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The Order Management system provides comprehensive tools for processing customer orders from placement through fulfillment, including advanced features for returns, claims, and customer service.

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Order List Overview

The order list provides a real-time view of all orders:
  • Order Number: Unique display ID for easy reference
  • Customer Information: Name, email, and account link
  • Order Date: When the order was placed
  • Shipping Address: Delivery destination
  • Order Status: Current order state
  • Order Total: Total amount with currency
  • Quick Actions: Edit, fulfill, create claims/returns

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Order Status Types

Pending

Order placed, awaiting payment confirmation or processing

Requires Action

Order needs attention - payment issue, inventory problem, or verification needed

Completed

Order fully processed, paid, and fulfilled

Archived

Historical order no longer active

Canceled

Order canceled by customer or admin

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Order Details

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Customer Information

Billing Address:
  • Full name
  • Company (if applicable)
  • Street address
  • City, province/state, postal code
  • Phone number
Shipping Address:
  • Delivery recipient name
  • Complete shipping address
  • Contact phone number
  • Special delivery instructions
Customer Account:
  • Customer profile link
  • Order history
  • Account status
  • Preferred contact method

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Order Items

Each order displays line items with:
  • Product Details: Title, variant, SKU
  • Quantity: Items ordered
  • Unit Price: Price per item
  • Total: Line item total
  • Thumbnail: Product image
  • Status: Fulfilled, returned, swapped, canceled quantities

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Order Totals

Breakdown of order financial details: 
{
  subtotal: "$89.99",    // Sum of line items
  shipping: "$12.00",    // Shipping costs
  tax: "$10.20",         // Calculated tax
  discount: "-$15.00",   // Applied discounts
  total: "$97.19"        // Final amount
}

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Order Processing Workflow

1

Order Received

Customer places order through storefront or admin creates manual order.
2

Payment Processing

Payment is authorized and captured through configured payment provider.
3

Inventory Allocation

Stock is reserved for the order items from available inventory.
4

Order Fulfillment

Items are picked, packed, and shipped from warehouse or location.
5

Shipping Notification

Customer receives tracking information and shipping updates.
6

Order Completion

Order marked complete when customer receives items.

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Fulfillment Management

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Creating a Fulfillment

1

Open Order Details

Navigate to the order you want to fulfill.
2

Select Items to Fulfill

Choose which line items to include in this fulfillment (supports partial fulfillment).
3

Choose Fulfillment Location

Select the warehouse or location fulfilling the order.
4

Add Shipping Information

Enter tracking number, carrier, and shipping service details.
5

Notify Customer

Optionally send fulfillment notification email with tracking link.
6

Complete Fulfillment

Confirm and create the fulfillment record.

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Fulfillment Status

Track fulfillment progress:
  • Not Fulfilled: No items shipped yet
  • Partially Fulfilled: Some items shipped, others pending
  • Fulfilled: All items shipped
  • Returned: Items returned by customer
  • Canceled: Fulfillment canceled

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Shipping Labels

Generate shipping labels through integrated providers: 
{
  carrier: "USPS",
  service: "Priority Mail",
  trackingNumber: "9400111899223344556677",
  trackingUrl: "https://tools.usps.com/go/TrackConfirm...",
  labelUrl: "https://shippo.com/labels/abc123.pdf"
}

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Payment Management

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Payment Sessions

Orders can have multiple payment attempts:
  • Pending: Payment initiated but not confirmed
  • Authorized: Payment approved but not captured
  • Captured: Funds transferred to merchant account
  • Canceled: Payment canceled or voided

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Capturing Payments

1

Review Order

Verify order details and confirm it’s ready to fulfill.
2

Capture Payment

Click “Capture Payment” to charge the customer’s payment method.
3

Confirm Capture

Verify capture succeeded and amount matches order total.
Once a payment is captured, it cannot be uncaptured. You can only refund if needed.

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Processing Refunds

Refund payments for returns or cancellations:
1

Navigate to Order

Open the order requiring a refund.
2

Select Refund Amount

Choose full or partial refund amount.
3

Process Refund

Submit refund through payment provider.
4

Verify Refund

Confirm refund processed successfully.
Refund processing times vary by payment provider:
  • Credit cards: 5-10 business days
  • PayPal: 1-3 business days
  • Bank transfers: 3-5 business days

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Returns Management

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Creating a Return

1

Initiate Return

Click “Start Return” from the order details page.
2

Select Items

Choose which items the customer is returning.
3

Specify Quantities

Enter the quantity of each item being returned.
4

Add Return Reason

Select from predefined reasons or add custom note.
5

Configure Refund

Set refund amount (can be different from order total).
6

Create Return

Submit return and notify customer of next steps.

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Return Reasons

Common return reasons:
  • Wrong Size: Item doesn’t fit as expected
  • Wrong Color: Color differs from images
  • Defective: Product damaged or defective
  • Changed Mind: Customer no longer wants item
  • Wrong Item: Received incorrect product
  • Not as Described: Product doesn’t match description
  • Other: Custom reason specified

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Return Status Tracking

Requested

Customer requested return, awaiting approval or shipping

Received

Return received at warehouse, ready for processing

Requires Action

Return needs inspection or decision

Canceled

Return request canceled

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Return Processing Workflow

  1. Receive Return Items: Customer ships items back
  2. Inspect Condition: Verify items match return request
  3. Update Inventory: Return items to stock if resellable
  4. Process Refund: Issue refund to customer
  5. Close Return: Mark return as complete

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Claims Management

Handle customer claims for missing, wrong, or damaged items.

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Claim Types

Replace: Customer wants replacement item sent Refund: Customer wants money back

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Creating a Claim

1

Start Claim

Click “Start Claim” from the order actions menu.
2

Select Claim Type

Choose between replacement or refund claim.
3

Add Claim Items

Select affected items and specify quantities.
4

Specify Claim Reason

Choose from: Missing Item, Wrong Item, Production Failure, or Other.
5

Upload Evidence

Add photos or documentation supporting the claim.
6

Add Tags

Tag claim with categories for tracking (e.g., “quality”, “shipping damage”).
7

Create Additional Items

For replacement claims, select replacement items to send.
8

Submit Claim

Process claim and notify customer of resolution.

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Claim Reasons

Item was not included in the package. Requires investigation of packing process.
Customer received different item than ordered. May require return of wrong item.
Product has manufacturing defect or quality issue.
Custom reason for unique situations.

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Claim Images

Upload supporting documentation:
  • Product photos showing damage
  • Packaging condition
  • Labels or tags
  • Comparison with product images
Claim images help verify issues and can be used for insurance or carrier disputes.

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Order Timeline & Events

All order actions are tracked in the order timeline:
  • Order Placed: Initial order creation
  • Payment Authorized: Payment approved
  • Payment Captured: Funds collected
  • Items Fulfilled: Fulfillment created
  • Shipped: Tracking information added
  • Return Created: Return request initiated
  • Claim Filed: Customer claim opened
  • Refund Issued: Money returned to customer
  • Order Edited: Changes made to order
  • Status Updated: Order status changed
Each event includes:
  • Timestamp
  • User who performed action
  • Detailed description
  • Related entities (payments, fulfillments, etc.)

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Manual Orders

Create orders directly from the admin:
1

Click Create Order

Start new order from the orders list.
2

Select or Create Customer

Choose existing customer or create new profile.
3

Add Products

Search and add products to the order.
4

Configure Pricing

Adjust prices if needed for special cases.
5

Add Shipping Address

Enter delivery address information.
6

Add Billing Address

Enter billing information.
7

Choose Shipping Method

Select shipping option and calculate cost.
8

Apply Discounts

Add any applicable discount codes.
9

Select Payment Method

Choose how order will be paid (existing payment or manual).
10

Create Order

Submit order for processing.

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Draft Orders

Create draft orders for quotes or later processing:
  • Build order without immediate payment
  • Send payment link to customer
  • Convert to order when ready
  • Edit freely before finalization
  • Set expiration dates for quotes

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Best Practices

  • Process orders promptly within 24 hours
  • Verify addresses before fulfillment
  • Capture payments before shipping
  • Send tracking information immediately
  • Monitor for fraud indicators
  • Send order confirmations immediately
  • Provide tracking updates proactively
  • Respond to inquiries within 24 hours
  • Set clear expectations for delivery times
  • Follow up after delivery
  • Make return process easy for customers
  • Inspect returned items promptly
  • Process refunds within committed timeframe
  • Document claim evidence thoroughly
  • Use data to identify quality issues
  • Reserve inventory when orders are placed
  • Update stock after fulfillment
  • Return items to stock after inspection
  • Track inventory movements accurately
  • Monitor for overselling

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Troubleshooting

Payment capture fails
  • Verify payment method is still valid
  • Check for sufficient funds
  • Review payment provider status
  • Contact customer for alternative payment
Fulfillment issues
  • Confirm inventory is available
  • Verify shipping address is complete
  • Check carrier service availability
  • Review location stock levels
Return not processing
  • Ensure return items match order
  • Verify refund amount is correct
  • Check payment provider refund limits
  • Review return status and history
Tracking not updating
  • Verify tracking number is correct
  • Check carrier website directly
  • Allow 24-48 hours for initial scan
  • Contact carrier for package location

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