When a customer places an order, a sales order is created as a temporary record of the transaction. The sales order has a status of
Pending until payment is received. While in
Pending status, orders can be edited or canceled up until the time that payment is received and an invoice is generated. An easy way to think of it is that orders become invoices, and invoices become shipments. The Orders grid lists all orders, regardless of where they are in the workflow. To learn how to help customers with an order, see Updating an Order.
View an order
On the Admin sidebar, go to Sales > Operations > Orders.
Find the order in the grid.
In the Action column, click View.
Check order status:
Pendingorder can be modified, put on hold, canceled, or invoiced and shipped.
Processingorder can no longer edit the substance of or cancel the order, but the billing and shipping address can be edited.
Completedorder can be reordered.
The left panel for an open order provides access to different types of information that is related to the order.
Example of an order with an in-store delivery method.
View Order In-store Delivery
Order view descriptions
|Information||Display detailed information about the order and account, including the billing and shipping addresses, payment and delivery methods, items orders, totals, and notes.|
|Invoices||Lists each invoice that is associated with the order.|
|Credit Memos||Lists each credit memo that is associated with the order.|
|Shipments||Lists each shipment record that is associated with the order.|
|Comments History||Lists all notes that are related to the order.|
|Back||Returns to the Orders page without saving changes.|
|Cancel||Cancels the sales order.|
|Send Email||Sends an email about the order to the customer.|
|Hold / Unhold||Changes the status of the sales order to
|Invoice||Creates an invoice from the sales order by converting the order to an invoice.|
|Ship||Creates a shipment record for the order.|
|Notify Order is Ready for Pickup||Appears only when an order is placed as an in-store delivery. Notifies the customer that order is ready for pickup.|
|Reorder||Creates a new sales order based on the current order.|
|Edit||Opens a pending order in edit mode. The Edit button isn’t visible for orders with a status of “Processing”, or orders that are based on negotiated quotes.|
Process an order
To open a
Pending order, click Edit in the upper-right corner.
Orders can be edited only while in
Pending status. The Edit button is not visible for orders in a different status or for orders that are based on a negotiated quote.
Edit Sales Order
Review the following sections in the sales order, using the field descriptions for reference.
Cancel an order
You can [cancel](/user-guide/sales/order-update.html orders that are not yet invoiced. A credit memo must be issued if a customer wants to cancel an order after it is invoiced (payment is captured).
If an order is
Processing and the payment is not captured or not entirely captured, you can void the order instead of canceling it.
Canceling an order also produces a void, but voiding an order does not trigger a cancellation.
Void an order
Order and Account Information
Order and Account Information
|Order Number||The order number appears at the top of the sales order, followed by a note that indicates if the confirmation email was sent.|
|Order Date||The date and time the order was placed.|
|Purchased From||Indicates the website, store, and store view where the order was placed.|
|Placed from IP||Indicates the IP address of the computer from which the order was placed.|
|Order Placed from Quote||Indicates the quote from which the order was generated, if applicable. The quote name is linked to the quote.|
|Customer Name||The name of the customer or buyer who placed the order. The Customer Name is linked to the customer profile.|
|The email address of the customer or buyer. The email address is linked to open a new email message.|
|Customer Group||The name of the customer group or shared catalog to which the customer is assigned.|
|Company Name||The name of the company that employs the buyer, and on whose behalf the order is placed. The company name is linked to the company profile.|
|Billing Address||The name of the customer or buyer who placed the order, followed by the billing address, telephone number and VAT, if applicable. The telephone number is linked to autodial on a mobile device.|
|Shipping Address||The name of the person to whose attention the order should be shipped, followed by the shipping address and telephone number. The telephone number is linked to autodial on a mobile device.|
Payment & Shipping Method
Payment & Shipping Method
|Payment Information||The method of payment to be used for the order, and purchase order number, if applicable, followed by the currency that was used to place the order. If the order is charged to company credit using Payment on Account, the amount charged to the account is indicated.|
|Shipping & Handling Information||The shipping method to be used, and any handling fee that is applicable.|
Review items ordered
In the Order Total section, do the following:
Enter a Comment to include with the order.
If you want to email the comment to the customer, select the Notify Customer by Email checkbox.
If you want the comment to be visible in the customer account, select the Visible on Storefront checkbox.
If you are ready to invoice the order, click Invoice. Then follow the instructions to Create an Invoice.
|Product||The product name, SKU, and options if applicable.|
|Item Status||Indicates the status of the item. Value: Ordered|
|Original Price||The original catalog price of the item before discounts.|
|Price||The purchase price of the item. This value reflects any discount applied to the item from the shared catalog, if applicable.|
|Qty||The quantity ordered.|
|Subtotal||The subtotal is the purchase price multiplied by the quantity.|
|Tax Amount||The amount of tax that applies to the item as a decimal value.|
|Tax Percent||The percentage of tax applied to this item as a percentage.|
|Discount Amount||The discount that applies to this item. The discount value is zero if the order is based on a quote.|
|Row Total||The line item total, including applicable taxes that are due at the product level, less discounts.|
Notes for this Order
|Status||Indicate the current status of the sales order.|
|Comment||A text box that is used to enter a comment to the customer that accompanies the order.
Notify Customer by Email - Select the checkbox if you want to send the comment to the customer as a separate email.
Visible on Storefront - Select the checkbox if you want the comment to be visible from the customer’s account.
Submit Comment - Submits the comment and sends by email, if applicable.
|Shipping & Handling||The amount charged for shipping and handling fees.|
|Tax||The amount of tax applied to the order, if applicable.|
|Grand Total||The order total.|
|Total Paid||The total amount paid toward the order, if applicable.|
|Total Refunded||The total amount refunded from the order, if applicable.|
|Total Due||The total amount that is due.|
|Store Credit||The amount of available store credit that is applied to the order, if applicable.|
|Catalog Total Price||The total price of the items in the quote without tax, according to the prices in the shared catalog or master catalog that is used as the basis of the quote. If the storefront display currency differs from the base currency, the value appears in both currencies, with the storefront display in square brackets.|
|Negotiated Discount||The discount that is the result of a quote negotiated between buyer and seller. If the storefront display currency differs from the base currency, the value appears in both currencies, with the storefront display in square brackets.|
|Subtotal||The Catalog Total Price less the Negotiated Discount.|