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Troubleshooting with the In store Shop

Youri Teijema
Edited:
At the Resengo Troubleshooting pages you will find a list of frequently asked to ask. Can't find your question immediately in an FAQ? Then scroll through the Troubleshooting page of that theme. You can find these kinds of pages with every major theme. Possibly your question or comment can be found here, or do you learn something that you still didn't know. Click on the desired title to see the corresponding explanation.

Refunds

How can I modify an order and refund part of it?

If a customer accidentally paid too many products online purchased, the content of the order can be modified. Afterwards, a partial refund can be made become.

  1. Click on the Cash register icon next to the order in Icon Orders > Order list and adjust the numbers.
  2. Then click on Pay.
  3. There you will find the payment method Credit be shown. This links the remaining value to the customer's profile. You can choose whether or not to send the refund via email.
  4. Now you can do it via the Financial Transactions delete credit by pressing the Icon trash can icon.
  5. Through the  euro sign icon with the arrow around it you can choose the desired amount refund.

I would like to refund an order to the customer

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First, delete the order as described below.

  1. Go to Icon Financial > Transactions.
  2. Filter on the top left on the Online payments yet to be paid.
  3. Search for the transaction based based on the transaction person or the transaction date and click on the euro sign with an arrow around it.

Or you can do this through the order:

  1. Go to Icon Orders > Order list
  2. Find the order based on the order number, customer's name or date that the order was created. Click onblobid4.png and afterwards on .

  3. You can choose to refund the amount in full or in part. The amount will be refunded directly on the consumer map.

The refund is always paid with your current balance. Which means that you should receive even more money from online payments then refunds are pending. 

Do you get the message that your balance is not sufficient is to make this refund, your balance must go up. You do this by making a payment online yourself. Make for this internally make a reservation with your own email address and enter the required amount. Pay this online via the mail you received and you enter the refund from.

The refund will not be made immediately. For the refund, we will send a request to the payment provider Molly. Molly will let you know when the refund was actually made. So long that didn't happen, the refund transaction remains in the request status.


Learn more about the costs associated with the refund of an advance, can be found here.

Change and delete orders

How can I cancel an order?

A customer cannot cancel his order himself. You has to be done by you.

Cancel the order first and then pay the customer back:

  1. Go to Icon Orders > Order list.
  2. Click on Show Search and find the order.
  3. Change the status from Confirmed to Cancelled.
  4. Deposit the amount back to the end customer.

How can I find and restore a canceled order?

  1. Go to Icon Orders > Order list
  2. Click on show search function and then op clear search filter
  3. Search for your canceled order via the order number. You can also get a list of all cancelled orders by above the column O.status te filter by 99
  4. Click on the status cancelled at the order you want to restore.
  5. Click OK.

How can I change the delivery date of an order?

  1. Go to Icon Orders > Order list
  2. Search for the order using the search function at the top of the screen.
  3. Update the order far left update via the pencil icon.
  4. Adjust the date of delivery as desired on. If the order is linked to a reservation is the date of delivery, the date on which the reservation will continue.
  5. Click Save.

How can I place an order (and any linked reservations? and paylines) permanently?

  1. Go to Icon Orders > Order list
  2. Look up the relevant order using the button.
  3. Below the field O.status changes you can change the status of the order to [99] Canceled. =>If the order has now disappeared from your list, u at the top of the field O.status empty and then click again.
  4. To the left of the order in question, click Icon.

The order and everything attached to it (reservations, payments) is now permanently deleted.

Purchased subscriptions are NOT deleted by the delete an order. Do you also want a subscription? delete what was purchased with an order you delete then you have to manually remove it.

Prices and payments of orders

How do I manually enter a payment for an order

When you receive payment for an order placed via Resengo has arrived, you still have to register this in your Resengo.

  1.  Go to Icon Orders > Order list and find the order.
  2. Click on the euro sign of this order.
    • Red euro sign: no payment has been received yet for the order.
    • Orange euro sign: the order has been partially paid.
    • Green euro sign: the order has been paid
    • Blue euro sign: the customer paid too much.
  3. Select the payment method.
    • Cash or On-site: register it with this order as paid.
    • Online via e-mail: you send an e-mail for have the amount paid to the customer online. This is only possible if an e-mail is linked is on the order.
    • Bank transfer: you send a request for transfer up to the customer.
    • Resengo Voucher: you get the opportunity to get a number and code of a Resengo gift voucher to give. This gift voucher is used for the payment.
  4. Finally, click Confirm.

How can I change the payment method and/or of an entered payment? adjust the amount?

  1. Go to Icon Orders > Order list.
  2. Look up the order.
  3. click on with the respective order.
  4. Click the pencil next to the payline you want to adjust.
  5. Change the payment method.
  6. Click Save.

How can I delete a payment entered incorrectly?

  1. Go to Icon Orders > Order list.
  2. Find the order and click on the Euro sign.
  3. Next to the relevant payline, click the Icon bin.
Caution

If it concerns an online payment, you can do not remove. You must then set this back to unpaid, see about this: - How can I refund an online payment? unpaid because I can't remove it?

 

How can I turn an online payment back to unpaid since I can't remove it?

  1. Go to Icon Orders > Order list
  2. Find the order.
  3. Right click on the financial transactions icon .
  4. Click on the pencil next to the line of the transaction you want to update.
  5. Via Status of the transaction put the status on for example Denied.
  6. Click Save.

How do I charge a custom price for a customer/group of customers?

For example, you wish for a certain group of friends or to charge family adjusted prices for your products.

First we will group your customers into a Customer group:

  1. Go to Icon > Financial > Guest group
  2. Create a new customer group.
  3. Link the profiles of your customers to this customer group via the customer-customer group tab.

Then we will determine which product we want to use a special price for and this price also set up via our products:

  1. Go to Icon > Cash Register > Products.
  2. Update the desired product.
  3. Add a new price line to the product where you select the customer group.

When creating an order you will now link the customer's profile to your order to ensure that the adjusted price for the product is charged.

Communicate in your In-store Shop

How can I resend an order confirmation email? send?

  1. Go to Icon Orders > Order list
  2. Find the order using the search function at the top the screen.
  3. Click the kite icon on the far right.
  4. Select the type of mail you wish to send for the order and click send.

Link a message to your order

At Resengo you can link a message to your order. This way you can pass on information to your guest.

In the webshop product that is linked to your reservation can you set the description with parameters so that additional information is included. You can change these parameters enter in two places:

  1. In the description of the product. The advantage here is that you have a template per product can set. A disadvantage is that, for example, in the Cash/Sales report these parameters can be seen as a product description if you want to make analyses per product.

  2. In the systemfield 1907 for the reservations that run over more than one day and systemfield 1908 for regular reservations. These templates are valid for all reservations whose product does not have a hashtag in the description contains. You can adjust these templates via Icon > Company > System texts.

How can I add a message to the gift voucher?

  1. Go to Icon > Company > Messages.
  2. Select message group Webshop.
  3. You edit with the pencil the message WS Ticket Footer.

How can I see which emails have already been sent for an order?

  1. Go to Icon Orders > Order list
  2. Find the order using the search function at the top the screen.
  3. Click the envelope icon on the far right.

In the screen that opens, you get the communication history of that customer regarding that order. The color of the envelope indicates the status of the email.

  • Green: The customer has the email opened.
  • Gray: The customer has the email received, but not yet opened.
  • Red: An error occurred the sending. This is usually due to an error email address has been set.  

Other frequently asked questions

Why is it that one gets the message that a VAT number is incorrect?

For checking the VAT numbers we use the European VIES service.

You can check the relevant VAT number yourself there:https:/ /ec.europa.eu/taxation_customs/vies/?locale=en. See also https://ec.europa.eu/taxation_customs/vies /faq.html#item_7

An invalid VAT number may not appear on an invoice as such are listed, otherwise you will have to pay the VAT yourself.

How do I clean up unpaid orders daily?

When you work with different VAT rates, you do your declaration based on TURNOVER and not based on REVENUE.
You cannot make a VAT breakdown on gift vouchers since you can have partial payments, for example.
Turnover means that every order that is entered and not cancelled, is actually included in your turnover report and therefore your declaration. That is why it is very important daily to clean up the unpaid orders and to check whether you will still receive the money from it or not.
For example, it can be perfect that you have a customer who has a reservation has made and also showed up, not yet paid immediately but one of the following days comes to pay. That's an unpaid order what should remain and you will also indicate in your revenue, because it will eventually be paid.
However, if, for example, you have an order from a customer who does not show up, then make sure that the reservation is definitely canceled otherwise you will declare its turnover.
It also regularly happens that an order for a gift voucher is placed is started in the case but is then not completed further. You also have to delete those orders.
You can check the unpaid orders via Orders en choose the filter at the top Still to pay
You can delete these orders as follows:
  1. Click on Icon Orders > Order list
  2. Click on Show search function.
  3. Completely clear the date field at the top right and press enter.
  4. Click Hide Search. This is how the field 'NTB' comes also in the picture.
  5. Click in the sort bar on NTB : the unpaid order are now at the very bottom of your list of orders ; usage the scroll bars on the far right of your screen to navigate to scroll down ; choose the last pages.
  6. To cancel these orders, change the O status from /00/ Entry or /20/ Confirmed to /99/ Canceled.
These orders have now been canceled and no longer appear in your turnover figures.

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