Manage Individual Orders

You can set status on a complete order, or you can manage status individually for each order item. The status you can set on an order or item depends on each item's product type. See the Status by product type table for more info.

To manage individual orders, go to STORE > Orders and in the Order table, click on the order you want to manage.

The actions you can take on the order or the order items are shown at the top. In this order, all the items are physical goods in the Pending state. So you can mark them as Shipped or Cancelled.


In this order, the products are mixed, so there's also a button to mark items as Completed (for the service and digital products).

New action buttons appear at the top, based on changed statuses. For example, once items have shipped, you can refund them.

Below the order items, you can see the billing and shipping information, as well as all transactions completed for this order.

Mark Items as Shipped

After you've packaged up and shipped your orders, you need to change their status.

To mark items as shipped, click Mark As Shipped. A dialog shows the items in the order that have not yet been marked as shipped.

 

Select the items you are shipping (by default all remaining are selected). You can change the quantity if you can't ship the full amount. Select a shipping carrier (Add New displays if you haven't added one yet) and optionally enter a tracking number.

By default, the customer will receive an email once you complete the dialog, so they know that items have shipped. You can turn this off if you want. You can also edit the customer's address if needed.

When done, click Mark as Shipped at the top.

 

Mark Digital or Service Items as Complete

To change the status of a digital or service items to Complete, click Mark as Completed. Like marking as shipped, you can choose the eligible items, and notify the customer of completion.

 

Cancel Items

To cancel items, click Cancel Items. The number of items the can be cancelled are shown at the top of the dialog. By default, all items are selected to be cancelled.

 

To cancel all items in the order, click the Cancel Items link at the top of the dialog. A confirmation displays showing the amount that will be refunded and to what account. Click Cancel Items to complete the cancellation and refund the order.

 

The order will now have a status of Cancelled.

To cancel specific items, turn off Cancel Remaining Items in this Order.


Set the quantity to 0 if you don't want to cancel the item. Make sure the quantity for items you do want to cancel are correct. Enter the amount of shipping to refund or set it to 0. By default, the total shipping amount is added to the refund. You can change it as needed.

The total dollar amount to be refunded is shown at the bottom, and the total number of items to cancel is shown in the Cancel Items link at the top. Once the correct quantities and amounts are entered, click the Cancel Items link.

As with cancelling all items, a confirmation displays showing the amount and account being refunded.

 

Refund an Order

To refund an order, click Refund Items.

By default, all items are set to be refunded. Set quantities to 0 if they are not being refunded, or change the quantity as appropriate. Enter the amount of shipping to refund or set it to 0. The total dollar amount to be refunded is shown at the bottom. Once the correct quantities and amounts are entered, click Next.

By default, the customer will be notified by email once the refund is completed. You can turn this off if you want. You can also enter a reason for the return (this reason is not shown to the customer). The total amount of the refund is shown at the top. Click that to refund the amount. A confirmation message shows the amount and account to refund. Click Refund to complete the process.

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