Orders

What this does

Every order your store has taken, searchable, with the full history of one order on its own page: what was bought, what was paid, what has shipped, and everything anyone has done to it.

Before you start

Nothing.

Steps

1. Open Orders. The counts across the top — waiting to ship, awaiting payment, in transit, payment failed — are the state of the store right now, and each one opens the orders behind it.
2. Pick a view: To fulfil, Payment review, Awaiting payment, Shipped, Abandoned or Refunded. Each is a question merchants open this page to ask; All is everything, newest first. The two status menus underneath make any other combination.
3. Search an exact order number or a complete customer email address.
4. Select an order to open it. From the order you can edit what is on it, refund it, record a refund made elsewhere, open a return, add an internal note, re-send an email, or move fulfilment along.

Working on several orders at once

Tick orders in the list and a bar appears at the foot of the page:

• Ship: labels and shipping list opens the selected orders as one packing run.
• Export as CSV downloads what you ticked. Export CSV in the header downloads everything matching your current filter instead, not just the page you are looking at.
• Start fulfilment and Confirm carrier handoff move the whole batch one step. There is deliberately no button that goes from unfulfilled to shipped in one move: processing, packed and handoff are attested separately. You are asked once for the evidence and it is recorded against every order in the batch.
• Cancel orders stops the ones that can be stopped and says plainly how many were left as they were.

An order in the wrong state for an action is a refusal, not a failure. Torva tells you how many stayed put rather than pretending they moved.

Payments a customer sends themselves

If you take Zelle, Cash App or Venmo, Waiting for payment sits above the list: who owes what, how long they have waited, and any notification that matches the amount. Check the app, then Mark paid — that confirms it and frees the order for fulfilment. Never arrived gives up on it. Nothing marks one of these paid on its own, because a screenshot is not proof that money cleared.

What happens next

An order's payment status and fulfilment status move independently, because they are different facts. An order can be paid and unfulfilled, or shipped and partially refunded.

Unpaid card checkouts are released after 2 hours: Torva cancels the order and puts its stock back, marked Checkout abandoned: card never paid, stock released, and never does this to Zelle, Cash App, Venmo or hand-made orders.

Editing an order that has already been paid changes what it is worth. Torva says so on the order — either an amount still owed or an amount overpaid — rather than quietly letting the figures disagree.

Common problems

I cannot edit this order. Once a parcel is with the carrier, what was in it is a matter of record and the lines are locked.

Cancelling an order did not restock it. Eligible stock holds are released on cancellation, but stock already shipped is not. Adjust inventory by hand if something came back.

An internal note is not showing to the customer. Internal notes are for your team and never appear to anyone else. That is deliberate.