Overview
Web Order Lookup is a customer service tool that allows you to look up eGift or Web Card Sale orders, by their order number, in order to:
View transaction details (i.e. purchaser, recipient, sale value, email addresses, time of purchase, credit card type).
Update email addresses and resend in cases of incorrectly provided email addresses of purchaser or recipient.
Before You Start
Before you get started, here are a few important terms to know:
Web eGift – eGift is the purchase of a virtual gift card. The gift card’s value is selected, paid for, and activated solely through an online transaction. The virtual gift card number is provided via email receipt. An eGift card can be sent to a recipient of the purchaser’s choice. If a promotion for bonus cards is live, any bonus card numbers issued will only be sent directly to the purchaser.
Web Gift Card Sales – A Web Card Sale is the virtual purchase of a physical gift card to be sent to the purchaser or address determined during the transaction. It is the responsibility of the merchant to handle activation / fulfillment of the physical gift cards ordered through this method.
Ensure you have the proper permissions to access the Web Order Lookup feature. If you need permission, contact your User Admin to get the proper permissions added to your account. Please contact Paytronix Support if you have additional questions about the Web Order Lookup feature.
Using the Web Order Lookup Feature
1. The Web Order Lookup functionality is in the Customer Service tab at the left navigation bar of the Paytronix Portal or searchable via the Quick Find search bar.
2. After clicking Web Order Lookup, you’ll be brought to a screen requesting the Order Number associated with the order in question. The order number is a four digit code associated with each Web eGift and Web Gift Card Sale transaction. It is included in the order confirmation email post purchase.
3. If a guest is not able to provide their order number, you can find it via the Paytronix Report Center. The Web Card Sales Detail report, located under the Stored Value / Gift Card Reports heading, will provide a breakdown of all web purchases. The Summary version of this report is useful for providing a total order / dollar value during a period of time, but does not provide a line by line breakdown of each transaction / purchase.
Provide a custom date range, or select a quick date from the drop down. You can decide to run the report on both types of Web Sale Programs by keeping the setting on ‘All’ or run a report only on Web eGift or Web Gift Card Sale purchases. Choose an Output Type for the report file and click Submit.
Example of Report (Blank columns redacted to remove any Personal Information):
By getting the guest’s name, date / time of purchase, and purchase amount, you can determine the correct transaction and corresponding Order Number.
4. Enter in the Order Number in the Web Order Lookup page and click Submit. Example of Web Order after Submit (Blank fields redacted to remove any Personal Information):
5. Functions on this page include updating the purchaser or recipient’s email and triggering a resend. This function is commonly used as a means to correct an invalid email address. If the guest is struggling to receive the emails still, you can associate the trigger to your email, then forward the guest the email directly.
For further assistance, please contact your solutions consultant or customer success manager, or email [email protected].