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Managing your orders

Every order you receive on your website (or have created manually) will be displayed on the orders page which you can access by clicking 'orders' from the left menu.

Archived and unarchived orders

Each order can be either 'archived' or 'unarchived' (i.e. active). When the orders page loads it will only show active orders but you can change the view to display all orders or archived orders by using the drop down menu in the orders table.

The orders page shows which orders are archived and which are active. An archived order has a tick in the box

To archive (or unarchive) an order, just click on the box.

Filtering orders

At the top of the orders page a section allows you to filter the orders that are displayed.

You can filter order by a number of different factors:

- The customer's billing country
- The customer's delivery country
- By payment method
- By order status

You can select multiple filters, as shown in the example below.

Trade orders

On your orders page, some of your orders may appear with a (T) icon next to them (as shown in the screenshot below). This means that the order was placed by a trade customer logged into a trade account.

Please note that this information is only available from orders placed on or after 27th June 2018.

Viewing an order

To view an order click on the order ID, Name or Date and a new page will be displayed.

At the top of the page, the customer's details are shown together with the payment method used (in the example below its listed as 'Sage Pay' as the order was created using the SagePay payment method). If available, we'll also display the transaction ID returned by the payment gateway.

You can edit the customer's details by clicking the 'click to edit' link.

(Clicking on the customer name will open a new window showing customer record. Clicking the 'view orders' link will open a new window showing all orders they have placed.)

In the next section you can see all of the products ordered by the customer together with the delivery method chosen and any discounts used.

Order management

The next section is the order management section where you can set the status of the order.

1. You can set the order to be either Active or Archived.

2. You can set the order status by selecting the new status from the drop down list
find out how to customise the available order status

3. You can choose to send an automatic email to the customer to inform them of the change in the order status
find out how to customise your automatic emails

4. If you are sending the order through a courier that allows a customer to check the status of the delivery, you can enter the tracking URL in the box and this can be sent to the customer via the order status email.


To add a refund to the order to stop it displaying in your order totals/reports you can add a refund through the 'refunds' section.

Enter the refund amount (in the format X.XX) and an optional comment about the refund (for your internal notes). The refund will then be added to the order details.

Order Comments

Finally, you can add comments about the order.

Simply enter the comments you want to add to the order into the box and click the 'add comments' button.

Any comments you add will only be displayed on the order page and cannot be viewed by customers.