HelpProcess your first order
Every order goes through the same sequence. You confirm the order, ship the goods, record when the customer has received them and paid, then complete the order.
This article walks through one cash on delivery (COD) order from start to finish. Every step you take is recorded in the order's Timeline.
Open a new order
- Go to Orders.
- Click the order number in the Order column.
A new order has the statuses Pending and Pending payment. The status buttons are at the top of the page and at the bottom of each card. On a phone, the buttons at the top are gathered under the vertical three-dot icon More actions.
Confirm the order
- Check the products, shipping address and shipping fee.
- Click Confirm order at the top of the page.
The order changes to Confirmed.
Start processing
- Click Start processing at the top of the page.
The order changes to Processing. The order must be at this status before it can be completed.
Ship the goods
If you send the goods yourself through a carrier:
- Pack the goods.
- On the Shipping card, click Mark as shipped. If the card has two Mark as shipped buttons, click the left one.
- Enter the Carrier.
- Enter the Tracking number.
- Click Mark as shipped.
The order is marked Fulfilled and Shipped. The goods in the order are deducted from physical stock. See also Mark an order as shipped when you deliver it yourself.
Mark as delivered
- When the customer has received the goods, click Mark as delivered on the Shipping card.
- Click Mark as delivered to confirm.
Record the money you collected
For a COD order, you record this after you receive the money from the carrier or from the customer.
- On the Payment card, click Mark as paid.
- Click Mark as paid to confirm.
Complete the order
The Complete button appears when the order is Processing, delivered and paid.
- Click Complete at the top of the page.
- Click Complete order.
The order changes to Completed and can’t be changed anymore. If your store has review requests turned on, the customer gets an email a few days later inviting them to review the product.
Frequently asked questions
Why don't I see the Confirm order button?
A prepaid order, for example a bank transfer, must be marked as paid before you can confirm it. Check your bank account, then click Mark as paid on the Payment card. If the order is On hold, click Resume processing first.
I clicked the wrong step. Can I go back?
Usually not. Most order statuses only move forward and never go back. That is why steps like Mark as fulfilled, Mark as delivered, Mark as paid and Complete order ask you to confirm before they save.
Does the customer get emails about their order?
Yes, if the order has the customer's email. The customer gets an email when they place the order, when the order ships and when it is delivered.
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