Order workflow and processing
When a customer places an order, a sales order is created as a temporary record of the transaction. In the Orders grid, sales orders initially have a status of “Pending,” and can be canceled at any time until the payment is processed. After payment is confirmed, the order can be invoiced and shipped.
Step 1: Place Order - The checkout process begins when the shopper clicks Go to Checkout on the shopping cart page or reorders directly from their customer account.
Step 2: Order Pending - The initial sales order status is Pending. In this state, the payment has not been processed and the order can still be edited or canceled. This state occurs when the payment method is configured for authorization mode.
Step 3: Receive Payment - The order status changes to Processing when payment is received or authorized. Depending on the payment method, you might receive notification when the transaction is authorized or processed. This state occurs automatically when the payment method is configured for capture or intent sale mode.
Step 4: Invoice Order - An order is typically invoiced after payment is received. The payment method determines which invoicing options are needed for the order. After the invoice is generated and submitted, a copy is sent to the customer. If the payment method is configured with the capture or intent sale payment action, an invoice is generated automatically when payment is authorized and captured.
Gift Card, Store Credit, Reward Points, or other offline payment methods.Step 5: Book a Single Shipment - The order status changes to Complete when the shipment detail is complete, the shipment is booked, and shipping is set. The shipping requirement is met with a printed packing slip and shipping label or the Notify Ready for Pickup is selected (in-store delivery method). The customer receives notification and the package is shipped. If tracking numbers are used, the shipment can be tracked from the customer’s account.
View an order
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On the Admin sidebar, go to Sales > Operations > Orders.
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Find the order in the grid.
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In the Action column, click View.
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Check order status:
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Pendingorder can be modified, put on hold, canceled, or invoiced and shipped. -
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Processingorder can no longer be substantially edited or canceled, but the billing and shipping address can be edited. -
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Completedorder can be reordered.
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The customer’s email may be edited at any point in the order workflow by editing the customer. The email cannot be edited if the order was placed by a guest.
The left panel for an open order provides access to different types of information that is related to the order.
Process an order
When a customer places an order, a sales order is created as a temporary record of the transaction. The sales order has a status of Pending until payment is received. While in Pending status, orders can be edited or canceled up until the time that payment is received and an invoice is generated. An easy way to think of it is that orders become invoices, and invoices become shipments. The Orders grid lists all orders, regardless of where they are in the workflow. To learn how to help customers with an order, see Update an order.
To open a Pending order, click Edit in the upper-right corner.
Pending status. The Edit button is not visible for orders in a different status or for orders that are based on a negotiated quote.
Review the following sections in the sales order, using the field descriptions for reference.
Order view descriptions
Button bar
On Hold. To release the hold on the sales order, choose Unhold.Processing, or orders that are based on negotiated quotes.Cancel an order
You can cancel orders that are not yet invoiced. A credit memo must be issued if a customer wants to cancel an order after it is invoiced (payment is captured).
If an order is Pending or Processing and the payment is not captured or not entirely captured, you can void the order instead of canceling it.
To restore a canceled order, click the Reorder button and a new order is created with the status Pending.
Void an order
Only sales orders that are not invoiced, have a status of Processing, and a payment integration setting of Authorize, can be voided. After you void an order, you can cancel it.
Order and Account Information
Order information
Account information
Address Information
Payment & Shipping Method
Review items ordered
In the Order Total section, do the following:
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Enter a Comment to include with the order.
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If you want to email the comment to the customer, select the Notify Customer by Email checkbox.
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If you want the comment to be visible in the customer account, select the Visible on Storefront checkbox.
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If you are ready to invoice the order, click Invoice and follow the instructions to create an invoice.
Items Ordered
OrderedNotes for this Order
Notify Customer by Email - Select the checkbox if you want to send the comment to the customer as a separate email.
Visible on Storefront - Select the checkbox if you want the comment to be visible from the customer’s account.
Submit Comment - Submits the comment and sends by email, if applicable.
Order Totals
Order processing demo
Watch this video and learn more about order processing and status:
