How to work with Online Ordering application

Online Ordering application is part of the ALIVE Platform. Online Ordering application is responsible for processing orders from Online Ordering Form. Once the orders are processed and approved, Online Ordering application exports them to NCDB.  When your customer orders his/her card through Online Ordering Form and finishes the form in its last step, the order is automatically displayed in Online Ordering application. You’ll find this order in “Card Orders”.

Before you start using Online Ordering application, you have to set up a few things. First, in NCDB, you have to set up Card Issuer “Online Ordering“ and Price List “Online Ordering“. You can find more information about these settings in “How to use Online Ordering Form” course. After that, back in Online Ordering application, go to “Settings“ in vertical main menu.  

In Global settings, you should define your text for “Business terms” and “Marketing agreement”. These texts are available in the Online Ordering Form, so define them really carefully. It is good idea to discuss these texts with your lawyer. Into “Link to cookies consent“, insert link to cookies policy in your company. Editable Texts for Ordering Form – you can add some additional texts for your customers, which will be shown during/in the end of Online Ordering Form. You needn’t set up these texts, they are optional.

If you want to deliver cards to other countries, you have to do the setup in two steps: As the first step, in Online Ordering application, you have to define prices for countries in “Active countries” list (see the picture below). As the second step, go to NCDB->Price Lists. Find Online Ordering price list  and in “Delivery methods“ window, allow “Abroad delivery” (see the picture, click it to enlarge).

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You can inform your customer about the order – in which state the order is and whether everything is OK (you can for example send your customer an email with the information that the order still wasn’t paid). For this purpose, you can use automatically sent emails with personalized content. It is possible to send these emails through the whole process of online ordering – the first email can be sent when the order is created, the last email when the card is ready to be picked up or when the card is sent to the customer. To learn how to create and edit the email templates, visit the “How to edit email templates” course.  

In “Products“ section, you can define additional products, that will be offered in Online Ordering Form. Click “Add new product” button. Define your product (don’t forget to choose for which card types the product will be available)! The form is quite self-explanatory, so it is not necessary to describe it in detail.

How does the whole process in Online Ordering application work?

• Your customer orders his/her card through Online Ordering Form.

• Once ordered, you can see the order in “Card orders“ list.

• In Card orders, you can filter the items using several filtering fields in table heading.

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  Go to detail of the order in the “Actions“ column.

• In Order Detail, check whether everything (Photo, Legal guardian’s ID, Confirmation of study) is OK.

• If something is missing or if the photo or Confirmation of student status is not OK, press the “Mark as incomplete” button and add a note with short description. Once marked as incomplete, the order is marked red. You have to contact your customer by email or by phone and to tell him/her what is wrong with the order and how to complete it.

• When your customer sends you proper documents and the order is already OK, press the “Mark as complete” button.

• If the order was paid by card online, it is already in „Paid“ status; if it was paid through bank transfer, you have to check the payment and if it is OK, click the “Mark as paid” button. In most countries, ID of the order is the variable symbol of the payment.

• If you want to edit the order, you can do it through pressing the “Edit order” button. In the edit mode, you can also see details of Legal representative (in case the customer was underage and details of Legal representative are needed). If you do any changes, don’t forget to save them.

• Have a last look at your card orders and when everything is OK, just push the “Validate” button.

• When all orders are checked, press the “Export to NCDB“ button.

• At this moment, all cards in „Approved“ status are exported into NCDB and new NCDB order is created. In NCDB, all cards that were exported together will be grouped into one order.

• In NCDB, the order is further processed and cards are issued.

Let’s have closer look at “Status”. Status tells you, in which state the order is at the moment. The most important statuses are:

• Ordered – the card was ordered.

• Paid – the card was paid.

• Approved – the order is OK and it can be exported to NCDB for further process.

• Exported – the order was exported to NCDB.

• In progress – card was already issued and this information was reported back to Online Ordering application.

• Pick up ready – card is ready to be picked up.

• Sent – final status of orders, where delivery type “Post” or “Post-registered letter” is selected.

• Issued – final status of orders, where delivery type “Personal pickup” or “Email” is selected.

• Cancelled – the order was cancelled.

  The important thing is that you can edit orders only in statuses “Ordered” and “Paid”. When the card is already in “Approved” status, it’s not possible to edit it anymore. It can be done only in database which is available only for administrators. In the picture below, you can see how the whole process in Online Ordering and NCDB works (click the image to enlarge):

When the card is issued in NCDB, the information about that is reported back to Online Ordering application. According to the chosen Delivery method, the cards can be found in “Order expedition”. In the “Order expedition” menu, it is possible to have control over cards expedited to your customers. In “Post” and “Post-registered letter”, you can for example export and print address for postal delivery. At this point, the ways how to do it differ for each country, so contact the post in your country and discuss the possibilities! When the issued card is prepared for sending to your customer or for personal pickup, you should press the “Confirm expedition” button (see picture below). At this moment, last email (from Settings->Email templates) is sent to your customer (if this template is set up, of course). For instance, when the Delivery method is “Personal pickup”, email template called “Order ready for pick-up” is sent.

If the Delivery method “Personal pickup” is chosen, the expedition was confirmed and your customer comes to pick up his/her card, you have to do the last step: go to “Card Orders”, find the order, go to order detail and click “Mark as picked up” button.

There may be a situation when, for any reason, an already sent ID card order is returned to you, you can mark it as returned in the administration. It may happen that, for example, the customer does not accept the letter or has given the wrong delivery address. The button through which the order can be marked as returned will appear automatically in the status of the order Sent (i.e. the card has been issued and the shipment has been confirmed in Online Ordering)

For the purpose of informing the customer that his order has been returned, an e-mail template is available in the Online Order, which is sent to the customer after clicking the "Package returned" button. You can freely edit the email in the Online Ordering email administration. You will also see the sent email on the overview of sent emails in the order details.

Once you're ready to ship the order to the customer again, simply confirm the shipment again on the customer detail. A note window will also open, where you can, for example, note down the new address to which you are sending the customer's card.

You can see all the actions that were carried out with an individual order in the details of the order with information about who made the changes and at what time.

In the details of the order, the transaction data for the given order is also visible.

The Online Ordering application offers the option to export data according to filters that you can set for the type of data you need.

You can find the export button on the order overview.

Filter settings in the card order list section will affect the data you want to export. You can, for example, set filters for a certain period, or filter orders by payment type or request type. The displayed data is then exported to XLSX format if you use the export button.

This feature allows you to create new custom email templates for communication with your customers.

Using this feature, you can:

• define custom email templates for different reasons why you need to contact the customer (for example “photo in bad quality”, “wrong postal address”, “expired student status confirmation”, …)

• you can communicate with the customer directly from Online Ordering module and your emails sent to the customer are tracked in the detail of each card order

How to set this up?

• you can create your custom email templates in Settings -> Email templates

• for each email template, you can set up different reply-to mailbox, so when the customer answers back, the answer comes to the correct member of your team

• each email template can be relevant to only defined card types (you probably won’t use the template for expired student status confirmation for IYTC card orders for example)

• in email templates, the usual variables (such as {{ cardOrder.firstName }}, 

• {{ cardOrder.lastName }}, {{ cardType }} etc. ) can be used

• you can of course define email versions for all available languages 

• there is always a default choice for reason “Other”. When this reason is chosen, no automatic email is sent, in this case, you need to lead the communication with your customer completely outside the ALIVE Platform.

How to use it?

• in detail of specific card order, you have the option to click the button to mark the order as incomplete. 

• then, instead of just writing a note, you will see a select list of your predefined email templates and you choose the correct reason why the card order cannot be accepted

• the selected email will be sent to your customer as an information what’s wrong with the card order

• at the same time, you can see basic history about these automated emails in the detail of the order

• when the card order is marked as  incomplete, it turns red and a yellow exclamation mark icon is added to the end of the line; after hovering over it, a note with the name of the template that was sent to the customer is displayed

We don't collect analytic data for all markets using the online ordering module. If you'd like to track user journeys or get any other analytic data about your customers, you have to set it up on your side through the Online ordering administration interface - Settings section.

We suggest setting up a GTM container and managing all tracking scripts through GTM. If you want to track user journey events through individual steps of the ordering form, you should put additional scripts in the respective section of the Online Ordering settings.

We suggest using Google Tag Manager (GTM) to publish all tracking scripts you would like to use in the online ordering module. The GTM container can be set up in Online Ordering administration - Settings. Simply check the "Allow Google Tag Manager" checkbox and enter the GTM container ID into the text field that appears.

If you need to track individual events, such as how customers go through the card ordering process, you may put additional tracking scripts into the "Tracking Codes" section. Some of these events support variables, which may also be useful for your analytics.

The Online Ordering module supports the following events:

• Tracking code during order - triggered on the 1st - 4th step of the ordering form. I don’t recommend using it.

• Tracking code during card type selection - triggered on the 1st step of the ordering form.

• Tracking code on page with personal data - triggered on the 2nd step of the ordering form.

• Tracking code on order summary - triggered on the 3rd/4th step of the ordering form (depends on the number of steps; 3rd step with a selection of additional products may not be active if there are no products offered).

• Tracking code after sending order - triggered when the “Submit order” button is pressed. This event supports variables.

• Tracking code after successful payment - triggered on the thank you page where the customer is returned after successful payment. This event supports variables.

If you would need to verify the aliveplatform.com domain for tracking purposes, please let us know in Servis desk.