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Order Processing

The third step in setting up your shopping cart is collecting orders and sending the items to your customers. This section will explain the buying process for your customers and what they see and how you gather that information to send out your products.

Overview

1. Buying Process for Your Customers
• Website Payments Pro by PayPal
• Automated Credit Card Processing
  (US$, CAD$, AUD$, Manual Processing)
• PayPal Standard
2. Email Notification of Orders
3. Confirmation Email to Your Customers
4. Viewing Orders
5. Exporting Orders
6. Customer Accounts
7. PayPal Account Transaction Details

 

Buying Process for Your Customers

NOTE: This only applies if you are using the CitySlide.com shopping cart. If you are using PayPal HTML buttons or a Third Party Cart, the orders will be processed by your cart provider and not us.

Here are links to each order process:

• Website Payments Pro by PayPal
• Automated Credit Card Processing
  (US$, CAD$, AUD$, Manual Processing)
• PayPal Standard
• Email, Telephone, Fax Orders and Customers Paying by Money Order or Check

Website Payments Pro by PayPal

The following checkout process applies to Website Payments Pro by PayPal only. Along with the regular shopping cart buttons, if you have set up the Website Payments Pro payment option, your customers will also see a 'Check out with PayPal' button.

If the customer clicks the 'Check out with PayPal' button, they are sent to the PayPal website where they must login and select their shipping information. Following confirmation, they'll be redirected to your website, where they will see their order details and click 'Submit Order' to complete the order.

If the customer clicks 'Add to Cart':

1. They can then click on the 'Check out with PayPal' button or click on 'Checkout'. If they click on the PayPal button, the result will be the same as above. If they click 'Checkout'...

2. The customer will be prompted to enter their billing and shipping information.

3. The customer will again have the option to click the 'Check out with PayPal' button, or may enter their credit card information and click 'Charge My Credit Card'.

The customer will then see a confirmation and summary of their completed order.

Confirmation Email

After a customer completes his/her order, an email is automatically sent confirming the order. The email includes:

• the order number
• your web address
• the billing details
• the shipping details
• a summary of what was bought and the total charges

The confirmation comes from the email address you entered in your 'Email Notification' box.

Automated Credit Card Processing
(US$, CAD$, AUD$, Manual Processing)

The following checkout process applies to the following setup options:

• US$ Automated Credit Card Processing for All Countries (Authorize.net)
• CAD$ and US$ Automated Credit Card Processing for Canadians
• AUD$ Automated Credit Card Processing
• Use Your Credit Card Terminal or Virtual Online Terminal to Process Transactions
  (US$, CAD$, AUD$, All $ Currencies)

Here are the steps your customers will go through to make a purchase:

1. They click 'Add to Cart'.
2. They click 'Checkout'.

3. They enter their shipping location and click on 'Continue'. This decides which shipping method(s) appear on the following page.

4. They select a shipping method. If the customer is a new user they have to create an account under 'New User' by choosing any login name and password. If the customer is a return visitor, they just fill in their account details under 'Express Checkout' and they are taken to step 6 for whichever payment method is set up. Express checkout can be turned off or on -- see Customer Accounts.

Then, they enter in the rest of their shipping information as well as billing details and click on 'Next Step'.

Note that there is also a check box to agree to your Privacy Policy that your customers must check off. You can edit your Privacy Policy by clicking on the the 'Edit Site' tab, then 'Privacy Policy'. Note that the check box for the Privacy Policy is required to stay in compliance with US and Canadian government regulations.

5. They enter their credit card info.

NOTE: If you also offer PayPal as an option, there will be a button below the Credit Card Info section to pay via PayPal. If this option is chosen, the customer will then be taken to step 7 of the PayPal payment process.

6. For manual processing, your customer will always get the next page. However, it will say 'Congratulations and thank you. Your order will be processed pending credit card approval' at the top.

   For Authorize.net, SecurePay or PSIGate, the person will only see this page if their credit card is cleared. If it does not clear they will receive a message indicating why their card did not clear. Please see your Authorize.net Implementation Guide, your PSIGate guide or SecurePay guide for info on what each response means when a charge fails.

PayPal Standard

The following checkout process applies to the option:

• PayPal Standard (US$ only)

Here are the steps your customers will go through to make a purchase:

1. They click on 'Add to Cart'.
2. They click 'Checkout'.

3. They enter their shipping location and click on 'Continue'. This decides which shipping shipping methods appear on the next page.

4. They select a shipping method. If the customer is a new user they have to create an account under 'New User' by choosing any login name and password. If the customer is a return visitor, they just fill in their account details under 'Express Checkout' and they are taken to step 5 for whichever payment method is set up. Express checkout can be turned off or on -- see Customer Accounts.

They enter in the rest of their shipping information as well as billing details and check off a box to agree to your Privacy Policy (this is required by government regulations). Then, click on 'Next Step'.

5. They see a summary of their order and click on the 'Pay Via PayPal' button.

6. They see the order number and the total that will be charged to PayPal. This is a reference for the customer so when they are next taken to the PayPal site to complete the order, they will know it's correct. Click on the 'PayPal Buy Now' button.

7. On PayPal they see a summary of their money owed and are prompted to login if they are members or sign up for free if they are not members. PayPal members can pay from their account or by echeck. If you have a PayPal Business or Premier account and your account is American based, your customers get the extra choice to pay with their credit card and input details for a temporary PayPal account that is deleted once the transaction is complete.
   
   IMPORTANT: If the customer quits while on the PayPal website, you will receive an order on your site, but you will notice that PayPal does not email you confirmation that payment has been made. When this is the case, the order has not been completed. You now have the option to contact the customer to see if he/she can pay via another means to you or you would have to delete the order. When you view your orders there is notation indicating the payment is incomplete.

8. They make their payment and then are returned to the site.

 

Email, Telephone, Fax Orders and Customers Paying by Money Order or Check

Here are the steps your customers will go through to make a purchase:

1. Click on 'Add to Cart'.
2. Click 'Checkout'.

3. They then enter their shipping location and click on 'Continue'. This decides which shipping methods appear on the next page.

4. Next, they select a shipping method. If the customer is a new user they have to create an account under 'New User' by choosing any login name and password. If the customer is a return visitor, they just fill in their account details under 'Express Checkout' and they are taken to step 5 for whichever payment method is set up. Express checkout can be turned off or on -- see Customer Accounts.

Then, they enter in the rest of their shipping information as well as billing details and click on 'Next Step'.

Note that there is also a check box to agree to your Privacy Policy that your customers must check off. You can edit your Privacy Policy by clicking on the 'Edit Site' tab, then 'Privacy Policy'. Note that the check box for the Privacy Policy is required to stay in compliance with US and Canadian government regulations.

5. For email, telephone, fax orders and payments by check or money order, your shopping cart will not collect all the info inputted into the cart. This is so you do not have 2 orders (one via email, phone, fax or mail and one on your site) and accidentally send the products twice. Your customers see the option to pay via any of these here:

Please note that email will not show your extra options from any drop down menus or comment box. If you are using these options, we recommend NOT using email as a choice of payment.

 

Email Notification of Orders

If you would like to be notified via email everytime an order is received, click the 'Edit Store' tab -> 'Payment Processing'. Enter your email under 'Email Notification'.

IMPORTANT: This is the same email used to send out order confirmation emails to your customers after they pay for their goods and services. If you leave it blank, by default, your contact email on your site will be used to send confirmation emails to your customers.

 

Confirmation Email to Your Customers

NOTE: This only applies if you are using the CitySlide.com shopping cart. If you are using PayPal HTML buttons or a Third Party Cart, the orders will be processed by your cart provider and not us.

After a customer completes his/her order, an email is automatically sent confirming the order. The email includes:

• the order number
• your web address
• the billing details
• the shipping details
• a summary of what was bought and the total charges

No credit card information is sent as it is not secure to send this information by email.

IMPORTANT: The email address used to send out your order confirmation email is the same one inserted for your email notification at 'Edit Store' tab -> 'Payment Processing', under 'Email Notification'. If you leave the box blank, by default, your contact email on your site will be used to send confirmation emails to your customers.

 

Viewing Orders

To view your orders that you receive via PayPal, Authorize.net, PSIGate, SecurePay or Manual Processing, click the 'Edit Store' tab -> 'Orders'.

You will then see a list of your orders. The order number is assigned by our system. Orders numbers will likely be spaced apart. Click on the Order ID number to see details of the order.

Depending on the type of order -- PayPal, Authorize.net, PSIGate.com, SecurePay.com.au or Manual -- you will see different options at the bottom to help you keep track of the order and shipping status. Below are samples of each one:

PayPal

In the column under 'Charged' on your View Orders page, you will see the following notation:

PayPal Charge Status	Charged Status	Explanation
PayPal unconfirmed	-	The customer quit midway through the buying process. Order is incomplete.
PayPal 'successfully completed payment' page confirmation	PayPal Conf.	The customer went through the entire order process. Check your PayPal account to make sure the order when through.
PayPal full confirmation	Charged	You see the order cleared on your PayPal account. Check off this box and save.

Authorize.net

PSIGate.com

SecurePay

Manual

Deleting an Order

To delete an order, click the 'Edit Store' tab -> 'Orders'. Then check off all the items you wish to delete. To check off all boxes, click on the check box directly below 'Delete'. To delete your selected items, click on the 'Delete' button at the bottom.

 

Exporting Orders

You can export your customer orders in two different formats:

• CSV - Spreadsheet
• TXT - Text file

You can also select the date range of the information you'd like to export. For example, if you only want to export your information for February, you can do so.

To export your order information:

1. Click 'Edit Store' tab.
2. Click 'Orders'.
3. Click 'Export Orders'.
4. Select your date range by clicking on the text field below 'From:' and 'To:' and choosing from the pop-up calendar.

5. Click the radio button, or circle, to the left of the CSV or TXT format option you want.

6. Click 'Export'.

7. A 'File Download' window will open and you can either 'Open', 'Save' or 'Cancel' the file that you created. If you click 'Save', select where you'd like to save the file.

IMPORTANT: To keep the database current, it's updated every hour on the hour. If you make changes to your orders, changes will not be shown on your export file until the following hourly update. For example, if you delete an order at 10:45am, the change will not be shown unless you export your file following the 11am update. Please note that if you try to export a file during the update process, you will receive an error message that will prompt you to try again in a few minutes.

 

Customer Accounts

During the checkout process, you have the option to give customers an account. Your customers can create an account by choosing any login name and password on the Shipping and Billing Info page. Then, the next time your customers return, they just fill in their login and password under 'Express Checkout' and they bypass having to enter in their billing and shipping contact information.

IMPORTANT: If you sell any downloadables (e.g. ebooks, music), the Express Checkout will default to 'On' and cannot be turned off. For all other members, it will default to 'Off'.

Not sure whether you should have Express Checkout on or off?

• Turn it On if you have many repeat customers who will appreciate the time savings in not having to enter their billing and shipping info each time they buy.
• Turn it Off if most of your customers are one-time buyers.

To turn Express Checkout on or off:

1. Click 'Edit Store' -> 'Customer Accounts'.
2. Then, mark off either 'Express Checkout on' or 'Express Checkout off' and click on the 'Save' button.

 

PayPal Transaction Details

For your convenience, you can view all your PayPal transactions right from your site. This allows you to confirm that your transactions have been processed with just a few clicks.

Connect Your PayPal Account to Your Site

1. Click on 'Edit Store' -> 'Orders' -> 'PayPal Transactions'.
2. Under 'To get set up', copy the url provided (circled in red below).
3. Go to PayPal's IPN setup and log in.
4. On the 'Instant Payment Notification Preferences' page, click on the 'Edit' button.

6. Check off the box under 'Instant Payment Notification' (IPN) and paste in the url you copied and click 'Save'.

Account Summary and Account History

To view your PayPal account details click on 'Edit Store' -> 'Orders' -> 'PayPal Transactions'.

The Account Summary page shows you all your recent PayPal transactions. The Account History page shows all your PayPal transactions. Items which were removed from the Account Summary page are marked as 'Filed' while items still on the Account Summary page are marked as 'Not Filed'.

You can switch between the Account Summary and Account History pages by clicking on the 'View Account History' and 'Return to Account Summary' links.

The following explains the columns on the Account History and Summary pages:

Order #	If the order was made on a CitySlide site, the order number appears. If you have several sites with CitySlide, only the transactions made on the site you are currently on are linked to the order details.
Full Name	Customer or recipient's name.
Type	Instant - Customer paid from their PayPal account or by credit card. eCheck - Customer paid by echeck. Auction - This is an auction payment. (Payments made using Pay for eBay Items or Smart Logos, as well as Send Money/Money Request payments with the type 'Goods-Auction')
Amount	Amount charged to your customer. If the amount is in brackets '( )' the amount was refunded.
PayPal Fee	The fees charged by PayPal to your PayPal account. These are not fees you pay to CitySlide. A fee with a dash '-' in front of it is a fee you paid to PayPal. If the fee is in brackets '( )' the fee was charged and then refunded.
Payment Status	Canceled_Reversal - This means a reversal has been canceled (e.g. you, the merchant, won a dispute with the customer and the funds for the transaction that was reversed have been returned to you). Completed -The payment has been completed and the funds have been added successfully to your account balance. Denied -You, the merchant, denied the payment. This will only happen if the payment was previously pending. Failed -The payment has failed. This will only happen if the payment was made from your customer's bank account. Usually it means there were insufficient funds. Pending -The payment is pending. This is common for echecks. Note: You will receive another instant payment notification when the payment becomes 'completed', 'failed', or 'denied'. Refunded -You, the merchant, refunded the payment. Reversed -This means that a payment was reversed due to a chargeback or other type of reversal. The funds have been removed from your account balance and returned to the buyer.
Website	is an order that was made on your CitySlide.com site and sent to PayPal.
Date	The date of the transaction.

Filing Transactions

On your Account Summary page you can file your transactions so they no longer display on the page. This is helpful for keeping track of recent transactions. The transactions will still be stored on your Account History page. To file transactions, check off the box by your items under 'File' and then click on the 'File Selected Items' button.

Displaying Only Your Site Transactions

On both Account pages, you can make your table only show transactions made on your site by checking the box by 'View only orders made at [Your Site Name Here]'. Uncheck it to show all orders again. If you have several CitySlide.com sites, only transactions made on the site you are on will show with this option.