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Orders

The order is automatically created entity after the customer successfully passes the Checkout.

The order contains the following:

  • list of the products
  • customer details
  • information about the selected shipping method
  • order payment details
  • additional data (statuses, comments).

If you make sales outside of Unistore and you want to track the movement of all items in stock and have access to these sales in reports, you can create orders for such sales manually.

Orders page​

Listing​

All the orders are displayed on the Orders page as a table. You can find the following information:

  • Order number
  • Creation date
  • Customer
  • Number of the items in the order
  • Payment status
  • Fulfillment status
  • Total sum of the order

Use the search bar to find orders by number:

Search bar

Filter orders​

By default, the most recent order is at the top of the order list. You can use the filter to find the orders you need easier.

You can filter orders by:

  • Order status
  • Payment status
  • Fulfillment status
  • Creation date
note

If the non-default filtering method is selected, the icon has an indication Non-default indication

Steps:

  1. Select Filter by
  2. Hover the mouse cursor over the required filtering method
  3. From the drop-down list select the value.

Sort orders​

Use the sorting to find the orders you need easier. You can sort orders by:

  • Creation date
  • Total sum of order
  • Payment status
  • Fulfillment status

By default, all the orders are sorted by creation date, newest products are on the top of the list.

note

If the non-default sorting method is selected, the icon has an indication Non-default indication

Steps:

  1. Select Sort by
  2. Hover the mouse cursor over the required sorting method
  3. From the drop-down list select the value

Export orders​

Steps:

  1. In the admin interface, go to Orders
  2. Select Export
info

Exporting orders is available in desktop and tablet view.

  1. In the pop-up, select radio button to choose orders to be exported into CSV file:
  • all orders
  • orders listed on the current page
  • selected orders (pre-mark the checkboxes for the orders you want to export)
  • orders created within selected period (select Date field to choose date or period)
tip

To choose a single date, select it twice (as for start and end day of period).

  1. Select Export
  2. After your file was exported, close the pop-up window
info

Depending on the size of the file, we can send the link to the file to your account email. Preparing the file may take some time.

Order statuses​

Each order has three independent statuses:

  • Order status
  • Payment status
  • Fulfillment status

Order status​

Order statuses are:

  • Draft
  • Active
  • Archived

Draft. The manually created order with at least one product added. Such orders with Draft status label are not displayed in the statistics on the dashboard, are not reflected in the Sales report, and could be deleted completely from the store. Draft status can only be changed to Active after order is marked as Paid. It is not possible to change an order status back to Draft, or to archive orders in Draft status.

Active. An order that is in neither Draft nor Archived status. You can change order status from Active to Archived and back.

Archived. An order that has both payment status and fulfillment status, and which is hidden from the list of orders. Use the filter by order status to display archived orders. You can change order status from Active to Archived and back.

Payment status​

You can change payment status of the order by performing the actions with the it. You can confirm receiving of the payment for the order, initiate a full or partial refund to the customer, or cancel the order and return all or part of the goods to the stock.

Responses from the payment system are used to automatically change payment statuses.

The payment statuses are the following:

  • Undefined status image Undefined
  • Pending status image Pending
  • Paid status image Paid
  • Partially refunded status image Partially refunded
  • Refunded status image Refunded
  • Canceled status image Canceled

Undefined. The order has Draft status but it is still not connected to the payment system.

Pending. The transaction is being processing, the funds have not yet been transferred to your account. You can change this status to Paid or to Canceled manually.

Paid. Payment for the order was received in the whole amount. In such an order, you cannot delete items or change their quantity. You can change this status to Refund, Partially refund manually.

Partially refunded. A partial return of the money was made. Note, that you can initiate a partial refund as many times as you need, as long as the full amount of the order is not refunded. You can choose whether or not to return the items back to the stock. The status can be changed to Refund manually.

Refunded. The full amount of the order was returned to the buyer. You can choose whether or not to return the items back to the stock. You cannot change the Refunded status to any other status.

Canceled. The order has been cancelled by you or the customer, or rejected by the payment gateway. You cannot edit the order or change its status.

info

You can only cancel an unpaid order. For paid orders, you need to make a refund.

Fulfillment status​

The fulfillment status shows whether the order has been sent to the customer or not.

The fulfillment statuses are the following:

  • Unfulfilled The delivery process has not yet been started
  • Fulfilled The ordered goods were transferred to the delivery service

Create order​

note

Manually created orders are not linked to the payment system, so their payment statuses should also be changed manually.

tip

Before you create an order, make sure that the products for that order already exist.

Steps:

  1. Select Create Order
  2. If your store has several currencies, in the pop-up window, select radio button to choose order currency
info

The currencies listed are the currencies you added in the Currencies section of the Settings. Make sure that the customer have prices for the products in the currency of their country.

  1. Select Add
  2. Select Add Customer
  3. In the sidebar, select Existing tab to choose an existing customer. To create a new customer, select New tab, and enter the customer email
  4. In the sidebar, select Add
  5. Select Add shipping address
  6. In the sidebar, fill in address fields, if you want to add new address, or select Available tab and select radio button to choose address
info

The address added at the New tab is used only once for the current order and is not added to the list of customer shipping addresses.

  1. If needed, unmark the checkbox Billing address is the same
info

Billing address could be used by the companies, if they request the receipt for the purchase to this address.

  1. Select Add
  2. Select Add Products
info

Only products with Active status are displayed in Add products pop-up.

  1. Mark checkboxes for products you want to add
tip

Use the search bar to find the products and their variants by name.

  1. Select Add
  2. If you added physical products, in the Delivery options block, select radio button to choose one of them for this order
tip

If Delivery options block does not appear, your store do not have any delivery option for the specified shipping address. Add a region with a delivery option or change the shipping address.

  1. Correct Shipping cost if necessary
tip

The shipping cost is the price of the selected delivery option, which is displayed in the Payment info block.

  1. Select Save
info

You can save an unpaid order in Draft status if at least one product is added to it. Edit order to change its status to Paid.

Edit order​

This paragraph describes how to remove items from the order, change order's delivery status, issue partial and full refunds, get an invoice, and cancel or delete an order completely.

To edit an order go to Orders page and select an order you want to change.

warning

There are some restrictions for changing an order's status from one to another. For more information please explore Order statuses.

The order edition window contains tabs: Details and Timeline, Actions menu, and the button for printing the receipt.

Details​

This tab contains order information about customer and their shipping and billing addresses, information about payments made, and products added.

Delete product from order​

If a customer has asked you to remove a product from the order, or if you need to do it yourself for some reason, it is much more convenient to remove the product from the order in Draft status than to use the Refund feature later.

An order from which all products have been removed changes its status to Canceled.

note

You can delete products only from the orders in Draft status.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to change
  3. Select Delete for the product you want to delete
  4. In the pop-up window, select Delete

Timeline​

The Timeline displays records of all events and comments related to this order.

All records of actions with an order are saved with the date and time (in the store's timezone).

The manual action records, such as manual order creation, refund issue, change of a status, or order cancellation, contain also an email and avatar (if set) of the store staff who performed the action.

Comment​

You can add to the Timeline any important information about order as comment.

There could be:

  • Comments on order products
  • Useful links
  • Details on refund
  • Additional customer's address or phone for delivery
  • Comments on chosen delivery service or payment method
  • Any kind of notifications for you and your store staff
info

Customers do not have access to order comments. This is internal store information.

Records of order events are arranged in the Timeline by date. Records of the most recent events are on the top of the Timeline.

Add comment​
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You can add a comment up to 256 symbols.

You can minimize comment field by selecting Hide comment field above it.

To add comment to the Timeline:

  1. In the admin interface, go to Orders
  2. Select the order you want to change
  3. Select Timeline tab
  4. Select Add comment
  5. Write a comment
  6. Select Add
Delete comment​

To delete comment from the Timeline:

  1. In the admin interface, go to Orders
  2. Select the order you want to change
  3. Select Timeline tab
  4. Select Comment menu button to the right of the comment text
  5. Select Delete
warning

After the next step comment will be deleted forever. This action cannot be canceled.

  1. In the pop-up window, select Delete

Actions​

Use the Action drop-down menu to change the payment or fulfillment status of an order.

The selection of the following actions changes the payment status of the order:

  • Mark order as Paid
  • Get link for online payment (the payment status changes after the customer follows the link and pays for the order)
  • Issue refund
  • Cancel order
  • Delete order (only for the orders in Draft status)

The selection of the following actions changes the fulfillment status of the order:

  • Mark order as Unfulfilled
  • Mark order as Fulfilled

Change payment status (Mark order as Paid)​

Use this action to mark the receiving of the payment from the customer.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to change
  3. Select Actions
  4. From the drop-down list, select Mark order as Paid
  5. Select Continue
info

If an order has digital products only when you mark it as Paid, the products will be automatically sent to a customer email. The order fulfillment status will be changed automatically to Fulfilled.

Use this action to generate payment link for the customer.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to get link for
  3. Select Actions
  4. From the drop-down list, select Get link for online payment
  5. Use a link copied to the buffer
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The link leads to the Checkout step.

Issue refund​

If you return the full amount of the order to the customer, the order is marked as Refunded. If you refund a part of the order amount, the order is marked as Partially refunded.

note

You can keep issuing refunds on the order until the total amount of refunds equals the total amount of the order.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to refund
  3. Select Actions
  4. From the drop-down list, select Issue refund
  5. Mark checkboxes for the products you want to issue a refund or / and change Refund amount if needed
  6. Select Refund
  7. In the pop-up window, mark checkbox if you want to return products back to stock and select Confirm
  8. Select Close

Cancel order​

note

You can only cancel orders in the Pending status. For paid orders, you need to make a refund.

If the customer has paid for the order, but the order is still in Pending status, the you can cancel such an order. In this case, the money will be returned back to the customer's bank account.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to change
  3. Select Actions
  4. From the drop-down list, select Cancel payment status
  5. In the pop-up window, mark checkbox if you want to return products back to stock and select Confirm

Delete order​

note

You can only delete the orders in the Draft status.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to delete
  3. Select Actions
  4. From the drop-down list, select Delete order
  5. Select Delete
tip

Order can also be deleted from listing using Delete icon.

Change fulfillment status (Mark order as ...)​

note

Fulfillment statuses are changed only manually.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to change
  3. Select Actions
  4. From the drop-down list, select the right fulfillment status
  5. Select Confirm

Print page​

You can print the basic order details (or save a file of them to your device for later use).

info

When generating order page for printing, information from Timeline tab is not displayed.

Steps:

  1. In the admin interface, go to Orders
  2. Select the order you want to print information for
tip

You can print information for order in any status except for Draft.

  1. Select Print page