Managing your orders

When a customer order completes the checkout process, their order will appear in your SHOPLINE admin panel Orders page. You will also receive a notification email or mobile push notification. You can also create orders manually in your SHOPLINE admin panel to record orders you’ve made outside of SHOPLINE. 

From your Order page, you can see an overview of all your customers’ orders in your store. Each order row will display details, such as the unique order number, order status, order date, payment status, shipment status, payment method, payment channel, items bought and more. 

On this page, you can process your order: update order statuses, review each order’s details, search for orders, filter them by different categories, update orders and customer information, add a tracking number for shipping, etc.



Table of content



Understanding order statuses

Every order has a payment and fulfilment status. Order statuses can help you decide what actions to take for a particular order, such as whether the order needs to be shipped or refunded.

You can change order statuses anytime. When you update an order status, your customer will automatically receive an email notification with updated order status information.

In SHOPLINE, the following order statuses are used:

Order Status

Status Name

Status Description

Payment Status


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

Shipping Status


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.


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.


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.


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.


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.


All the products in the order have been shipped.



Searching and filtering orders

By default, your order list is organised from newest to oldest. If you have a large number of orders, you can use the search bar to find an order by customer name, email address, order number, product title, SKU or even notes. 

You can also filter your orders by: 

  • Date
  • Payment status
  • Fulfilment status
  • Payment method
  • Products
  • Pickup or delivery date and time
  • Order source (online store, Livestream, message center or POS)

For instance, if you want to reach out to customer to settle their payment before shipping their order, you will need to filter for a list of orders that have not been paid and needs to be shipped. In this case, you can use a filter Unpaid, preparing to ship. 


You can save filter combinations to make the same search much faster in the future. The orders that appear in the saved filter are updated automatically. 




Adding admin order notes

You can add internal notes to orders. These notes can be used for special instructions like preferred delivery date and time. Order notes can also include comments that may help improve processes for your business such as customer feedback or the reason for a refunded or cancelled order. 


The admin notes are visible to staff only, and your customer will not see them. You can search for orders by these notes to make order processing faster.

To add an admin note to an order:

  1. From your SHOPLINE admin, go to Orders.
  2. Click on the order where you want to add an admin note.
  3. Click Edit remarks.
  4. Type your note and click Save.


Updating order and customer information

After an order is placed, you can update any order details. This can be very convenient if, for example, a customer has made a typo when entering their email address during checkout or a customer wants to change or add an item to their order. 

You can edit an order to: 

  • Add and delete items
  • Change the product details (SKU, name, quantity, and price)
  • Edit the customer's address, name and email
  • Add and delete discounts
  • Change shipping costs


Enabling push notifications

You can use the SHOPLINE mobile app to receive push notifications so that you receive an alert on your phone whenever an order is placed in your store. 

To enable push notifications:

  1. From your SHOPLINE admin, go to Settings
  2. Under notifications, New orders you can enter the staff email
  3. Make sure that notifications are enabled for the SHOPLINE app in the main setting of your device (As the store owner, you will automatically receive notifications whenever an order is placed)
  4. [Optional] You also customise the email template for new orders. 



Printing packing list

You might want to print a packing list for your staff to pack a customer’s order for shipment. 

To print packing list:

  1. From your SHOPLINE admin, go to Orders.

  2. Select the order you want to print the packing list.

  3. Click on Export the order and print the packing list.



Printing shipping labels

You might be using your own courier service, and want to print shipping labels. 

To print shipping labels:

  1. From your SHOPLINE admin, go to Orders.

  2. Select the order you want to print shipping labels.

  3. Click on Export the order and print shipping labels.



Exporting orders

To create a sales report, analyze your orders, or just send a list of orders to your employees, you can export order information to a spreadsheet in just a few steps:

  1. From your SHOPLINE admin, go to Orders.

  2. Select the order you want to export.

  3. Click on Export the order report OR Order details.



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