# Orders

The orders board and list, stages and tags, quick actions, everything inside an order and the page your buyer sees.

For: Everyone handling orders

## The board and the list

Orders, under Shop, opens on a board: one column per stage, starting with To pack, Packed and Sent, plus Refunded and cancelled, and Awaiting payment for checkouts not yet paid. Each card shows the reference, total, buyer, payment status, any discount code, how long ago it was placed and its dispatch date.

List shows the same orders as a table with tick boxes. Search by name or email, and filter by payment status, stage, tag and the dates placed. Export CSV downloads the orders for a spreadsheet.

Walkthrough: The orders board (The orders board)

1. **Board or list**: The board shows your stages as columns; the list lets you tick orders.
2. **A column per stage**: Paid orders start in the first one.
3. **An order card**: Reference, total, buyer, payment status, any code, and when it should go.
4. **Search and filters**: By name or email, payment status, stage, tag and dates.
5. **Awaiting payment**: Checkouts not yet paid. They are cancelled by themselves if never paid.
6. **Export CSV**: The orders as a spreadsheet.

Note: A payment that is never finished is cancelled by itself, so Awaiting payment empties without any help.

## Stages and tags

Stages are your own workflow. Paid orders start in the first stage, and each stage is either still being worked on or sends the order; the one that sends records the sent date and emails the tracking link. Each stage can email the customer: switch those emails on and change their words on the Order emails page.

Tags are labels to sort and filter by, such as Gift or Trade, each with a colour. An order can carry several, and tags never email anyone.

Walkthrough: Stages and tags (The orders board)

1. **Stages**: Your own workflow. One stage sends the order and emails the tracking link.
2. **Tags**: Labels such as Gift or Trade, to sort and filter by. They never email anyone.

1. Choose Stages above the board to rename, reorder, colour or add stages.
2. Choose Tags to add the labels you sort by.
3. Move an order by right-clicking its card, or from inside the order.

## Right-click and bulk actions

Right-click any card or row, or use its more button, for the quick actions: Open, Move to stage, Add tracking, Print a packing slip, despatch note or invoice, Add tag, Copy order reference, Email the customer and Refund.

In the list, tick orders to change many at once: Move to stage, Add tag, Remove tag, Print packing slips and Print despatch notes. Only paid orders move stage; the others stay as they were, and the message says so.

Walkthrough: Quick and bulk actions (The orders board, then The orders list with orders ticked)

1. **Right-click an order**: Move, track, print, tag, copy, email or refund without opening it.
2. **Tick orders in the list**: Or tick every order shown at once.
3. **Move to stage**: Paid orders move; others stay as they were.
4. **Print for the packing bench**: Packing slips and despatch notes for every ticked order, in one PDF.

## Inside an order

Opening an order shows its payment status, stage and dispatch date, the customer and their address, the items with any options and codes, and the totals with any discount, VAT and refunds. The buttons along the top print documents, refund, edit the customer's details, change the delivery method and add a note.

Edit details corrects a name, email, phone number, address or the customer's note, and the history records what changed. Change delivery moves the order to another method: a cheaper one can refund the difference, and a dearer one is recorded without charging more. Tracking takes a carrier, a number and an https link, and can email the customer. The staff note is one note only your team sees, and the history keeps every move, change and note, newest first.

Emails lists everything sent for the order. One that did not send can be tried again, and Resend the confirmation sends the buyer's confirmation once more.

Walkthrough: One order, open (One order, open)

1. **Where it stands**: Payment, stage and dispatch date.
2. **Actions**: Print, refund, edit the details, change delivery or add a note.
3. **Items and totals**: With options, codes, delivery and the VAT inside the total.
4. **Tracking**: A carrier, a number and a link, with an email to the customer if you like.
5. **Move this order**: Moving sends that stage's email, if it is switched on.
6. **History**: Every move, change and note, newest first. Only your team sees notes.
7. **Emails**: What was sent and when. One that did not send can be tried again.

## The buyer's order page

Every order has a private page on your website, linked from the buyer's confirmation email. It shows what they ordered, the totals, how it reaches them and the tracking once it is sent, with View your receipt as a PDF, and the invoice too when invoices are switched on.

The page and its documents are reached only through that link, and are never shown to search engines.

Picture: Previewing documents. The receipt and invoice your buyer opens from their order page use the same design as these previews.

## Why is an order in Awaiting payment?

The buyer reached the payment page but has not paid. If they never do, the order is cancelled by itself.

## Does moving an order email the customer?

Only if that stage's email is switched on under Order emails. The stage that sends the order also emails the tracking link.

## Who can see orders?

Members and above.

## Related guides

- [Refunds and changes](/help/shop/refunds-and-changes)
- [Order emails and documents](/help/shop/order-emails-and-documents)
- [Delivery and dispatch](/help/shop/delivery-and-dispatch)
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