Skip to main content
Use the Orders screen to find and review your company’s orders, place orders for customers, and fulfill, refund or cancel them.

​
Where to find it

In the admin sidebar, under Commerce, select Orders.
To open this screen, your role needs View only or Full access for Orders. To create, edit, archive or cancel orders, it needs Full access for Orders. Fulfilling needs Full access for Fulfillments, and refunding needs Full access for Refunds. On the Roles screen, Orders, Fulfillments and Refunds are areas in the Commerce card. Set access from each area’s menu, not the card’s.

​
What’s on the screen

New Order and Export are at the top of the page.

​
Stats

The stats bar shows Total Orders, Total Sales (USD), Avg Order Amount (USD), Total CV and Avg CV. Use the date menu on the bar to choose a range: Today, Month to date, Year to date, This week, Last 7 days, 30 days, 60 days, 90 days or All time. The page opens on All time.

​
Orders list

  • The tabs filter by order status: All, Draft, Pending, Processing, Completed, Archived, Cancelled and Pending Review.
  • Use the search box to find orders.
  • Filters opens a panel with Start Date, End Date, Countries, Order Type (Sample, Customer, Member, Enrollment or Autoship), Source (Storefront or Mobile App) and Status. Click Apply Filters, or Reset All to clear them. The start and end dates and the stats bar’s date menu set the same range for both the stats and the list.
The list has these columns: Order #, Date, Customer, Items, Total, Status, Payment, Type, Fulfillment and Subscription. Fulfillment appears only if your role can view fulfillments. Subscription links to the subscription that created the order. You can sort by Order #, Date, Customer, Total and Status. Unsorted, the newest orders come first. Click an order to open it.
A banner above the stats bar offers a new version of the table. Click Try it to use it, or Switch back to return. In the new table, the date menu on the stats bar is gone, and the date range is in its Filters menu.

​
Create an order

1

Start a new order

Click New Order.
2

Choose the customer

In the Customer card, search for the customer, or click Create a new customer.
3

Check the shipping address

In the Shipping Address card, click Edit to choose another address or add one. You can’t add products until the order has a shipping address with a country.
4

Add products

Click Search products and choose the variants you want. If your role allows price overrides, Add Custom Item adds a line with your own title, price and quantity.
5

Set shipping and discounts

In Order Summary, click Add Shipping or Delivery, choose a method and click Apply. Click Add discount to apply a promo code.
6

Add credit, notes and payment

In the Credit card, search for the rep who receives the order’s CV/QV. Add a note in the Notes card. In the Payment Method card, click Edit to choose or add the customer’s card.
7

Complete any required items

If your store requires a phone number on every order, enter it in the Phone number card and click Save. If the Customer agreements card appears, review each agreement with the customer and check it only after they agree.
8

Place the order

Click Charge Card to charge the selected card. Charge Card needs a payment method, and a physical order also needs a shipping method. Send Invoice emails the customer an invoice; it doesn’t charge the card or place the order. If your role allows it, More options has Mark As Paid and Mark As Free. Both place the order without charging the card. When agreements apply, confirm them in the Confirm customer agreements dialog by clicking Confirm and place order.

​
Order page

The top of the order page shows the order number and its status badges: order status, payment, fulfillment, source and type. Below them are the sale date and the External ID, the order’s ID in your back-office system. The main column has the items to fulfill and the fulfillments already made, the Order Summary, Metafields, and an Activity timeline where your team can post comments. Posting needs Full access for Orders. Customers don’t see these comments. The side column has the Customer, Shipping Address, Payment Method, Notes and Agreements cards, and the Fluid Fair Share™ card, which shows who receives credit for the order. USD Conversion appears for orders in other currencies. The header has Print, which downloads the order as a PDF, and a More menu. In More, Create Invoice opens the Invoice Builder, where you lay out an invoice and click Export PDF. For completed or archived orders, More also has Archive or Unarchive. Archived orders can’t be refunded or fulfilled, so unarchive an order first if you need to.

​
Edit order details

With Full access for Orders you can:
  • Click the sale date to change the date and time, then click Save. Subscription orders set their sale date automatically.
  • Click Edit on Shipping Address, choose or enter the address, then click Update address in the Before you save dialog.
  • Click Edit on Notes, enter the note and click Save.
Changing the shipping address doesn’t change the taxes or shipping already charged. If the package has already shipped, the carrier may not get the new address in time.

​
Fulfill items

1

Open the fulfill page

On the order page, click Fulfill Items on the unfulfilled items. The Fulfill Order page opens.
2

Set the quantities

Adjust how many of each item you’re shipping now.
3

Add tracking

Under Tracking Information, enter a Tracking Number and choose a Shipping Carrier (FedEx, UPS, USPS or DHL). Fill in both for each row. Click Add Another Tracking Number for more packages.
4

Choose whether to notify the customer

In Summary, check or clear Send a notification to the customer. It starts from your company’s fulfillment email setting.
5

Fulfill

Click Fulfill Items. You return to the order page.
If the order is on hold, an On hold banner appears and you can’t fulfill it. Click Remove hold to set it back to unfulfilled. This needs Full access for Fulfillments.

​
Refund an order

1

Open the refund page

On the order page, click Refund.
2

Choose what to refund

To refund by item, set the Quantity, CV and QV for each item. Refunded items are removed from the order. To refund an amount instead, choose a type in Manual Refund. All, Tax, Shipping and Product Cost fill in the full amount still available for that part, so check the Amount and lower it to refund less. Partial starts empty. CV and QV refund volume only and have no amount. While a manual amount is entered, you can’t select items.
3

Decide on restocking

For an item refund, check Restock items to return the items to inventory. You can’t restock items on a fulfilled order.
4

Enter a reason

Enter a Reason for refund. It’s required, up to 500 characters, and only staff can see it.
5

Refund

Click the Refund button at the top, which shows the amount. Check the details and click Confirm Refund. Refunds can’t be undone.

​
Cancel an order

1

Click Cancel Order

On the order page, click Cancel Order. It appears only on orders that can be cancelled.
2

Add a reason and choose restocking

Optionally enter a Reason for cancellation, which only staff can see. Restock all items is checked by default.
3

Confirm

Click Cancel Order, or Keep Order to go back. Cancelling can’t be undone.
If the order’s payment was only authorized, cancelling voids the authorization. A card hold that’s still pending can take 3 to 7 days to drop off the customer’s card. Orders held for fraud review show Review instead. Click it, optionally enter a reason, and click Approve Order, or Cancel Order and then Confirm Cancel. Cancelling a held order also refunds it. Review needs Full access for Orders.

​
Export orders

1

Open the dialog

Click Export. The Download dialog starts with the date range from the stats bar.
2

Choose the report

Choose Countries, Status, Report Type and Timezone, and adjust the Start Date and End Date. Order Report has one row per order. Shipping Report has one row per item, with billing and tracking details.
3

Export

Click Export. The CSV file downloads.

​
Frequently asked questions

In Manual Refund, All refunds everything still refundable, and Partial refunds an amount you enter. Tax, Shipping and Product Cost refund only that part of the order, and CV and QV refund only volume. All and Partial always appear and are grayed out when nothing is left. The other types appear only when the order has that amount left to refund, and Shipping doesn’t appear when free shipping was applied. If the customer paid with points, check Refund redeemed (it shows your company’s name for points) to return them; All checks it for you.You can refund an order more than once until nothing refundable remains. The refund page shows how much has already been refunded. After a manual refund, item selection is turned off for that order, so later refunds are manual too.If the refund page says a refund is awaiting settlement by the payment provider, wait. That amount is held back until the provider confirms, so it can’t be refunded twice.
Hover over the grayed-out Refund button to see the reason. If Refund doesn’t appear but Cancel Order does, cancel the order instead.
Archived and cancelled orders can’t be fulfilled. An order on hold can’t be fulfilled until you remove the hold. See Fulfill items.
Refund it from its order, like any other order. In the orders list, orders that came from a subscription show a link in the Subscription column. Open the order and click Refund.