Notes and timeline on an order

Every order has two places to write. Comments in the Timeline are visible to staff only. The order's note can also be seen by the customer.

The Timeline also records when the order was created, every status change, who made it and why, so your whole team can see how far the order has come.

Write an internal comment

1. Open the order.
2. Scroll down to the Timeline card.
3. Enter your text in the Leave an internal comment field.
4. Click Post.

Only you and your store’s other staff can see the comment. Each comment can be up to 2000 characters. On a computer, the card is in the left column below the totals. On a phone, it is at the bottom of the page.

Edit or delete a comment

You can only edit and delete your own comments. A comment can only be edited within 5 minutes of posting.

1. On your comment, click the three-dot icon Comment actions.
2. Select Edit comment.
3. Change the text.
4. Click Save.

To delete, select Delete comment in step 2, then click Delete comment to confirm. You can’t get a deleted comment back.

Edit the order note

1. Open the order.
2. Find the Notes field. On a computer, it sits next to the totals. On a phone, it is below the Customer card.
3. Change the text.
4. Click Update.

The note can be up to 500 characters. The Update button can only be clicked once the text has changed.

Read the order’s history

The Timeline card lists the newest entries first, grouped by day. Each entry tells you:

• Where the order came from, for example the online store or point of sale.
• Every change to the order status, fulfillment, shipping and payment.
• When a tracking number was added, changed or removed.
• The reason you entered when you cancelled or put the order on hold.
• Who did it: a staff member, the customer, a carrier, a payment gateway or the system.

For an order with a very large number of entries, the card shows only the most recent ones.

Frequently asked questions