Managing orders

Each order has a payment and fulfillment status. Purchase statuses can guide you in deciding what actions need to be taken for a particular order, such as whether the order needs to be shipped or refunded.

You can adjust order statuses at any time. When you update an order status, your client will automatically receive an email notification with updated order status information.

In your store, the following order statuses are used:

Payment statuses

Paid – payment is received and the inventory has been reduced (if inventory control is set up).

Awaiting payment – no payment initiated. Either your client selected an offline payment method and you need to contact them to arrange payment, or your client’s online payment was not processed.

Cancelled – indicates the payment gateway could not authorize or charge the client's credit card, or that you have cancelled the order. Inventory levels will automatically increase (if inventory control is set up).

Refunded – full payment has been transferred back to the client.

Partially Refunded – partial payment has been transferred back to the client.

Fulfillment statuses

All physical product orders require processing. Purchases for digital products or gift cards are fulfilled automatically. When a client orders a digital product/gift card, they will receive a link to download the file or a gift card code by email. For these products, the fulfillment status will be set to Delivered.

Awaiting Processing – default fulfillment status for all new orders, indicating that the order is awaiting fulfillment.

Processing – the order is in the process (picking and packing) of fulfillment but is not yet fulfilled.

Ready for Pickup – the order is ready for a client to pick up from your physical store location or your pickup point.

Shipped – the order has been shipped (often confirmed with a tracking number).

Delivered – you or the shipping provider has delivered the order to the client.

Delivery Cancelled – reserved for orders that you will not ship. You can use this designation for orders that have Cancelled or Refunded payment statuses.

Returned – orders that the client has returned.

Searching and filtering orders

By default, your list of orders is sorted from newest to oldest. If you have a considerable number of orders, you can utilize the search bar above the order list to locate an order by client name, email, address, order number, product title, SKU, or even order annotations.

You can also refine your orders by:

• Date
• Payment status
• Fulfillment status
• Payment method
• Fulfillment method
• Products
• Pickup or delivery date and time
• If the order contains pre-orders

For example, if you need to contact clients to settle their payment before shipping their order, you'll need to refine a list of orders that haven't been paid yet and need to be shipped. In this scenario, you can utilize a preset filter Not paid. Needs to be shipped:

You can apply multiple refinements simultaneously to narrow your search. For instance, if you wish to see orders that have not yet been paid for and were placed by a specific client, you can enter the client's name in the search bar and select Awaiting Payment from the Payment Status dropdown:

You can save refined combinations to expedite future searches. The orders that appear in saved refinements are updated automatically.

Including administrative order notes

Store administrators can append internal notes to orders. These notes can be utilized for special instructions such as preferred delivery date and time. Order annotations can also include comments that may aid in refining processes for your business such as client feedback or the rationale for a refunded or canceled order.

The admin notes are accessible only to staff members, so your clients cannot view them. Later, you can search for orders by these notes to expedite order processing.

Modifying order and client details

After an order is placed, you can modify any order specifics. This can be highly beneficial if, for instance, a client has made an error when entering their email address during checkout or a client wants to modify or add an item.

You can revise an order to:

• add and remove items;
• alter the product particulars (SKU, name, quantity, and price);
• edit the client’s address, name, and email;
• add and remove discounts;
• alter the taxes and shipping costs.

Personalizing order ID format

When a client places an order in your online store, that order is assigned a unique ID that is specific to that order and is never reassigned within the store. Order ID is a combination of five random symbols (e.g. XK45J) that aids merchants and clients in distinguishing one order from another. It is displayed on invoices, in email notifications, and in the list of orders in your store admin.

You can personalize order IDs with a custom prefix and/or suffix consisting of letters, numbers, dashes, etc., for your reporting needs or any other purposes. For instance, if you operate multiple online stores, you can append your store name (JJONES-) as a prefix to quickly identify in your reports where the order was placed. Alternatively, you can append the current month or year (-2023) as a suffix to determine when an order was placed just by inspecting the order ID.

To customize your order ID format:

1. From your store admin dashboard, navigate to Settings → General → Cart & Checkout.
2. Scroll down to Order ID, and click Edit Order ID format.
3. Enter a prefix or a suffix (or both) that you want to appear in your order IDs and check the preview on the right. Example:
   

   

4. Click Save.

These adjustments will apply to all of your orders placed after the change; the IDs of previous orders placed before this modification will remain unchanged.

Activating push notifications

You have the option to enable push notifications through the mobile app, allowing you to receive an alert on your phone whenever an order is placed in your store.

To enable push notifications on iOS app:

1. From the mobile app, tap Shop, and then tap Settings.
2. Under App settings, tap Notifications.
3. Under New Order, tap the Toggle button to activate this option.
4. Ensure that notifications are enabled for the app in the main settings of your device.

To enable push notifications on Android app:

1. From the mobile app, tap Shop.
2. Scroll down and tap App Settings, then tap Notifications.
3. Under New Order, tap the Toggle button to activate this option.
4. Ensure that notifications are enabled for the app in the main settings of your device.

Printing orders

You may wish to produce a hard copy of an order for your personal records or to include in the shipment for the customer’s order.

To print an order:

1. From your store admin panel, navigate to My Sales → Orders.
2. Select the order you wish to print.
3. Click Print Order.

4. In the print options window, select your printer and settings and click Print.

To print multiple orders at once:

1. From your store admin panel, navigate to My Sales → Orders.
2. Select the orders you want to print.
3. Click Mass Update → Print Selected:

Exporting orders

To generate a sales report, analyze your orders, or simply send a list of orders to your staff, you can export order information to a spreadsheet in just a few steps:

1. From your store admin panel, navigate to My Sales → Orders.
2. Scroll to the bottom of the page and locate the Export Orders section:

3. If you want to export all of your orders, click Export All.
4. To export specific orders only, select the ones you need and click Export Selected.
5. You will see a popup with the export settings.
6. Select the delimiter:

7. Select the columns you want to export. By default, all the columns are selected.

   To export all product options and their values into one dedicated column, choose "Item options" in the dialog. To export each product option into a separate column, choose "Item options (split into columns)".
8. Click Download CSV file.
9. Open the downloaded file with a spreadsheet editor for further use.

Removing orders

Apart from canceling and refunding orders, you have the option to remove them from your store permanently. Test orders may be deleted, but retaining all customer orders is advisable for tax purposes.

If a customer mistakenly made an order on your site, it's preferable to cancel the order and ensure they receive a correct refund through your payment provider.

To remove an order from your store via desktop:

1. From your store admin panel, navigate to My Sales → Orders.
2. Select the orders you wish to remove.
3. Click Mass Update (this button will only appear after you select at least one order) and then click Delete Selected:

4. In the pop-up, confirm the deletion of the order by clicking Delete.

To remove an order from your store via iOS app:

1. Open your mobile app and navigate to Orders.
2. Tap on the order you wish to remove.
3. In the upper right corner, tap Edit.
4. Scroll down and tap Delete Order.
5. In the pop-up, confirm the deletion of the order by tapping Delete.

To remove an order from your store via Android app:

1. Open your mobile app and navigate to Orders.
2. Tap on the order you wish to remove.
3. In the upper right corner, tap on the pencil icon.
4. Scroll down and tap Delete Order.
5. In the pop-up, confirm the deletion of the order by tapping Delete.

IMPORTANT:
Selected orders will be permanently removed from your store admin, and their numbers will not be reused. For example, if order #3 is deleted, your store admin will display orders numbered 1, 2, 4, 5, etc. Learn more about order numbering in your store.