Read an order page

The order page tells you everything about one order: where it stands, who bought what, what was paid, where the parcel is, and who on your team did what. This article walks through it from top to bottom.

To open an order, select its row in your orders list (opens in a new tab) and then Open full order in the preview, or select its next step button when that opens a tab.

The Overview, Operations and Fulfilment tabs

At the top of the page are Back to orders, the order number and, when you came from the list, the arrows to the previous and next order. Under them, three tabs divide the order:

The three order tabs: Overview, Operations and Fulfilment — Overview to read, Operations and Fulfilment to act.

Tab	What you do there
Overview	Read the order: everything in this article. It opens first.
Operations	Change the order: move its status, cancel it, keep an internal note, edit the customer's details and tags, refund, record cash, handle returns. See Confirm a new order and start preparing it.
Fulfilment	Send it: create and update the shipment, print the packing slip, download the invoice. See Ship an order with a tracking number.

The order page of a new order on the Overview tab: the order number, the four status boxes, the Confirm button, the progress bar and the customer's addresses — The Overview tab of a new order.

Below the header, the sections fold open and closed: select a section's title, or the arrow at its end. Customer and Shipments open by themselves; Order notes, Line items, Order total & payments, Fulfilment timeline and Activity timeline start folded.

The whole Overview of an order awaiting confirmation: the header, the Created, Product count and Total boxes, the open Customer section, folded sections for notes, items, totals and activity, and No shipments yet — A new order from top to bottom, with most sections folded.

The first card answers "where is this order, and what do I do now?"

Order detail — the order number, with a copy button beside it, and under it the customer's name, email and phone. Select the email or the phone to copy it; "Copied." confirms.
Chips — when something needs you, a red chip under the name says what: Delivery failed, Awaiting collection, High value and so on. Here, and in the order preview, every chip is red; only the orders list on a narrow screen, such as a phone or tablet, colours them by how serious they are. See Why does an order need attention?
Four status boxes — Order stage, Payment, Fulfilment and Shipment, with one line under them that explains the stage. See How order stages work.
Next step — one button for the most useful thing to do now, such as Confirm or Update. Some act at once; others open the tab where you finish the job, with a line under the button that explains it.
Progress bar — Ordered, Confirmed, Preparing, Ready, Shipped and Delivered, with a tick on each step done. An extra marker at the end names a detour, such as Returned to sender.

Under the card, three boxes show when the order was Created, its Product count — the number of different items, not the quantity — and its Total. A cancelled order has a fourth box, Cancelled, with the date.

The whole Overview of a delivered order: Delivered and COD collected in the status boxes, the Complete button, every step but the last ticked, and a delivered Rawabi Express shipment — A delivered order: one step left, Complete.

Customer and addresses: copy them, see their other orders

The Customer section shows two cards side by side.

The Customer section: the shipping address with the customer's name, email and phone, each with a copy button, the street lines and View order history; beside it the billing address card — Where the parcel goes, and who to call.

Shipping address is where the parcel goes:

the customer's name;
their email — select it to write to them from your email app, or the copy button beside it to copy it;
their phone — select it to call from a phone, or the copy button beside it to copy it;
the address lines, city, region, postal code and country.

View order history opens your orders list showing only this customer's orders. A guest who left no email has no such link; search the orders list for their phone instead. See Search, filter and export orders.

Billing address shows a separate billing name and address when the customer gave one, and otherwise "The customer did not add a billing address."

To correct the customer's details before you start preparing the order, use Edit customer and address on the Operations tab. See Edit an order's address, notes or tags.

Order notes

Order notes appears only when the order has a note to show:

Internal note — your team's note on the order, such as "Call before confirming — she often adds a hijab." The customer never sees it; it also prints on the packing slip.
Cancellation reason — on a cancelled order, the reason given when it was cancelled. See the cancelled order page.

The Order notes section showing the internal note Call before confirming — she often adds a hijab. — Your team's note, at a glance on the Overview.

You write and change the internal note on the Operations tab, under Internal order note. See Edit an order's address, notes or tags.

Line items

Line items lists each product in the order, one line per product and variant:

the product's photo and name, in your console's language when the product has it;
SKU — the stock code of the exact variant;
the variant, such as Dove grey or White / L;
the quantity times the unit price, such as 1 x JOD 58.000, and the line total under it;
Discount, when a discount took money off this line.

The prices are the ones the customer paid at checkout. Changing a product's price later does not change the order.

Order total and payments

Order total & payments has two parts.

The Order total & payments section: Subtotal JOD 110.000, Shipping JOD 0.000, Tax JOD 15.172, Total JOD 110.000; and a Cash on delivery payment, COD collected, with its transaction reference, payment note and captured amount — What the order cost, and how the money came in.

Order total lists Subtotal, Shipping, Tax, Discount when there is one, and Total. When your prices include tax, as Layal Boutique's do, the Tax line is the tax inside the subtotal and is not added on top — which is why a subtotal of JOD 110.000 with JOD 15.172 of tax still totals JOD 110.000.

When a gift card or loyalty points paid part of the order, more lines follow the total, the way a receipt reads. Gift card shows the amount the card paid, and Loyalty points the number of points and what they were worth. The last line is what was left for the payment method: Amount to collect on a cash on delivery order, which is the figure the driver collects, or Payment amount otherwise. These lines show only when a gift card or points paid part of the order.

The Order total & payments section of an order part-paid with a gift card: Total JOD 98.500, Gift card −JOD 50.000 and Amount to collect JOD 48.500, beside a cash on delivery payment marked COD collected for JOD 48.500 — The gift card paid 50.000, so the driver collected only the 48.500 left.

Payments shows each payment on the order:

Item	What it shows
Name	How the customer paid: Cash on delivery, HyperPay or Bank transfer.
Status chip	Such as Paid, Awaiting collection, COD collected, Refunded or Failed.
Amount	The amount of the payment.
Transaction	The reference from the payment provider, or the reference you typed when you recorded the cash.
Payment note	Your note on the payment, such as who collected the cash.
Captured amount	The amount actually received.
Refunded	The amount refunded and when, after a refund.
Refund reason	The reason given for a refund.
Payment error / Failure reason	What the payment provider said went wrong.

"No payments yet." means no payment was recorded on the order. To refund or record cash, use the Operations tab: see Refund an order in full or in part and Record cash collected on delivery.

Shipments and the fulfilment timeline

Shipments lists each parcel sent for the order. "No shipments yet." means none has been created.

The Shipments section: a Rawabi Express tracking number with a copy button, the Tracking link, the estimated delivery date and a Delivered chip; under it the Fulfilment timeline from Label created to Delivered — The parcel, its tracking, and every step it took.

For each shipment you see the delivery provider and tracking number, with a copy button; Tracking, which opens the provider's tracking page in a new tab; the Estimated delivery date; and the shipment's status.

Fulfilment timeline under it, once a shipment exists, lists every update of the parcel, newest first: the status, the description, the place and the time — for example Out for delivery, "Out for delivery. The driver will call before arriving.", Amman.

To create or update a shipment, use the Fulfilment tab. See Update a shipment's status.

The activity timeline: who did what

Activity timeline is the order's full history, newest first. Each line has a title, a time and, when it helps, a description and the email of the team member who did it.

The Activity timeline, newest first: Order delivered and Shipment delivered at the top, staff status changes with the team member's email, the shipment's updates, Order confirmed by hala@layal.example, and Order created with COD awaiting collection at the bottom — Every change to the order, and who made it.

You will find:

Order created, and the payment opening: Awaiting payment or COD awaiting collection;
every status change, such as Order confirmed or Status changed by staff, with the team member's email and the status note they wrote;
payment events: Payment captured, Manual payment marked paid, Payment refunded;
shipment events, from Shipment created to Shipment delivered;
returns, from Return requested to Return completed;
changes your team made: Internal note changed, Customer details changed, Order cancelled by staff;
emails to the customer: Customer email sent, or Customer email failed with the reason.

The whole Overview with every section open: customer, line items, totals and payments, shipments, the fulfilment timeline and the activity timeline — Every section open: the full story of one order.

If the timeline says "Could not load order activity.", reload the page. To see which emails the customer gets, see Emails your customers get about orders.

Move to the previous or next order

When you open an order from your orders list, two arrows sit beside the order number: Previous order and Next order. They step through the orders on the list page you came from, in the same order, so you can work through a view one order at a time.

You can also use the keyboard while you are not typing in a field:

Key	Does
← or ↑	Previous order (in Arabic, → or ↑)
→ or ↓	Next order (in Arabic, ← or ↓)
Esc	Back to the orders list

The arrows show only for an order that was on the list page you came from, so an order opened from a link or a notification may have none. They also stop 30 minutes after you left the list; open the list again to start a new run.

Next, confirm a new order and start preparing it, or edit an order's address, notes or tags.