Managing orders

This article describes how to manage orders. To start managing orders, go to Sales > Orders.

You manage orders by:

• changing statuses of an order, or in item inside the order
• commenting on orders (comments can be viewed by other Sales team members)
• updating internal custom order reference

Prerequisites

The instuctions assume that there is an existing order with the Payment pending status.

Changing Order Statuses

To change the status of an order:

1. In the List of orders, click View next to the order you want to change the status of. You are taken to the View Order: [order ID] page.
2. In the Trigger all matching states section, click pay. The page refreshes to show the message about successful status change. In the Trigger all matching states section, you can see the ship button.
3. Repeat step 2 until you get the desired order status.

To change the status of the items in a shipment:

1. In the List of orders, click View next to the order owing the items you want to change the status of. You are taken to the View Order: [order ID] page.
2. Scroll down to the desired shipment.
3. Select the checkbox next to the products you want to change the status of.
4. In the Trigger all matching states of order inside this shipment section, click pay. The page refreshes to show the message about successful status change. In the Trigger all matching states of order inside this shipment section of the modified shipment, you can see the ship button.
5. Repeat step 4 until you get the desired shipment status.

To change the status of an item:

1. In the List of orders, click View next to the order owing the items you want to change the status of. You are taken to the View Order: [order ID] page.
2. Scroll down to the desired item.
3. In the Trigger event column next to the desired product, click pay. The page refreshes to show the message about successful status change. In the Trigger event column next to the product, you can see the ship button.

Tips and tricks To change the status of all the items inside a shipment at once, click pay in the Trigger all matching states of order inside this shipment section of the corresponding shipment.

To learn more about order statuses, see Orders: Reference Information.

The order statuses you set here do not always have the same wording on the Storefront. For details on how you can display custom names for statuses on the Storefront, see HowTo - Display Custom Names for Order Item States on the Storefront.

Creating Returns

If a sales order item is returnable, you can create a return for it. Keep in mind, that you can create returns as for the registered, so also for the guest users. Creating a return from the Back Office is the only way for the guest users to return an order.

To create a return:

1. On the View Order: [Order ID] page, click Return in the top right corner. This opens the Create Return page.
2. On the Create Return page, select the items you want to return and optionally the return reason for the items.

3. Click Create return. This creates the return and takes you to the Overview of Return [Return reference] page, where you can change the return states. See Return Item States: Reference Information for details on the return states you can trigger.

Viewing the Returns for Orders

If returns have been created for an order, they are displayed on the View Order: [Order ID] page in the Returns section.

To view details on a return, click View in the Actions column of the Returns table. This takes you to the Overview of Return: [Return ID] page. See Managing Returns for information on how you can manage the returns on this page.

Editing a Custom Order Reference

To edit a custom order reference:

1. In the List of orders, click View next to the order you want to update the custom order reference of.
2. In the Custom Order Reference section of the View Order: [Order ID] page, click Edit Reference.
3. Update the custom order reference.
4. Click Save.

Tips and tricks To remove the custom order reference, clear the Custom Order Reference field and click Save.

Claiming Orders

To claim an order:

1. On the Overview of Orders page, click Claim next to the order you want to create a reclamation for.
2. On the Create reclamation page, select one or more products you want to create the reclamation for.
3. Click Create Reclamation. The page refreshes to show the success message about reclamation creation.

Tips and tricks Claiming an order does not change the status of the order or the items inside the order. When a reclamation is created, a sales team member processes the order manually.

Commenting Orders

To comment an order:

1. Click View next to the order you want to comment.
2. On the View Order: [Order ID] page, scroll down to the Comments section.
3. Enter the comment in the Message field.
4. Click Send Message. The page refreshes to show the success message about comment creation. Your message is displayed in the Comments section.

Tips and tricks

• To send an email to a customer, on the Overview of Orders page, click the hyperlinked customer email in the Email column.
• To view customer details:
  • On the Overview of Orders page, click the hyperlinked customer name in the Customer Full Name column.
  • On the View Order page, scroll down to the Customer section and click the hyperlinked Reference.

Editing a Billing Address

To edit a billing address:

1. Click View next to the order you want to edit the billing address of.

2. On the View Order page, scroll down to the Customer section.

3. Under the Billing address, click Edit. The Edit Address for Order page opens.
   

4. Make the updates and click Save.

Next Steps

• To learn how you can manage the created returns, see Managing Returns.
• See Orders: Reference Information to learn about the attributes used to manage orders.