292 lines
6.8 KiB
Markdown
292 lines
6.8 KiB
Markdown
# Order Management
|
|
|
|
The Order Management module processes user purchase orders, which is the core of system revenue and business processes.
|
|
|
|
## Overview
|
|
|
|
### Order List
|
|
|
|
View and manage all orders:
|
|
|
|
- **Order Number**: Unique order identifier
|
|
- **User Info**: Buyer name and email
|
|
- **Product Info**: Purchased product name and specs
|
|
- **Amount**: Paid amount and original price
|
|
- **Payment Method**: Alipay/WeChat/Crypto, etc.
|
|
- **Status**: Pending/Paid/Completed/Canceled/Refunded
|
|
- **Created**: Order creation time
|
|
- **Paid**: Payment completion time
|
|
|
|
### Order Filtering
|
|
|
|
Quickly find specific orders:
|
|
|
|
- **By Status**: Pending/Paid/Completed, etc.
|
|
- **By Date Range**: Today/This week/This month/Custom
|
|
- **By Payment**: Filter by payment channel
|
|
- **By User**: View specific user's orders
|
|
- **By Product**: View specific product sales
|
|
- **By Amount**: Filter by order amount range
|
|
|
|
### Create Order
|
|
|
|
Manually create order for user:
|
|
|
|
#### Select User
|
|
|
|
- Search existing user
|
|
- Or create new user
|
|
- Fill in user basic info
|
|
|
|
#### Select Product
|
|
|
|
- Choose package from product list
|
|
- Set purchase quantity
|
|
- View price details
|
|
|
|
#### Discount Settings
|
|
|
|
- Apply coupons
|
|
- Manual discount
|
|
- Balance deduction
|
|
- Points deduction
|
|
|
|
#### Order Notes
|
|
|
|
- Add order notes
|
|
- Mark special orders
|
|
- Record communications
|
|
|
|
### Order Details
|
|
|
|
View complete order information:
|
|
|
|
#### Basic Info
|
|
|
|
- Order number and creation time
|
|
- User info and contact
|
|
- Product details and specs
|
|
- Order amount breakdown
|
|
|
|
#### Payment Info
|
|
|
|
- Payment method and transaction number
|
|
- Payment time and status
|
|
- Third-party platform order number
|
|
- Payment proof (if any)
|
|
|
|
#### Order Status
|
|
|
|
- Current order status
|
|
- Status change history
|
|
- Operation log records
|
|
|
|
#### After-sales Info
|
|
|
|
- Refund request records
|
|
- Customer service communications
|
|
- Issue resolution progress
|
|
|
|
## Order Operations
|
|
|
|
### Order Review
|
|
|
|
Review pending orders:
|
|
|
|
- **Auto Review**: Online payment auto-complete
|
|
- **Manual Review**: Bank transfer needs confirmation
|
|
- **Approve**: Activate service and notify user
|
|
- **Reject**: Reject order with reason
|
|
|
|
### Order Processing
|
|
|
|
Process paid orders:
|
|
|
|
- **Auto Activation**: Auto-activate after payment
|
|
- **Manual Activation**: Admin manually activates
|
|
- **Delayed Activation**: Set future activation time
|
|
- **Batch Processing**: Process multiple orders
|
|
|
|
### Order Cancellation
|
|
|
|
Cancel unpaid or abnormal orders:
|
|
|
|
- **User Cancel**: User actively cancels
|
|
- **Timeout Cancel**: Not paid within time limit
|
|
- **Admin Cancel**: Admin manually cancels
|
|
- **System Cancel**: Auto-cancel on anomaly detection
|
|
|
|
### Order Refund
|
|
|
|
Process refund requests:
|
|
|
|
#### Refund Review
|
|
|
|
- Review refund reason
|
|
- Evaluate refund validity
|
|
- Decide whether to approve
|
|
|
|
#### Refund Processing
|
|
|
|
- **Full Refund**: Return full order amount
|
|
- **Partial Refund**: Return partial amount
|
|
- **Refund to Balance**: Refund to user account
|
|
- **Original Return**: Refund to original payment method
|
|
|
|
#### Post-refund
|
|
|
|
- Revoke activated services
|
|
- Update user account status
|
|
- Record refund reason and result
|
|
|
|
## Payment Management
|
|
|
|
### Payment Methods
|
|
|
|
Support multiple payment channels:
|
|
|
|
- **Alipay**: QR code/Face-to-face payment
|
|
- **WeChat Pay**: QR code/H5 payment
|
|
- **Cryptocurrency**: USDT/BTC, etc.
|
|
- **Bank Transfer**: Offline transfer
|
|
- **Balance Payment**: Use account balance
|
|
|
|
### Payment Config
|
|
|
|
Configure payment channel parameters:
|
|
|
|
- **Merchant Info**: Merchant ID/Key
|
|
- **Payment Callback**: Async notification URL
|
|
- **Payment Limits**: Min/Max payment amount
|
|
- **Transaction Fees**: Fee rate and bearer
|
|
|
|
### Payment Callback
|
|
|
|
Handle payment platform callbacks:
|
|
|
|
- **Verify Signature**: Verify callback data authenticity
|
|
- **Update Status**: Update order payment status
|
|
- **Activate Service**: Auto-activate purchased service
|
|
- **Send Notification**: Notify user of successful payment
|
|
|
|
## Order Statistics
|
|
|
|
### Sales Statistics
|
|
|
|
Analyze order sales data:
|
|
|
|
- **Order Count**: Total orders and growth trend
|
|
- **Order Amount**: Total sales and average order value
|
|
- **Conversion Rate**: Order conversion analysis
|
|
- **Repurchase Rate**: User repurchase situation
|
|
|
|
### Payment Statistics
|
|
|
|
Analyze payment method usage:
|
|
|
|
- **Payment Method Share**: Alipay/WeChat share
|
|
- **Payment Success Rate**: Success rate per channel
|
|
- **Payment Duration**: Time from order to payment
|
|
|
|
### Product Statistics
|
|
|
|
Analyze product sales:
|
|
|
|
- **Best Sellers**: Top-selling products
|
|
- **Revenue Contribution**: Revenue share per product
|
|
- **Stock Alert**: Low-stock products
|
|
|
|
## Order Export
|
|
|
|
Export order data for analysis:
|
|
|
|
### Export Options
|
|
|
|
- **Export Format**: Excel/CSV/PDF
|
|
- **Export Range**: All/Filtered results
|
|
- **Export Fields**: Custom export fields
|
|
- **Data Masking**: Mask sensitive information
|
|
|
|
### Export Purposes
|
|
|
|
- **Financial Reconciliation**: Verify revenue data
|
|
- **Data Analysis**: Conduct business analysis
|
|
- **Report Generation**: Generate sales reports
|
|
- **Backup Archive**: Data backup and archive
|
|
|
|
## Abnormal Order Handling
|
|
|
|
### Anomaly Types
|
|
|
|
- **Duplicate Payment**: Same order paid multiple times
|
|
- **Payment Not Received**: Paid but system didn't receive
|
|
- **Amount Mismatch**: Payment amount differs from order
|
|
- **Malicious Orders**: Fraud or fake orders
|
|
|
|
### Handling Process
|
|
|
|
1. **Identify Anomaly**: System auto-marks or manual detection
|
|
2. **Investigate**: Check payment records and logs
|
|
3. **Contact User**: Communicate to confirm situation
|
|
4. **Resolution**: Refund/Resend/Manual handling
|
|
5. **Record**: Document process and result
|
|
|
|
## Order Security
|
|
|
|
### Risk Control
|
|
|
|
- **Identity Verification**: Require user verification
|
|
- **Payment Limits**: Set per-transaction limits
|
|
- **Anomaly Detection**: Detect abnormal payment behavior
|
|
- **Blacklist**: Block malicious users
|
|
|
|
### Anti-fraud
|
|
|
|
- **Rate Limiting**: Limit order frequency
|
|
- **IP Detection**: Detect abnormal IP behavior
|
|
- **Device Fingerprint**: Identify duplicate devices
|
|
- **Manual Review**: Review suspicious orders
|
|
|
|
## Best Practices
|
|
|
|
- Process pending orders promptly
|
|
- Ensure payment callback stability
|
|
- Regularly reconcile financial data
|
|
- Respond quickly to refund requests
|
|
- Maintain complete operation logs
|
|
- Analyze order data to optimize operations
|
|
|
|
## Troubleshooting
|
|
|
|
### Payment Successful But Not Received
|
|
|
|
Steps:
|
|
|
|
1. Check payment platform order status
|
|
2. Review payment callback logs
|
|
3. Manually trigger callback processing
|
|
4. Contact payment platform support
|
|
|
|
### Cannot Cancel Order
|
|
|
|
Possible reasons:
|
|
|
|
1. Order already paid
|
|
2. Service already activated
|
|
3. Insufficient system permissions
|
|
|
|
### Refund Failed
|
|
|
|
Check:
|
|
|
|
1. Is refund API configured correctly
|
|
2. Is account balance sufficient
|
|
3. Is refund info complete
|
|
4. Has refund deadline passed
|
|
|
|
## Next Steps
|
|
|
|
- [Coupon Management](/admin/commerce/coupons) - Create promotions
|
|
- [User Management](/admin/users-support/users) - Manage user accounts
|
|
- [Financial Statistics](/admin/logs/balance) - View transaction details
|