Fulfil, refund and cancel store orders
Work through orders: mark offline payments as paid, ship with a tracking number, refund and cancel.
The written steps below are complete. The Video script tab shows exactly what the video will cover.
Every order has two states: whether it is paid, and whether it has been sent. The order page has one action for each thing that can happen to an order.
By the end you can
- Find the orders that need action
- Mark an order paid and shipped
- Refund or cancel an order
Screens used
Steps
- 1
Open Orders
On: /store/ordersOpen Store and choose Orders. Filter by To fulfill, Awaiting payment, Paid, Fulfilled, Refunded or Cancelled.
You should see: A table with Order, Placed, Buyer, Items, Payment, Fulfillment and Total.
- 2
Open an order
On: Order pageOpen an order to see the buyer, the items, the Subtotal, Shipping and Total, and a Timeline of what has happened.
You should see: The order page.
- 3
Mark an offline payment as paid
On: Order pageFor an order settled on WhatsApp, by UPI, in cash or by bank transfer, press Mark as paid. It sends the receipt and posts the sale to your books.
You should see: The order's payment shows as paid.
- 4
Ship it
On: Order pageUnder Mark shipped add the Tracking number (optional) and Carrier (optional), then press Fulfill order. The buyer is emailed their tracking link.
You should see: The order moves out of To fulfill.
- 5
Refund
On: Order pageUnder Refund enter the amount and a Reason (optional). Tick Restock items for a full refund where the goods come back. Press Issue refund. It tries the payment gateway first, and is recorded on the order either way.
You should see: The order shows the refunded amount.
- 6
Cancel an unpaid order
On: Order pageFor an order that was never paid press Cancel order, then Cancel & restock.
You should see: The order is cancelled and its items go back into stock.
Tips
- You can download the order's invoice as a PDF from the order page.
- Orders that arrived by WhatsApp show the buyer's phone only.
Troubleshooting
- Items did not go back into stock after a refund.
- Stock is restored only for a full refund with the restock box ticked. After a partial refund, correct the stock by hand.
- "No orders match this filter."
- Change the filter above the table to show all orders.
One row per shot, in the same order as the guide. Estimated length 2:24, recorded signed in as Owner. Use made-up data only. How to record
Say: Fulfil, refund and cancel store orders. Work through orders: mark offline payments as paid, ship with a tracking number, refund and cancel.
Hold until you see: Lesson title on screen for three seconds.
Say: Open Store and choose Orders. Filter by To fulfill, Awaiting payment, Paid, Fulfilled, Refunded or Cancelled.
Hold until you see: A table with Order, Placed, Buyer, Items, Payment, Fulfillment and Total.
Say: Open an order to see the buyer, the items, the Subtotal, Shipping and Total, and a Timeline of what has happened.
Hold until you see: The order page.
Say: For an order settled on WhatsApp, by UPI, in cash or by bank transfer, press Mark as paid. It sends the receipt and posts the sale to your books.
Hold until you see: The order's payment shows as paid.
Say: Under Mark shipped add the Tracking number (optional) and Carrier (optional), then press Fulfill order. The buyer is emailed their tracking link.
Hold until you see: The order moves out of To fulfill.
Say: Under Refund enter the amount and a Reason (optional). Tick Restock items for a full refund where the goods come back. Press Issue refund. It tries the payment gateway first, and is recorded on the order either way.
Hold until you see: The order shows the refunded amount.
Say: For an order that was never paid press Cancel order, then Cancel & restock.
Hold until you see: The order is cancelled and its items go back into stock.
Say: That is fulfil, refund and cancel store orders. The written steps are on this lesson's page in the ItzSEO course.
Hold until you see: End card with the lesson link.
Mark it complete to keep your place in the course.
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