To view your orders:
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In the side panel of the editor, click Sell Online, and then click Manage Store.
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Click My Sales, and then click Orders.
Here you can see all of the orders; unfinished, finished, or sent. Use the filters on this page to find or review specific orders.
Each order has a payment order state and a fulfillment order state.
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Awaiting Payment |
The order was placed successfully, but the merchant has not received any funds yet. All the orders placed by offline payment methods (such as phone orders, wire transfer, etc) receive this status by default. |
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Paid |
The customer has been fully charged for an order. All successful orders placed using payment gateways such as Authorize.Net, PayPal, Google Wallet (ex-Google Checkout), etc receive this status by default. |
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Canceled |
The payment gateway's effort to authorize or charge the customer's credit card has failed and or the merchant has canceled the order. |
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Refunded |
The payment for the order has been credited back to the buyer. This only changes the order status in the store. To refund the customer, you need to transfer the appropriate amount to the customer's account from your payment gateway or bank. |
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Awaiting Processing |
Default fulfillment state for all the new orders. |
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Processing |
Order is being filled. |
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Shipped |
Order has been shipped. |
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Delivered |
Order has been delivered. |
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Will not deliver |
The merchant will not ship the items to the customer. |
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Returned |
Order has been returned to the seller. |
The Unfinished Sales page in the store control panel lists all the ordering attempts when the customer did not complete the payment for an order, including scenarios such as:
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Customer leaves the checkout page to go back to the shop to add another item or review their cart.
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Customer changed their mind about making a purchase.
Each line in the unfinished sales table contains a short description of the order (date, total cost, payment method, cart contents), customer email (so you can contact the customer to find out why they haven't finished the order), and the Place this order button. When you click Place this order, the selected order is placed in the regular orders list and is marked with an "Awaiting Payment" status. Next, the customer will receive an order notification, just like for new orders. The store doesn't automatically charge a customer credit card in such a case, so you will need to charge the customer manually. Stock quantities are only decreased as soon as a complete order is assigned an "Awaiting Payment" or "Paid" status.
The store itself does not collect or store money from sales, it helps you sell your products and charge your customers. All sales go directly to your payment gateway's account. You need to contact your payment gateway (for example: PayPal) to have your money transferred to your bank if it is not set up to do so automatically.
Note
If an order was placed using an offline payment method (for example, "Phone ordering" or "Pay by check"), the store creates a new order in the database and stores the customer's data. No actual charges are made, meaning you need to contact your customer for payment.
An order ID is assigned to each order to help the merchant distinguish one order from another. It appears on invoices, client notifications, and in the Store's order list. The order ID is generated when the order is placed and is a random 5 character alphanumeric string. For example, 10N87, Y0RZ4, and QR13V are all valid order IDs.
Note
As of November 2021, we have updated the format of order IDs. All Stores created before this date will follow the legacy order ID format where the first order ID starts at 1 and all subsequent order IDs continue in sequential order. For example, the first order will have an order ID of 1, the second order will have an order ID of 2, and so on.
If you have multiple Stores it can be helpful to add a prefix and or suffix to your order ID to help you distinguish between orders from different Stores. The format becomes prefix-orderID-suffix. For example, your order ID could be Petstore-1Y56Z-2021, where “petstore” is the prefix, “1Y56Z” is the order ID, and “2021” is the suffix.
To add a prefix or suffix:
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In the side panel of the editor, click Sell Online, then click Manage Store.
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Click Settings, then click the Cart and Checkout tab.
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Scroll to the Order ID section and click Edit Order ID Format.
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Add a prefix and suffix.
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Click Save.
If your Store was created before November 2021, you may notice missing order IDs on the Sales page. For example, if you have an order ID of 10 and the next order ID is 14, but there are no orders with IDs of 11, 12, or 13. This can happen when a customer starts to checkout but does not complete the transaction. When the transaction is not completed, Store creates a hidden, incomplete order that is not displayed in the orders table.
To assign a tracking number to an order:
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In the side panel of the editor, click Sell Online, then click Manage Store.
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Click My Sales, then Orders.
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Click the Update drop-down menu for the specific order and select Mark as Shipped.
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Enter the tracking number and click Mark as Shipped.
The tracking code and URL are sent in the customer notification. If your customer does not receive a notification, check if the "Order Shipped" notifications are enabled. You can also modify or translate the text of these notifications.
Note
If you do not see the Mark as Shipped option, it most likely means that the order doesn't have a shipping method assigned, which happens when the ordered items don't require shipping. Each product has a setting "This product requires shipping" on the product page. By default, this setting is enabled for every product. If it's disabled, the product is considered virtual in the store and that is why it doesn't allow assigning a tracking number for the orders.
To enable shipping notifications:
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In the side panel of the editor, click Sell Online, then click Manage Store.
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Click Settings, then click Notifications.
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Turn on the toggle next to Order Shipped.
If necessary, you can check the contents of the notification by clicking Edit. The notification should have this code:
-- Order tracking -- START TRACKING_URL You can track your order using the following URL: %trackingURL% END TRACKING_URL The order tracking number is %trackingNumber%
When you use user-defined shipping, the store doesn't know which shipping carrier you used so it doesn't include a tracking URL in emails. Only a tracking number is included. To fix this, you need to add the URL to your notification manually.
Replace the code above with this one:
-- Order tracking -- You can track your order using the following URL: http://wwwapps.ups.com/tracking/tracking.cgi The order tracking number is %trackingNumber%
You can replace the UPS tracking URL in the previous example with any other carrier's URL.
To print an order invoice:
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In the side panel of the editor, click Sell Online, then click Manage Store.
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Click My Sales, then click Orders.
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Click Print Order next to the specific order. Or, use the checkboxes to select multiple orders then click the Bulk Actions drop-down menu and click Print Selected.
If you have deleted a product from your Store and are no longer selling it, previous orders for the deleted product can still be viewed in the store control panel.
To view deleted product orders:
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In the side panel of the editor, click Sell Online, and then click Manage Store.
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Click My Sales, and then click Orders.