Managing Orders

Orders are created when a customer completes the checkout process, and they are visible to users with Admin and Manager roles only. Each order is given a unique Order ID.

Order Statuses

Every order has a Status. Order statuses let you know how far along the order is, starting with “Pending payment” and ending with “Completed.” The following order statuses are used:

Pending payment — Order received, no payment initiated. Awaiting payment (unpaid).
Failed — Payment failed or was declined (unpaid) or requires authentication (SCA). Note that this status may not show immediately and instead show as Pending until verified (e.g., PayPal).
Processing — Payment received (paid) and stock has been reduced; order is awaiting fulfillment. All product orders require processing, except those that only contain products which are both Virtual and Downloadable.
Completed — Order fulfilled and complete – requires no further action.
On hold — Awaiting payment – stock is reduced, but you need to confirm payment.
Canceled — Canceled by an admin or the customer – stock is increased, no further action required.
Refunded — Refunded by an admin – no further action required.
Delete – The order has been deleted and moved to the trash. It will no longer show in your order overview.

Viewing and managing multiple orders

Orders Overview

When your store starts taking orders, the Orders management page begins to fill up. Go to Orders at the left in the top menu bar.

Each row displays several details. In order from left to right:

Order number
Name, City and State
Date, Time, and Payment method
Images or Icons showing product(s) ordered
Total order price

Filter order by order status

At the top of the Order Management screen, below the top menu bar, there is a filter menu. You will always see “All Orders” and “Search.” Any other order statuses that apply to your orders will also be displayed in the menu. If they are not in the menu, then you have no orders with that status.

Searching and finding orders

Orders can be found using the search box at the top right of the order list. Enter an order number, customer name, or other information shown in the order list such as address. Click Search orders or tap return on your keyboard and search results will show a list of matching orders.

Previewing orders

Clicking in the row for a particular customer order, will bring up the order summary screen where you can find the following information:

Products purchased, quantity and total for each
Shipping costs
Billing name and address
Telephone number
Shipping name and address

You also have a few other options on the right side of the screen:

Quickly change the status in the status menu
View order details
View customer
Email to customer

Order statuses in the order summary

Order Statuses are color-coded and descriptive.

Pending payment – Red
Processing – Blue
On hold – Yellow
Completed – Green
Cancelled – Light gray
Refunded – Beige
Failed – Dark gray
Delete – Black

Viewing and editing order details

To make changes to an order, click on the “View order details” link on the order summary page. On this page you can view and edit:

Date and time created
Customer Billing and shipping information – You have the option of copying the billing information into the shipping information, by selecting “Load billing address” in the shipping editing window.

There are also links to view the customer’s profile and view other orders

Viewing order items

The next panel on the order page is the Order Items panel. This contains the product items, the shipping details, and the order summary.

Each product item row lists:

Product image
Product name
Single product Cost
Total (Cost x Quantity, with discounts taken into consideration)

Below that, the shipping details are displayed. This includes:

Shipping Details
Boxed items
Total cost

The last section contains an overview of the order costs. This section will change if an order is refunded. By default, it will include:

Items subtotal — cost excluding tax
Coupon(s) — amount deducted based on the use of coupons; the coupons used are displayed left in this section
Shipping — the shipping cost for the order
Taxes — the amount of taxes for the whole order; this will be replaced by the tax code applied to the order
Order total — the total of the above costs

Editing or adding order items

Apart from refunding, order items can not be edited, unless the order status is “Pending payment”, or “On hold.”

To make changes to any products items, Select the pencil icon next to a product line to edit.

The following product items can be edited:

Add Meta — Add and remove meta to change product variable options.
Quantity — Number of items the customer is purchasing.
Total — Line price and line tax before pre-tax discounts.
Tax — Tax cost. For example, if a customer is tax-exempt you may want to remove the taxes.

At the bottom of the window you can:

Add item(s) — this will show you six new options:

Add product(s) — Add additional products to the order.
Add fee — Add an additional fee, such as gift wrapping. Putting a + in front of the fee will add it, while a – will subtract it, in the case of a discount.
Add shipping — Add a shipping cost. When you’ve done this, select the pencil icon to update the name, the method, the cost, and the tax.
Add tax — Add an additional tax code to every section in the order.
Cancel — Cancel if you do not want to make any changes.
Save — Save once the changes are made.

Once you have saved the changes, you will see the following options:

Add Item(s) – to add any additional item(s)
Recalculate to make sure all the changes are reflected in the order totals.
Apply coupon — If your customer forgot to add the coupon could or you want to reward the customer before they pay, selecting this option will show a modal that allows you to apply a coupon code.
Refund — to refund the customer. For more information about Manual and Automatic Refunds, see Web Store Refunds.

Order Notes

The Order Notes panel displays notes attached to the order and can be used for storing event details, such as payment results or reducing stock levels, or adding notes to the order for customers to view. Some payment gateways also add notes for debugging.

The following note types are possible:
  • Purple: System status notices, such as payment gateway details.
  • Grey: General status updates, such as status changes or private notes. Customers do not see these notes but may receive notification of them, e.g., when the status changes from processing to completed, an email may be sent (depending on your settings).
  • Blue: Notes to the customer. Customers receive notes via email but can view them by viewing an order, or using the Web Store order tracking page.

Notes can be a powerful tool for communicating with customers or other store managers. Need to add a tracking number for shipping? Is stock delayed? Add a customer note, and they are automatically notified.

To add a note

Use the text area at the bottom of the note panel to add the content of the note.
Select Private note or Note to customer in the dropdown.
Select Add.

Manually adding an order

    1. To open a new order entry screen, click Orders from the top menu and then click on New Order in the top right of the screen.
    2. Input customer details, and click add item(s) to add products, apply coupons, apply fees and calculate totals. These are the same as the Editing or Adding Order Items.
    3. Set a status for the new order, e.g., If it needs to be paid, use “Pending payment.”
    4. Save.


Use the Order Actions dropdown to Email order details to the customer with payment instructions.

Paying for an order

Orders that are “Pending payment” can be paid for through the payment link. You can find this link on the order overview:

If the customer is a Guest, anyone with the right link will be able to view the payment page and pay for the order.

If the customer is registered on your site, only that customer will be able to see the payment link once they are logged in.

The customer can also find the order in: My Account > Orders.

If the customer is assigned to the order, they will be asked to log in before paying.

Deleting an order

If you change the status of an order to Delete, the order will be removed from the “All Orders” overview and will be moved to Trash. You can find the order by clicking on the Trash button at the top of the screen, or you can search on criteria like name or order ID.

Deleted items will stay in the Trash forever, unless you delete them.

Restoring and deleting forever

If you click on the deleted order, with will bring up the order overview. On the right side of the screen, you have the option to Restore order, which will remove it from Trash and place it back into your orders overview. You also have the option to delete the order forever.

If you click Delete forever, there is no further warning before the order is permanently deleted. You will not be able to recover the order.