Managing Orders
The Managing Orders section describes the following:
Clicking Viewing order details above takes you to the Orders Details page for the user you selected. From there you can access each of the following:
Finding Orders
To view an order, you must first find it in the Global-e database using the search parameters shown below:
Navigate to Orders > View Orders from the Orders menu.
Search by one of the following parameters:
Order number
Tracking number
Other
Define all of the required following filters:
Shipping service
Order status
Merchant
Customer name
Email
Hub
From date
To date
Dispatch type
Shipping country
Payment method
Parcel status
Do one of the following:
Go directly to the Order Details page - click Find and View.
View all found order IDs in the Order Details section - click FILTER ORDERS.
Note
If needed, from here you can export the table by clicking Export.
By default, the Orders Details table shows all the orders placed on your website during the last two weeks.
Optional - Toggle between the following views:
Default - Shows the order details corresponding to your search results above.
Shipping errors - Shows the shipping errors corresponding to your search results above.
Select an Order ID from the Order Details section:
Managing Order Details
If you know your order ID, you can go directly to your Order Details tab.
Follow steps 1 through 4 in Finding Orders (previous procedure).
The Order Details for the Order ID you selected is displayed the following tabs, each described in their own section.
Click one of the tabs as needed:
General
The main area of the General tab shows the IP address, country of origin, order creation time, invoice number, order status, tracking number, waybill, and links to the order’s printable documents.
The following figure shows the General tab:
The General tab has the following sections:
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Basic Information
This section includes the following information:
Field | Description | ||
|---|---|---|---|
Placed via IP | The user's IP address | ||
From | The country of origin | ||
Created Time | The time and date that the order was created | ||
Last Updated Time | The time and date that the order was last updated | ||
Invoice Number | The order's invoice number | ||
Order Status | You can change the order status by clicking
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Tracking Number | The order's tracking number, linked to an external shipping site. You can change this number by clicking | ||
Waybill | The download link to the waybill displayed when an AWB (Airway Bill) has been uploaded. Click | ||
Order Documents | Links to related documents:
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Parcels
The Parcels section includes the following information:
Field | Description | ||
|---|---|---|---|
Parcel Code | The order's unique parcel code Note: A part of an order not available at the time the order was made, each part is sent to the customer separately. When this occurs the item receives two parcel codes (e.g., 24100095133673-p1 and 24100095133673-p2). | ||
Parcel Status | You can change the parcel status by clicking
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Documents | A link to related documentation | ||
Airway bill | A link to download your airway bill | ||
Tracking number | The parcel's tracking number, linked to an external shipping site. You can change this number by clicking | ||
Action | The action taken on the order. |
Payment Details
The Payment Details section includes the following information. Some fields are not displayed based on the order status:
Field | Description |
|---|---|
Order Total | The total cost of the order (e.g., $332.44) |
Paid Total | The amount of the order that was paid (e.g., $332.44) |
Paid with Gift Cards | The amount of the order that was paid with gift cards |
Loyalty Points Total | The total amount of loyalty points the merchant has (e.g., $30.00) |
Payment Status | The status of the payment (e.g., Authorized) |
Payment Method | The payment method (e.g., Mastercard) |
D&T Threshold Exceeded | Whether the D&T (Duties and Taxes) threshold was exceeded or not |
D&T Prepaid | Whether the D&T threshold was prepaid or not |
Is 3D Protected | Whether the order is 3D protected or not |
Full Payment Details | A link to the full payment details. For more information, see Payments & FX. |
Merchant Details
The Merchant Details section includes the following information:
Field | Description |
|---|---|
Merchant | The merchant's company name |
Merchant Order ID | The merchant's order ID |
Merchant Internal Order ID | The order ID used in the merchant's internal system |
Confirmed by Merchant | Describes whether the merchant confirmed the order |
Create Notification | |
Payment Notification | |
Save | Saves your merchant details settings |
Full Merchant Details | A link to the full merchant details. For more information, see Merchant. |
Shipping Details
The Shipping Details section includes the following information:
Field | Description |
|---|---|
Total Shipping Price | The total shipping price |
Clearance Fee | The shipping clearance fee |
D&T Paid By Customer | Whether the customer was required to pay Duties and Taxes or not |
US Sales Tax | The US sales tax |
Shipped By | The name of the used shipping company. You can change this value by clicking |
Shipped From | The shipped item's location of origin |
To | The customer's shipping address |
Phone Number | The customer's phone number |
Shipping Email | The customer's email address |
Return Local Tracking Number | The customer's local return tracking number. You can change this number by clicking |
Return International Tracking Number | The customer's international return tracking number. You can change this number by clicking |
Comments
You can view and leave important comments in the Comments section.
Items Ordered
Items Ordered Section
From the Items Ordered section you can do the following:
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The Items Ordered section includes the following information:
Field | Description |
|---|---|
Description | Basic information about the item, including image and basic description |
Country or Origin | The country where the item was shipped from |
Weight | The weight of the item |
Units | The amount of units shipped |
Sale Price | The item's sale price |
Total Value | The item's total value. |
At the very bottom of the tab you can create returns, reship, calculate taxes, send to merchant, cancel your order, and view your history.
Editing Product Attributes
From the General tab you can edit your product attributes. Note that you need Admin permissions to edit product attributes.
Navigate to Orders > View Orders from the top menu.
Click General.
Click Edit Product Attributes from the Items Ordered section.
The ordered items become editable.
Select an item and click Edit Product Attributes.
A checkbox is displayed to the left of each item.
Select the checkbox corresponding to all items that you want to edit.
Note
If the item doesn't have any attributes, a message is displayed that the selected item has no attributes.
Amending Order Products
If the order contains out-of-stock items, you must amend these items before printing the Airway Bill (AWB) and export documents. Amending the order via the Global‑e Merchant Portal:
Triggers an automatic refund of all the relevant amounts
Updates export documents
Updates the shipper’s AWB
Sends an email to the customer, notifying them of out-of-stock items and refunds
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Amend Order Products.
The item quantity value in the Units column is replaced with a field.
Amend the quantity value in the field as needed.
Click Save.
Replacing Order Products
If you want to replace an item instead of refunding the customer, you can replace an order product. If you are an Admin, verify that users have Merchant CS permissions and credentials. Before you can replace an order product you must verify that Global-e has set up the necessary configurations. Contact your Success Manager if you need help accessing the Global‑e Merchant Portal.
To perform a replacement the order must have one of the following statuses:
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Note that replacements request cannot be made for orders in Pending status.
This section includes the following procedures:
Cancelling a replacement (different than cancelling an order)
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Replace Order Products.
Select one or multiple items to replace.
Click Replace Order Products.
One of the following occurs:
Default configuration: Your website opens to the page of the product you want to replace.
Not configured or configured incorrectly: Your website opens to the home page. Search for the item you want to send as a replacement.
Replace the item(s):
Modify the current item's attributes, selecting the relevant product attributes according to their exact specification (size, color, and more).
Add the replacement item to the cart. You can add multiple items to the replacement order.
Click Checkout to proceed to your Ecommerce Platform Checkout page.
Click Global‑e Replacement Order to access the Global‑e Checkout.
Note
The Global‑e replacement order button name and location vary for each merchant.
The Global‑e Checkout page is displayed. The Global‑e checkout page is similar to the checkout page of your ecommerce platform, with the following differences:
The customer's personal and address details are prefilled according to the details in the original order. If required, you can modify these details.
You do not need to enter payment information.
The Global-e page includes a Place Replacement Order button instead of the ecommerce platform pay/submit button.
Review the customer's personal details and modify them if needed.
Select the shipping method to send the replacement order (this can be different from the one used to ship the original order).
Select to prepay duties and taxes when applicable.
Note
Delivered Duty Unpaid (DDU) destinations can create expenses for customers and should be avoided if not intended. If Duties and Taxes are required and not prepaid, the customer may be requested to pay them to the shipper.
Click Place Replacement Order to create the replacement order.
The order confirmation page confirms that the replacement order has been created
At this stage, customers receive an email notification that their replacement order was created. The order is added to your ecommerce platform as a new order, indicating that this is a replacement order and not a regular order. If you do not want to include replacement orders in your sales reports, you may need to perform modifications on your ecommerce platform to ensure that they are not included in the sales reports.
To view the original order or to cancel a replacement, click Back to order in Admin to return to the Global-e Merchant Portal.
Note that at the top of the order screen, the newly replaced order is flagged as a replacement order.
Important
You can cancel a replacement after creating an order replacement (see Replacing Order Products) by clicking Cancel Replacement.
If a replacement order is in progress or it has been canceled, you cannot create additional replacements. Notice the replacement indication next to the replacement orders.
Creating Returns
From the Items Ordered section you can create returns. Please contact Global‑e to enable the Returns feature before you continue.
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Create Return directly below it.
The Returns page is displayed.
Select a language from the Select Language on the right edge of the screen.
The page is translated to the language you selected.
Find your order:
Enter an order ID in the Order ID field.
Enter an email address in the Email field.
Note that Global-e cannot process a return before its order is dispatched.
Calculating Taxes
You can calculate an order's taxes for items that have not yet been set to Dispatched, Complete/Closed, or Received in GE Hub. You can check the order status of your item by scrolling to the very top of the screen while in the General tab. The order status is shown on the right side of the page. If your order has already been confirmed, the Calc Taxes feature will not be displayed.
Once an order is in statuses like "Dispatched," "Complete/Closed," or "Received in GE Hub," actions like recalculating taxes are not available.
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click ReShip directly below it.
A message is displayed that the item has been reshipped successfully.
Reshipping Items
Clicked Reship. Need to discuss.
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click ReShip directly below it.
A message is displayed that the item has been reshipped successfully.
Cancelling Orders
Sometimes an order must be cancelled, such as if all of the line items are out of stock, or the order consists of one line item that is out of stock. In these cases, the entire order should be canceled.
Important
An order that has been Received in Hub or shipped cannot be canceled.
Orders can be canceled when their status is Received by Global-e.
Canceled orders are not included in reports.
An automatic refund is issued, for the full order amount or captured amount, for every order cancellation.
Canceling the order via the Global-e Merchant Portal:
Sends an email to the customer notifying him about the cancellation
Triggers an automatic and full order refund
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click Cancel Order.
Select a cancelation reason from the dropdown menu:
Unverified information
Out of stock
By customer request email
Discontinued
Tech issue
Incorrect address
Select or clear Don't send an email to the customer.
Click Save.
Viewing Your History
Sometimes an order must be cancelled, such as if all of the line items are out of stock, or the order consists of one line item that is out of stock. In these cases, the entire order should be canceled.
Complete steps 1 through 5 in Finding Orders.
Completing Step 5 displays the Order Details page with the General tab selected by default.
Scroll down to the Items Ordered section and click History.
Optional - Toggle between the following views:
Default - Shows the order details corresponding to your search results above.
Shipping errors - Shows the shipping errors corresponding to your search results above.
Click Create Ticket.
Payments & FX
From the Payments & FX tab you can view information related to payments and Foreign Exchange (FX).
The following table describes the parameters on this tab:
Parameter | Description | Example |
|---|---|---|
Payment Method | The merchant's payment method. | Afterpay |
Payment Gateway Method | The merchant's payment gateway method. | AydenAlternative |
FX Rate with Markup | The exchange rate of the currency. | 0.665217 |
Currency exchange | The exchange direction between the used currencies. | USD-->AUD |
FX spot rate | The foreign exchange spot rate (the FX rate without markup). | 1.467448 |
FX conversion and hedging fee | The conversion rate margin. | 1.024500 |
Effective conversion rate | The FX spot rate * FX conversion and hedging fee. | 1.503400476000 |
Transaction currency | The buyer's transaction currency. | Australian Dollar |
Transaction status | The payment transaction status options. | Settled |
Merchant reference | The reference number sent to the merchant when an order is confirmed. | 91598827 |
Active transaction GUID | Global-e's active payment transaction GUID sent to the gateway as a reference ID. | c39e4a0d-36fd-41d6-9e9b-aabcb9fe126b |
PSP reference | The reference number generated by the way gateway when a transaction is approved. | XF8KNSCXVMKRKBG6 |
PSP reason | The Payment Service Providers (PSP) reason. | |
Risk service provider | The name of the risk service provider responsible for running fraud checks. | Forter |
Risk status | The status of the fraud check. | Approved |
Browsing currency | The currency chosen by the customer when viewing the product catalog on the merchant's site. | Australian Dollar |
Original total products price | The price of the product in the merchant's currency as shown on the Reconciliation file. | $86.41 |
Total products price | The original total products price * the effective conversion rate. For EU orders this includes the customer VAT. | AU$ 129.90 |
Original total cart discounts price | The cart discount in the merchant's currency as shown on the Reconciliation file. | $ 0.00 |
Total cart discounts price | The original total cart discount price * the effective conversion rate. For EU orders this includes the customer VAT. | AU$ 0.00 |
Original total shipping price | The original total shipping price. | $11.57 |
Estimated cost | The estimated cost of shipping. | AU$ 17.39 |
Paid total | The order total excluding store payments (such as loyalty points or gift cards). | AU$ 129.90 |
Installments | The amount of payment installments. | 1 |
Reconciliation level | One of the following reconciliation levels:
In the following cases Parcel reconciliation is overridden and set to Order:
When an item's Parcel status is automatically set to Order, a comment is automatically entered in the Comments section (see General). | Order |
Issuing a Refund
Issuing a refund is described in Issuing a Refund.
Adding a Refund
From the Order Refunds region you add refunds.
Important
Refunds can only be added for orders that have already been dispatched to the customer.
To cancel a settlement or a refund of stock items, amend the order before it can be processed on the Global-e Merchant Portal and shipped to the customer. See ???)
Follow steps 1 through 4 in Finding Orders.
Select Refunds.
Click Add Refund.
Adding Carrier Claims
From the Carrier Claims region you add carrier claims.
Follow steps 1 through 4 in Finding Orders.
Select Refunds.
Click Add Claim.
Delivery
From the Delivery tab you can view information related to delivery and the item's delivery history.
The following figure shows the Delivery tab:
The following table describes the parameters on this tab:
Parameter | Description | Example |
|---|---|---|
International delivery days | The time required for international delivery. | From 7 to 12 Days by RRD Priority Parcel DDP |
Date Delivered to Hub | The date and time that the item was delivered to the hub. | 23/09/2024 23:51 |
Date Delivered to Customer | The date the item was delivered to the customer. | 12/1/2023 14:07 |
Tracking Number | The item's tracking number. This number is a link referring to an external tracking platform. | EPG010971101344912 |
Alternative Tracking Number | The item's alternative tracking number, if one exists. | |
Calculated Weight | The item's calculated weight in grams. | 636.00 |
Actual Weight | Lets you type in the item's actual weight. | |
Calculated Volume | The item's calculated volume, if relevant. | 0.00 |
Actual Volume | The item's actual volume, if relevant. | 0.00 |
Calculated Cost | The calculated cost of delivery in the user's currency. | AU$ 17.39 |
Remote Area Surcharge | The surcharge for delivery to areas considered remote. | $ 0.00 |
Shipping Subsidy | The shipping subsidy amount in the user's currency. | AU$ 17.39 |
Originally Selected Shipper | The shipping company selected for shipping. | RRD Priority Parcel DDP |
Total Calculated Shipping Cost | The total calculated shipping cost. | AU$ 0.00 (flat shipping rate by order value for Australia, range: 100.0000-150.0000 AUD), Campaign: Default |
Actual Cost | Lets you type in the actual shipping cost. |
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In the Delivery History region near the bottom of the tab, you can view the item's delivery history by selecting the view:
Order level
Parcel level
The Delivery History table shows the following information:
Order Level
| Parcel Level
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You can return to the Order Details page by clicking Back to Search Results.
Duties and Taxes
From the Duties & Taxes tab you can view information related to duties fees and taxes.
The following table describes the parameters on this tab:
Parameter | Description | Example |
|---|---|---|
Duty Calculator | The used duty calculator | DTCE |
D&T Threshold Exceeded | Shows whether the order exceeded the destination's D&T threshold or not. | Yes |
Prepayment Possible | Shows whether the order is valid for DDP or not. | Yes |
D&T prepaid | Shows whether the D&T was paid by the customer or not. | Yes (Hidden Force DDP) |
D&T Paid By Customer | The D&T component (excluding US sales tax) displayed at the breakdown at the checkout page. | € 0.00 → $ 0.00 |
D&T Subsidy | The component of the D&T that is hidden in the product price at checkout, subsidized by the merchant. | € 79.28 → $ 88.05 |
Total D&T Price | The price of the D&T paid by the customer, D&T subsidy, and Global-e's D&T subsidy. | € 79.28 → $ 88.05 |
US Sales Tax | The US sales tax. | € 0.00 → $ 0.00 |
Clearance free | The clearance fee. | € 1.84 → $ 2.04 |
Shipping and Billing
From the Shipping & Billing tab you can manage your shipping information:
You can update the shipping address and phone number as long as the order does not have the following statuses:
Received in Hub – the orders are shipped from the Global‑e hub
Shipped by Merchant – the orders are shipped directly from the merchant’s hub
This tab is divided into three regions: Full Shipping Details, Full Billing Details, and Tools.
From these regions you can:
View your shipping and billing details (shown above)
View the location on Google Maps and zip code (for help solving issues with the address or postal code)
Use the DHL capability tool
Note
If an API address error occurred, the order status changes to Failed Transfer to Shipping. When this happens, click Show in Map to locate the address using Google Maps. This can help you correct issues such as postal code, spelling mistakes in the street or city name, and more.
Full Shipping Details
Editing Your Shipping Details
Users with admin permissions can edit shipping details.
You may need to change the customer's shipping address if:
The customer requests to change the destination of the order.
The shipper’s API returns an error that something went wrong with processing the address. This may be due to an out-of-date postal code, misspelled address, or missing information.
Important
Due to the protection of personal financial data, we are unable to amend a billing address once an order has been placed. Please note that we can only update a customer’s shipping details and that the new address MUST be in the same country; the country CANNOT be changed.
You can update the email address anytime.
You can update the shipping address and phone number as long as the order does not have the following statuses:
Received in Hub – the orders are shipped from the Global‑e hub.
Shipped by Merchant – the orders are shipped directly from the merchant’s hub.
Note
You can only edit your shipping details until the order is ready to be dispatched.
From the Full Shipping Details region, click Edit.
The full shipping detail fields are displayed.
Note that if there is an API address error, the order status changes to Failed Transfer to Shipping. When this happens, click Show in Map in the Full Billing Details or Tools area to locate the address using Google Maps. This can help you correct issues such as postal code, spelling mistakes in the street or city name, and more.
Modify the details as needed.
Do one of the following:
Click Save to save your modifications.
Click Save and reship if you have already issued an airway bill for this order (as part of the fulfillment process). Your modifications are saved and a new airway bill with the updated address is issued.
Remember to replace the old airway bill with the updated version before DHL picks up the order.
Notifying Merchants of an Incorrect Email Address
From this tab you can send an email to the merchant that the address is incorrect, if needed. You can do this by clicking Send Email from the Full Shipping Details panel. When you do this, the message Sent incorrect address email is displayed:
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After sending an incorrect address email, a record of this action is kept in the Customer Service Logs. For more information about action records, see Logs.
Full Billing Details
From the Full Billing Details region you can view the billing address in Google Maps by clicking Show In Map.
Tools
From the Tools section you can do the following:
View your address in Google Maps
Use the Capability Tool
View the Shipper Locater
Look up zip codes
Cancelling Orders or Out-of-Stock Items
For details about cancelling an order in Shopify, see the Shopify Native Cancel an Order section. |
Viewing Your History
At the bottom of the tab you can return to your search results by clicking Back to Search Results.
Merchant
From the Merchant tab you can manage your merchant's details:
From here you can view your merchant tracking and contact details:
Merchant tracking details:
| Merchant contact details:
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At the bottom of the tab you can return to your search results by clicking Back to Search Results.
Logs
From the Logs tab you can view your logs:
The following lists show the information included in your technical and customer service logs:
Technical Logs:
| Customer Service Logs:
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For example, if you sent an incorrect email address email to a merchant, you can see it in both the technical logs (top) and customer service logs (bottom):
At the bottom of the tab you can return to your search results by clicking Back to Search Results.
Analytics Notifications
From the Analytics Notifications tab you can view and manage your analytics:
From here you can view the following:
General analytics information
Global-e browsing and checkout information
Global-e checkout information
Note
Click tracking info to display more tracking information, such as country IP and tracker ID.
In the general analytics information section at the top of the tab, you can see the following:
Cart token
Note
Clicking the cart token link directs you to the Analytics Settings page.
Payment method
Whether or not confirmation is shown
Whether or not the server is analytics
The merchant, order, and transaction currencies
For Global-e's browsing, checkout, and merchant information, you can view a table with the following information:
ID
Tracking ID
Note
You can expand each row to see more information by clicking the arrow to the left of the ID number.
Date notified (date and time)
Notification type
Status
At the bottom of the tab you can return to your search results by clicking Back to Search Results.
Analytics Settings
The Analytics Settings page includes the following sections:
Overview
The Analytics Settings page is displayed when you click the cart token link from the Analytics and Notifications page in Viewing Orders.
This page has the following sections (shown above):
General Settings
Merchant Specific Settings
When you select a merchant from the Select a Merchant menu, the following additional sections are displayed on the page:
Merchant Tracking Configuration
Pixel Simulator
Cart Token Logs
The information in General Settings and Merchant Specific Settings is view only (except for Select a Merchant). However, you can modify the information shown in the Pixel Simulator section.
Merchant Tracking Configuration
You can click the expand button to view the Merchant Tracking Configuration section.
From here you can manage your nodes, depending on their level in the hierarchy:
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You can also show the nodes on each level without opening it in the section using the breadcrumb navigation:
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Pixel Simulator
You can click the expand button to view the Pixel Simulator section.
From here you can view and modify the following pixel simulator configurations:
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Cart Token Logs
You can click the expand button to view the Cart Token Logs section.
From here you can manage your nodes, depending on their level in the hierarchy:
Sort
Transform
Insert (Auto, Array, Object, String)
Extract
You can also show the nodes on each level without opening it in the section using the breadcrumb navigation:
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