View and manage orders
Find orders, understand every status, read an order's details, and keep your daily workflow tidy.
Every purchase from your store turns into an order you can track, review, and act on. Your Orders area is where you'll spend a lot of your time once sales start coming in, so it's worth getting comfortable with how it works.
Where your orders live
Open the Orders section from your dashboard to see every order in one list. Each row shows the basics at a glance so you can scan the list quickly:
| Column | What it tells you |
|---|---|
| Order number | A unique reference for the purchase – handy when a customer gets in touch |
| Date | When the order was placed |
| Customer | Who bought, so you can recognize repeat shoppers |
| Status | Where the order is in its journey, from paid to completed |
| Total | The full amount the customer paid, including shipping and tax |
Click any row to open the full order and take action on it.
Search and filter
As your order list grows, you'll want to narrow it down rather than scroll:
- Search by order number, or by the customer's name or email, to jump straight to one order. Search finds the same name and email the list shows, even for a customer who ordered before filling in their address.
- Filter by status to focus on what needs attention – for example, paid orders that are waiting to be shipped. The Status filter also lists your own order statuses with how many orders are in each, plus the Archive and Trash bins.
- Show test orders – a checkbox in the sort menu (the ⇅ icon) – adds your test checkouts back into the list. When they're shown, test orders sit faded with a Test badge so they're never mistaken for a real sale. See Test mode and going live.
Tip: Checking your unfulfilled orders first thing each day is a simple habit that keeps customers happy and your dashboard accurate.
Tip: Do it with AI – ask the AI Assistant something like "find Jane's order from Tuesday" or "show me orders that haven't shipped yet" and it will pull them up without you hunting through the list.
Understanding statuses
A status tells you where an order is in its journey. Knowing what each one means helps you decide what to do next.
| Status | What it means | What to do |
|---|---|---|
| Created | The order is placed but not paid yet – e.g. a bank transfer or cash on delivery order, or one waiting for an online payment | Click Mark as paid when the money arrives; ship cash on delivery orders unpaid |
| Paid | Payment went through and the order is ready to fulfill | Pack it and mark it shipped |
| Awaiting shipment | The order is paid and waiting to be packed and sent | Get it ready and mark it shipped |
| Shipped | You've sent the order to the customer | Wait for it to wrap up; nothing needed |
| Completed | The order has run its full course | Done – no action needed |
| Cancelled | The order was cancelled | No fulfillment needed. Cancelled by mistake? See Can I undo a cancellation? |
| Refunded / Partially refunded | Some or all of the order has been refunded | Check the order to see how much was returned |
| Reserved | Stock is set aside but the order hasn't been paid yet – mainly wholesale orders awaiting payment | Wait for payment, or mark it paid yourself. You can still edit its items until it's paid |
Need more steps than these, like Verification or At courier? Add your own order statuses on top of them.
Tip: The To pack tab lists the oldest orders first. Click Start packing to work through them in the packing station.
Note: A "Paid" status means the money has cleared – through Stripe, or because you marked a bank transfer order paid – and it's safe to send the goods. Until an order is paid, hold off on shipping. Cash on delivery is the exception: the courier collects the money when they deliver.
Orders waiting for an online payment
When a customer pays with PayNow, Montonio or Przelewy24, the order is created the moment they're sent to pay. It shows Awaiting payment on the orders list, and its items are set aside so nobody else can buy the last one meanwhile.
- Paid: as soon as the payment provider confirms, the order becomes Paid and the customer gets the usual confirmation email. There's nothing for you to do.
- Not paid within 15 minutes: the order is cancelled on its own and shows Unpaid next to Cancelled. Its items go back to stock, and you get no email about it. The customer can still come back through the abandoned cart email.
- Paid after it was cancelled: sometimes a bank confirms a few minutes late. The order then becomes Paid again and takes its items from stock again, and you get a Payment arrived late email. Check the stock before you ship it: the items may have sold out meanwhile.
You don't mark these orders as paid yourself: the payment provider settles them. A customer who left without paying can open the payment page again and click Pay again until the 15 minutes run out.
What an order detail shows
Click any order to open its full detail view. There you'll find everything about that purchase in one place:
- The customer and their contact details, so you can reach out if you need to.
- The items ordered, each with its photo, quantity, SKU and barcode, plus what's inside a bundle, set or box. Any personalisation the shopper added (an engraving, a note, or an uploaded file) is shown on its line.
- The totals – subtotal, shipping, tax, and the amount paid.
- The shipping address the order is going to.
- The payment status, so you know the money has cleared before you ship.
- The fulfillment status, showing whether it's been sent yet.
From this view you can move the order forward – mark it shipped, or issue a refund if something's gone wrong. At the bottom, History shows everything that happened to the order and who did it; see See everything that happened to an order.
Fix a customer's name or address
Typos happen – a customer misspells their own name, or an address needs a small correction after the order's already in. You can fix a customer's name and address on any order, whatever its status:
- While an order's items can still be changed (see above), the same Edit order screen lets you update the shipping and billing address alongside everything else.
- Once an order is too far along to edit its items – shipped, completed, or otherwise locked – open it and click Edit customer details instead. This limits you to the name and address only, so you can't accidentally change what was ordered or charged.
- The order's customer name updates to match the corrected address as soon as you save.
Note: In Poland, once a KSeF e-invoice has been issued for an order, its address is locked – the legal invoice already names the buyer, and a correction would no longer match it.
Download an order as a PDF
Sometimes you need to hand a delivery or consignment partner a list of what's in a shipment without issuing a formal invoice. Open the order and download its Order PDF from the sidebar, next to your invoice actions — a numbered list of the items, quantities, and totals, with no invoice number or tax columns. If you need a proper invoice instead, see Generate invoices.
Resend the order confirmation
If a customer never got their order confirmation – it went to spam, they deleted it, or they mistyped their address – open the order and click Resend confirmation at the bottom of the sidebar. The email goes to the address on the order, and you can send it to a different one instead if you can see customer details. It's sent even if you've switched the order confirmation email off, and the resend shows up in the order's history.
For digital products this matters most: the confirmation carries the download links, and a customer who checked out as a guest has no other copy.
Exporting your orders
You can export your orders to a file, which is useful for your own bookkeeping, sharing figures with an accountant, or keeping an offline backup of your sales. Exporting doesn't change anything in your store – it simply gives you a copy of the data.
Common questions and good habits
- Don't ship before an order is paid. Always confirm the payment status first – except for cash on delivery, which is paid to the courier.
- Keep statuses up to date. Marking orders shipped as you go keeps the customer informed and your numbers trustworthy.
- Use search instead of scrolling. Once you have lots of orders, the search box and status filter are far faster than reading the whole list.
FAQ
Why can't I find a recent order?
Make sure you've cleared any status filter that might be hiding it, then search by the customer's name or the order number. If a checkout was started but never paid, it won't appear as a completed order. You can also ask the AI Assistant to find it for you.
What's the difference between paid and completed?
"Paid" means the money has cleared and the order is ready for you to pack and send. "Completed" means it has run its full course. Shipped sits in between – you've sent it, but it hasn't wrapped up yet.
How do I give a customer their money back?
Open the order and issue a refund – full or partial. For card payments the money is returned through Stripe to the original payment method; for bank transfer and cash on delivery you send it back yourself and set the order to Refunded. See Issue refunds and handle returns for the full walkthrough.
Can I undo a cancellation?
Sometimes. Pick a new status for the order, for example Completed. It saves if cancelling didn't put the order's items back in stock – the order had already shipped, or was placed before your store tracked stock on orders.
If the order was cancelled before it shipped, its items went back on sale. It stays cancelled so the same items aren't sold twice, and you'll see a message saying so. Create a new order instead – a draft order works well for this.
A Refunded order can't change status at all, because the money has already gone back to the customer.
What's the difference between an Order PDF and an invoice?
An Order PDF is a plain item list — quantities and totals, no invoice number, no tax breakdown — handy for a delivery or consignment partner. An invoice is the numbered, sequential legal document for your books and your customer. See Generate invoices.
Can I fix a typo in a customer's address after the order shipped?
Yes. Open the order and click Edit customer details – you can correct the name and address on any order regardless of status. If a KSeF e-invoice has already been issued for it (Poland), the address is locked instead.
What's next
- Taking bank transfer or cash on delivery? See Accept bank transfer, e-Transfer, and cash on delivery.
- Ready to send an order? See Fulfill and ship an order.
- Need to give money back? See Issue refunds and handle returns.
- Want to look up a buyer? See Manage your customers.
- Taking an order by phone or email? See Create draft orders and invoices.
- Let AI do the digging for you with the AI Assistant.