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Managing your orders

To manage all orders that have been placed (either manually or on the website) select Orders > View Orders from the menu.

• Searching and filtering orders
• Archiving orders
• Trade offers
• Viewing an order
• Order management
• Refunds
• Order comments
• Print/download


Searching and filtering orders

You can search your orders in a number of different ways. By default, when the page loads, only unarchived orders can be seen. This can be changed by using the drop down menu at the top right of the page, as shown below:

To search your orders by customer name, email, postcode or reference, type your search term into the ‘Search Your Orders’ box:

To filter your orders by what product has been ordered enter the SKU number, product name or the brand into the ‘Filter Your Orders’ box:

If you are looking to filter your orders by:
• billing country
• delivery country
• payment method
• order status or
• a range of delivery dates,
select the More Filters button and these options will be made available to you:

In the pop-up window you can also select a number of different filters at once, as shown in this example:


Archiving orders

To archive or unarchive an order select or deselect the tick box underneath 'Archive' on the order:


Trade orders

If an order appears with a green (T) next to the name this means the order has come from a trade account, as in this example:


Viewing an order

To view a specific order click either on the ID number, the date, the customer name or the View button. This will display a page with all of the information about the customer and their order.


Customer details

The first section allows you to edit their details, re-send their order confirmation or anonymise their order. If you do choose to make all of the data for any order anonymous it is an irreversible process.

Clicking on the customer’s name opens a new window with a customer record. Selecting View Orders opens a new window showing you the orders they have placed:


Products ordered

The next section, ‘Products Ordered,’ shows you all of the information about their order, including what products they’ve ordered, if they had any discount and what their chosen delivery method is:


Order management

In the 'Order Management' section you can manage anything to do with the order.

You can:
• Make the order 'Active' or 'Archived'
• Change the status of the order
• Select whether or not to send an email to the customer about a change to the order status
• Apply a tracking URL to the order for the customer to be able to use

Remember to save any changes you make.


Refunds

If you need to make a note of a refund for an order you can do so in the 'Refunds' section. However, this does not process the refund for you; you would need to do that through your payment gateway account.

Enter the refund amount and a comment (for internal use) about why you are issuing the refund and then click add refund:


Order comments

The final section on your customer’s page is a comments section. Here you can add any comments about the order. Write whatever comments you need to make in the ‘Add A New Comment’ box and select add comment.

In this section you can also see any order status updates that you have made for the order:


Print/download

If you want to print or download a specific order, use the Print and Download buttons in the top right of the screen for the order:

The Print button will open a PDF document for you to print. Click here to learn how to customise the contents of the PDF.

The Download button will download a CSV file to your computer's hard drive. The format and layout of the file cannot be changed prior to download.