Orders
View and manage orders placed through the store or during membership checkout, and understand each order status.
When a member purchases items from the Store, or purchases products as part of buying a Membership Package, an order is created. Orders can be viewed at Admin > Store > Orders.
Users with the Manage Store permission can also subscribe to receive an email notification each time an order is placed.
Order status
Orders have a status to track their progress. Orders can be Pending, Processing, Complete, or Cancelled. When listing orders at Admin > Store > Orders you can filter by one or more statuses.
When an order is first placed it will be in the Pending state. The status can be changed from the order overview page or when viewing an order directly.
Cancelling an order
Users with the Manage Store permission can cancel an order, refund the member, and put the items back into stock, all in one step. Cancelling is available from three places:
- The order detail page
- The store orders list, at Admin > Store > Orders
- A member's own orders, at Admin > Members, then open the member and go to their orders
Each opens the Cancel Order window:
| Option | What it does |
|---|---|
| Message to member | Optional. Included in the cancellation email the member receives. |
| Refund the member | On by default. Returns the money through the payment provider. Hidden when the order has no payment against it. |
| Return items to stock | On by default. Puts the ordered quantities back into inventory. Turn it off when the goods are lost, damaged, or otherwise not coming back. |
Click Cancel Order to confirm.
What happens when you cancel
The refund is taken first. If the payment provider declines it, the order is left exactly as it was, so you can try again or cancel without refunding rather than ending up with a cancelled order that was never refunded.
Once the refund succeeds:
- Stock is returned, if you left Return items to stock on
- Any discount code used on the order is released, so it does not count against that code's usage limit
- A note is recorded on the order naming the admin who cancelled it
- The member is emailed, including your message if you wrote one
Cancelled orders are excluded from order and product sales figures, so cancelling does not leave phantom revenue in your reporting.
A refund is capped at what the order was worth, and at whatever is left on the payment it belongs to. One payment can cover more than one order, for example a membership joining fee bought alongside a product, so cancelling one order refunds only that order's share.
Order status in the member portal
Members can see the current status of each order from the member portal. The status badge is displayed on both the My Orders list and the individual order detail page, so members can track whether their order is Pending, Processing, Complete or Cancelled without contacting an admin.