Quick answers about reviewing, fulfilling, and managing orders. Everything lives under Store › Sales › Orders.
Where do I see my orders?
Go to Store › Sales › Orders. The list shows every order with its number, date, status, total, origin (where the customer came from), and any shipment tracking.
Tabs at the top let you filter by status: All, Processing, On hold, Cancelled. Use the search and date filters to narrow further.
What do the order statuses mean?
Pending payment. Order placed but payment has not gone through yet. Most common with cash on delivery or manual gateways.
Processing. Payment received. This is your "to do" list, these are the orders to pack and ship.
On hold. Reserved or paused (for example, stock holds, manual review).
Completed. Order shipped and considered done.
Cancelled. Order cancelled, either by you or the customer. Stock is returned.
Refunded. Money returned to the customer in full or in part.
Failed. Payment attempt failed.
How do I fulfill an order?
From Store › Sales › Orders, click the order to open it.
Verify the items, billing address, shipping address, and any FFL information.
Pack and ship.
In the Shipment Tracking box on the right, click Add Tracking Number, paste the tracking number, and save. The customer gets an email with the link.
Change the Status from Processing to Completed and click Update.
The customer gets a status update email automatically.
How do I refund an order?
Open the order.
Scroll to the items list and click Refund at the bottom.
Enter the refund amount per line item, or set a flat total.
Optionally check Refund via payment gateway to push the refund through to the original card. If unchecked, you mark it refunded in the system without returning money (use this only for cash returns and similar offline cases).
Click Refund manually or Refund via [gateway] to confirm.
Partial refunds work the same way, just enter less than the full amount.
How do I cancel an order?
Open the order, change the Status to Cancelled, and click Update. Stock is automatically returned to inventory.
If payment was already captured, refund first using the steps above, then change status.
How do I add a note to an order?
In the Order notes box on the right, type your note and pick:
Private note. Only your team sees it. Use for internal context (for example, "Held until ID verified", "FFL contacted").
Note to customer. The customer gets emailed the note and sees it in their account.
Click Add.
What is the FFL Information section?
For orders with firearm products, this section shows the FFL dealer the customer selected at checkout (name, license number, address, contact). It is your reference for where to ship the firearm.
For non-firearm orders, this section shows "No FFL Information available."
Can I edit an order after it is placed?
Mostly no, by design. Once payment is captured the items, prices, and totals are locked so the financial record stays clean. You can still:
Change the order status.
Edit billing or shipping address (use the pencil icons next to each).
Add notes.
Add a tracking number.
Issue a partial or full refund.
If you need to add or remove items, create a refund for the original and a new order for the corrected version, then contact us if you need help linking them.
What is Order attribution / Origin?
This box tells you where the customer came from before placing the order:
Direct. They typed your URL or used a bookmark.
Source: Newsletter. They clicked a link in a campaign email.
Referral: example.com. They clicked through from another site.
Plus device type and how many pages they viewed before buying. Useful for understanding which marketing efforts drive orders.
What does Customer history show?
The Customer history box (right sidebar) gives you a snapshot of the buyer's relationship with your store: total orders, total revenue, and average order value. Useful for sizing up VIPs and repeat buyers at a glance.
Need more help?
For anything that does not match the steps above, message us in the chat from your admin or open a ticket from Help › Support. Include the order number.