Managing order details

You can view your order's timeline, tag open orders, check order's currency, view payment history, add order notes, and contact your customer.

View an order

1. From your Shopify admin, go to Orders.

2. Click the order number.

The details of the order are displayed.

Note

The number that displays to the right of your Orders tab in the Shopify admin represents your current open orders.

View an order's Timeline

You can view the detailed history of each order in the order's Timeline. You can also enter notes and comments in the Timeline.

You can also do the following from the Timeline:

• communicate with staff
• attach files
• link to other products, orders, and customers

Steps:

Desktop

1. From your Shopify admin, go to Orders.

2. Click the order whose Timeline you want to view.

3. On the order details page, go to the Timeline section.

iPhone

1. From the Shopify app, tap Orders.
2. Tap the order whose Timeline you want to view.
3. On the order details screen, go to the Timeline section.

Android

1. From the Shopify app, tap Orders.
2. Tap the order whose Timeline you want to view.
3. On the order details screen, go to the Timeline section.

For more information, refer to Timeline.

Note

All notes and comments are internal and aren't visible to your customers.

View payment events from the Timeline

When a customer pays for their order, the payment details are noted in the Timeline as a payment event. You can expand payment events for more details. Payment events can be helpful if you need to troubleshoot a failed payment capture or refund.

If your customer didn't complete the checkout, then instead go to the abandoned checkout timeline to view payment events.

Steps:

1. From your Shopify admin, go to Orders.

2. Click an order.

3. On the order details page, go to the Timeline section.

4. Click a payment event.

5. For more details from the payment gateway, click Information from the gateway.

Check an order's currency

If you're selling in multiple currencies, then your orders are displayed in your store currency in the admin. You can preview what the order looks like in your customer's currency.

1. From your Shopify admin, go to Orders.

2. Open an order.

3. In the Paid section, you can view the amount paid in the customer's currency.

4. In the payment section, you'll be able to view the total amount in the customer's currency.

Edit customer information

You can update the customer information that is associated with an order from the Orders page of Shopify.

You might be prompted to modify the order's shipping address when the address provided by the customer can't be validated. An order's billing address can't be modified.

Steps:

Desktop

1. From your Shopify admin, go to Orders.

2. Click the number of the order that you want to update.

3. In the Customer section, click ....

4. Choose one of the following:

   • Edit contact information
   • Edit shipping address

5. Update the relevant fields.

6. Optional: When you're updating the customer's contact information, then you can select the option to Update customer profile so that the new information is saved to the customer's profile.

7. Click Save.

iPhone

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the number of the order that you want to update.
3. In the Customer section, tap ... > Edit shipping details.
4. Update the relevant fields.
5. Tap Save.

Android

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the number of the order that you want to update.
3. In the Customer section, tap ⋮ > Edit shipping details.
4. Update the relevant fields.
5. Tap ✓.

Attach a note or comment to an order

Notes are messages or special instructions that have been included in an order. Comments are for internal communication between staff members.

Add a note

You can add or edit order notes in the Notes section of the order. Customers can also add notes to their order themselves when you have activated order notes in your store.

Desktop

1. From your Shopify admin, go to Orders.

2. Click the order number.

3. In the Notes section, click the pencil icon.

4. Write your note, and then click Save.

iPhone

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the order number.
3. Tap ..., and then tap Add note.
4. Write your note, and then tap Save.

Android

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the order number.
3. Tap ⋮, and then tap Add note.
4. Write your note, and then tap ✓.

Add a comment

You can add internal comments or special instructions to the order using Timeline. Comments added to the Timeline can only be read by you and other staff members.

Desktop

1. From your Shopify admin, go to Orders.

2. Click the order number.

3. In the Timeline section, click into the Leave a comment... text field and enter your comment. You can add emoji, mention a staff member, reference a page, or attach a file as well.

4. Click Post to add the comment.

iPhone

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the order number.
3. In the Timeline section, click into the Leave a comment... text field and enter your comment. You can add emoji, mention a staff member with @, or attach a photo or file by tapping the paperclip icon as well.
4. Tap the paper airplane icon to post the comment.

Android

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the order number.
3. In the Timeline section, click into the Leave a comment... text field and enter your comment. You can add emoji, mention a staff member with @, or attach a photo or file by tapping the paperclip icon as well.
4. Tap the paper airplane icon to post the comment.

Attach an order tag

Tags can help you efficiently categorize and organize your orders based on custom terms you create. To create an order view based on a tag, filter your store's orders by tag and then save the results in the order view. You can use this process to save changes to an existing order view or create a new order view.

Caution

Order tags are limited to 40 characters (letters and numbers) per tag. If you've created an order tag in the past that exceeds 40 characters, then you can't add it again to another order.

Desktop

1. From your Shopify admin, go to Orders.

2. Click the order number.

3. In the Tags section, add new tags or select from existing tags:

   • To add new tags, enter the tag names separated by a comma. For example: urgent, reviewed, wholesale.
   • To select from existing tags, click the pencil icon. Click the tags, then click Done to apply them to the order.

iPhone

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the order number.
3. In the Tags section, add new tags or select from existing tags:
   • To add new tags, tap Add tag and enter the tag names separated by a comma. For example: urgent, reviewed, wholesale.
   • To select from existing tags, tap View all tags, and then tap the tags.
4. Tap Save to apply the tags to the order.

Android

1. From the Shopify app, tap the Orders icon, and then tap All orders.
2. Tap the order number.
3. In the Tags section, tap the list of existing tags. If no tags have been added, then tap No tags added.
4. Apply new or existing tags to the order:
   • To add new tags, tap Add tag and enter the tag names separated by a comma. For example: urgent, reviewed, wholesale.
   • To select from existing tags, tap the tags in the ALL TAGS list.
5. Tap ✓ to apply the tags to the order.

Contact a customer about an order

Shopify stores all your customers' contact information. You can add additional contact information by clicking Edit in the Contact section of the order page and entering the details. If you give customers the option of entering either an email address or a phone number at checkout, then you might only have the contact information that they chose to enter in the Contact section. To contact a customer who chose to enter a phone number, call the number that they entered.

Steps:

Desktop

1. From your Shopify admin, go to Orders.

2. From the Orders page, click the number of an order from the customer that you want to contact.

3. In the Contact section, click the customer's email address.

4. In the Contact customer dialog, enter the message that you want to send.

5. If you want to send a copy of your message to your own email address or the store owner's email, then click the box beside the address that you want to use. For more information on setting your store's email, refer to changing your Shopify email address.

6. Click Review email.

7. Review your email and then click Send notification, or click Back to make any changes.

iPhone

1. From the Shopify app, tap Orders.
2. Tap an order from the customer that you want to contact.
3. In the Contact section, tap one of the icons to contact the customer by email, phone call, or text message.

Android

1. From the Shopify app, tap Orders.
2. Tap an order from the customer that you want to contact.
3. In the Contact section, tap one of the icons to contact the customer by email, phone call, or text message.

Resend an email about an order to a customer or to yourself

1. From your Shopify admin, go to Orders.

2. From the Orders page, click the number of the order.

3. In the Timeline section, click Resend email under the email that you want to send again.

4. In the Resend order confirmation? dialog, select the relevant option:

   • Resend the email to the customer
   • Send the email to yourself. This allows you to get a copy of the email that the customer received.

5. Click Send.

Subscribe to your orders feed

You can track your store's orders using its RSS feed.

Your orders feed URL is:

https://admin.shopify.com/store/shopname/orders.rss

You can find your store's orders feed on the /admin/feed page in your Shopify admin.

Note

This is a protected feed that requires authentication to be read. Archived orders won't display in the feed.

Activate push notifications

iPhone

You can use the Shopify app to activate push notifications so that you receive an alert on your phone whenever an order is placed with your store.

Note

As well as enabling notifications in the Shopify app, you should make sure that notifications are enabled in the main settings of your device.

Steps:

1. From the Shopify app, tap the … button, and then tap Settings.
2. In the App settings section, tap Store notifications.
3. Beside Orders, tap the Push notifications toggle button to activate the option.

Activate the Shopify app badge

If you activate push notifications for orders, then you can also activate the Shopify app badge to see how many open orders you have from your iPhone's home screen.

The Shopify app badge shows the number of open orders for one store only. If you're logged in to more than one account with the Shopify app, then the badge shows the number of open orders for the last account to have the option activated.

Steps:

1. From the Shopify app, tap the … button, and then tap Settings.
2. In the App settings section, tap Notifications.
3. In the Orders section, make sure that push notifications are activated.
4. Activate the Badge app icon option.

Android

You can use the Shopify app to activate push notifications so that you receive an alert on your phone whenever an order is placed with your store.

Note

As well as enabling notifications in the Shopify app, you should make sure that notifications are enabled in the main settings of your device.

Steps:

1. From the Shopify app, tap the … button, and then tap Settings.
2. Tap Notifications.
3. From the Notifications screen, activate the Orders option.
4. Tap the check mark icon to save and return to the Settings screen.

View the order status page of an order

When your customers complete a checkout, they're given a URL to the order status page, which is the final page of the checkout process.

They can track the status of their order on this page, and might contact you if they have questions about their order.

Learn more about the order status page.

Steps:

1. From your Shopify admin, go to Orders.

2. Use the search box to find your customer's order. You can search for the order if you have any of the following information:

   • order number
   • receipt number if the order was created in Shopify POS
   • customer name
   • customer email address

3. Click the order's number to view its details.

4. Click the More actions menu, then click View order status page.

   • You are redirected to the same order status page that your customer can view.