The Orders page is where you handle every order: find it, open it, change its status, fix the address and act on fake orders. The number next to Orders in the menu is your total order count. Staff members need the Orders permission to see this page.
The buttons at the top of the page are: Add new order (see How do I add an order by hand?), Confirmation to hand orders to your confirmation team (shown to the owner and to staff members with the Settings permission until you turn it on, see the confirmation team), the spreadsheet icon Export to XLS (see How do I export my orders?), the round arrow icon to recover deleted orders (see How do I recover a deleted order?) and the filter icon.
Finding orders
Click the filter icon to open Filter by. Set any filters, then click Show results. The mop icon clears them all.
- Search: type an order number (the full number), or part of a product name or SKU. Customer names and phone numbers are not searched here. To find a customer's orders, search them on the Customers page and open their profile.
- Status: tick one or more statuses. You can also click the status cards above the table.
- Markets: show only orders from the countries you pick.
- Product: show only orders that contain a product.
- Date range: Start from and/or End at, each day counted in full.
- Sort: Created at - descending (newest first, the default), Created at - ascending, Updated at - descending or Updated at - ascending.
Reading the orders table
Each row shows the date and time (in your store's time zone), the status, the Payment status, the number of items, the customer's name, phone or email, the market flag and the total. Click the item count (for example 2 items) to see the products, quantities and prices without opening the order. Tags such as Suspicious, Duplicated, Returning and Test are explained in What do the order statuses mean?.
Opening an order
Click a row to open the order. Next to the order number you see its tags, such as Test or Returning. Under the head, the two arrow buttons open the order above or below in the list you came from, so you can walk through your orders without closing the window. The order is split into tabs:
- Order: Date, Status (click it to change the status), Payment and Market, then the items, the totals and the shipping address.
- Items: image, name, chosen variants, Unit price, Quantity and Total. SKU and Barcode show when your products have them.
- Totals: Discount, Shipping fee and VAT (each only when it is not zero, the shipping fee also when the order names a free shipping method), then Total. Subtotal shows only when a discount, a shipping fee or VAT stands between it and the total. For a Mobile Money deposit you also see the amount paid online, To collect on delivery and the Payment reference.
- Shipping address: only the fields the customer filled in, such as the name, address, city, phone, WhatsApp, email and note. The phone number opens a call, the WhatsApp number opens a chat, and a color shows as a small swatch next to its code.
- Customer: the customer's other orders with their date, status and total. Click an order to open it, or change its status from its menu without leaving the window.
- Delivery: the cards of your courier apps, such as Sendit, Ameex or Ozon Express, on every order from your Morocco market while one is installed. You can send the parcel from there before you confirm the order, and the order is then confirmed automatically.
- Source: where the order came from.
- Browsing overview: Browser, OS and Device. The browser's full user agent sits behind the info icon next to Browser.
- Tracking: Connected from (the country of the visitor's internet connection, which can differ from the order's market), Traffic source (the site the visitor came from, open it to see the full address), IP address (with VPN detected under it when a VPN or proxy was used) and Device history (when the Shield app is installed). Device history tells you whether the same phone or computer placed other orders in your store: open the link to see them, an orange line under it says when those orders used different names, and a red one counts the ones that were rejected or returned.
- UTM parameters: the source, medium, campaign, term and content of the ad link the customer came from, when there was one.
- COD Network: the Seller or Affiliate lead ID and its live status, when the order was sent to COD Network.
- Timeline: what happened to the order since it was placed: who edited it, and who changed its status and to what, whether a staff member, the AI assistant, Automator or a courier app.
Orders you added by hand have no browsing or tracking details, because no customer browser placed them.
Editing an order
Open the order and click Edit order at the top. You can change everything the customer would have chosen at checkout:
- Products: change a line's quantity or unit price, pick another variant from its variant button, remove a line, or click Add product to add one. The totals update as you type.
- Discount: click it and type the amount taken off the subtotal. It cannot be more than the subtotal.
- Shipping fee: click it to pick the shipping method. Switching a method on fills in its price, which you can change before you apply. Click the method again to switch it off and ship with none.
- Address: the name, birthday, gender, company, address, second address, national ID, neighborhood, district, apartment, floor, state or region, city, commune, province, postal code, Email address, Phone, Whatsapp, link, color and Note. The order needs a phone number or an email address, one of the two is enough. A phone number must be valid for the order's market. Otherwise you see a message under the field that the number does not match the order's country. When the customer typed a city or another place by hand instead of picking it from the list, it shows first, marked Typed by the customer, so you can keep it or pick the right one from the list.
Click Save. When you change the phone or the email to one an earlier order of another customer carries, the order moves to that customer. If someone else saved the order while you were editing it, you see "This order was changed by someone else, reload it and try again", so you never overwrite their change.
Changing the status
Click the status badge in a row, in an open order, or next to a past order in its Customer tab, and pick a new status. It saves right away. To update many orders, tick them, click the three dots icon above the table and use Update orders status. The checkbox in the table header selects every order on the page.
Deleting orders
Click the trash icon at the end of a row (Delete the order), or tick several orders and choose Delete orders from the three dots menu. Real orders can be restored for 2 months. Test orders are deleted for good.
Dealing with fake or suspicious orders
- Compare Connected from with the order's market. A big difference plus VPN detected is a strong warning sign.
- On a Duplicated order, check the earlier order before shipping either one.
- Use Ban phone next to the phone, Ban IP next to the IP address, or Ban device next to Device history to stop the same person ordering again. A banned phone can no longer place orders in your store. Each button turns into an Unban button you can use later. Some IPs and devices are shared by many visitors and cannot be banned; the message tells you to ban the other one instead.
- Then set the order to Rejected. Manage all bans in How do I view active logins and manage banned IPs and devices?.