Order operations
Search orders, update status and payment, cancel, return/refund — and why posted sales are not deleted.
For Sellers · Sales
Путь: Store → Orders → [order]
Определение
Store → Orders → filter/search → open order → update status | mark paid | ship | cancel | return/refund
Operate on existing sales: query, edit allowed fields, cancel when status permits, and handle returns/refunds so stock and money stay consistent. Posted orders are not hard-deleted — cancel, void/reverse, or refund instead.
Compatibility
- Minimum plan: Starter+ with orders.
- Cancel availability depends on current fulfillment status (early statuses only).
- COD can be marked paid when cash is collected.
- Cancel / refund / return flows restore reserved stock when the order had reserved inventory.
Orders is the sell ledger: query → act → never erase history. Buyers also have Return and Refund Policy paths under Account / public returns pages.
Query (find orders)
- Open Store → Orders.
- Use search for order number, customer name, or phone when available.
- Filter by fulfillment tab/status (e.g. new, processing, shipped).
- Filter by payment (paid, pending, refunded, failed) and channel (online / POS) when shown.
- Open a row to see lines, payment, and shipments.
- Today’s walk-in tickets also appear under Store → POS → Today.
- Finance and Reports summarize money; Orders is where you change a single sale.
Edit (update a sale)
- Open the order detail.
- Advance fulfillment: confirmed → processing → shipped → delivered (use the primary action when shown).
- For COD/cash pending, use Mark paid when you collect money.
- Create or update shipments / tracking from the shipping panel when you dispatch.
- Add internal notes if your UI provides them — keep buyer-facing messages accurate.
Cancel
- Open the order while it is still in a cancellable status.
- Choose Cancel order and confirm.
- Verify status becomes cancelled and stock restores when the sale had reserved inventory.
- If payment was captured online, follow refund steps (below) so money and status stay aligned.
- Cancel is hidden once the order is too far in fulfillment (e.g. already shipped/delivered) — use return/refund instead.
- Do not invent a “delete order” step for posted sales; cancellation keeps the audit trail.
Return & refund
Standard buyer guidance: unused items in original condition within 7 days of delivery (see Return and Refund Policy). Approved online refunds usually settle in 7–10 working days via the original payment method.
- Buyer initiates via Account → Orders / Support, or you agree offline — collect order number and reason/photos.
- On the order, move shipment status to returned when the parcel comes back (when shipping is used).
- Inspect goods; restock via Inventory/Warehouse adjust if units are sellable again.
- Mark payment refunded / complete refund through the payment tools your plan exposes (or gateway refund).
- Confirm Finance shows the refunded bucket and stock is correct.
Delete (not for posted sales)
- There is no routine “delete order” for completed commerce tickets — that would break stock and money history.
- Use Cancel (early) or Return/Refund (after dispatch/payment).
- Draft/abandoned checkout sessions may expire automatically; that is not the same as deleting a store order.
Examples
Example — query COD due today: Orders → payment pending + COD → open → Mark paid after collection.
Example — cancel before ship: Status still confirmed/processing → Cancel → stock returns.
Example — return after delivery: Shipment → returned → inspect → refund → adjust stock if reselling.
Common errors
- Cancel button missing — order already shipped/delivered; use return/refund.
- Stock not restored — confirm the order had tracked/reserved stock; adjust Inventory if needed.
- Payment still pending after refund — refresh; for gateway cases wait for webhook or contact support with order #.
- Cannot find POS sale — check channel filter or POS → Today.