Editing and managing orders

About Orders

An Order is a submitted Checkout. An order can be generated by an admin in the Backoffice, or it can be generated from one of your sales channels including your Eshop. It serves as a proof of sale alongside a corresponding quote or invoice. All orders can be accessed from the Orders menu in the Backoffice.

To lock, invoice, ship or cancel an order, see Locking, invoicing and shipping an order. To refund one, see Refunding an order. Each Order is comprised of multiple properties, details and management tools.

Reading the order header

The top of each order shows where it came from and its numbers:

Origin #PrivateID | #PublicID

• Origin: Shop, Online or Discogs

• Private ID: your order sequence number

• Public ID: the order number on the sales channel, for example Discogs

For example: Shop order #125 | #123456-7890

The header also shows the date and time of creation, the order status and, for Shop orders, the admin who created it.

Which orders you can edit

You can edit items, prices and discounts while an order has the New Order status. A New Order comes from:

• A Shop order (a checkout created in the Backoffice)

• An Online order, if your Eshop lets customers place a basket as a New Order (see below)

Once an order is locked, its items can no longer be changed. See Locking, invoicing and shipping an order.

Letting Eshop customers place a New Order

In Checkout settings, enable Allow basket to be placed as New Order. Customers can then submit their basket without paying, and you can check the items, billing and shipping before sending the invoice.

Adding a discount to the order total

Apply a voucher, a percentage or a fixed amount to the order total. To remove it, click Remove discount. This only works on an unlocked order.

Adding a customer

In the Billing section, search for the customer and add them. Their billing address and shipping address fill in automatically.

To update the customer's details, click their name to open their profile. The changes don't carry over to an open order: remove the customer from the order and add them again.

Recording payments

1. In the Billing section, go to Payment methods › Edit payment methods.

2. Choose the method: cash, card, Stripe, PayPal, cheque, bank transfer or credit note.

3. Click Submit payment. The amount due updates.

You can add several payment methods to one order. To remove one, click Remove in Edit payment methods.

Note: Gift cards can only be applied during checkout.

Discogs orders: Admins must manually fill the payment methods section for Discogs orders. Our API connection has limited access when receiving payment data from Discogs.

Merging orders

You can merge New Orders into the one you're viewing. The Merge option only appears on orders that can be merged.

1. Open the order you want to keep (the primary order).

2. In This order can be merged, select the order to merge into it.

3. Click Merge.

Items from the merged order are added to the primary order. Messages are not. The merged order is archived: to find it, filter the Orders menu by Order status › Merged. The merge is recorded in the primary order's timeline.

Note: Paid, shipped or locked orders can't be merged, and neither can checkouts.

Adding notes

Use the Notes section for internal notes. Only your team sees them, on the order page and in data exports.

Timeline

The timeline, located at the bottom left of an order page is the order's activity log. It records each action taken on the order, along with a timestamp indicating when the action occurred and the associated admin responsible for the action.