Take every order from paid to sent and closed

Read the orders list

Open Orders in the navigation. Its count is how many orders are waiting to be fulfilled. The header counts every order, and the newest come first.

Each order is one line: its number, when it was placed, the customer’s name, the total, its payment and fulfilment, how many items it holds and how it reaches the customer. A number in bold is waiting on you, and a closed or cancelled order is faded. When the list mixes orders from more than one place, such as your website and subscriptions, a Channel column says where each came from. Select a row to open the order.

• Search finds an order by its number, the customer’s name or their email.
• The tabs above the list narrow it to one kind of order. To fulfil carries the number waiting on you.
• Hold Command (Ctrl on Windows) as you click an order to open it in a new tab.
• The page address keeps your tab, search and page, so coming back from an order or sharing the link lands on the same list.

What each tab lists

All

Every order, including closed and cancelled ones. The list starts here.

To fulfil

Paid orders with something still to send, whether nothing has gone out yet or only part of it. An unpaid order waits under Unpaid until it is paid. An order leaves this list when its last item goes out or it is cancelled.

Unpaid

Orders whose payment is still pending.

Open

Orders that are neither closed nor cancelled. Use it as your working list.

Closed

Only the orders you closed. A cancelled order stays under Cancelled.

Cancelled

Only the orders that were cancelled.

Inside an order

The header shows the order number, when it was placed, how it was paid and where it stands. Fulfil items stays there while anything is left to send, and More actions holds Close order and Cancel order. Below it, each part of the order is its own card.

• The arrows beside Fulfil items open the order above or below this one in the list you came from, so you can work through a run of orders without going back.

Items

Where the order stands, such as 2 items still to send, then each product with its variant, SKU, price and quantity. A line with more than one unit says how many are fulfilled.

Payment

How it was paid, then the subtotal, delivery, tax and any discount with its code, and the total the customer paid.

Fulfilments

One card for each shipment, with its items and tracking. It appears once something has gone out.

Timeline

Everything that happened to the order, newest first, with the notes your team posts.

Customer

Their name, email, phone and billing address, as they were entered at checkout.

Delivery

The delivery method, where the order goes or where it is collected, and the tracking number once there is one.

Notes and tags

For your team only. The customer never sees them. Save them with Save in the header.

Notes, tags and the timeline

Use the note and tags for handoffs, like a gift that needs wrapping. A note you post to the timeline sits in order with everything else that happened. Only you and your team see notes.

Fulfil an order

Fulfilling records what went out, so the order, the customer and your list all agree. Each fulfilment becomes a card under Fulfilments, and a partly sent order shows exactly which items are still waiting.

1. 1
   Open the order. Choose Fulfil items in the header.
2. 2
   Check the quantities. Every item still to send starts at its full quantity. Lower one to send part of the order now, and the rest stays to fulfil.
3. 3
   Add tracking if you have it. Enter the carrier, the tracking number and a tracking link. Tracking is optional and can be added later.
4. 4
   Choose whether to tell the customer. Tell the customer sends the shipping email with the tracking you entered. Choose Fulfil items to finish.

After a parcel has gone out

Add tracking or Edit tracking

Change the carrier, number or link on a fulfilment that has already gone out.

Cancel fulfilment

For a parcel that never left. Its items go back to waiting and the customer’s tracking stops working. You can fulfil them again afterwards.

Partly fulfilled

What an order reads when some items have gone out and others have not. Fulfil items stays in the header until everything is sent.

Close or cancel an order

Both live under More actions in an order’s header. Neither one deletes the order.

Once an order is cancelled, nothing more can be fulfilled, and the order’s Status section says when it was cancelled and why. An order that has been sent in full cannot be cancelled.

Refund a payment

Refund appears under More actions when the customer paid by card at your online store and something is left to give back, even after the order has shipped or been cancelled. Refund the whole amount, or turn on Refund part of it and enter how much. It usually appears on the customer’s card within five business days. An order paid another way, or a free order, can still be cancelled, but it has no card payment to refund here.

What the statuses mean

Every order carries two statuses that move on their own. Payment follows the money, and fulfilment follows what you have sent. An order can be paid and still waiting to go out, which is exactly what To fulfil lists.

Payment

Fulfilment

Get an email for every new order

Open Website settings, then Store. The Notifications section decides what customers hear from the store and what you hear, so nobody has to watch the orders list.

Order confirmation to the customer

Sent the moment an order is paid.

Shipping updates to the customer

Sent when an order is fulfilled, with tracking when there is any.

New order to you

Every order, as it comes in.

Low stock to you

When a tracked product drops to its last few.

Send yours to

Up to five addresses for the emails that come to you. Leave it empty to use your account email.