Orders (Third Party Store)

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

View Orders

To view your orders:

1. In the side panel of the editor, click eCommerce, and then click Manage Store.
2. Click My Sales, and then click Orders.

Here you can see all of the orders; unfinished, finished, or sent. Use the filters on this page to find or review specific orders.

Order States

Each order has a payment order state and a fulfillment order state.

Awaiting PaymentThe order was placed successfully, but the merchant has not received any funds yet. All the orders placed by offline payment methods (such as phone orders, wire transfer, etc) receive this status by default.PaidThe customer has been fully charged for an order. All successful orders placed using payment gateways such as Authorize.Net, PayPal, Google Wallet (ex-Google Checkout), etc receive this status by default.CanceledThe payment gateway's effort to authorize or charge the customer's credit card has failed and or the merchant has canceled the order.RefundedThe payment for the order has been credited back to the buyer. This only changes the order status in the store. To refund the customer, you need to transfer the appropriate amount to the customer's account from your payment gateway or bank.Awaiting ProcessingDefault fulfillment state for all the new orders.ProcessingOrder is being filled.ShippedOrder has been shipped.DeliveredOrder has been delivered.Will not deliverThe merchant will not ship the items to the customer.ReturnedOrder has been returned to the seller.

Unfinished Sales

The Unfinished Sales page in the store control panel lists all the ordering attempts when the customer did not complete the payment for an order, including scenarios such as:

• Customer leaves the checkout page to go back to the shop to add another item or review their cart.
• Customer changed their mind about making a purchase.

Each line in the unfinished sales table contains a short description of the order (date, total cost, payment method, cart contents), customer email (so you can contact the customer to find out why they haven't finished the order), and the Place this order button. When you click Place this order, the selected order is placed in the regular orders list and is marked with an "Awaiting Payment" status. Next, the customer will receive an order notification, just like for new orders. The store doesn't automatically charge a customer credit card in such a case, so you will need to charge the customer manually. Stock quantities are only decreased as soon as a complete order is assigned an "Awaiting Payment" or "Paid" status.

The store itself does not collect or store money from sales, it helps you sell your products and charge your customers. All sales go directly to your payment gateway's account. You need to contact your payment gateway (for example: PayPal) to have your money transferred to your bank if it is not set up to do so automatically.

Note

If an order was placed using an offline payment method (for example, "Phone ordering" or "Pay by check"), the store creates a new order in the database and stores the customer's data. No actual charges are made, meaning you need to contact your customer for payment.

Order ID

An order ID is assigned to each order to help the merchant distinguish one order from another. It appears on invoices, client notifications, and in the Store's order list. The order ID is generated when the order is placed and is a random 5 character alphanumeric string. For example, 10N87, Y0RZ4, and QR13V are all valid order IDs.

Note

As of November 2021, we have updated the format of order IDs. All Stores created before this date will follow the legacy order ID format where the first order ID starts at 1 and all subsequent order IDs continue in sequential order. For example, the first order will have an order ID of 1, the second order will have an order ID of 2, and so on.

Add Prefix or Suffix

If you have multiple Stores it can be helpful to add a prefix and or suffix to your order ID to help you distinguish between orders from different Stores. The format becomes prefix-orderID-suffix. For example, your order ID could be Petstore-1Y56Z-2021, where “petstore” is the prefix, “1Y56Z” is the order ID, and “2021” is the suffix.

To add a prefix or suffix:

1. In the side panel of the editor, click eCommerce, then click Manage Store.
2. Click Settings, then click the Cart and Checkout tab.
3. Scroll to the Order ID section and click Edit Order ID Format.
4. Add a prefix and suffix.
5. Click Save.

Order ID Troubleshooting

If your Store was created before November 2021, you may notice missing order IDs on the Sales page. For example, if you have an order ID of 10 and the next order ID is 14, but there are no orders with IDs of 11, 12, or 13. This can happen when a customer starts to checkout but does not complete the transaction. When the transaction is not completed, Store creates a hidden, incomplete order that is not displayed in the orders table.

Assign Tracking Number

To assign a tracking number to an order:

1. In the side panel of the editor, click eCommerce, then click Manage Store.
2. Click My Sales, then Orders.
3. Click the Update drop-down menu for the specific order and select Mark as Shipped.
4. Enter the tracking number and click Mark as Shipped.

The tracking code and URL are sent in the customer notification. If your customer does not receive a notification, check if the "Order Shipped" notifications are enabled. You can also modify or translate the text of these notifications.

Note

If you do not see the Mark as Shipped option, it most likely means that the order doesn't have a shipping method assigned, which happens when the ordered items don't require shipping. Each product has a setting "This product requires shipping" on the product page. By default, this setting is enabled for every product. If it's disabled, the product is considered virtual in the store and that is why it doesn't allow assigning a tracking number for the orders.

Enable Shipping Notifications

To enable shipping notifications:

1. In the side panel of the editor, click eCommerce, then click Manage Store.
2. Click Settings, then click Notifications.
3. Turn on the toggle next to Order Shipped.

If necessary, you can check the contents of the notification by clicking Edit. The notification should have this code:

-- Order tracking --

START TRACKING_URL

You can track your order using the following URL:

%trackingURL%

END TRACKING_URL

The order tracking number is %trackingNumber%

When you use user-defined shipping, the store doesn't know which shipping carrier you used so it doesn't include a tracking URL in emails. Only a tracking number is included. To fix this, you need to add the URL to your notification manually.

Replace the code above with this one:

-- Order tracking --

You can track your order using the following URL: http://wwwapps.ups.com/tracking/tracking.cgi

The order tracking number is %trackingNumber%

You can replace the UPS tracking URL in the previous example with any other carrier's URL.

Print Order Invoice

To print an order invoice:

1. In the side panel of the editor, click eCommerce, then click Manage Store.
2. Click My Sales, then click Orders.
3. Click Print Order next to the specific order. Or, use the checkboxes to select multiple orders then click the Bulk Actions drop-down menu and click Print Selected.

Deleted Products

If you have deleted a product from your Store and are no longer selling it, previous orders for the deleted product can still be viewed in the store control panel.

To view deleted product orders:

1. In the side panel of the editor, click eCommerce, and then click Manage Store.
2. Click My Sales, and then click Orders.