Orders & fulfillment

Order statuses

• Pending payment — checkout started, payment not confirmed yet.
• Paid — payment confirmed; ready to fulfill.
• Fulfilled — shipped, with tracking recorded.
• Cancelled — payment never arrived, or the order was cancelled manually; stock is automatically returned.
• Refunded — money returned to the customer, partially or in full.

Every status change is recorded on the order's timeline, along with who made it and any note attached — useful for support conversations later.

The Orders list

By default the list is filtered to today — use Clear dates next to the date filters to see every order, or pick your own date range. Filter by status using the count pills above the list, or search by email or order number. From here you can:

• Export the filtered list as CSV.
• Export a courier-ready Excel sheet formatted for your courier's own upload portal.

Creating a draft order

Use Orders → Draft orders when support or sales needs to create an order on a customer's behalf. The secure invoice link converts the draft into a normal order once, then continues through the same payment, inventory, fulfillment, and refund workflow.

Fulfilling an order

Open an order and:

1. Add a fulfillment with a carrier name and tracking number/URL — the customer is emailed automatically.
2. Or book a shipment directly with a connected courier account, if you have one set up.
3. Mark it delivered once the courier confirms, or let tracking sync do it automatically where supported.

Recovering abandoned checkouts

A checkout becomes abandoned after its stock-reservation window expires without an order. Open Orders → Abandoned checkouts to see the last 90 days, including the shopper, item count, potential checkout value, and whether a reminder was sent. Potential value is kept separate from sales — it is never reported as revenue unless the shopper completes an order.

• On Starter and higher plans, an automatic reminder is queued about one hour after an eligible checkout is abandoned.
• You can send or re-send a reminder manually. A new reminder invalidates the older link, so only the latest one works.
• Each email contains a one-time recovery link that restores the saved cart on any device. Only a one-way hash is stored in the commerce database, and the link is consumed as soon as the cart is restored.
• Checkouts without an email stay visible but cannot receive an email reminder.

Refunds

Refunds are issued from the order detail page and go back through the same payment provider the order was paid with. A full refund marks the order Refunded; a partial refund keeps the order in its current status with the refunded amount recorded.

Order numbers

Orders are numbered sequentially per store, starting at #1001. You can add a prefix and/or suffix (e.g. ORD-1001) from Store setup → Order numbering — it applies to every order immediately, including ones placed before you set it.