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 completion

After the customer has sent the order, or after successful payment in the case of online payment, the order is created in the Heureka system. The order can then be found in the administration in the menu Order list. The customer receives a summary of the order and if you use the POST order/send API call, the order is sent to your system.

If you would like to receive order information via email, check the box “I would like to be notified of orders received via email to:” and fill in your preferred email on the orders page mentioned above.

Order Processing

API Integration

If you use an API integration (via the POST order/send API method), you process the order standardly within your own system. The order is transferred directly into your system using API calls. Bi-directional API calls can be set up (from you to us and from us to you). If everything is configured correctly, all data is transferred seamlessly via API calls. Individual API methods are detailed in the API documentation.

Stores without API

If you do not use an API integration, orders must be processed manually. All information regarding the customer, ordered items, and delivery method can be found in the Heureka administration under Marketplace > Order List.

Order Status Changes

API Integration

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

If you do not update order statuses, the system automatically marks them as completed after 21 days. You can only cancel an order from your side if it has not yet been marked as completed. If you need to cancel an already completed order, please contact our customer support.

In the event of an order cancellation, we do not send an email to the customer—be sure to inform them directly.

Stores without API

If you do not use an API, you change the status manually in the administration on the order detail page. You can access order details via the menu: Marketplace > Order List and by clicking on the specific order number.

You can set the order status as in progress, completed, or canceled:

• “Mark as in progress”: Use this status once you start processing the order to distinguish it from new incoming orders.
• “Complete”: Change the status to “Complete” as soon as the order has been received by the customer.
• “Cancel”: To cancel an order, simply set the status to “Cancel” manually.

If you do not update order statuses, the system automatically marks them as completed after 21 days. You can only cancel an order yourself if it has not yet been completed. If you need to cancel a completed order, contact our customer support.

We do not send automated cancellation emails—remember to inform the customer through your own communication channels.

Order Returns

If a customer returns an order within the 14-day or 90-day return window, you can set the order status to “Returned”. The sales commission will subsequently be credited back to your account.

If the customer paid using an online payment method, the payment will be refunded to them automatically just like with a standard cancellation. In that case, click the Cancel button if it is visible in your administration. For completed orders, this button will no longer be available, so please contact customer support and we will cancel the order for you.

To learn more about the return process, read the article “How Withdrawal from the Purchase Agreement and the Purchase Guarantee Service Work”.