An order: Storeloom docs

Open an order from Orders to view and manage it.

The arrows at the top right open the order above or below in the list you came from, with its tab, filters, search and sort; from a link elsewhere, they open the newer and older order by date. Nothing you had open or typed on this one goes with you.

Addresses in the seven places disabled by default are refused unless you enable them (see Create an order). Shipping address flags missing streets, house numbers or cities, and postal codes that do not fit the country. Choose Edit to correct them; nothing changes by itself.

Order risk shows Low, Medium or High, with reasons: blocked contact details, past disputes, failed payments, several buyers sharing an internet address in a day, an unusually large first order, or different billing and delivery countries. Returning buyers count in their favour. It is guidance and changes nothing by itself.

To change the customer, choose Edit on Customer, find Another customer, then Use. The order takes their name, email and phone. Remove customer asks first, then removes these details. Neither action changes the customer’s record.

Duplicate creates a draft with the same products, customer and address, at today’s prices.

Items lists what was bought, with each line’s price and discount as they were when it was ordered. A pre-ordered item says Pre-order · ships from its day, or ships when available, as it was when ordered. An item with a weight shows it beside its SKU (1.5 lb each on a line of several), in your store’s weight unit (Settings › General), as the order kept it.
Payment shows the subtotal, discounts, shipping, the order’s Total weight under shipping when its items have weights, tax, the cash on delivery fee when there is one, the total, and what was paid or refunded, with Net paid (paid less refunded) once something went back. Items refunded whole are listed under Refunded, and the timeline gives each amount in the order’s currency. The tax is each VAT rate’s own when the order has several (such as 20 % and 9 %), and includes the VAT on the cash on delivery fee. Under reverse charge, the VAT removed is said under the total: the items and shipping already show what the business paid.
Customer, Shipping address, Billing address and Note. The billing address is the one the customer gave at checkout, or Same as shipping address. An order to be picked up shows Pickup instead: the location, as it was when the order was placed, and how soon it is usually ready. Agreed at checkout shows the words of your tick when the customer ticked it (see Checkout).
Checkout record keeps evidence of checkout: when Storeloom received the order, the device’s reported time and time zone, IP address, checkout and browser languages, and browser name (plus its exact identification text). It appears under Agreed at checkout if your box was ticked. Manually created orders and older orders have no record. The customer’s Privacy data copy includes it. When the cart held a product marked age-restricted, it also shows Age: Confirmed they are 18 or older (with your store’s minimum age when the order was placed), and that this is the customer’s own word: no identity was checked (see Customer privacy).
Came from, on orders placed in your store: where the visit that brought it came from, such as Instagram or Google, with the campaign and ad when the link was tagged and the page it landed on (see Attribution).

Copy buttons beside the customer’s name, email and phone copy each value. Shipping address copies the complete address and phone as lines, ready for a courier form or message.

Take payment

An order paid by cash on delivery, bank transfer or one of your own payment methods (Settings › Payments) waits for its money; Payment names your own method as the customer chose it. When it arrives, choose Mark cash received or Mark transfer received (or Mark as paid), and confirm: it records the order as paid, takes money held on a card, and issues its invoice and gift cards, which cannot be undone. An order with a gift card on it issues the card when it is paid, so marking it paid also needs the Issue and change gift cards permission; anyone else is told so and the order keeps waiting.

An order paid online can be marked paid too, when you see the money with the provider: it is confirmed to the customer then, if it was not before. If the provider confirms the payment afterwards, it counts as that money and nothing is sent back, and the alerts bell asks you to check the customer did not also pay another way. An order paid through a payment app lists each payment try under Payment tries (see Payments). For an order paid with another provider, Payment tries shows money the provider took at another amount than the order’s: mark the order paid to count it, or refund the customer in the provider’s dashboard and press I sent it back with the provider.

While an order paid by bank transfer or later waits for its payment, Payment shows when the customer was last reminded. Send payment reminder for … names the amount still to pay and emails them the Payment reminder now, with how to pay. Whenever something is still to pay, Payment shows it as To pay; a cancelled order has none. An order that comes to 0 is paid when placed. To remind every unpaid order some days after it is placed, see Emails › Email settings › Payment reminders.

When the customer of a bank transfer order sent a proof of payment from their order’s page (if you let them, see Bank transfer), a note under the order’s title says when, with the file to download, beside Mark transfer received. Check that the money arrived before you mark it: a proof is what the customer sent, not the money. The timeline shows when it came, and the file stays on the order once it is paid or cancelled.

If your store cancels bank transfer orders that stay unpaid, Payment shows the day after which this one is cancelled. Don’t cancel it automatically keeps it, for example when the customer told you the money is on its way; the timeline records it. Once you send it out or mark it paid, it is no longer cancelled for it. An order cancelled for it shows “Not paid in time” as its reason; money that arrives after that cannot be marked on the order, so send it back from your bank.

An order paid online that you edited so it comes to more waits for the rest, and Send payment reminder shows for it too. Its email has a Pay now button to the order’s page, where Pay now asks for exactly what is left. It does not show while the customer’s payment of the rest is on its way at the provider (a bank debit still clearing, a payment under the provider’s review), nor for an order whose first online payment the customer has not made yet, even when a gift card paid part of it. If that payment of the rest fails or runs out, the order keeps waiting for the rest: it is never cancelled by itself.

If an online payment fails after the customer finished paying, such as a bank debit that bounces or a payment the provider declines after its review, the customer gets the Payment failed email, once for that payment, with a button to the order’s page to pay again (or, when the order was cancelled for its payment, to place it again). A card declined while they are still on the payment page sends nothing: they see it there.

Write to the customer

Contact customer under Customer opens a message to the order’s email: the Subject starts as “About your order” and its number, and you write the Message. Send email sends it in your Contact customer email, with a link to the order; the customer’s reply goes to your store’s email.

Resend order confirmation, beside it, emails the Order confirmation again, as the order stands now, with how to pay (your bank details for a bank transfer), in the language the customer shopped in. It goes to the order’s email unless you type another address, and it can be sent once a minute (see Emails for its words).

Block customer, under it, stops their email, their phone number or both from placing another order at checkout, until you lift it (see Blocked customers). The card then says what is blocked, with Unblock.

Pickup

An order to be picked up has Mark as ready for pickup, which emails the customer the Ready for pickup email with the place and your instructions (Send ready email again sends it once more), and Mark as picked up, which marks everything as fulfilled and emails them a short thank you, the Picked up email. Neither email is sent when it is turned off in Emails or the order has no email.

Change the delivery

Change delivery, on the address, office or locker, offers shipping options reaching the order’s country. The seven countries disabled by default must be enabled explicitly (see Create an order). Options show today’s price in the order’s market when that market and currency still exist. Find an office or locker by city, postcode or name; switching from an office to home delivery requires an address. Tick Email the customer the new delivery to send the Order edited email, then Apply. The original shipping charge stays: use Lower price if needed. Delivery cannot change after shipment or cancellation, while a fulfillment service holds the order (cancel its request first), or for store pickup.

Edit the order

Edit items at the top of an order changes it, before or after payment. Type another quantity, Remove a line (Put back brings it back before you save), search your products and Add one, or add a Custom item: anything that is not a product, with a name, a price, a quantity and, for something you ship, a weight in your store’s weight unit. Untick Item is taxable to leave tax off, and Item is a physical product when there is nothing to ship; a custom item moves no stock. You can also change the Shipping fee, take an Amount off with a Name the customer sees (shown on the order and in the customer’s emails; Order edit when you leave it empty), and give a Reason for the edit that only your team sees. On an order in a market’s currency, a product you add is priced in that currency when you apply the edit, so the form says so and leaves it out of the new total until then.

Each item keeps the price it was sold at, with its tax for the new quantity; the order’s discount codes are worked out again on the new items as checkout works them out, so an amount off the order stays whole and a percentage covers an item you add; a product you add is at today’s price in the order’s market, and at the customer’s personal price when they have one (a company’s order is at the company’s prices), so the new total shown is the one saved. Gift card products are not in the search: a gift card is sold in an order of its own. What has shipped, been refunded or is on a return stays: the line says how many, and it cannot go below that. Lowering a line shows Restock, ticked: untick it if the items are not coming back. Under the items you see the new total and how much more or less the customer pays; the exact total is worked out when you save with Apply in the bar at the top. Tick Email the customer the updated order to send them the Order edited email: each item that changed, the shipping fee and a discount you added, the order as it now stands with its previous total, and what is left to pay with how to pay it.

Correcting the address with Edit on Shipping address works the same way: tick Email the customer the new address to send them the Order edited email with it. Nothing is sent unless you tick, nor for an order without an email.

When a paid order comes to more, it goes back to waiting for payment for the difference. When it comes to less, Refund owed shows, and you refund the difference from Payment. Money refunded after an edit lowered the price is owed again if an edit puts the item back.

An order keeps at least one item: to take them all out, cancel it. A cancelled or refunded order stays as it is, and so do an order the customer is paying for at a payment provider right now, one a fulfilment service has (ask the service to cancel its request first), a subscription’s order and an order without VAT (reverse charge).

Ship it

Items are grouped by who ships them: You ship these, or a fulfilment service you connected. Pre-ordered items are a group of their own, so what is in stock can ship now. A fulfilment service that takes orders at once is asked for pre-ordered items only from their Ships from day, where your store is (or as soon as you switch the pre-order off); one without a day is asked at once. For your own items choose Mark as fulfilled; when the box holds more than one item, What ships now lists them all, ticked: untick an item or lower how many to ship part of the box now, and the rest stays to ship later (no need to Split box first). Add a Carrier, Tracking number and Tracking link if you have them. Carrier suggests the carriers Storeloom knows and your checkout’s couriers as you type, your country’s first, and takes any other name. For most, the tracking link fills itself in from the number (PostNL’s also uses the order’s postcode); where a carrier’s tracking page takes no number in its address, the form says so, and you can paste a link. A box that went out as several parcels can hold up to ten numbers of one carrier: Add another number. You can Add tracking or Edit tracking later. Mark as in progress tells your team someone is packing it, with a badge on the group; choose Not in progress to take it back. It ships nothing and tells the customer nothing. A cash on delivery order can ship before it is paid; a bank transfer order ships once the transfer arrives.

Each shipment says where it is, as its courier reports it through a courier app (such as NextLevel or Sendcloud) or a fulfilment service: In transit, Out for delivery, Awaiting collection (at an office, locker or parcel shop), Delivery attempted, Delivered or Delivery failed, and since when. Tracking history lists everything reported, newest first. For a parcel no courier app or service reports on, choose Mark as delivered once it arrives, and confirm with Mark delivered. When a courier reports something that happened later, its word counts.

Ship in two boxes

Split box moves selected quantities into another parcel. Tick the items, choose quantities with − and + (a typed quantity is a whole number above zero; until it is, Split waits), then Split or Cancel. The list shows what remains in Box 1. Each resulting box has its own tracking, holds and packing status. Customers receive an email per shipment and see each parcel’s contents and tracking on their order page. The order remains Partially fulfilled until all boxes ship.

Split box is offered on a group with at least two items still to ship that you ship yourself, or that a fulfilment service has not taken yet (each box is then sent to the service on its own). At least one item stays in Box 1, and a group on hold is released first. A box can be split again.

Split by mistake? Undo split on Box 2 puts its items back in Box 1, while nothing in either box has shipped and neither is on hold. The timeline shows the split and the undo.

Split items remain one order line. Edits remove quantities from the newest box first and add to the first unshipped box; empty boxes close. Refunds remove items where they remain. Cancellation handles each box’s stock under the rules below.

Lower the price or refund

Lower price reduces what the customer owes, with a reason for your records. On a paid order you can refund the difference at the same time: on an order paid through a payment provider the money goes back through it first, and if the provider refuses, the price stays as it was. Lowering the price of a paid order gives money back, so it needs Refund orders as well as changing orders: a role without it does not see Lower price on an order that holds money paid, and an edit that takes paid items off is refused the same way. On an unpaid order, lowering the price is a change to the order. While a payment is held for the order, choose Take (the held amount) first: a hold is taken in full, so the price cannot be lowered before. Your profit and loss counts the lowered price once. An order it leaves fully paid becomes paid. When no refund goes with it (an unpaid order, or the difference left owed), tick Email the customer the new total and what is left to pay to send the Order edited email with the lower price and its reason. The customer’s order page and emails show the reduction as a Price reduction line, and refunds as Refunded and Net paid.
Refund returns money that was paid: choose Everything besides the delivery fee, Full refund (with the original delivery), Partial (the items you pick) or A custom amount, each with the amount Storeloom worked out beside it (these choices, refunding by item, and starting and processing a return have their own page: see Returns and refunds). Only a role with Refund orders sees it; a role that can only look at orders sees a note at the top of the page saying why the actions are missing. After a partial refund the order shows Partially refunded. The form says where the money goes: back through the payment provider by name (Storeloom sends it, nothing for you to do), to the customer’s store credit when you tick it, back on a gift card, or, for cash on delivery, bank transfer and your own payment methods, recorded for you to send back yourself. For an order paid through a payment app, see Payments when the money cannot go back through the app (also for Lower price).

Print documents

Print asks which documents to print and on what paper, then opens them in a new tab: print them with your browser (Ctrl+P, or ⌘+P on a Mac). The link works for 10 minutes. Your documents are in Settings › Shipping and delivery › Documents.

Put on hold

Put on hold on a part of the order stops it shipping until you are ready, for example while you check an address. Choose a reason (Out of stock, Address needs checking, Possible fraud, Waiting for payment or Other) and, if you like, a note for your team. While it is on hold, the part says so with its reasons, nothing can be marked as fulfilled, and a fulfillment service is not sent it. Add hold gives another reason; Release hold ends them all at once and sends the part to its service if the order is ready. A part a service already has cannot go on hold: cancel it with the service first. Cancelling an order ends its holds.

Cancel a shipment

Recorded a shipment by mistake, or the parcel never left? Cancel shipment beside it takes the shipment back: its items wait to ship again, and the order’s fulfillment and delivery follow. Stock stays as it is, because the items are still the customer’s. A shipment a fulfillment service made is cancelled at the service.

A test order

A test order’s page says so, under its Test badge. Mark as test makes an order a test order: it is left out of your reports and exports and goes to no fulfillment service, app or courier. Mark as real makes it a real order again. Each asks first; see *Test orders* for what each needs.

Cancel

Cancel order asks first (if the order was paid meanwhile, for example in another tab, it says so and shows what was paid, so you choose again what to do with the money), with a Reason for your records (a fulfilment service that accepted the order is told it) and Email the customer that the order is cancelled, ticked whenever the order has an email: untick it to cancel quietly. Cancelling several orders from the list ticks it too; orders placed with a phone alone are not emailed. What has not shipped is cancelled and its stock goes back to your products, and so does the stock of items that ship nothing, such as a ticket whose stock you count; untick Put the items not yet shipped back in stock to leave them out (for example when they are damaged). A part a fulfilment service has goes back to stock once the service agrees to cancel it (unless you unticked it: then it stays out of stock, however late the service agrees). If the service cannot (it has packed or shipped it), the part shows Could not cancel with the service’s words, and the order Needs attention until the part ships or the service cancels it after all, while the service is on. A refund with Restock puts each item back once: not what cancelling has put back already, nor what a fulfilment service that is on still holds. What a service you switched off holds goes back with a refund with Restock; an unpaid order cannot be refunded, so turn the service on again to let it answer, or correct the stock by hand.

Cancelling a paid order gives its money back, so on an order that holds money paid only a role with Refund orders sees Cancel order. On a paid order the panel says what was paid. What gift cards paid goes back on them by itself, and a payment held on a card is let go with nothing taken. The rest stays paid: tick Refund … now to send it back as the order is cancelled, or refund it later under Payment. Until it is refunded, the cancelled order shows Refund owed.

Tags on an order’s page are your own labels: type one, or pick one you already use, and press Enter to add it, or × to remove it. Workflows in Growth › Autopilot add tags too.

Timeline

Timeline shows what happened to the order, newest first, and your team’s comments, which only your team sees. Mention someone (or type @) tells a team member by email; Link to a page (or #) links to a page of your admin. Attach a file adds up to five files to a comment, such as a signed delivery note: they stay with this order, are not in Content › Files, and only people who may see orders can open them. A file goes when the comment that holds it is deleted.

An order