Managing Orders

From the Orders page, you can see an overview of all your customers’ orders in your store. Each order row displays useful details, such as the unique order number, order status, customer name and email, date of purchase, payment and shipping method, purchased items, and purchase total.

On this page you can process your orders: update order statuses, review each order’s details, search for orders, filter them by different categories, update orders and customer information, add a tracking number for shipping, etc.

Payment Statuses

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

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

Canceled – indicates the payment gateway could not authorize or charge the customer's credit card, or that you have canceled the order. Stock levels will automatically increase (if stock control is set up).

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

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

Fulfillment Statuses

All physical product orders require processing. Orders for digital products or gift cards are fulfilled automatically. When a customer purchases 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.

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

Out For Delivery– you or your delivery staff are in the process of delivering the order to the customer. This order status is available if you have set up a local delivery in your store.

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

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

Will Not Deliver – 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 customer has returned.

Searching and Filtering Orders

By default, your Order List is organized from newest to oldest. If you have a large number of orders, then you can use the search bar above the Order List to find an order by customer name, email, address, order number, product title, SKU, or even order notes.

You can also filter your orders by:

  • Date
  • Payment status
  • Fulfillment status
  • Payment method
  • Fulfillment method
  • Products

For instance, if you want to reach out to customers to settle their payment before shipping their order, then you will need to filter for a list of orders that haven't been paid yet and need to be shipped. In this case, you can use a preset filter Not paid. Needs to be shipped:

You can apply multiple filters at once to narrow your search. For example, if you want to see orders that have not yet been paid for and were placed by a particular customer, you can enter the customer's name in the search bar and select Awaiting Payment from the Payment Status dropdown:

Printing Orders

You might want to print a copy of an order for your own records or to include it in the customer’s order shipment.

To print an order invoice:

  1. Go to My Sales → Orders.
  2. Choose an order you want to print.
  3. Click Print Invoice.

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

You can print invoices for multiple orders in bulk.

Exporting Orders

Note: This feature is not available on every Ecommerce tier plan. If the feature is not available for your plan, you will see the corresponding notification.

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

  1. Go to My Sales → Orders.
  2. Scroll to the bottom of the page and find the Export Orders block:

3. If you want to export all of your orders, click Export All.

4. To export certain 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 (a character that separates data strings):

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

8. Click Download CSV file.

9. Open the downloaded file with a spreadsheet editor for further use.

Deleting Orders

Besidescanceling and refunding orders, you can also delete them from your store permanently. You may want to delete test orders, but keep all customer orders for tax purposes.

If a customer purchased something from your site by mistake, then it’s better to cancel the order and ensure that they're refunded correctly through the payment provider in your merchant account.

To delete an order in your store management:

  1. Go to My Sales → Orders.
  2. Tick the orders that you want to delete.
  3. Click Bulk Update (this button will appear only after you tick at least one order) and Delete selected:

4. In the appeared pop-up, confirm that you want to delete the order by clicking Delete.

Selected orders will be removed from the Order List permanently and their numbers won't be reused. For example, if you delete order number 3, in the Order List you will see order numbers: 1, 2, 4, 5, etc.