Order Processing

For: operations & support staff processing orders in the admin dashboard
What you'll learn: how to find an order, read its details, manage payment and fulfillment, add notes, resend confirmations, issue refunds, and cancel orders.

This is a how-to guide for the dashboard, not the API. If you're building an automated order management system instead, see the Admin API reference or the Usage Guide.

Before you start#

You'll need an admin login for your store and the Orders section visible in the left navigation. If you don't see it, ask your administrator to grant order access.

Throughout this guide, screenshots use a demo store — the names, orders, and amounts shown are fake.

1. Find an order#

Log in to the admin dashboard, then click Orders in the left navigation. You'll see a list of all orders for your store.

You can find a specific order by:

• Search by order number — type the order ID or number in the search box at the top
• Search by customer name or email — search for the customer's name or email address
• Filter by date — use the date filters to narrow to orders placed within a specific range
• Filter by payment or fulfillment status — use status chips to show only paid orders, pending shipments, cancelled orders, etc.
• Scroll the list — recent orders appear first

Each row shows the order number, customer name, order date, total price (in the store's currency), and current payment and fulfillment status.

2. Open an order and read its details#

Click any order row to open the full order detail page.

At the top you'll see:

• Order number — the unique identifier for this order
• Order date — when it was placed
• Customer — name, email, and phone; click to see their full customer record
• Total — order subtotal, shipping, tax, discounts, and final total (all in decimals: $49.99 shows as 49.99)

Below that are the order's key sections:

3. Check payment status and payment details#

The Payment section shows whether the customer's payment has been processed.

If payment is still pending and you need to collect funds, you can click Capture Payment to attempt to process the payment. If it fails, the customer will need to provide a different payment method.

4. Check fulfillment status#

The Fulfillment section shows the order's shipping progress.

For detailed instructions on creating shipments and tracking fulfillment, see the Fulfillment Operations guide.

5. Add an internal note to an order#

Use order notes to track internal reminders, customer issues, or follow-up actions.

Click the Notes section (or panel on the side), then type your note and click Add Note. Notes are visible only to your team — customers won't see them. Common uses:

• Flag a customer service issue ("Customer reports item arrived damaged")
• Track a follow-up action ("Waiting for warehouse to confirm stock")
• Record a decision ("Approved manual refund due to delay")

6. Read the activity timeline#

The Activity Timeline shows a chronological record of everything that's happened to the order.

You'll see events like:

• Order placed
• Payment captured / declined
• Shipment created
• Tracking number added
• Confirmation emails sent
• Refunds issued
• Order cancelled

This is useful for understanding the full lifecycle of an order or troubleshooting issues — if a customer says they never got a shipping email, the timeline will tell you whether one was sent.

7. Resend a confirmation email#

If a customer didn't receive their order confirmation or shipping notification, you can resend it from the Email Management section.

Click Resend Order Confirmation to send the order details email, or Resend Shipping Confirmation to send the shipment and tracking number.

Tip: Shipping confirmation emails only send automatically within about 48 hours of shipment. If an order shipped days ago and the customer is only now asking for tracking, you can use this button to send it manually.

8. Issue a refund#

To refund a payment, open the order and find the Refund button in the payment section.

Click Refund Payment, enter the refund amount (in decimals: 49.99 for $49.99), and click Refund.

Caution: Refunds are difficult to reverse. Always double-check the order number and refund amount before confirming. If you refund the wrong amount or order, contact your administrator immediately — they have access to deeper payment tools for recovery.

After a refund is issued, the payment status will show as Refunded and the customer's funds will be returned to their original payment method within 3–5 business days (depending on their bank).

9. Edit or cancel an order#

To make changes to an order (like adjusting a line item or changing the shipping address), click the Edit button at the top of the order detail page. Only make edits before the order ships — once it's in fulfillment, coordinate with your warehouse team.

To cancel an order entirely, click Cancel Order. This will:

• Stop the order from being fulfilled
• Mark the order as cancelled
• (If paid) leave the payment as is — you'll need to issue a refund manually if the customer requests one

Use order cancellation only for orders that should not ship (e.g., customer requests cancellation before shipment, or order is a duplicate).

Quick reference#

• Find an order: search by order number, customer name/email, or filter by date & status
• Check payment: look at the Payment section for status (Captured, Pending, Failed, Refunded)
• Check shipping: look at the Fulfillment section to see which items have shipped
• Add a note: use the Notes panel for internal team reminders and follow-ups
• Read history: the Activity Timeline shows when payments cleared, shipments sent, and emails delivered
• Resend email: use Email Management if a customer missed their confirmation or tracking
• Refund a payment: double-check the order and amount, then click Refund — it's hard to undo
• Cancel or edit: click Edit before shipment; use Cancel only if the order shouldn't ship at all
• For detailed fulfillment workflows: see the Fulfillment Operations guide