Orders

The orders list

Open Orders to see every order with its number, status, customer, total, items, source and date. Filter by order number, customer, status, source, product, tag, tracking number, date or total, and sort by total or order number.

• Export downloads the orders you searched for as an Excel file. It uses credits.
• Print prints one page per order in your current search.

Tip

You and staff who can see orders get a notification in the control panel when a new order arrives. There is no new-order email.

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Order statuses

An order moves forward one step at a time,

1. Pending — the order was placed and waits for you.
2. Confirmed — you accepted it, or the customer paid online.
3. Processing — you are preparing it.
4. Shipped — the parcel is on its way.
5. Delivered — the customer received it.

At any point before delivery you can cancel or refuse an order. Delivered, cancelled and refused are final — an order never moves back, so check before choosing them.

Some moves happen by themselves, a successful online payment confirms a pending order, and a connected carrier moves the order to processing, shipped and delivered as the parcel travels.

Note

Cancelling or refusing an order that has not shipped puts its units back in stock and gives the coupon use back.

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Change an order’s status

1. Open the order and go to its Status tab.
2. Choose the New Status. It must be the next step in sequence — the store refuses a jump, such as from Pending straight to Shipped.
3. Add a Note to Customer if you want to explain the change, then press Update Status.

If the order has an email address and Order status updates is switched on under Settings → Notifications, the customer is emailed the new status and your note. Each email uses credits.

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The order page

• Items — the products, subtotal, shipping and total, and the shipping rate that was applied.
• Customer — name, phone, email, delivery address and notes, with a link to the customer’s profile.
• Payments — every payment with its gateway and status, and the Refund button.
• Status — the current status, the status form and the order’s shipments.
• History — every status change, who made it and the note.
• Internal Notes — notes for your team. Customers never see them.

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Add an order by hand

For orders that come in by phone, WhatsApp or social media, use Add Order on the Orders page. Choose the products and quantities, enter the customer’s name, phone and address, and pick where the order came from. Prices come from your catalogue and the delivery fee from your shipping settings, so you never type amounts. The order starts as pending and its stock is taken straight away.

Tip

Enter the customer’s email and they receive an order confirmation with a tracking link.

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How customers follow their order

The thank-you page and the confirmation email carry a tracking link. Customers can also enter their code on your store’s Track order page. It shows the order number, current status, a timeline of status changes, the items and the total — never the phone, email or address. Signed-in customers find all their orders under My orders.

Note

Customers cannot cancel an order themselves. If a customer asks, cancel it from the order’s Status tab.

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Returns

When a customer sends items back, record it as a return. A return can be started for an order that was shipped or delivered.

1. Open the order and, in its Items tab, choose Start a return. Pick the reason and how many of each item is coming back.
2. On the Returns page, approve the return — or refuse it.
3. When the parcel arrives, choose Mark as received and record what each item arrived as. Only items that can be sold again go back into stock.
4. Complete the return.

Caution

A return does not send money back. Refund the customer from the order’s Payments tab — for cash on delivery, return the money yourself.

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Next steps

• Customers — your buyers and their messages
• Shipping — countries, delivery fees and prices by parcel size
• Payments — connect payment gateways and take payments