Orders
Orders lists orders from all your stores. You need the Manage orders permission to work on them.
Order status
| Status | What it means |
|---|---|
| Unpaid | Placed, not paid yet. |
| Paid | Paid and ready for you to send. |
| Ready to pickup | Waiting for the shopper to collect. |
| Shipped | On its way. |
| Completed | Everything was delivered or collected. |
| Cancelled | Every item was cancelled. |
Fulfillment shows how much has been sent: Unfulfilled, Partially fulfilled, Fulfilled or Cancelled.
Getting paid
Online payments mark the order Paid on their own. For an unpaid order, open its menu:
- Send payment link: emails the shopper a link to pay online.
- Check payment: asks the gateway whether the payment has gone through.
- Mark paid: for payments outside online checkout, such as bank transfer, DuitNow, cash, cheque or card. Choose the Method, Paid on date and Amount received, and attach proof (an image or PDF up to 10 MB) if you have it.
Unpaid orders get a Payment reminder email. See Notifications.
Send an order
Open the order, select the items to send and choose how:
- Courier: book it with the store's courier. The Courier, Tracking number and Courier cost appear, and delivery updates come from the courier automatically. If a booking fails, choose Book again.
- Own delivery: you deliver it. Mark it Out for delivery, then Mark delivered as it happens.
- Self pickup: mark it Ready for pickup. The shopper gets an email. When they collect it, choose Mark collected.
- Digital delivery: digital items are sent by email.
You can send an order in parts. Each part has its own tracking and updates, and the order shows Partially shipped until everything has gone. The shopper gets an email at each step.
Cancel items
Cancel all or part of an order, choosing a reason: Out of stock, Damaged, Customer request or Other. You can only cancel items that haven't been sent. Changed your mind? Undo cancellation.
Refunds
When you cancel items on a paid order, it appears in Orders › Refunds with what to return to the buyer.
- Paid through Payments by Gerai Digital: choose Record refund. Gerai Digital refunds the buyer and deducts it from your balance.
- Paid any other way: return the money yourself, by bank transfer, cash or in your gateway's dashboard, then choose Record refund, pick the items and how you paid it back, and add a reference.
Recording a refund issues a credit note and emails the buyer. Each order shows Refund pending, Partially refunded or Refunded.
Invoices and credit notes
Each paid order has an Invoice, and each refund a Credit note, under Invoice & credit notes. Print them from there. Invoices can't be edited: Reissue cancels one (it stays on record) and issues a new one with the current details.
Notes
Add notes on an order for your team, and reply to each other. The order's Activity is recorded alongside.
Walk-in orders
For a sale at your counter, choose New order, pick the Store and Product, set the Price and the Buyer name and Buyer email, then Create order.
SST report
If you charge SST, Orders › SST report totals it for your returns. See Tax.