Managing Orders

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When your customer places an order, all its details are recorded in your store Control Panel → My Sales → Orders. This article is about how to manage orders in your store.

In this article:

Understanding order statuses

Every order has two statuses — payment and fulfillment ones. The payment status shows the state of the order from the point of view of payment, the fulfillment status shows the stage of processing.

Payment statuses

Awaiting Payment indicates that the order was placed successfully, but you haven't received money for it yet. It usually means one of two things:

  • your customer selected an offline payment and now you need to contact them to arrange the payment.
  • They selected an online payment option, but something went not as smooth as supposed. In this case you can contact the third-party payment provider who processed the transaction or our support team.

Paid indicates that you have fully charged the customer for their order. All the successful orders that are placed using payment gateways (like Square, PayPal, WePay, Stripe, etc) get this status once a transaction is complete.

Cancelled indicates that a gateway could not authorize or charge the customer's credit card or you have cancelled the order.

Refunded and Partially Refunded indicate that the payment for the order or part of it has been credited back to the buyer.

It is not enough to change the order status. To refund an order you should transfer the appropriate amount to the customer from your payment provider or bank.

Fulfillment statuses

Awaiting Processing is the default fulfillment status for all new orders. It means that you have not yet started working with the order.

Processing use this status when you started working on the order, but have not fulfilled it yet.

Ready for Pickup use the status for orders that are for the customers to pick up.

Read more about in-store pickup.

Shipped use this status when you have shipped the order.

Delivered. Assign this status to orders that have been delivered. You can see this via tracking your packages or your customers can let you know that they received their order.

Will not deliver is for orders that you will not ship. You can use this for orders that have Cancelled or Refunded payment statuses.

Returned is for orders that your customers returned for some reason.

Abandoned carts: bring your customers back

According to the Baymard Institute research, about 70% of online customers who add products to cart, leave without buying anything. You can avoid losing this profit by using the Abandoned cart recovery feature. It allows to return every third customer who did not finish the ordering process and so grow your profit.

Editing orders

Sometimes you need to change the information in the orders that were placed.

There are it is possible with the help of the Order Editor feature. You can:

  • add and delete items in your orders;
  • change the product details: SKU, name, quantity and price;
  • edit the customer’s address, name, and email;
  • add and delete discounts;
  • change the taxes and shipping costs.

Creating orders

If you sell both online and offline, for example, you accept orders via phone or email, you can record these orders in your store control panel and keep track of them. It is useful for accounting purposes – you have full orders history.

Learn more about how to create orders in your store Control Panel.

Printing orders

If you need to print out your orders, you can do that from your store Control Panel → My Sales → Orders.

You can print each sale individually by clicking Print Invoice next to the order:

Printing your orders

Otherwise you can print the orders in batch by checking them and clicking Mass Update → Print Selected:

Printing several orders

You may also use special apps for editing and printing invoices, packing slips, sales receipts and shipping labels: Useful apps

Sales reports

There are several ways to get sales reports based on the orders in your store: Google Analytics, exporting data in a CSV file, using apps from App Market and various custom solutions.

Exporting orders

Sometimes you need to export the information about your orders in a spreadsheet for creating a sales report, analyzing your orders or just for sending the list to your employees.

You can export the orders from your store:

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

img src="/hc/article_attachments/360012132294/image1.png" alt="Exporting orders" width="900" />

  1. If you want to export all of your orders, click Export All.
  2. If you want to export just some of them, tick the ones you need and click Export Selected.
  3. You will see the popup with the export settings.
  4. Select the delimiter (what is it?):

Select the delimiter for your CSV file

  1. Select the columns you want to see in the file with your orders. By default, all the columns are selected.
  2. Click Download CSV file.
  3. Open the downloaded file with a spreadsheet editor for further use. We recommend OpenOffice, it is free and does not corrupt CSV files.

Changing order numbering

By default, the IDs of your orders are numbers starting from one.
You can change what the Order IDs in your store by adding some letters to them or by making them higher.

If you do not want to show that you have a brand new store with no order history, you can have the order IDs start from 1000. For the customers it will look like you have processed lots of orders, so your store is reliable.

To change the Order IDs in your store:

  1. Go to your store Control Panel → Settings → General → Cart & Checkout.
  2. Scroll down to Order ID.
  3. Click Change:

Changing order IDs

  1. Change the number to any you want. This will be the number of your next order:

Set the number for your next order

You can only increase the ID number from your store Control Panel. If you want to make the number smaller or set it to zero, contact our support team.
  1. In some cases you might want to add a prefix or suffix to your IDs. These parts stay the same for all of your orders, you can use them to add some information about the orders right in their IDs. For example, they can look like MyStore1-1006-2018. Where “MyStore1 and 2018 are prefix and suffix:

Set the prefix and suffix for your order IDs