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The order details view provides a complete picture of each order, from customer information to item specifics and fulfillment status. Understanding this view helps you manage orders effectively and provide excellent customer service.

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Accessing Order Details

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From the Order List

  1. Navigate to Orders in the main menu
  2. Find the order you want to view:
    • Search by order number, customer name, or date
    • Use filters to narrow down results
    • Browse the list if needed
  3. Click on the order number or customer name to open details

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From Customer Records

You can also access order details:
  • From a customer’s detail page
  • Through the customer’s order history
  • Via linked orders in other orders

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Order Detail Sections

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Order Header Information

The top section shows essential order information: Order Identification
  • Order number (unique system identifier)
  • Order date (when placed)
  • Order status (Draft, Confirmed, Shipped, etc.)
  • Customer name and account information
Dates and Timing
  • Order date (when placed)
  • Requested delivery date
  • Actual ship date (when fulfilled)
  • Estimated delivery date
Customer Information
  • Customer name and contact person
  • Phone and email for this order
  • Billing address
  • Shipping address

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Order Items Section

This shows all items included in the order: Item Details
  • Item name and variety
  • Item code or SKU
  • Description and specifications
Quantities
  • Quantity ordered
  • Quantity shipped (may be different if backordered)
  • Quantity remaining (if partially filled)
Pricing Information
  • Unit price applied
  • Line total (quantity × unit price)
  • Any discounts applied to the line
Item Status
  • Available (ready to ship)
  • Backordered (not currently available)
  • Shipped (already sent)
  • Cancelled (removed from order)
Line Item Notes
  • Add notes to individual order line items
  • Track special instructions or handling requirements
  • View who added notes and when
  • Notes are preserved throughout order lifecycle
Click the note icon in any line item row to add or edit notes for that specific item.

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Order Totals

Financial Summary
  • Subtotal (before taxes and discounts)
  • Tax amount and rates applied
  • Total discounts
  • Final order total
  • Amount paid (if any)
  • Balance remaining
Payment Information
  • Payment terms (Net 30, COD, etc.)
  • Payment method (if specified)
  • Payment status
  • Due date for payment

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Order Status and History

Current Status The order’s current position in your fulfillment process:
  • Initialized: Being created or modified
  • Open: Finalized and ready for processing
  • Acknowledged: Confirmed and acknowledged
  • Submitted: Submitted for fulfillment
  • Picked: Items picked from inventory
  • Shipped: Sent to customer
  • Synchronized: Synced with external systems
  • Closed: Completed and finalized
  • Cancelled: Cancelled before completion
  • Deleted: Soft-deleted from system
Status History Shows the progression of the order:
  • When status changed
  • Who made the change
  • Any notes about the change
  • Time stamps for each status
For detailed information about each status and allowed transitions, see the Order Status Guide.

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Notes and Instructions

Order Information
  • PO Number for customer reference
  • Expected delivery date
  • Sales person assignment
  • Order type and status

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Understanding Order Status

Order statuses track the fulfillment lifecycle. Each status represents a specific stage in processing the order. See the Order Status Guide for complete details on all statuses and their transitions.

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Partial Orders

Sometimes orders are fulfilled in multiple shipments: Partial Shipment Status
  • Shows what has shipped
  • Displays remaining items
  • Tracks multiple shipment dates
  • Updates customer on progress
Backorder Management
  • Items not currently available
  • Track partial fulfillment
  • Manage remaining quantities
  • Options to cancel backordered items

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Order Actions

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Available Actions

From the order detail view, you can: Edit Order
  • Only available when status is Initialized or Open
  • Double-click line items to edit them
  • Modify quantities and pricing
  • Cannot edit order once Acknowledged or later
Update Status
  • Move order through fulfillment process
  • Add status change notes
  • Notify customer of changes
  • Set completion dates
View Invoice PDF
  • Available for Shipped, Synchronized, or Submitted orders (depending on tenant)
  • Only enabled for certain tenants (SFG, BPF)
  • Opens PDF viewer within the application
  • Can download PDF if needed
Add Line Item Notes
  • Click the note icon in any line item row (or double-click the note cell)
  • Enter special instructions, handling notes, or item-specific details
  • Notes are saved with timestamp and user information
  • Notes can be edited or updated at any time

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Action Restrictions

Some actions may be restricted based on:
  • Order status (can’t edit completed orders easily)
  • User permissions (not everyone can cancel orders)
  • Customer approval (major changes may need approval)
  • Payment status (paid orders harder to modify)

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Managing Line Item Notes

Line item notes allow you to add specific instructions or information to individual items within an order.

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Adding a Note

1

Open Order Details

Navigate to the order and view the line items grid.
2

Click Note Icon

In the line item row, click the note icon (sticky note or plus icon depending on whether a note exists).You can also double-click the note cell to open the note dialog.
3

Enter Note Text

Type your note in the multiline text field. Notes can include:
  • Special handling instructions
  • Substitution preferences
  • Quality specifications
  • Delivery requirements
  • Customer requests
4

Save Note

Click Save to store the note. The note icon updates to show a note exists.

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Editing an Existing Note

1

Click Note Icon

Click the sticky note icon for the line item with an existing note.
2

Update Text

Modify the note text as needed.
3

Save Changes

Click Save to update the note. The system tracks who last updated the note and when.

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Viewing Note History

When you open a note dialog, you can see:
  • Note Text: The current note content
  • Submitted By: Username of the person who last updated the note
  • Submit Date: Timestamp of the last update
Line item notes are preserved throughout the order lifecycle and remain visible even after the order is shipped or closed.

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Note Best Practices

Be Specific
  • Include item-specific details that don’t apply to the whole order
  • Note any deviations from standard handling
  • Document customer preferences for this item
Keep It Concise
  • Notes should be scannable and quick to read
  • Use bullet points for multiple instructions
  • Avoid duplicating information already in order headers
Update When Needed
  • Add notes as you learn new information
  • Update notes if circumstances change
  • Don’t delete useful historical context
Common Note Examples
  • “Substitute with variety B if A unavailable”
  • “Pack separately - gift item”
  • “Customer prefers smaller sizes”
  • “Requires organic certification”
  • “DO NOT SUBSTITUTE - exact match required”

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Order Modifications

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When You Can Modify

Initialized and Open Status
  • Add or remove items freely
  • Change quantities and pricing
  • Modify delivery information
  • Full editing capability
After Acknowledged Status
  • Order becomes read-only
  • Cannot modify without creating a new order
  • Status changes and allocation still possible (depending on status)
  • Address changes are locked to prevent fulfillment issues

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Common Modifications

Adding Items
  • Customer calls with additional needs
  • Suggests related products
  • Takes advantage of availability
  • Increases order value
Changing Quantities
  • Customer adjusts needs
  • Availability changes
  • Quality issues require substitution
  • Seasonal demand shifts
Updating Delivery
  • Customer changes delivery date
  • Address corrections needed
  • Special delivery instructions
  • Weather or access issues

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Tracking and History

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Order Timeline

The order detail shows a complete timeline:
  • When order was created
  • Status changes and dates
  • Communications with customer
  • Shipment and delivery dates
  • Payment received dates

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Change History

All modifications are tracked:
  • What was changed
  • Who made the change
  • When it was changed
  • Reason for the change (if noted)
This history helps with:
  • Customer service questions
  • Dispute resolution
  • Process improvement
  • Staff accountability

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Best Practices

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Regular Review

Order Management Tips

  • Check order details before fulfillment begins
  • Verify addresses and contact information
  • Confirm special requirements are noted
  • Review pricing for accuracy
  • Ensure inventory is available for all items

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Customer Service

Proactive Communication
  • Update customers on status changes
  • Notify about potential delays
  • Confirm delivery arrangements
  • Follow up after delivery
Issue Resolution
  • Document all customer concerns
  • Track resolution efforts
  • Update order notes with outcomes
  • Learn from recurring issues

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Troubleshooting

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Common Questions

Order Shows Wrong Status
  • Check who last updated the status
  • Verify if status change was intentional
  • Look at status history for context
  • Update to correct status if needed
Items Show as Unavailable
  • Check current inventory levels
  • Look for reserved inventory
  • Verify item codes are correct
  • Consider substitute products
Customer Information Incorrect
  • Verify against customer master record
  • Update customer information if needed
  • Check if order-specific override was used
  • Confirm with customer if unsure

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What’s Next?

After reviewing order details: