Orders

Each order contains details about products a customer purchased, such as subscription information and pricing options. An order also indicates when charges are billed and other information for billing purposes. A new order can be saved in Draft status and manually confirmed later. Saving an order in Draft status allows an opportunity to review the order for accuracy and make any needed edits to the order header or order items before it is placed. Your customer must have an account before you can enter an order. Orders have the following characteristics:

  • A currency
  • Products, services, or add-ons
  • Pricing options
  • Payment method

Creating an Order

To create an order:

  1. Navigate to the desired billing account, then select Create Order from the Account action menu.
  2. On the Create Order page, configure the order details and add products to the cart.

    Note: In the upper-right corner, click Configure Fields, then select additional configurable and custom fields you want to display. The system saves the selected set of fields so they display next time you create an order.

    • Order Date*—Select an order date. The date can be backdated to the account creation date or the oldest open bill cycle, if needed. The default is the current date.
    • PO Number—Enter the customer purchase order number.
    • Referral—Enter how the customer found out about your services or products.
    • Email Receipt—Select if you want a customer to receive an order confirmation email. Email templates are configured with Notification Templates in UI 1.0.
    • Invoice Order—Select to generate an invoice right after the order confirmation. This creates an invoice On Order type. Once the check box is selected, you are prompted to enter an invoice number in the Provide Invoice Number field.

      Note: Invoices On Order can be generated for orders with one-time products only.

    • Provide Invoice Number—An optional field that displays once you select the Invoice Order check box. Provide an invoice number instead of using the invoice number auto-generated by GTV. The specified invoice number should be unique, such as a number with a prefix, and cannot duplicate an existing invoice number.
  3. Add products to the cart by using the Product Name search field or Browse located in the Order Items section of the Create Order page.
    • If you use Browse to add a product, you can first filter the list of products by selecting filter criteria in the left pane, then select a product to add to the order by selecting the check box next to the product name in the Browse Products window. Last, select Add to Order.
      • By Price List—Start typing the price list name or select it from the drop-down list. Multiple price lists can be selected.
      • By Name—Start typing the product name.
      • By Type—Start typing the product type or select it from the drop-down list. Multiple types can be selected.
      • By Category—Start typing the product category or select it from the drop-down list. Multiple categories can be selected.
      • By Tags—Start typing the associated product tag or select it from the drop-down list. Multiple tags can be selected.

        Note: Select the Reset button to clear the filter criteria.

  4. In the Order Items pane, make necessary edits which may include:
    • Modifying the Order Price and Quantity of the selected order items.

      Note: The Quantity can be modified for one-time products only.

    • Configure the required and optional order items fields by hovering over the configure icon , then selecting an option.

      Note: The order cannot be completed or saved as a draft order until the configurations that fall into the Required section are made.

      Note: Click the delete icon next to any order items you want to remove.

  5. Click Next to proceed with order confirmation.
  6. On the Order Confirmation page, review the order for accuracy. Click Show Configuration to view the details configured on order items. Alternatively, click Hide Configuration to hide order items’ configuration details.
  7. Select Back to return to the Create Order page if you need to make any changes. Some order fields cannot be edited once the order is placed or saved as a draft.
  8. Click Place Order to create the order or click Save as Draft to save the order in Draft status. Alternatively, click Cancel to discard the order.

Editing a Draft Order

You can edit the order header, edit the configuration of an order item, add an order item, and delete an order item, if it is in Draft status. Orders with a different status than Draft are limited in what fields you can edit. Once you have completed your edits, you must confirm the draft order to place it.

To edit the draft order header:

  1. Select Customer Billing from the Gotransverse action menu .
  2. Select a Customer from the Customers list or search for a Customer.
  3. Select the Orders tab.
  4. Select the desired order with a Draft status to view the Order details.
  5. Select Edit Order from the Order action menu.
  6. Edit the order header fields as needed.

    Note: In the upper-right corner, select Configure Fields, then select additional configurable and custom fields you want to edit. The system saves the selected set of fields so they display next time you edit an order.

  7. Select Edit Order to save your changes to the order header.

To edit the order item configuration of a draft order:

  1. Select Customer Billing from the Gotransverse action menu .
  2. Select a Customer from the Customers list or search for a Customer.
  3. Select the Orders tab.
  4. Select the desired order with a Draft status to view the Order details.
  5. Locate the order item to edit and hover over or select the cog to view available configuration options for the order item.
  6. Select the configuration you want to edit from the menu. The following order item configurations can be edited:

    Note: The configuration menu options will differ based on the product that was selected as an order item.

  7. Select Configure to save your changes to the order item configuration.

To add an order item to a draft order:

  1. Select Customer Billing from the Gotransverse action menu .
  2. Select a Customer from the Customers list or search for a Customer.
  3. Select the Orders tab
  4. Select the desired order with a Draft status to view the Order details.
  5. Click Add Item to view available products.
  6. Select one product from the list of available products then select Next to configure the order item. If the product has more than one price available under the Recurring Price column, you will need to select the preferred price from the drop-down list before proceeding.

    Note: You can filter the list of products by applying filter criteria in the left pane.


  7. Select the configuration you want to complete from the menu options on the left.

    The following order item configurations are available depending on the how the selected product is configured in the product catalog.
  8. Select Add to include the configured product as an order item on the draft order.

To delete an order item from a draft order:

  1. Select Customer Billing from the Gotransverse action menu .
  2. Select a Customer from the Customers list or search for a Customer.
  3. Select the Orders tab.
  4. Select the desired order with a Draft status to view the Order details.
  5. Locate the order item to delete from the draft order, click the ellipsis in the Actions column of the order item, then select Delete.
  6. Select Yes in the confirmation window to delete the order item from the draft order.

    Note: Order items can be deleted from a draft order but not added.

Confirming a Draft Order

Draft orders are orders that are created, configured, and saved, but not yet placed. To place a draft order you must confirm it.

  1. Select Customer Billing from the Gotransverse action menu .
  2. Select a Customer from the Customers list or search for a Customer.
  3. Select the Orders tab.
  4. Select the desired order with a Draft status to open its Order detail page.

  5. Select Confirm Order from the Order action menu.

    Alternatively, you can select Void Draft Order to delete the draft order.

  6. Select Yes in the confirmation window. The order is now placed.

After an Order is Placed

After the order is placed, you can view the order on the Account page by selecting the Orders tab.

During the order process the information collected enables the order to be fulfilled, configurations to be applied, and payment to be accepted. For instance, orders might be configured to require approval before they are completed. Order information can appear on the invoice and notifications. Orders also contain information on whom to invoice and contact with other customer communication. During the Bill Cycle run the customer is invoiced for products ordered. There are multiple reports that provide details of the orders that have been processed.

Viewing Order Details

Orders include the following kinds of details:

  • Order header information that applies to the order as a whole. You can view header information on the Order details page in the Order Information and Order Summary sections.
  • Individual order items.
  • Payment information including the amount, payment date, and payment status.
  • History of changes to the order.

To view a list of orders for a specific billing account:

  1. Navigate to the billing account then click the Orders tab. The Orders page opens.
  2. To see the details of an order, select one from the list. On the Order details page that opens, you can find information about the following:
    • Order Information—Displays general information about the order.
      • Order—The order number generated by the system.
      • Status—The status of the order. Possible statuses include:
      • StatusDescription
        ApprovedThe order is approved, if approval was required. The order can be completed as entered. Approval is separate from completion.
        CompletedThe order has completed processing successfully and has no error and is not canceled. Order details can be viewed from the Order details page. You can click the Reprint Receipt button to print another copy of the order receipt.
        DraftThe order was saved as a draft instead of placed. A draft order can be edited, confirmed to place the order, or voided to cancel the order.
        In ProgressIf any actions are available, you can finish incomplete actions, such as the order being Approved. The order can be completed after the action has been taken.
        CanceledThe order was in external review and the payment failed, canceling the order.
      • Order Date—The date when the order was placed. You can select this field on order creation. An order date can be backdated to the account creation date or the oldest open bill cycle, if needed. The current date is the default.
      • Order Items—The number of items in the order.
      • Email Receipt—Indicates whether a customer receives an order confirmation email. Email templates are configured with Notification Templates in UI 1.0.
      • Awaiting Approval—Indicates whether an order is awaiting approval. Yes means it is and No means either that there is no associated order approval or that the order has been approved.

    • Order Summary—Displays information about the order charges.
      • Sub Total—The total for items in the order
      • Tax Total—The total for tax in the order.
      • Order Total—The total for the order which includes order items and tax charges.
  3. Click the Order Items detail tab to view the details about order items. For more details, click the info icon .
  4. Click the Payments detail tab to view all payments associated with the order, including the payment status.
  5. Click the History detail tab to view the history of changes to the order including the order item, change type, and other historical information.

Editing a Placed Order

You can edit the order header of an order after it has been placed. A placed order is an order with any status that is not Draft.

To edit a placed order:

  1. Navigate to the desired billing account, then click the Orders tab.
  2. Locate the placed order you want to edit. In the Actions column, click the ellipsis button , then select Edit Order.
  3. In the Edit Order window, fill in the necessary fields:
    • PO Number—Enter the customer purchase order number.
    • Referral—Enter how the customer found out about your services or products
    • Notes—Enter any pertinent information that needs to be noted for this order.
  4. To save your changes, click Edit Order.

    Note: In the upper-right corner, click Configure Fields, then select additional configurable and custom fields you want to display. The system saves the selected set of fields so they display next time you create an order.

Emailing a Receipt

To email a copy of the order receipt on demand to a customer:

  1. Navigate to a billing account, then click the Orders tab.
  2. Under Actions, click the ellipsis button, then click Send Email Receipt.

The receipt is emailed to the customer's email address as it appears on their account.

Approvals for Orders with Payments in External Review

A payment is put in External Review status when the payment is processed through the bank and the response from the bank indicates that the bank is waiting for approval or denial from the merchant. If the merchant approves, the bank (the merchant processor) sends a response to the GTV billing system showing that the payment succeeded. If the merchant denies the payment, the bank's response indicates that the payment failed.

When GTV does not have a payment success or failure decision from the bank for a related order, the billing system can put the order on hold pending either 1) a success or failure response from the bank, or 2) manual approval or denial of the order at the order header level.

Note: The billing system must be configured to trigger approval actions for orders with payments in external review.

When configured properly, order header approvals are available for sales orders and renewal orders with an associated payment in External Review status if you use a Stripe, Cybersource, or External (mobile carrier) payment gateway.

Once the payment succeeds or fails, GTV will take action on the related order. If you want to resolve the order approval prior to the bank returning payment success or failure, you can choose to manually approve or deny the order. For example, you may have a long-standing history of successful payments from the customer and the order needs to process quickly, so you choose to manually approve the order header.

The order will not complete if the payment fails or you choose to manually deny the order. Order completion can also be subject to approvals on individual order items.

Configuring the Billing System for Order Header Approvals

The following must be configured to trigger an approval action for sales or renewal orders with an associated payment in external review:

  1. Your Stripe, Cybersource, or External (mobile carrier) payment gateway must be set through the third-party vendor to offer external payment review functionality.
  2. The payment gateway must be added to the GTV billing platform and associated with one or more payment methods.
  3. GTV Support must set the Enable Order Header Approvals for Sales and Renewal Orders system setting to True. The default is False.
  4. In UI 1.0, you must configure approval operations in Sales Order Notifications to enable the Payment External Review setting for Sales Order and Renewal Order notifications.
  5. The product being ordered or the service being renewed must be set to require a payment on order or renewal, respectively.

Workflow for Orders with Payments in External Review

Once the billing system is configured to trigger order header approvals, the following process is set to occur:

  1. Any sales or renewal order with an associated payment that goes into External Review status will be marked as Awaiting Approval on the Order detail page.
  2. No order items may complete until the order header approval status is Approved. If the billing system is not configured to trigger order header approvals, an order completes as it normally would, subject to any approvals on order items.
  3. The service start date is determined as follows:
    • When neither the order header nor the order item is configured to require approval, the service start date is set to the order date.

      For example, an order without an approval is entered with an order date of September 4th and it contains an order item without an approval. Since the order and order item do not have any approvals, the service start date is September 4th.

    • If an order requires approval, the service start date is set to the Order Approval Date or the Order Item Approval Date, whichever is later. For example:
      • An order header is approved by payment success on September 4th. An order item on the order was manually approved on May 3rd. Since the order header approval date is later than the order item approval date, the service start date is September 4th.
      • An order header is approved manually on June 15th. An order item on the order was approved on June 20th. Since the order item approval date is later than the order header approval date, the service start date is June 20th.

      Note: GTV does not recommend that the system setting Agreement Start Date be set to Equals Order Date when using the order header approval feature.

  4. If the payment succeeds:
    • Any order items that have already been approved will complete.
    • Any remaining order items will complete when those order items are approved.
    • The order will complete once all order items are approved.
  5. If the payment fails:
    • Sales order—The order and all order items are canceled.
    • Renewal order:
      • The order is not canceled and the order's Awaiting Approval status remains as Yes.
      • The related service continues billing and the service renews as soon as the renewal order is created.
      • You can manually approve or deny the order. If you deny the order, you must take appropriate action against the service based on your company policies. The GTV billing system takes no action on the service in this situation.

Manually Approving or Denying an Order with Payment in External Review

If you want to process an order before a payment in External Review is resolved, you can manually approve or deny the order in either UI 2.0 or API 2.0. The order workflow after manual approval or denial is the same as when the payment response from the bank approves or denies the order except that you can control the approval date using manual approval.

To manually approve or deny an order awaiting approval due to an associated payment in External Review status:

  1. Select Customer Billing in the Gotransverse action menu and find the account related to the order.
  2. Select the Orders tab.
  3. Select an In Progress order that is awaiting approval from the list. An order that is Awaiting Approval has an associated payment in external review and can be manually approved or denied.
  4. Select an option from the Order action menu on the Order detail page, then finish processing the order:
    • Approve Order Header—Select an approval date in the Approve Order Header window, then select Approve.
    • Deny Order Header—Select Yes in the Confirmation window.

Order items with approvals complete on either the order approval date or the order item approval date, whichever is later.

After approval, any order items that have already been approved complete and any remaining order items complete once those order items are approved. The order completes once all order items are approved.

Viewing Orders Awaiting Approval and their Associated Payments

You can view orders that are awaiting approval and their associated payments in the following areas of the billing system:

  • Orders page in the Customer Billing application
    • An Awaiting Approval column consists of Yes or No values for orders with associated payments in External Review status. A Yes value means the order header is awaiting approval; a No value means that an approval has been satisfied or that there were never any order header approvals on the order. To add the column to the Orders list, click Columns to the right of the Orders list, then select Awaiting Approval.
  • Order Detail page
    • An Awaiting Approval field under the Order Information section consists of Yes or No values.
    • An Order Item Awaiting Approval column in the Order Items detail tab indicates whether or not order items in an order are approved through Yes and No values. Yes means that the order item has not been approved and No means that either the order item never had an approval or that it has been approved.
    • A Payments detail tab displays all payments associated with the order, including those with a status of External Review.
  • Payment Detail page
    • An Orders detail tab displays all orders associated with a payment, including those with an Order Header Awaiting Approval value of Yes or No.