Picture of Managing placed orders as a CSR, Account Manager or Sales | OM_003

Managing placed orders as a CSR, Account Manager or Sales | OM_003

Managing placed orders as a CSR, Account Manager or Sales

In this tutorial, we'll take a look at a section within the Infigo software aimed at allowing your team to effectively manage placed orders.

As we will see, this includes the ability to review in detail any order, make amendments, initial refunds and more.

Guide3 min readVideo22-step guideRef OM_003Updated 8 Oct 2026

Overview

You start in Sales > Orders, filter the list to find an order, then click View to open its Order Details page. There you can download documents, change the order status, edit addresses, store tracking numbers and add order notes. You then check how these updates appear to the customer.

What you'll be able to do

  • Find a specific order using the filtering inputs on the Orders page.
  • Download PDF invoices and packaging slips from the Downloads dropdown.
  • Change the order status, modify order pricing, or issue full or partial refunds.
  • Store a tracking number in the Delivery Info tab so the customer sees it on their My Orders screen.
  • Add a custom note with Add order note and choose whether the customer can see it.

Step-by-step

  1. Navigate to Sales
    Navigate to Sales
  2. Click on Orders
    Click on Orders
  3. Orders

    This page shows a list of all orders placed on this Storefront.

    The lower part of the page contains a summary table of these orders, including the display of status updates on the order's progress.

    The upper part of the page displays a range of filtering inputs, allowing you to search for the specific order(s) of interest.

    Orders
  4. Click on View

    This will open details on the selected order in a new tab.

    Click on View
  5. Order Details page

    Let's take a look at some of the capabilities given to the sales team when working with the Order Details page.

    Order Details page
  6. Downloads

    PDF invoices and packaging slips can be directly downloaded from the Downloads dropdown on the top right.

    The templates of these documents can be modified if necessary.

    Downloads
  7. Change Status

    The Sales team member can update the status of the entire order, if required. This will have a knock on effect on the status seen by the user and the status seen elsewhere in Infigo.

    Change Status
  8. Info Tab

    Gives an overview of many elements of the order, including status', creation dates and pricing.

    From within this screen, the team member can modify order pricing and can issue full or partial refunds.

    Info Tab
  9. Dispatch and delivery dates

    Also in the Info tab, the team member can see the calculated dispatch and delivery dates, based on your configuration.

    Dispatch and delivery dates
  10. Billing Info

    The Billing Info tab contains billing address information, which can be edited from here is

    Billing Info
  11. Delivery Info

    Contains editable address information, along with additional data such as the selected delivery methodOne of the forms of shipping or delivery available to the customers of a particular Storefront., order weight and status updates.

    Delivery Info
  12. Tracking number

    The Delivery Info tab also has an area where a tracking number can be stored. This information is also presented to the customer on their My Orders screen.

    Tracking number
  13. Click on Products
    Click on Products
  14. Products Tab

    Shows information on each orderline within the order.

    This section will also display information on any other actions carried out on the orderline, specifically related to the distribution of the orderline's artwork via Hotfolder or otherwise.

    Products Tab
  15. Checkout Attributes

    Any information the customer entered into Checkout AttributeCheckout attributes in Infigo are customizable fields that gather additional information from customers during the checkout process, enhancing order management and customer experience fields will be displayed on this tab.

    Checkout Attributes
  16. Click on Order notes

    The system automatically creates new order notes when certain actions are carried out, such as changing the status.

    Click on Order notes
  17. Adding custom notes

    The team member can add a custom order note by completing the relevant fields and clicking Add order note.

    The team member can choose whether the order note is visible to the customer or not (on their My Orders pages).

    Adding custom notes
  18. Custom order note
    Custom order note
  19. Let's take a look at the order from the customer's side and see how some of these updates appear.
    Let's take a look at the order from the customer's side and see how some of these updates appear.
  20. Click on More details
    Click on More details
  21. The tracking number will be included as part of the main order information
    The tracking number will be included as part of the main order information
  22. Customised order notes will be displayed at the bottom of the order page
    Customised order notes will be displayed at the bottom of the order page

Video transcript

0:05 In this tutorial, we'll take a look at the section within the Infigo

0:08 software aimed at allowing team to effectively manage placed orders.

0:13 As we'll see, this includes the ability to review in detail

0:15 any order, make amendments, initialize refunds and much more.

0:20 So we'll start off by navigating to the sales section and going to orders.

0:27 This page shows

0:28 a list of all orders placed on this particular storefront.

0:32 The lower part of the page contains a summary table of these orders,

0:36 including the display of status updates on the orders progress.

0:41 The upper part of the page displays a range of filtering inputs, allowing you

0:45 to search for these specific orders of interest to you.

0:50 If we locate one of those orders and click on View,

0:53 this will open the details of that selected order.

0:56 Then you tap.

1:00 So let's take a look at some of the capabilities

1:02 given to the team when working with the order details page.

1:08 Starting off on the top right

1:09 hand side, you'll notice that we have a downloads dropdown list, so PDF invoices

1:15 and packaging slips can be directly downloaded from the downloads dropdown.

1:20 The templates of these documents can be modified if necessary.

1:23 For example, if you want your own branding on these documents

1:30 next to the downloads, we have a change status dropdown

1:33 so the team member can update the status of the entire order if required.

1:38 This will have a knock on effect on the status seen by the user

1:41 and the status seen elsewhere in Infigo.

1:47 Now let's look at some of the tabs

1:48 that we have available here, starting off with the info tab.

1:52 This gives an overview of many elements of the order,

1:55 including status, creation, dates and pricing.

1:59 From within this screen, the team member can modify order

2:02 pricing and can issue a full or partial refund if required.

2:12 Also in the info tab coming to this section down here,

2:16 the team member can see the calculated dispatch and delivery dates

2:19 based on your configuration.

2:25 Let's

2:25 go to the next tab along which is billing info.

2:29 So nice and easy.

2:30 This one.

2:30 The billing info tab contains billing address information

2:33 which can be edited from here if required.

2:39 Next tab along is delivery information.

2:42 This contains editable address information along with additional data

2:45 such as the selected delivery method, order, weight

2:49 and status updates.

2:52 If I scroll down a little bit here, you'll see the delivery info.

2:55 Tab also has an area where the tracking number can be stored.

2:59 This information is also presented to the customer

3:02 on their my order screen as we'll see a little bit later on.

3:05 Tracking numbers can also be included in emails sent to the customer.

3:16 Next tab along is for products.

3:19 So this shows information on each order line within that particular order.

3:24 This section will also display information from any other actions

3:28 carried out on the order line, specifically relating to the distribution

3:31 of the orderline’s artwork via hot folder or otherwise

3:38 down to the bottom of this particular tab.

3:40 Any information the customer entered into check out attribute fields

3:44 will be displayed in this screen.

3:50 The final tab we have

3:51 here is the order notes.

3:55 So the system autumn category creates new order notes

3:58 when certain actions are carried out, such as the changing of the status.

4:03 We do also have the ability to add custom notes by completing

4:07 the relevant fields down here and clicking on the add order note.

4:16 The team member can choose whether the order note is visible

4:18 to the customer or not on their My Orders page by clicking

4:22 this checkbox here.

4:28 So let's take a look at the order from the customer side

4:31 and see how some of these updates that we've made actually appear.

4:41 So I'm

4:42 just going to navigate to their order section

4:45 and take a look at the order we've just been working on.

4:55 So a couple of changes to note here.

4:56 We included the tracking number.

4:58 The tracking number will be included as part of the main order information.

5:02 So we can see that down here.

5:05 And then the customized order nodes that we set to be displayed

5:09 to the customer as well will be displayed at the bottom of this screen.

5:12 So you can see that the note

5:15 has been created here.

Guide | Managing placed orders as a CSR, Account Manager or SalesRef OM_003 | Last updated: 8 Oct 2026
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