Guide to processing orders

The backend of SHOPLINE orders is divided into two sections: Orders and Abandoned orders

Table of content

 


 

Order List

In the Orders section, you will see the Order list. Order information will be displayed except for Unpaid Online Payment Orders (which are archived by default).

For unpaid online payment orders, you can view them in the Abandoned Orders section and send recall notices to buyers. Learn more about Abandoned Checkouts.

 


 

Order filtering

In the drop-down filter, you can use the search bar above the order list to filter orders by customer name, email, address, order number, order status, tag, SKU, and more.

For example, you need to view all orders placed with a specific email address: 

  1. From your SHOPLINE admin, go to Orders
  2. Enter the email of the customer whose order you want to find:

    Order_Feature_Introduction_-_1.png

  3. You will be able to view all orders placed by this customer:

    Order_Feature_Introduction_-_2.png

  4. You can apply multiple filters at once to narrow down further the orders displayed in your list. For example, if you want to see orders placed by a particular customer that has not yet been paid for, click Payment status and select Unpaid.

    Order_Feature_Introduction_-_3.png

  5. For more focused filtering, you can use the "more filters" button.

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Orders statuses

Order Status

Status Name

Status Description

Payment Status

Processing

The initial status of the order indicates that the order can be processed and edited. 

Shipping Status

Cancelled

After the shop cancels the order, the order's status will be changed to cancel.

Cancelled orders can no longer be paid or shipped, but the money paid by the buyer can still be refunded.

Archived

The store can archive completed orders, which the orders will be hidden.

You can select a filter to view archived orders, then unarchive them to make them visible once more.

Unpaid

The payment status is when the buyer’s payment for the order has not been received.

Partially Paid

When the shop edits the order, and the new order amount is greater than the buyer's payment amount, the order's payment status will change to partially paid.

The business can confirm whether the buyer has paid the price difference offline and then modify the partial payment status to paid. This will synchronously update the buyer's payment amount to the latest order amount.

Paid

The buyer’s payment has been received for the order successfully.

Partially Refunded

The order has been refunded, but the payment from the buyer has not been refunded in full.

Refunded

The order has been refunded, and the payment from the buyer has been refunded in full.

Shipping Status

Pending Shipment

All of the products in the order have not been shipped.

Partially Shipped

A few products from the order have been shipped.

Shipped

All the products in the order have been shipped.

 


 

Modify Payment Status

The payment status of a group of orders can be changed to paid in the order list, or the payment status of a single order can be changed to paid in the order details.

 

You can change the status of an order. To change the status of the order, you will need to log in to your SHOPLINE account to change the order status.

To change the order status in your store:

  1. From your SHOPLINE admin, go to Orders.
  2. Click on an order you want to make changes to.
  3. Click on Mark as paid.

    Order_Feature_Introduction_-_5.png

Status Name

Description

Unpaid

1. Only orders with custom payment and COD orders can be modified to be Paid on the backend. The payment status of orders paid online cannot be changed manually. 

2. When the order is in unpaid status, the refund initiated by the store will not be supported. 

Paid

You can modify the order to Paid, but the payment status cannot be changed back to Unpaid.

Partial Payment

It can be changed to Paid, and the buyer’s payment for the order will be updated to the current order amount.

Partially Refunded

1. Refunds can be initiated in the cases of Paid, Partially Paid and Partially Refunded.

2. When an order is refunded, and the sum of the previous refunds is less than the buyer's payment amount (indicating the buyer's payment has not been fully returned), the payment status of the order will be a partial refund.

3. When an order is refunded, the store cannot change the payment status to Unpaid or Paid.

Refunded

1. When you have refunded the buyer’s payment in full, the order’s payment status will change to "Refunded".

2. When the payment status of an order is "Refunded", you cannot continue to initiate a refund.

3. The payment status for orders with a "Refunded" status cannot be edited.

 


 

Updating order shipment status

You can ship a single unshipped item in order details.

For example, if you use your own delivery courier, you can manually update the order shipping status.

  1. From your SHOPLINE admin, go to Orders.
  2. Click on an order you want to update the shipping status.
  3. Click on Mark as shipped.

    Order_Feature_Introduction_-_6.png


 

Cancelling an order

You can cancel an order from your SHOPLINE admin. Once you cancel an order, the customer gets an email notification.

To cancel an order:

  1. From your SHOPLINE admin, go to Orders.
  2. Find the order that needs to be cancelled.
  3. Click the More options icon and cancel the shipment. 

    Order_Feature_Introduction_-_7.png


 

Adding tracking numbers to orders

You can assign tracking numbers to orders so that your customer can get real-time updates about their purchases on the carrier’s website. You can assign a tracking number manually by updating the tracking number.

To add a tracking number to an order:

  1. From your SHOPLINE admin, go to Orders.

  2. Find the order you want to assign the tracking number.

  3. Click Update.

    Order_Feature_Introduction_-_8.png


 

Adding tracking numbers to multiple orders

You can assign tracking numbers to multiple orders but using the Update tracking number button. You can edit and update the information, such as the tracking number of shipped packages in the exported table before uploading again. 

To add tracking numbers to multiple orders.

  1. From your SHOPLINE admin, go to Orders.
  2. Export shipping orders.
  3. Modify and add tracking number.
  4. Reupload CSV file.

    Order_Feature_Introduction_-_9.png


 

Order refund

You give a customer a full or partial refund for an order. To actually refund the payment, you will need to log in to your SHOPLINE account to issue a refund from there. 

To mark an order as a refund:

  1. From your SHOPLINE admin, go to Orders.
  2. Find the order that you want to refund

  3. Click on Refund and enter the refund amount. For a Partial refund, you can enter the amount you want to refund. The customer will receive a notification about the changed order status in their inbox.

    Order_Feature_Introduction_-_10.png

    If you issue a refund using SHOPLINE payment, Paypal, or Stripe, your store will automatically reflect the refunded status for the respective order on your Order detail page.

 


 

Order return

You can create a return order from an existing order that has been fulfilled and have not yet been refuned. 

To create a return order:

  1. From your SHOPLINE admin, go to Orders.
  2. Find the orders that you want to refund.
  3. Click on return items.
  4. Enter the return information.
  5. [optional] Key in tracking number, logistic service provider and return note.

    Order_Feature_Introduction_-_11.png


 

Order archive

Besides refunding and cancelling an order, you can also Archive it from your store. Thus the info about this order will be archived from your SHOPLINE order details page.

To delete an order in your SHOPLINE store:

  1. From your SHOPLINE admin, go to Orders.
  2. Select the orders you want to archive.
  3. After selecting the orders, you can click on Archive order.

    Order_Feature_Introduction_-_12.png

    If you wish to retrieve your archived orders, you can restore them. Go to Orders > More filter > Select the orders you want to unarchive > more operations > Cancel archiving orders.



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