. When the order is automatically switched to status OPEN in the partner portal, you will see that the Payment Type column shows online payment and the Remaining to be paid column shows the amount requested. The order must be shipped with COD. If you are unable to send an order with COD (cash on delivery), you must contact the Operations team and they, along with the call center will request a payment from the customer.
We recommend to hide the Payment Type field and only displaying the Remaining to be paid column.
For more information about setting up the Orders section, see here.
Disabling the cash on delivery option
The basic payment methods offered to the customer include the cash on delivery option. If you are not comfortable with this option and would like to offer your products only with online payment or bank transfer, you can disable the cash on delivery payment.
Please note that the removal of the cash on delivery option may result in a reduction in the number of orders. There are still a large number of customers who prefer to pay for their order after receiving them.
In this case, write an email to Operations team with the store ID and the reason why the cash on delivery should be disabled.
One of the information in the order is also "Total discount“. Any discount coupon used by the customer is entered here. If you are sending the cash on delivery order, the total amount is reduced by this amount.
All discounts used by customers that you see here are reimbursed to you as part of invoicing in the same way as if the customer had paid the amount to the MALL account.
If you happen to enter an incorrect order status, you need to correct it. Instructions can be found in the article Incorrect order status.
In the section Orders there is also a Missing statuses, which lists orders that have not had a change of status for more than 7 days.
If orders are not processed in time, the portal will notify you with a red triangle icon directly next to the Missing statuses tab. It is necessary to process such an order or inform the Operations team if it is not possible to send the order (breaking the last available piece, waiting for restocking etc.).
Our common goal is to have a satisfied customer who buys at MALL/Mimovrste regularly. Therefore, it is important that the customer receives what they ordered in time.
With this objective in mind, we evaluate the order flow process and the level of services provided (hereinafter referred to as the "SLA"). As part of the SLA, the number of cancelled order - Cancel rate- is checked and we try to minimize it.
Extraordinary situations may also occur during processing
Closing of the dispensing point
If the dispensing point closes and you have an order for the branch, follow the instructions here.
Bad zip code, incomplete address
If a red message box pops up when processing an order in the partner portal with a Invalid ZIP code message, the post code was wrongly set by the customer. To fix it, send an email to the Operations team including the order number and a print screen of the error message.