Order Management

The order management system provides complete control over order processing, tracking, and fulfillment from initial placement through completion.

Overview

Shofy's order management includes:

• Order listing & search - View all orders with filtering and search capabilities
• Order details - Complete order information with products, customer data, shipping, and payment
• Status management - Track order progression through lifecycle stages
• Order history - Detailed timeline of all order activities
• Communication - Email notifications and order notes
• Financial actions - Refunds, payment confirmation, and adjustments

Accessing Orders

Navigate to Ecommerce -> Orders in the admin panel.

The orders table displays:

• Order code
• Customer name
• Products count
• Order amount
• Payment method & status
• Order status
• Creation date
• Actions (View/Edit/Delete)

Search & Filter

Search orders by:

• Order code
• Customer name
• Customer email
• Customer phone
• Product SKU

Filter by:

• Order status
• Payment status
• Shipping status
• Date range

Order Statuses

Order Status Lifecycle

Status	Description	Badge Color
Pending	Order placed, awaiting confirmation	Yellow (warning)
Processing	Order confirmed, being prepared	Blue (info)
Completed	Order fulfilled and delivered	Green (success)
Canceled	Order canceled by admin or customer	Red (danger)
Partial Returned	Some items returned	Red (danger)
Returned	All items returned	Red (danger)

Shipping Status

Status	Description
Not Approved	Shipment pending approval
Approved	Shipment approved, not yet prepared
Pending	Awaiting shipment preparation
Arrange Shipment	Preparing shipment
Ready to be Shipped Out	Ready for pickup/dispatch
Picking	Items being picked from warehouse
Delay Picking	Picking delayed
Picked	Items picked, ready to ship
Not Picked	Items could not be picked
Delivering	In transit to customer
Delivered	Successfully delivered
Not Delivered	Delivery failed
Audited	Delivery audited/verified
Canceled	Shipment canceled

Payment Status

Status	Description
Pending	Payment not yet received
Completed	Payment received successfully
Refunding	Refund in progress
Refunded	Refund completed
Failed	Payment failed
Fraud	Fraudulent payment detected
Canceled	Payment canceled

Order Details View

Information Sections

Order Information

• Order code
• Order date
• Order status
• Payment method
• Payment status
• Shipping method
• Amount breakdown (subtotal, tax, shipping, discount, total)

Customer Information

• Name, email, phone
• Shipping address
• Billing address (if different)
• Customer order history

Products

• Product name with SKU
• Product options/variations
• Quantity ordered
• Price per item
• Subtotal

Shipping Information

• Shipping address (editable)
• Shipping method
• Tracking number (if available)
• Shipment status

Payment Information

• Payment method
• Transaction ID
• Payment amount
• Refund details (if any)

Tax Information (if provided)

• Company tax code
• Company name
• Company address
• Company email

Managing Orders

Confirming Orders

For pending orders:

1. Review order details
2. Click Confirm button
3. System updates status to "Processing"
4. Confirmation email sent to customer

TIP

Orders created from admin panel are automatically confirmed.

Updating Order Status

To change order status:

1. Open order details
2. Select new status from dropdown
3. Click Save
4. Status change logged in order history

WARNING

Some status changes have restrictions. For example, you cannot change a completed order back to pending.

Confirming Payment

For orders with pending payment:

1. Click Confirm Payment button
2. Payment status changes to "Completed"
3. If order status is pending, it changes to "Processing"
4. Payment confirmation logged in history

Creating Shipments

To send order to shipping:

1. Open order details
2. Click Create Shipment button
3. Fill shipment form:
   • Select shipping method
   • Choose store location (pickup point)
   • Enter shipping notes
   • Set COD amount (if applicable)
4. Click Create Shipment
5. Order status updates to "Processing"
6. Shipment status set to "Delivering"

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An order can only have one shipment. Once created, you can cancel it or update its status.

Canceling Shipments

To cancel a shipment:

1. Open order with active shipment
2. Click Cancel Shipment
3. Confirm cancellation
4. Shipment status changes to "Canceled"

Canceling Orders

Orders can be canceled if:

• Order status is "Pending" or "Processing"
• Shipment is not yet dispatched (status allows cancellation)

To cancel an order:

1. Open order details
2. Click Cancel Order button
3. Select cancellation reason:
   • Customer request
   • Out of stock
   • Fraudulent order
   • Duplicate order
   • Payment issues
   • Other (requires description)
4. Enter additional notes (optional)
5. Click Confirm
6. Order status changes to "Canceled"
7. Product quantities restored to inventory
8. Cancellation email sent to customer

Cancellation Restrictions

You cannot cancel orders that are:

• Already completed
• Already canceled
• In advanced shipping stages (delivered, not delivered)

Processing Refunds

To refund an order:

1. Open order details
2. Scroll to Refund section
3. Select products to refund with quantities
4. Enter refund amount (cannot exceed paid amount minus previous refunds)
5. Add refund note explaining reason
6. Click Refund
7. System processes refund:
   • Payment status updates (to "Refunded" if full refund)
   • Product quantities restored to inventory
   • Refund recorded in payment metadata
   • Refund history entry created

Online Refunds

For payment methods that support online refunds (Stripe, PayPal, etc.), refunds are processed automatically through the payment gateway.

Partial vs Full Refunds

• Partial refund: Some items or amount refunded, payment status remains "Completed"
• Full refund: Entire order refunded, payment status changes to "Refunded"

Editing Shipping Address

To update shipping address:

1. Open order details
2. Click Edit icon next to shipping address
3. Update address fields
4. Click Save
5. Address updated, change logged in history

WARNING

Cannot edit addresses for canceled orders.

Editing Tax Information

For orders with tax information:

1. Click Edit icon next to tax information
2. Update:
   • Company tax code
   • Company name
   • Company address
   • Company email
3. Click Save

Adding Order Notes

To add private notes to an order:

1. Scroll to Notes section
2. Enter note text
3. Click Save

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Order notes are private and only visible to admin users. They are not sent to customers.

Order History Timeline

Every order maintains a complete history of activities:

• Order creation
• Status changes
• Payment confirmations
• Shipment creation
• Cancellations
• Refunds
• Address updates
• Email notifications sent

Each history entry shows:

• Action performed
• Description
• User who performed the action (if applicable)
• Timestamp

Email Notifications

The system automatically sends emails for:

• Order confirmation - Sent when order is created or confirmed
• Order status updates - Sent when order status changes
• Shipment notifications - Sent when shipment is created
• Cancellation notice - Sent when order is canceled
• Refund confirmation - Sent when refund is processed

Resending Confirmation Email

To resend order confirmation:

1. Open order details
2. Click Resend confirmation email button
3. Email sent to customer's email address

Creating Orders from Admin

To create new orders manually:

1. Click Create button in orders list
2. Search and add products
3. Enter customer information or select existing customer
4. Apply discount/coupon (optional)
5. Select shipping method
6. Choose payment method and status
7. Enter order notes (optional)
8. Click Create Order

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Orders created from admin are marked as confirmed automatically.

Reordering

To create a new order based on an existing one:

1. Open order details
2. Click Reorder button
3. System pre-fills form with:
   • Same products
   • Same customer
   • Same quantities
4. Modify as needed
5. Create the new order

Incomplete Orders

Incomplete orders are orders that:

• Were created but not finished (payment pending)
• User abandoned checkout before completing payment

Navigate to Ecommerce -> Incomplete Orders to view these.

Marking as Completed

To complete an incomplete order:

1. Open incomplete order
2. Click Mark as Completed
3. Select payment method
4. Set payment status
5. Enter transaction ID (optional)
6. Click Confirm
7. Order moves to regular orders list

Sending Recovery Email

To remind customer to complete their order:

1. Open incomplete order
2. Click Send Recovery Email
3. Email sent with cart contents and checkout link

Invoice Management

Generating Invoices

Invoices can be generated:

• Automatically - When order is completed (configurable)
• Manually - By clicking "Generate Invoice" on order details

To manually generate invoice:

1. Open order details
2. Click Generate Invoice button
3. Invoice created and linked to order

Viewing & Downloading Invoices

Once generated, invoice actions appear:

• View - Opens invoice in browser
• Download - Downloads PDF file
• Print - Opens print dialog

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Configure invoice settings at Ecommerce -> Settings -> Invoice.

Payment Proof

For payment methods that support payment proof (bank transfer, cash on delivery):

Customers can upload proof of payment (receipt, transaction screenshot).

To download proof:

1. Open order with uploaded proof
2. Click Download Proof button
3. File downloaded to your computer

Advanced Features

Bulk Actions

Select multiple orders and:

• Delete orders (if deletion is enabled)
• Export selected orders

Export Orders

Export order data to CSV/Excel:

1. Click Export button
2. Choose date range and filters
3. Select export format
4. Download file

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Export includes all order details, products, customer info, and amounts.

Webhooks

Configure webhooks to send order data to external systems:

Navigate to Ecommerce -> Settings -> Webhooks

Configuration

Order Settings

Configure order behavior at Ecommerce -> Settings -> Orders:

Setting	Description
Order code prefix	Prefix for order codes (e.g., "ORD-")
Order code suffix	Suffix for order codes
Minimum order amount	Minimum cart total to place order
Enable order deletion	Allow admins to delete orders
Invoice generation	Auto-generate invoices when order is completed
Disable invoice until confirmed	Hide invoice until order is confirmed
Order tracking via phone/email	Choose identifier for order tracking

Troubleshooting

Order Not Found

If customer cannot find their order:

1. Search by email or phone
2. Check incomplete orders
3. Verify order was actually created (check payment logs)

Payment Not Reflecting

If payment is made but status shows pending:

1. Check payment gateway logs
2. Verify transaction in payment gateway dashboard
3. Manually confirm payment if verified

Stock Not Restored After Cancellation

If inventory is not updated after canceling an order:

1. Check if product has "Manage stock" enabled
2. Verify cancellation was successful in order history
3. Manually adjust stock if needed

Cannot Cancel Order

If cancel button is disabled:

• Order may be completed already
• Shipment may be delivered
• Order may already be canceled
• Check order and shipment status

Best Practices

1. Process orders promptly - Confirm and ship orders quickly to improve customer satisfaction

2. Keep customers informed - Update order status regularly, send tracking information

3. Double-check before canceling - Cancellation restocks inventory and may trigger automated refunds

4. Document refunds clearly - Always add detailed refund notes for future reference

5. Monitor incomplete orders - Follow up with customers who abandoned checkout

6. Use order notes - Document any special handling or issues for team reference

7. Verify addresses - Review shipping addresses before creating shipments to avoid delivery issues

8. Track metrics - Monitor order volume, cancellation rates, and refund patterns