Managing your orders

Also in this section

• Pending payments from additional providers

Besides fulfilling orders and taking payment, you can tag open orders, add notes to them, review the order's Timeline, or follow up with the 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

When a number appears to the right of your Orders tab in the Shopify admin, it 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, scroll 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, scroll down 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, scroll down to the Timeline section.

For more information, refer to Timeline.

Note

All notes and comments are internal and are not 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 history to view payment events.

Steps:

1. From your Shopify admin, go to Orders.

2. Click an order.

3. On the order details page, scroll 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.

Add tags or notes, or edit an order

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

Steps:

Desktop

1. From your Shopify admin, go to Orders.

2. Click the number of the order that you want to update. You can make the following changes:

   • Edit customer information
   • Add or remove order notes or tags

Edit customer information {#edit_order_customer}

1. Click Edit next to the customer information on the order screen.

2. Make any required changes.

3. After you're done, click Save or Apply changes.

Note

An order's billing address, line items, or order total cannot be modified. If a customer changes their mind about their order, then you can fulfill only part of the order or partially refund it.

Attach an internal note to an order

You can add a notes, comments, or special instructions to your order using Timeline.

Attach an order tag

You can organize your orders beyond whether they're captured, paid, and fulfilled by adding tags. You can filter orders by tag, and then save as an order view so that you can quickly access those orders in the future. Refer to Save changes to the current view or Create a new view.

1. From your Shopify admin, go to Orders.

2. Enter the tag names separated by a comma. For example, Urgent, reviewed, wholesale. Order tags are limited to 40 characters (letters and numbers) per tag.

3. To select from previously used tags, click View all tags. Click the tags that you want to add, then click Apply changes to apply them to the order.

4. Click Save.

Caution

If you've created an order tag in the past that exceeds 40 characters, then you can't add it again to another order.

iPhone

1. From the Shopify app, tap Orders.

2. From the Orders screen, tap the order that you want to update. You can make the following changes:

   • Edit shipping information
   • Add or remove order notes
   • Add or remove order tags

Edit shipping information

1. In the SHIPPING ADDRESS section, tap Edit.

2. On the Edit shipping address screen, make any necessary changes to the customer's shipping information. You can edit the following information:

   • The customer's first and last name.
   • Each line of the customer's shipping address.
   • The customer's phone number.
   • The customer's email address.

3. When you're done, tap Save.

Attach an internal note to an order

1. From the order details screen, tap the ... button.

2. Tap Add note.

3. On the Add note screen, enter your order note, and then tap Save.

   The order details screen updates to show your note.

Attach an order tag

1. From the order details screen, tap Add tag.

2. Enter the name of a tag. As you type, Shopify suggests existing tags. If you see the tag that you want to use, then tap it.

3. When you've added your order tags, tap Done.

Android

1. From the Shopify app, tap Orders.

2. From the Orders screen, tap the number of the order that you want to update. You can make the following changes:

   • Edit shipping information
   • Add or remove order notes
   • Add or remove order tags

Edit shipping information

1. In the SHIPPING AND BILLING ADDRESS section, tap the pencil icon.

2. On the Edit shipping details screen, make any necessary changes to the customer's information. You can edit the following information:

   • The customer's first and last name.
   • Each line of the customer's shipping address.
   • The customer's phone number.
   • The customer's email address.

3. When you're done, tap the check mark to save your changes.

Attach an internal note to an order

1. From the order details screen, tap the ⋮ button.

2. Tap Add note.

3. From the Order note screen, enter your order note, and then tap the check mark to save and return to the order details screen.

   The order details screen updates to show your note.

Attach an order tag

1. From the order details screen, tap Add tag.

2. Enter the name of a tag. As you type, Shopify suggests existing tags. If you see the tag that you want to use, then tap it.

3. When you've added your order tags, tap Done.

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 an email address or phone number at checkout, then you might only see 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. On the order details screen, tap the customer's name to see their customer profile.

4. 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. On the order details screen, tap the customer's name to see their customer profile.

4. 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

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, click Send.

Subscribe to your orders feed

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

Your orders feed URL is:

https://shopname.myshopify.com/admin/feed/orders.xml

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

Note

This is a protected feed. It requires authentication to be read.

Enable push notifications

iPhone

You can use the Shopify app to enable 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 Store, and then tap Settings.
2. Under App settings, tap Store notifications.
3. Beside Orders, tap the Push notifications toggle button to enable the option.

Enable the Shopify app badge

If you enable push notifications for orders, then you can also enable 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 enabled.

Steps:

1. From the Shopify app, tap Store, and then tap Settings.

2. Under App settings, tap Notifications.

3. Under Orders, make sure that push notifications are enabled.

4. Enable the Badge app icon option.

Android

You can use the Shopify app to enable 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 Store, and then tap Settings.

2. Tap Notifications.

3. From the Notifications screen, enable the Orders option.

4. Tap the check mark 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.