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Orders in Native Store

  • Updated

native-store.png This content is only relevant for native store.

To determine which eCommerce solution you are on, see How do I know if I am using Native eCommerce or Third Party eCommerce?

The Orders page is where you can view a list of your orders and the details of each order.

View Orders

To view orders:

  1. In the side panel, click Sell Online.

  2. Click Store Management.

  3. Click Orders.

Orders are listed in reverse chronological order and contain the following fields:

  • Invoice number. Unique invoice number is generated once an order is completed. Each invoice number has a prefix followed by a sequential number that increments for each new order.

  • Date. Date the order was placed.

  • Placed by. First and last name of the shopper who placed the order.

  • Status. Status of the order. The following are the different possible order statuses:

    • Processed. Order is complete and the payment was processed through the payment gateway.

    • Pending. Order was completed, but the payment is not fully processed.

    • Disputed. Payment for the order was disputed. This does not sync automatically with the payment gateway, you must apply the status yourself.

    • Canceled. Shopper canceled their order.

  • Payment status. Status of the payment. The following are the different possible payment statuses:

    • Paid. Default status when an order is fully paid.

    • Deferred. Order completed with deferred payments.

    • Charged back. Order disputed by the customer.

    • Refunded. Order fully refunded.

    • Authorized. Transaction was authorized but not captured. This requires manual action from the merchant to capture the charge.

  • Fulfillment Status. Status of the fulfillment of an order. The following are the different possible fulfillment statuses:

    • Unfulfilled. Order is placed, but has not been shipped.

    • Fulfilled. All items in the order have been shipped.

  • Shipping method. The selected shipping method.

  • Amount. Order total, including shipping and taxes.

Filter Orders by Purchase Type

To filter orders by purchase type:

  1. In the side panel of the site overview, click Store Operations, and then click Orders.

  2. Click Filters. Select Purchase Type. Check One-Time and/or Subscriptions .

  3. (Optional) Hover over and click on the order to view order details. Included are order details, shipping information, and billing information.

    • (Optional) If it is a subscription order, click View Subscription Details to expand subscription details. Included are subscription plan details and contact overview.

Order Details Page

The Order Details page contains all the information about a specific order. To view the Order Details page, click an order on the Orders page. From the Order Details page, store owners can update the order status.

The Order Details page contains the following information:

  • Invoice number

  • Order status

  • Items purchased, including name of the items, quantity, price of each individual item, total price of all items, SKU or ID.

  • Taxes applied to the order.

  • Shipping information, including: customer name, email, shipping address, shipping method, and shipping cost.

  • Billing and payment information, including: customer name, email, billing address, currency, payment method, credit card branch, and last four digits of credit card number.

Customer Order Confirmation Email

After a customer places an order, they automatically receive an email with the details of their order. At this time, merchants cannot customize the email address or contents of the confirmation email.

Tip

The logo in the Content Library will be included in the email.

The email contains the following information:

  • Customer name

  • Customer email address

  • Billing address

  • Shipping address

  • Product name

  • Quantity of each product

  • Unit price of each product

  • Subtotal

  • Total

  • Payment date

Note

If you place a test order when your website is in preview mode, the website link at the beginning of the order confirmation email will link back to the Website Builder editor. When a real order is placed, the link will direct users to your store.

Enable Merchant Email Notification

When a new order is placed merchants can receive an email with order details. The order details in the email are the same as found on the Order Details page and in the customer order email.

To enable email notifications for new orders:

  1. In the side panel, click Sell Online then click Store Management.

  2. Click Taxes, then click Store Business Info.

  3. Under the Contact email field, select the box next to Send me copies of customer order confirmation emails.

Note

Only one email can receive the confirmation email.

Refund Order

Easily issue refunds for entire orders or individual items in one place. When you refund an order in the store, it will also process a refund in the payment gateway used to make the purchase.

Note

This feature is only available with Stripe and Paypal payment gateways.

To refund an order:

  1. In the side panel, click Sell Online.

  2. Click Store Management, then click Manage orders.

  3. Click the desired order.

  4. Click Refund Order.

  5. Click into QTY for each item you need to refund and select the item quantity to be refunded.

  6. (Optional) Enable the Refund shipping toggle if you want to refund shipping as well.

  7. (Optional) Type a message in the Reason for refund field.

  8. Click Refund. It will also note the amount that will be refunded.

  9. Click Confirm.

After confirming the refund, it is automatically refunded in your payment account. Once the order refund is processed, the following is added in the order details and on the Orders screen:

  • Orders details

    • Refunded or Partially refunded label

    • Refunded items for partial refunds

    • Refund Details

    • Refund Reason (if a reason was entered)

  • Order screen

    • In the Payment column, the Paid status updates to Refunded or Partially Refunded.

Cancel Order

To cancel an order:

  1. In the side panel, click Sell Online.

  2. Click Store Management, then click Orders.

  3. Click the desired order to open the order details page.

  4. On the order details page, click the three horizontal dot icon and select Cancel Order.

  5. If the customer already paid for their order, you have the option to refund them now or later. If the order was paid manually (offline) you can mark it as refunded, but you need to contact your customer to arrange the refund.

  6. (Optional) Type a cancellation reason, this is only visible to the merchant and not the customer.

  7. Click Cancel Order.

The order status will update to Cancelled and Refunded (only if the customer was refunded). The customer will receive an email that states their order has been cancelled. If the customer paid for their order and is being refunded, the cancellation email will state that they are receiving a refund.

Export Orders

You can export orders via CSV file in Native Store. The CSV file can be used to integrate orders into other systems, such as accounting systems.

To export orders:

  1. In the side panel, click Sell Online.

  2. Click Store Management, then click Manage Orders.

  3. Click Export.

export_button_on_order_details_screen.png

The exported CSV file will contain the following information:

  • Invoice number

  • Email

  • Status

  • Currency

  • Item details, including SKU, name, price, total, quantity, and tax amount.

  • Date and time order was created.

  • Billing address information, including name and address.

  • Shipping information, including name, address, method, and instructions.

  • Payment information, including status, method, and transaction ID.

  • Order information, including subtotal and totals for the following: discount, shipping, tax, entire order, and refunds.

  • Device information, including IP address and User agent.