Orders

The Orders page lists your store’s orders, newest first. Open it from Orders in the menu.

Your numbers

Once you have orders, a bar above the list shows Orders, Items ordered, Refunds, Orders fulfilled (with a shipment sent) and Orders delivered for a period, the last 7 days at first, leaving test orders out. Each shows the change against the period before and a small chart; the button above it changes the period. Refunds is what refunds gave back to the cent (refunds of orders that count as sales, as your reports count them). Refunds show in red when they go up. On a phone, swipe the bar sideways.

Find an order

• Show filters the list: all orders, Needs attention (a fulfillment service rejected the order, its delivery failed, or its payment provider has not answered after ten checks; or you cancelled the order and a fulfillment service that is on could not cancel the part it has, which may still ship, until it ships or the service cancels it after all; archived orders are listed here too: open it to see why), Unfulfilled (not cancelled, not all shipped), Pre-orders (not cancelled, with a pre-ordered item not yet shipped), Unpaid (waiting for payment), Awaiting collection (a parcel waits at a courier’s office, locker or parcel shop for the customer to collect it), Delivered (every parcel delivered), Cancelled or Archived.
• Search orders finds an order by its number, the customer’s email, their name or their phone number, however it is written.
• Add filter narrows the list further. Choose what to look at (Product, Tag, Date, Total, Destination, Discount code, Payment status, Fulfillment status, Delivery status, Order status, Return status, Payment method, Delivery method, Sales channel, Number of items or Total weight, in your store’s weight unit and as the order shows it, so an order showing 3 lb is found by 3), say whether it is or is not what you pick, and press Apply. Filters stack: each one joins the row as a chip. Tap a chip to change it, its × to remove it, or Clear filters to remove them all.
• Order status in Add filter also takes Test: only test orders, or with is not, none of them (archived orders stay out unless you ask for them). Home's orders waiting open the list this way.
• Sort by puts the list in order: newest or oldest first, by order number, customer, total or items, or grouped by payment status (cash on delivery and bank transfer apart), fulfillment status, delivery status, destination or sales channel; orders in the same group follow their number. Names sort as people read them (accents with their letters; Latin, then Cyrillic). A Total filter takes a decimal comma, and says when a value is below 0 or From is more than To. The Order, Date, Customer, Items and Total headers sort too: tap again to turn the order round.
• Save view as… keeps the tab, search, filters and order under a name, as a tab of its own that your whole team sees. Change a view and Update view keeps the change; tap its name beside the tabs to rename it, and its … button duplicates or deletes it. The orders themselves never change.
• Status shows how the order is paid and where it is, in colours. Payment: Paid green, Refunded red; while the money is still owed, Payment on delivery blue, Awaiting bank transfer violet, Payment pending teal. Shipping: Unfulfilled yellow, Fulfilled and In transit gray, Awaiting collection amber, Delivered green, Delivery failed red. On hold is amber. A test order shows Test first.
• Export (CSV) asks which orders (this list or all of them), a date range if you want one, and the file: One row per order, One row per item (the layout other shops and spreadsheets read) or Payment history with refunds. In the file with one row per order, Subtotal less Discounts, plus Shipping price, Payment fee (the cash on delivery fee) and Tip (what the customer added at checkout, if you offer tips), plus Tax when Taxes included says no, is the Total; Refunded says what went back, and an order paid and then partly refunded says partially_refunded, as on its page. The file with one row per item has the Payment Fee and the Tip too. It downloads to your computer, however long it is. Tick orders first and use Export in the bar for just those. Test orders are left out unless you filter for them or tick them.

Choose the columns

Columns shows or hides the date, customer and items, and adds tags, destination and delivery method. Your choice stays in this browser.

In the list, choose an order’s item count to see what is in it, or its customer to see their contact details, without leaving the list.

Work on many orders at once

Tick the box beside each order, or the box in the header for everything shown. When more orders are in the view than are loaded, Select everything in this view takes them all, up to 1,000 at a time, and the bar says how many that is.

• Print prints your documents for up to 100 orders: see Shipping and delivery.
• Make labels opens your shipping app (Shippo, Sendcloud, euShipments, Royal Mail or NextLevel) with up to 50 ticked orders, to make their labels or waybills there and print them as one file. It shows when an installed app makes labels and you may open apps (owners and admins); with several such apps, choose one.
• Mark as: Fulfilled (everything you ship yourself; customers are emailed that their order shipped, as when you fulfil one order, unless you untick the box), Delivered, Paid, Put on hold or Release hold. Fulfilled and Paid ask first with the number of orders; Paid says what it does (money held on a card is taken, invoices and gift cards are issued, fulfilment services are sent their part), which cannot be undone.
• Make labels opens a labels app; it needs the Install and remove apps permission, and says so when your role lacks it. Export needs Export orders.
• More actions: Add tags, Remove tags, Archive, Unarchive and Cancel orders, which names how many it cancels and says that money paid stays paid until you refund each order.

Each order goes through what its own page does, so an order that cannot take the action is left as it was. The notice above the list says how many changed, and names each order left as it was with the reason. Press Dismiss when you have read it.

Each row shows the order number, the date, the customer, its payment and shipping status (and Needs attention in red when a fulfillment service said no, could not cancel a cancelled order, a delivery failed or a payment provider has not answered), the items and the total. Once a courier says where the parcels are, the row shows that instead of Fulfilled: In transit, Out for delivery, Awaiting collection, Delivery attempted, Delivered or Delivery failed.

An order’s page

Opening an order shows its page: taking payment, shipping, splitting it into boxes, refunds, holds and cancelling. See [An order](/docs/order/).

Create an order

Create order enters an order yourself, for a phone or shop sale. See *Create an order*.

Try your store out

Test checkout opens your store in a new tab where your checkout offers you a Test order box: an order placed with it counts nowhere and goes to no fulfillment service, app or courier. See *Test orders*.

Customers track an order

Link to /orders/find from a menu so customers can find their order without signing in. They enter the displayed order number and the email the order was placed with; a phone number is not accepted. For an order you imported from another shop, the order number on the emails that shop sent works as well. The form supports every store language. It opens the same private order page linked from confirmation emails, with each parcel’s latest carrier status and its tracking link when supplied.

The lookup accepts the full order name, including an imported market prefix. If a numeric suffix matches more than one order, use the full name. Wrong details always receive the same message. After 10 wrong tries in an hour for one email, or for one order number, in your store, that email or that order cannot be looked up for the rest of the hour, even with the right details; the withdrawal page counts the same tries. Test orders cannot be found this way, on this page or on the withdrawal page.