Order Detail: Status, Cancellation & Fulfilment Handoff

Everything on the single-order screen — what was ordered, customer and payment details, updating status, cancelling an order, and handing off to a shipment.

Click any row on the Orders list to open the Order Detail screen for that order. This is where you review what was bought and take every action available on that order.

What was ordered

The Items panel lists every product in the order — name, photo, chosen size or variant, unit price, quantity, and line total. In a marketplace, items are grouped by vendor so it's clear which seller fulfils which portion. The final tally shows the item subtotal, any discount applied, shipping cost, and the net amount charged.

A gift-wrap tag appears on the item row, and next to it a small note-strip reminds you to review the customer's gift-wrap instructions before packing, when the order was placed with gift wrap selected — see Gift wrap and pickup on an order below for the full picture. Each line item also has a kebab (⋮) menu with three actions:

Customer & delivery details

A dedicated card shows the customer's name, the delivery address (street, city, pincode, state), and their contact details — everything a courier needs, without leaving the screen.

On the newer dashboard skin, an Edit control on this card opens a drawer where you can correct any part of the delivery address — address line 1, address line 2, city, state, postal code, and country — and save the change directly against the order.

Gift wrap and pickup on an order

Both extras are configured once, store-wide, under Customer Pickup & Gift Wrap — this section covers what shows up on an individual order once a customer has used them.

Gift wrap: a Gift wrap tag appears next to the order status (matching the note above). If the customer left a gift message, it's shown on its own card, quoted exactly as they typed it. The gift-wrap fee — set by you, not the customer — appears as its own line in the order totals whenever it's greater than zero.

Pickup: an order placed for in-store pickup shows a Store pickup tag next to the order status, and the customer & delivery details card shows the pickup location's name and address in place of a shipping address.

All of this — the pickup/gift-wrap tags, the pickup location card, the gift message, and the gift-wrap fee line — shows up the same way on both the classic and new admin sidebar.

Payment status

The payment panel shows whether the order is Paid, Pending, or Failed, colour-coded for quick recognition, along with the payment method and the full breakdown (subtotal, shipping, discount, net total). A Copy control next to the transaction ID copies it to your clipboard, so you can paste it straight into a support ticket or a payment-gateway search without retyping it.

Updating the order status

Adding a note to an order

An Add note action opens a small drawer where you write a free-text note and choose its type:

• Internal — visible only to your team, for things like "call customer to confirm size."
• Customer-visible — shown to the customer as well.

Notes are saved to the order's activity history and don't change its status.

Cancelling an order

A Cancel Order action is available for any order that hasn't already been cancelled. Once cancelled, the reason is saved against the order record and the customer is notified automatically.

Starting a refund

For paid orders that haven't already been refunded, an Initiate Refund action opens a structured drawer where you choose which items to refund, set the amount, pick a reason, and add notes. On the newer dashboard skin, four quick-amount pills fill in the amount for you:

The reason dropdown offers Customer Request, Defective Product, Wrong Item Shipped, Order Cancelled, or Other. This is the entry point only — the full approval workflow, partial refunds, and what happens to your stock afterward are covered in Refunds.

Marketplace payouts and reversals

If your store runs as a marketplace, the order detail screen also shows a Payout section once a vendor transfer exists for the order:

If a transfer Failed, a Retry transfer button appears so you can re-attempt it. If a transfer was Processed (or already Partially reversed), a Reverse action instead lets you claw back some or all of the payout — for example, after approving a customer refund on an order whose vendor payout already went out. Reversing opens a dialog where you enter the amount to reverse and a reason; the transfer's total-reversed figure updates once it's submitted, and a reversal history table underneath the payout card lists every past reversal with its date, amount, reason, status, and gateway reference.

Printing an invoice

Every order has a built-in invoice. Open the invoice preview from the order detail screen to see a fully formatted document — your store's name and branding, the customer's billing address, a line-item table, tax breakdown, and totals. Use Print to send it to your printer or save it as a PDF. Useful for B2B customers who need documentation, for your own records, or as a dispatch note.

If the order was placed with gift wrap, the invoice also prints the gift-wrap fee as its own line in the totals and the customer's gift message in its own boxed section — the same message shown on the order screen (see Gift wrap and pickup on an order above). Orders without a gift message simply omit that section.

Fulfilment handoff — booking a shipment

Once an order is ready to dispatch, the shipment panel on the order detail screen is where you book a carrier and generate a tracking number. This connects directly to the shipping module. For the full picture on carriers, rates, and live tracking, see Shipping & Logistics.

Next steps

• Refunds — the full approval workflow once a refund is started.
• Shipping & Logistics — booking carriers, printing labels, and tracking.
• Customer Pickup & Gift Wrap — turning these extras on and configuring them.