Navigating the StoreFront Hub: A Partners Guide

Once your storefront is live, managing your transactions is a breeze. Use the Tillo Hub to track, troubleshoot, and manage your StoreFront gift card orders. 

Searching Orders 

Orders are separated by status in the order history page. You can filter them by date. 

You can use the search bar by order reference number, item reference number, customer name, customer email. 

• Order Reference number: 10 digit order ID (ex: 4735333506)
• Item reference number: 10 digit order ID followed by the 6 digit item number (ex: 4735333506-775347)
• Date: Date the purchase was made or attempted 
• Status: There are 4 different statuses: 
  • Awaiting fulfillment: This is a pending state. It indicates we have received the payment, but the gift card  has not been fulfilled with Tillo’s & brand’s processor. 

  • The "Awaiting Fulfilment" status is more relevant for buyers with a high volume. It is a live staus that shows that orders status

  • Failed: When the order has failed fulfilment. StoreFront has a number of retries, once these are exhausted and the gift card has not been fulfilled, the status will be logged as failed for StoreFront. These items need manual intervention to retry or refund.
  • Completed: Item has been fulfilled successfully
  • Cancelled: When the item has been cancelled
• Customer name: Purchasers Name
• Items: Number of items in the order
• Payment: Method of payment 
  • Card: Customer paid using a card 
  • Bank: Customer paid using a bank account 
• Order total: Total the customer paid 

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Taking Action (Refunds, Resends & Activity Log)

There are 3 actions that you can take when viewing an order: 

1. Cancel Items
2. Resending Emails
3. Auditing the Timeline/Activity Log

🗑️ Canceling Items

From the Order Details page, next to the listed items, there is an option to cancel then refund the item. Items must first be cancelled before they can be refunded. Cancellations and refunds are performed at the item level.

Cancel Item Instructions:
If the card is eligible for cancelation, use "Cancel Item" button to cancel the transaction.
Click cancel item and confirm.
Next,  you will be prompted to initiate a refund to the customer. (you can come back to this later, if you wish to cancel and not refund the customer).
You will be prompted to indicate a reason for the cancelation:  Failed order: when an order has not been issued due to issues with our API  Redemption issues: when an order has been issued but there has been an issue with redeemed the gift card (e.g. brand has become unavailable) No longer required by end-user Requested to cancel by Buyer: when the Buyer wants us to cancel an order due to end-user violating their policy. Suspected fraud: when an order has been flagged as fraud by the payment provider.
After you click submit, you will return to the order details page and the item will show as cancelled and the cancel button will no longer appear

📧 Updating Emails 

Emails can be resent for specific items in the order, or for all items.

📌 Updating the email does not automatically resend the emails to the customer. You will need to manually hit one of the following resend email buttons. 

Right now you are unable to resend gift orders. If you would like a gift email resent with a custom email you have to email servicedesk@tillo.io. 

Resending Emails Instructions
Resending individual items:  Use the "Resend Email" button listed under the specific item.
Resending all emails:  Use the "Resend all emails" button listed under the customer information.

🔎Auditing the Timeline

On every Order details page, you will find a Timeline tab that will give you details around the event history of that order.

The timeline logs will show from orders made after 20th November. Orders made prior to this date will not show anything.

What does this mean?

• Entity: Indicates the main item impacted in the event- either the full order or a specific item.
• Actor: What user has performed the action.  You will see the full name of a user, or When StoreFront has performed the action as part of processing the order, you will see StoreFront system. 

• Message: Indicates what happened and the outcome of it. You can find logs regarding the following, and how to read it. Actions you will see are: 

  Order & Item Fulfillment
  Manual retry	[Actor name] retried this item
  Gift card ordered	[Actor name] attempted to order the gift card [item id]
  Gift card sync	[Actor name] tried to retrieve item [item id] returned status status can be: 'success', 'sale not yet pending', 'sale still pending', 'sale still processing', or 'uncategorised failure'
  Email Fulfilment
  Attempted to send email	[Actor name] attempted to send [email type] email to [email address]
  Email delivered successfully	[email address] successfully received [email type] email from [actor name]
  Email failed to deliver	Failed to deliver [email type] email to [email address] from [actor name]
  Resend	[Actor name] resent [email type] email.
  	See email types below:  Order level email 'Order Confirmed'; 'Order Partially Refunded'; 'Order Refunded'; Item level email 'Gift card cancelled'; ‘Gift card fulfillment completed' For gifting to someone else 'Gift Delivered'; ’Gift Delivery Failed';'Gift Recipient';Gift Scheduled' Order reviews for fraud 'Fraudulent Order Cancelled'; 'Fraud Verification';
  Cancel and refund
  Cancel	[Actor name] cancelled this item
  Refund	[Actor name] refunded this item
  Viewing History
  Viewed audit record	[Actor name] viewed audit records for order [order id]