Order Management

Process, fulfill, and manage customer orders

Order Statuses

Orders progress through these statuses:

• Pending — Order placed, awaiting payment confirmation
• Processing — Payment received, preparing for shipment
• Shipped — Order dispatched with tracking
• Delivered — Order received by customer
• Cancelled — Order cancelled or refunded

Viewing Orders

Access orders from the Orders page in your dashboard.

Order List

• Filter by status — View pending, processing, or shipped orders
• Search — Find orders by order number or customer email
• Date range — Filter orders by date
• Export — Download orders as CSV

Order Details

Click an order to view:

• Customer information — Name, email, phone
• Shipping address — Delivery destination
• Billing address — Payment address
• Line items — Products, quantities, prices
• Payment details — Method, transaction ID
• Order timeline — Status history and notes

Processing Orders

Fulfillment Workflow

1. Review order — Verify items and shipping address
2. Pick items — Gather products from inventory
3. Pack order — Prepare for shipment
4. Add tracking — Enter carrier and tracking number
5. Mark as shipped — Customer receives notification

Adding Tracking Information

1. Open the order details
2. Click Add Tracking
3. Select carrier (Canada Post, UPS, FedEx, etc.)
4. Enter tracking number
5. Save — customer is notified automatically

Partial Fulfillment

For orders with multiple items:

• Fulfill available items first
• Create multiple shipments
• Each shipment can have its own tracking

Order Notifications

Customers receive automatic emails for:

• Order confirmation — When order is placed
• Payment received — When payment is confirmed
• Shipped — With tracking information
• Delivered — When marked as delivered
• Refunded — When refund is processed

Customize email templates in Settings → Notifications.

Refunds & Returns

Issuing a Refund

1. Open the order details
2. Click Refund
3. Select items to refund (or full order)
4. Enter refund amount
5. Add reason (optional)
6. Choose to restock items (optional)
7. Confirm refund

Refund Types

• Full refund — Entire order amount
• Partial refund — Specific items or custom amount
• Shipping refund — Refund shipping cost only

Returns Policy

Configure your returns policy in Settings → Policies:

• Return window (e.g., 30 days)
• Conditions for returns
• Return shipping responsibility
• Restocking fees (if applicable)

Order Notes

Add internal notes to orders:

• Internal notes — Only visible to staff
• Customer notes — Sent to customer

Use notes to track special requests, issues, or communication.

Printing

Packing Slips

Print packing slips to include in shipments:

1. Open order or select multiple orders
2. Click Print → Packing Slip
3. Customize template in Settings

Invoices

Generate PDF invoices:

1. Open order details
2. Click Print → Invoice
3. Download or email to customer

Shipping Labels

If integrated with a shipping carrier:

1. Open order details
2. Click Create Shipping Label
3. Select service and package size
4. Print label

Bulk Actions

Select multiple orders to:

• Update status — Change status in bulk
• Print — Batch print packing slips or invoices
• Export — Download as CSV
• Archive — Move to archive