Every order in your page has a clear story — what was bought, who bought it, whether it was paid, and where it is in the journey to the customer. This guide explains how to read it.
The two statuses to know
Each order has two important statuses, side by side:
- Payment status — whether you have been paid. Values you will see: Pending, Processing, Paid, Failed, Cancelled, Refunded, and Partially Refunded.
- Fulfillment status — whether the customer has what they bought. Values: Unfulfilled, Partial, Fulfilled, Shipped, Delivered, and Returned.
They move independently
You can have a paid order that is not fulfilled yet (customer paid, you have not shipped), or a fulfilled order that has been refunded (a return). Watching both gives you the full picture.
The three order views
The Orders list has three tabs at the top to help you focus on what needs action:
- All — every order, searchable and filterable by status
- Pending — orders that are still in the Pending status and need attention. This includes orders waiting for payment confirmation, orders where a payment failed, and paid orders you have not fulfilled yet.
- Shipping — your shipping workspace for orders that need posting. It has three views: Ready to ship (orders waiting to go out), Shipped (orders already on their way, each with a Track package link), and Delivered (orders that have arrived). It lets you see every shipment at a glance.
Start your day on Pending
Opening the Pending tab each morning surfaces the orders that need you — including any waiting on payment. When you are ready to pack and post, switch to the Shipping tab to work through the ones that are ready to ship.
Reading a single order
- 1
Open an order from the Orders list
Click any row to see the full order page.
- 2
Check what was bought
The order page lists every item, the quantity, the price, and any discounts or taxes that applied.
- 3
Check the customer details
The customer card shows shipping address, billing address, email, and phone — useful before you ship or call.
- 4
Read the order timeline
The timeline card shows the order story end to end — payment received, customer emails sent, fulfillment steps, refunds, and any system events. Use it to answer "what has happened on this order, and when?".
- 5
Resend an email if needed
Click the Send dropdown button (near the top of the order page) to resend any system email the customer may have missed — order confirmation, shipping notification, ticket confirmation, or booking confirmation.
Use the timeline as your paper trail
The order timeline records each meaningful step automatically, so you do not need to keep your own log. If a customer asks "when did you ship my order?", the answer is right there with a timestamp.
Frequently asked questions
What are the Quick actions on the Pending tab?
When you have pending orders, the Pending tab shows a Quick actions panel that moves groups of orders forward in one click. Confirm All Normal marks your normal-priority orders as processing together. Email Urgent Customers sends a quick heads-up email to customers whose orders have been waiting three days or more. Review Failed Payments takes you straight to the orders where a payment did not go through, so you can follow up.
What does Pending payment mean?
The customer started the checkout but the payment has not been confirmed yet. Some payments take a few seconds to clear — if a Pending order stays Pending for hours, contact the customer or check your payment provider for what happened.
What is the difference between Refunded and Partially Refunded?
Refunded means the full order amount went back to the customer. Partially Refunded means you returned some of the money (for example, one line item out of three). The order timeline shows exactly which lines were refunded and when.
Can I edit an order after it is placed?
Items, prices, and totals are locked after payment so the record stays accurate. To change the goods, refund and create a new order. Shipping address corrections should be made before the order is marked as Shipped.
How do I find a specific order?
Use the "Search orders or customers..." box at the top of the Orders list. Search by order number, customer name, or customer email. For product-based searches, use the Products page and click into the product to see its recent sales.