Finding and reading your orders

Every other article about orders sends you to the same two screens: the Orders list and a single order's page. This one is a map of both.

Opening the Orders page

Orders opens on To Ship, not on All. These are the orders waiting for you, so they are the first thing you see. Everything else is one tab or one search away.

The tabs

• All: every paid order.
• To Ship: paid orders that are Awaiting Shipment or Awaiting Collection.
• Shipped: orders that are in transit.
• Completed: delivered orders.
• Refund requests: orders where a refund has been asked for and is still open.
• Cancelled: cancelled orders.

Only To Ship and Shipped show a count beside the name.

If an order you expect is missing, check whether the buyer finished paying. An abandoned or failed checkout does not appear in Orders at all. Cancelled orders are the one exception, and they show whatever their payment state was.

How a tab is grouped

Inside a tab, orders sit in bands by status. To Ship has an Awaiting Shipment band and an Awaiting Collection band. Each band shows how many orders it holds, and a click folds it away. Newest orders come first.

A row shows the order number, the first product's photo and name (with "+N more" when there are several), the courier, the number of items, the total and the date. On a computer the row's buttons appear when you hover over it. On a phone they are always there. They show only when they apply: Arrange, the print label button, Track and Cancel. Printing a label is in printing the label and cancelling is in cancelling and refunding.

Tick several Awaiting Shipment orders and Arrange batch shipment (n) appears at the bottom. Domestic and international orders cannot share a batch, so the other kind greys out once you tick the first.

Searching

The box reads Search order no, name or email. It searches the tab you are on.

The order number works on any order, and any part of the number will do. Name and email are different: they only find orders whose buyer details are still visible. Once an order has shipped, its details are hidden (more on that below), so searching a buyer's name will not find it. For shipped and delivered orders, search by order number.

If nothing matches, you see No orders match your filters and a Clear filters button. A store with no orders yet shows No orders yet. Orders appear once customers check out.

The order page

Click a row to open the order. The top bar shows Orders, then the order number. The buttons there appear only when they apply: Arrange Shipment, the print label button, Track, Send review request, and a menu with Cancel order. Cancel is for the store owner, and only before the courier has the parcel.

Send review request emails the buyer asking for a review. The owner can send it once per order, on a delivered order that is eligible. Otherwise the button is greyed out and hovering shows why, or a Review request sent chip shows once it has gone.

Under the top bar you see the order date, the status, and a timeline: Placed, Paid, Shipped, Delivered, Settled. A cancelled order's timeline stops at Cancelled. What each step means is in what happens after an order comes in.

Then, down the page:

• Order Items: photo, name, variant, quantity, line price and price each, then the order totals. A free item from a buy-and-get-free discount shows FREE with the original price struck through.
• Shipment: courier, service, AWB number and a Track parcel link. If no courier was booked, it says so.
• Cancellation: on a cancelled order only, with Cancelled by and the reason.

The right column holds Earnings and Deliver to. Before the order settles, Earnings says the fees are worked out when it settles. Once it does, it shows what the buyer paid and You earn. The figures are explained in what the four numbers on your Finance page mean.

Deliver to shows the buyer's name, phone and email, then the address. If the parcel goes to someone else, such as a gift, their name and phone are printed above the address. For a self-collect order the card reads Collecting from and shows your pickup address.

Why buyer details are hidden after shipping

Once a parcel has shipped, or the order is cancelled, the buyer's name, email and phone are partly hidden. You see the first and last letter of the name, the first letter of the email before the @, and the last two digits of the phone. The address lines stay as they were.

Once the parcel is with the courier, you no longer need the buyer's contact details to fulfil the order, so they are not kept on screen. The card says so in an amber note: Customer name, email, and phone are masked once a parcel has shipped or the order is cancelled. It is not a fault.

One exception: while a bank dispute on the order is open, the details show again so you can reach the buyer. They hide again when the dispute closes.

Common questions

I searched a buyer's name and the order is not there.

Name and email only match orders whose details are still visible. Search by order number instead.

Where did the order go that a buyer says they paid for?

Orders only lists paid orders. If payment did not finish, the order is not shown.

I need to reach a buyer after their parcel shipped.

The card says to contact support.

A staff member sees "You do not have access to this order".

Order access is set per staff member. See adding someone else to your shop.

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