Orders
Every step from a new order to a completed one: confirm, prepare, ship, collect the cash, cancel, refund and handle returns.
17 articles
- How order stages workFrom a new order to completed: what each stage means, how orders paid by card and by cash on delivery differ, and the next step the console suggests.
- Work through your orders listThe views that sort your work and their counts, “More views”, acting on an order from its row and previewing it without leaving the list.
- Search, filter and export ordersFind any order by number, customer, phone or tracking number, sort the list, narrow it with advanced filters, save a filter and export the results.
- Why does an order need attention?What puts an order in the “Needs attention” view — a failed payment, late fulfilment, a failed delivery, a return request — and what to do about each.
- Read an order pageEverything on one order: its stage and next step, the customer and addresses, items, total and payments, shipments and the activity timeline.
- Confirm a new order and start preparing itAccept a new order and move it to preparing: with the Confirm and Prepare buttons, from Manage order with a note for your team, or from the list.
- Update several orders at onceSelect orders, review which ones the change applies to, and confirm, prepare or cancel them together — the rest are skipped with a reason.
Available on the Starter plan and up - Print packing slips and download invoicesPrint the slip your team packs from, for one order or several at once, download an order’s invoice, and see why some orders cannot print yet.
- Ship an order with a tracking numberCreate a shipment on the Fulfilment tab: choose the delivery provider, add the tracking number and link, the expected delivery date and a note.
- Update a shipment’s statusRecord what happened to a parcel, mark it delivered, follow up a failed delivery or a parcel returned to sender, and replace a cancelled label.
- Record cash collected on deliveryOnce the delivery provider hands over the cash, record it with a reference and a note so the order counts as paid, and find every order still to collect.
- Cancel an orderCancel an order with a reason, and what happens to its stock, discount code uses, gift card balance and the customer’s email.
- Refund an order in full or in partRefund an amount or chosen items, see how the refund splits and whether stock comes back, and what is left on a partly refunded order.
- How do I refund a cash on delivery order?Why a COD order has nothing to refund until the cash is recorded, and how to settle with your customer before and after collection.
- Handle a returnApprove or reject a return your customer asked for, mark the items received, refund and complete it — or create a return yourself.
Available on the Starter plan and up - Edit an order’s address, notes or tagsCorrect the customer’s details and address before the order ships, keep an internal note for your team, and tag orders such as VIP or Rush.
- Emails your customers get about ordersThe emails we send your customers as an order moves, in your store’s language, and the ones that come to you.
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