Order Manager

The Order Manager displays all order information, for any bookings made through your Travelgenix solution. It offers you a quick and easy way to search, view and review bookings made by your customers.

Search filters

At the top of the order manager, you will see there are filters that allow you to find and view the orders you need. Filters include:

• Date to search 
  • Booking date (The date the booking was made on the website)
  • Travel date (The date of the first element of travel e.g. Flight departure date, or hotel check in date)
• Date range (Pick a date range from the calendar) 
• Agent (Filter orders made by specific Agents)
• Order status (Filter orders by their order status. More on that below)
• Name/ Order Ref / Booking Ref (Free text search field, to find orders that include specific information)

Order Status

You will see there is a search filter called "Order Status" that allows you to filter orders by status. These include:

• Basket
• Processing
• Confirmed
• Confirmed with failure
• Cancelled
• Partial cancelled

Basket order

A basket order, is where a customer has searched for some products through your website, and taken to them through to the basket/payment page - but did not go any further. This means the customer is very close to making a buying decision, but for some reason, decided not to go through with the process. This is typically because they either don't have enough trust in your brand, or perhaps still think they can find a better deal somewhere else. If you're seeing lots of basket status orders but low confirmed orders, you may want to think about optimising the payment page on your website to increase the number of people that complete the transaction.

Processing order

Your online travel website is a mechanism that connects supplier products with customers, and you facilitate the transaction. If you see a processing order status, it means a customer has completed a purchase on your website, but the suppliers are yet to confirm the booking or the payment is still being processed. We recommend not touching orders classed as "Processing" as there are automated processes in place.

Confirmed order

This means a customer has completed a purchase on your website, the payment has been processed correctly, the supplier has confirmed the booking and the customer has received an order confirmation email with all the details they need. 

Confirmed with failure

This means a customer has completed a purchase on your website, but for some reason, the supplier has not been able to confirm the booking. These orders need your attention. Click on the order to see which product within the booking has failed and read the error message displayed by the supplier. You will most likely need to contact the supplier directly, to resolve this situation manually.

Cancelled order

This will display orders that have been marked as cancelled (E.g. The entire order has been cancelled)

Partial cancelled orders

Customers may purchase multiple travel products at the same time, such as airport parking, flights, transfer, hotel and excursions. If the customer needs to cancel one product within a booking, but not the entire order, then the order will be classed as "Partial Cancelled". This denotes that the main order is still active, but one or more products within that live order has been cancelled. If a customer only purchases one product, it can not be classed as partial cancelled. It will either be cancelled or confirmed.

Order dashboard

The Order manager dashboard displays all your orders, in rows. The information displayed on each row includes:

• Order ID (This is unique to each order)
• Status (The current order status)
• Agent (Which Agent, if any, generated this order)
• Customer (Customer name)
• Summary (Product codes of the products purchased E.g. FLT = Flight, ACC - Accommodation etc)
• Total (The total amount the customer paid)
• Created Date (The date the order was created)
• Actions
  • View order (This lets you see the details of this order in more detail)

View order

When you click on the view order icon from the main dashboard, you will be presented with a page that shows you all the data relating to this specific order. It's broken down into different sections. At the top you have the following:

• Order ID (Unique to this order)
• Customer language (The language the customer was viewing the booking website in)
• Customer IP (The IP address of the customer. Good to know if you experience multiple fraudulent orders from the same IP address)
• Booking Agent (If this booking was facilitated by a specific agent)
• Order status
• Order total
• Created
• Marketing source 
• Customer ID
• Customer name
• Customer email
• Customer Tel
• Customer address
• Internal reference

Below that, you will see another section that gives you an overview of the products purchased as part of this order. Remember that one order can have multiple products in it (E.g. Airport parking, flight, transfer, hotel etc)

• Type (The product type purchased)
• Supplier (Which supplier provided this product)
• Departure/Duration (Departure date and duration of product)
• Added to basket (Date this product was added to the basket)
• Supplier price (The price the supplier is selling this product for)
• Selling price (The supplier price + any pricing rules you've added)
• Booking reference (The booking reference provided by the supplier)

Below that, you will see another section that gives you an overview of the payment information. This includes:

• Payment provider (Your payment provider that you use to facilitate online payments)
• Payment method (The payment method used by the customer)
• Amount (The amount the customer paid)
• Reference (If applicable, a payment reference)
• Date/Time (The date and time the payment was made)
• Balance remaining (The outstanding balance value)

Below that, towards the bottom of the page, you will see an overview of the products the customer has purchased. This will be a summary of the data that the supplier has confirmed. It typically includes the supplier name, supplier price, if a pricing rule was applied, sale price, product details (E.g. flight number or hotel info), along with the names of all passengers or guests. 

Good to know

• More features are being added to the order manager all the time. Stay tuned to Travelgenix announcements to know when they go live, and how they can help your business.
• The order manager has an impact on your internal business processes and how you react to different customer requests. It's worth taking some time to create some scenario based processes, so you know how to react to different situations, and to make sure everything is documented in the right way.