Product orders
Find product orders, post them or hand them over, and cancel or refund when you need to.
Every product sale lands in Commerce → Product orders. From there you tell buyers their order is on its way or ready to collect, and cancel orders you can't fill. Service orders have their own list. See Service orders.
Find an order
The list shows paid orders by default. Each row has the buyer's name and email, the order code, how it's being delivered, its fulfillment status, the total and the date.
- The search box matches the order code, the buyer's name and their address.
- The first filter picks the order status: Confirmed, Pending, Cancelled or Expired.
- The second, set to Any fulfillment by default, narrows to Awaiting, Ready for pickup, Shipped or Completed. Choose Completed to see past orders.
- The third, set to Any delivery by default, narrows to Shipped or Picked up orders.
Order status
This is where the sale stands.
| Status | Meaning |
|---|---|
| Confirmed | Paid. This is an order you need to fill. |
| Pending | The buyer placed it but the payment hasn't come through yet. |
| Expired | Nobody paid in time, so nothing was sold. |
| Cancelled | You cancelled it. |
Fulfillment status
This is how far along getting it to the buyer is.
| Fulfillment | Meaning |
|---|---|
| Awaiting | Paid and waiting for you to post it or get it ready. |
| Ready for pickup | You've told the buyer it's ready to collect. |
| Shipped | You've posted it and added tracking. |
| Completed | Delivered or picked up. Nothing left to do. |
Orders with only downloads show Delivered instead. The files went out by email when the buyer paid.
The order page
Open an order to see it in full. The heading shows the order code, when it was placed and by whom, with the status and fulfillment badges below.
- Items lists what they bought, with options and quantities.
- Totals shows the Subtotal, any Discount with its code, Postage, the Total, whether Payment is Paid, and anything Refunded.
- Buyer has their name, email and phone. Open in contacts jumps to their record in your CRM.
- Shipping or Collection shows where it's going or where they'll collect it, the carrier rate they chose, and tracking once you've added it.
Post an order
Pack the order and post it with your carrier.
On the order page, select Mark shipped.
Enter the Carrier and Tracking number. Add a Tracking link if you have one. It must be a full https:// address.
Select Mark shipped. The buyer gets an email that their order is on its way, with the tracking number and a Track package button if you added a link.
When it arrives, select Mark delivered.
Hand over a pickup order
- When it's packed, select Mark ready for pickup. The buyer gets an email that it's ready, with your pickup address.
- When they collect it, select Mark picked up.
You can also select Mark picked up straight away if they collect it before you mark it ready.
Emails the buyer gets
| When | |
|---|---|
| They pay | "Order confirmed" receipt with items, totals and the delivery address. |
| They pay, if it has downloads | A separate email with the download links. |
| You select Mark shipped | "On its way", with tracking. |
| You select Mark ready for pickup | "Ready to collect", with your address and instructions. |
Each email includes your support contact. Marking an order delivered or picked up, or cancelling it, doesn't send an email.
Cancel an order
You can cancel an order that's Pending or Confirmed and hasn't been completed.
On the order page, select Cancel order.
If the order was paid, the Refund menu offers a full refund of what's left, shown with the amount, or Don't refund. A refund goes back through the payment it came in on.
Select Cancel order.
The buyer isn't told automatically. Send them a message from your Inbox to explain.