Orders
How an order moves from checkout to paid, sent and done, what each payment, sending and MAM status means, and how to find an order and read its history.
How-to guide4 min read
Every order has a number, such as NW1042: your order prefix from Settings and a number that goes up by one. Customers see it in their emails and on their order page. Everyone in your team can see orders. Editors and Admins can work on them; refunds are for Admins.
Find an order
Orders lists orders, newest first, with the customer, the total and three statuses: payment, sending and MAM. Choose a view:
- All
- Unpaid: open orders waiting for a card payment, with a failed payment, or on invoice and not yet paid
- To send: open orders that are paid or on invoice and not fully sent
- MAM: orders queued for MAM, being sent, held or that MAM didn't take
- Cancelled
Search by order or invoice number, name, email, company or MAM document number. The list shows the newest 300; search to find older orders.
Payment
| Status | What it means |
|---|---|
| Waiting for payment | The shopper is paying with Stripe. Stock is set aside for them. |
| Paid | Stripe took the payment. |
| Payment failed | Stripe declined the payment. The shopper can try again from the same checkout. |
| On invoice | A company ordered on invoice terms. The invoice is due on its due date. Invoice overdue shows once that date has passed. |
| Partly refunded | Some of the money went back. |
| Refunded | All of it went back. |
An order counts as placed once it is paid or on invoice. Only then does the customer get a confirmation, your team get a notification and stock stay taken for good. A card payment that isn't finished within the time your shop holds stock for, 15 minutes unless you change it in Shop settings, is cancelled by itself, with the history saying so, and its stock comes back.
If a payment shows as paid in Stripe but not here, it usually catches up by itself: Commerce Orbit hears from Stripe straight away, asks Stripe every minute about orders still waiting, once more before cancelling an unpaid one, and whenever the customer opens their order page.
Sending
| Status | What it means |
|---|---|
| To send | Nothing has gone out yet. |
| Partly sent | Some items have gone out. |
| Sent | Everything that wasn't refunded has gone out. |
| Cancelled | The order was cancelled. |
See Send orders and add tracking.
MAM
When the MAM integration is on, each placed order also shows how far it got into MAM:
BO1042.| Status | What it means |
|---|---|
| Queued | Waiting to be sent, usually within a minute. If MAM can't be reached, it waits until it can. |
| Sending | On its way now. |
| In MAM | MAM took it. The badge shows MAM's document number, such as BO1042. |
| Held | Not sent, because something is missing, such as a MAM part number. |
| Failed | MAM refused it, or didn't take it after 10 tries. |
An empty MAM column means the order isn't sent to MAM. See The MAM integration and MAM troubleshooting.
On the order page
Each order shows its lines with SKU and quantity, the prices charged, the discount, shipping, VAT by rate, the customer and company, the delivery address and how the order is delivered. The prices on an order never change afterwards, even if you change the product.
From there you can:
- Mark as sent, with tracking. See Send orders and add tracking.
- Refund or Cancel order. See Refunds and cancellations.
- Mark the invoice as paid on an order on invoice. See Invoices.
- Email the customer with one of your templates. See Emails to customers.
- download the invoice or receipt as a PDF
- send it to MAM again, or record that it was entered in MAM by hand
- write a Note for your team. Customers never see notes.
History
Each order keeps a history of what happened, when and who did it: checkout, how the price was set for a company with a MAM account, payment received or failed, the invoice, sending and tracking, refunds, disputes, cancellation, emails your team sent, notes and every step towards MAM.
Two entries need a look from you:
- Payment amount differs: Stripe took a different amount from the order total. Check the payment in Stripe.
- Paid after it was cancelled: the payment arrived after the order was cancelled. Refund it in Stripe.
When a customer disputes a card payment, the history says so, Admins and Editors get a notification, and you answer the dispute in your Stripe Dashboard.
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