How to process orders?

Below you will find how an order created via the Heureka Marketplace should ideally be processed. If you are using the API, then some steps are not relevant for you. When using the API fully, you process orders in your system and do not need to use the administration at all for this purpose.

The steps of order processing can be divided into:

• Creating an order by the customer
• Order completion
• Order processing
• Order cancellation
• Returning an order

Creating an order by the customer

After adding the goods to the basket, the customer goes through the process of making an order. Here he selects the quantity of products, payment method and preferred shipping. The information is updated according to the connection you have chosen (sorted from the left by priority).

	API	XML	Administration
Quantity, availability	GET products/availability	<DELIVERY_DATE>	–
Shipping, payment method	GET payment/delivery	<DELIVERY>	Payment method,Methods of delivery,Table of delivery charges

Order Acceptance

Once an order is created by the customer – or after successful payment in the case of an online payment – the order is created in the Heureka system. You can then find the order in the administration panel under the Order List menu. The customer receives an order summary from Heureka. If you use the POST order/send API method call, the order is automatically sent to your system. If you do not use the API and operate in non-API mode (noAPI), you can find the order in the Heureka administration panel in the order list.

If you want to receive order notifications via email, check the box under Marketplace → Order List labeled “I want to be informed about received orders by email to:” and fill in your preferred email address on the aforementioned order page.

Order Processing

API Integration

If you use an API integration (using the POST order/send API method), you process the order as standard in your system. If everything is set up correctly, all information is passed via API calls. It is also possible to set up two-way communication (i.e., from you to us and from us to you). The individual methods are described in the API documentation and Changelog.

Stores without API

If you do not use an API integration, orders must be processed manually. All information regarding the customer, ordered goods, and delivery method can be found in the Heureka administration panel under the Order List. The order status can be changed within the order details page.

Changing Order Status

API Integration

If you use an API integration, status changes are transferred to us automatically. For example, if you change the order status to “shipped”, that status is automatically transferred to us (PUT order/status method), or we update it ourselves (GET order/status method). Full API integration is therefore more convenient, and we recommend it for all medium and large e-shops. You can change the order status to “completed” or “cancelled” in the same way.

If you do not update order statuses, they are automatically marked as completed by the system after 21 days. You can only cancel an order on your end if it has not yet been completed. If you need to cancel a completed order, please contact our customer support.

In the event of an order cancellation, we do not send any email, so please remember to inform the customer yourself.

Stores without API

If you do not use an API, you change the status in the administration panel within the order details page. You can access the order details via Marketplace → Order List and by clicking on the order number.

You can mark the order as in progress, completed, or cancelled.

If you are aware of the order, use the “Mark as in progress” status to distinguish new orders. As soon as the order is received by the customer, change the order status to “Complete”. You can cancel the order in the same way—simply set the status manually to “Cancel”.

If you do not update order statuses, they are automatically marked as completed by the system after 21 days. You can only cancel an order on your end if it has not yet been completed. If you need to cancel a completed order, please contact our customer support.

Order Returns

If a customer returns an order within the 14-day or 90-day period, the order can be set to the “Returned” status. Sales commission is subsequently credited back. If the customer used an online payment method, the payment will be refunded to them just like in a cancellation. In this case, use the Cancel button if you see it in the administration panel. For completed orders, this button is not available, so please contact our customer support. We will cancel the order for you.

To learn more about the return process, see the article How to process an order return request.