# Orders

> Work through store orders: statuses, refunds, notes, cancellations, and the sales figures behind them.

Canonical: https://www.clubpal.app/docs/store/orders
Section: Store

An order is created when a member pays, either for a basket from the Store or for products bought alongside a [Membership Package](https://www.clubpal.app/docs/membership/membership-packages). Nothing is recorded before the payment succeeds, so every order you see has been paid for.

Orders live at **Admin > Store > Orders** and need the **Manage Store** permission. Each is given a sequential order number, which is what appears in emails and on the member's own copy.

![The Orders admin list showing one order with its date, number, member name, item count, total and Pending status](https://www.clubpal.app/img/docs/store-orders-list.png)

*Admin > Store > Orders. The columns are the ones you need for picking and packing: who, how many items, how much.*

## Finding an order

Two filters are applied before you type anything, and both surprise people:

- **A date range**, shown in the toolbar, starting at the last 90 days. An order older than that is not missing, it is outside the window.
- **A status filter** of **Pending** and **Processing**, so the list opens on the work still to do. Completed and cancelled orders are hidden until you change it.

![The filter drawer with a Status field holding Pending and Processing tags, and Apply and Reset buttons](https://www.clubpal.app/img/docs/store-orders-filter.png)

*Click Filter to change the statuses shown. Remove both tags to see every order in the date range.*

You can also search by member name or order number, and export the filtered list.

## Order statuses

| Status | Meaning |
| --- | --- |
| **Pending** | Paid, and waiting for you. Every order starts here. |
| **Processing** | You have picked it, or it is on its way. |
| **Complete** | Collected, delivered, or otherwise finished. |
| **Cancelled** | Cancelled by an administrator. Set by [cancelling](#cancelling-an-order), not chosen by hand. |

Statuses are for your own workflow. Nothing in ClubPal moves an order on for you, and the member sees whatever you set.

Change a status either from the list, using the row's **Actions** menu, or from the order itself.

![The Actions menu open on an order row showing View Order, Set as Processing, Set as Complete, Send Email and Cancel Order](https://www.clubpal.app/img/docs/store-order-row-actions.png)

*The row menu, for working through a list of orders without opening each one.*

## The order page

Opening an order shows what was bought, in what variation, and what it came to, along with any discount applied.

![An order page showing the order number, a Pending badge, the member's name, the date, two line items and a total of £26.50](https://www.clubpal.app/img/docs/store-order-detail.png)

*Order #100001. Print gives you a picking slip, without the notes and receipt sections below.*

Below the order you will find, where they apply:

- **Receipt**: the payment date, the amount, the card used, the provider, and anything already refunded.
- **Customer Comments**: the note the member left at checkout, such as a collection arrangement or a name to print on a shirt.
- **Notes**: your own running commentary on the order, each note stamped with who wrote it. Cancelling an order adds one automatically.

The toolbar carries the rest. **Print** is a button of its own, and everything else sits under **Actions**:

![The Actions menu on an order page showing Issue Refund, Mark as Processing, Mark as Complete, Send Email and Cancel Order](https://www.clubpal.app/img/docs/store-order-actions.png)

*Issue Refund only appears while there is something left on the payment to refund.*

| Action | What it does |
| --- | --- |
| **Issue Refund** | Refunds some or all of the payment without cancelling the order. Use it for a partial refund, such as one item of several. See [refunds](https://www.clubpal.app/docs/payments/refunds). |
| **Mark as Pending / Processing / Complete** | Moves the order through your workflow. |
| **Send Email** | Emails the member about this order. |
| **Cancel Order** | Cancels, refunds and restocks in one step, below. |
| **Print** | A printable copy of the order, for picking or for putting in the parcel. |

## Cancelling an order

Cancelling refunds the member, returns the items to stock, and tells them why, in one step. It is available from the order page, from the orders list, and from the member's own orders under **Admin > Members**.

![The Cancel Order window with a message to the member, and switches for refunding the member and returning items to stock, both on](https://www.clubpal.app/img/docs/store-cancel-order.png)

*Both switches are on by default. Turn off Return items to stock when the goods are not coming back.*

| 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](https://www.clubpal.app/docs/payments/discount-codes) 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.

> **Note**
>
> 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.

## Sales figures

**Admin > Store > Dashboard** shows what the shop has taken over the period in the toolbar: total sales, the number of orders, a sales history chart, and every individual purchase behind them, searchable and exportable.

![The store dashboard showing sales of £27, one order, a sales history chart and a table of individual purchases](https://www.clubpal.app/img/docs/store-dashboard.png)

*Admin > Store > Dashboard. The purchases table lists each line of each order, so it reads as a picking or reconciliation list.*

This dashboard opens on your membership year to date, while the orders list opens on the last 90 days, so the same club can look busier in one place than the other. Check the date range before comparing them. For per product figures, open the product itself: see [a product's own page](https://www.clubpal.app/docs/store/products#a-products-own-page).

## What the member sees

Members follow their own orders at **Account > Orders**, which lists the order number, date, status and total, and links to a copy of each order.

![A member's Orders page listing one order with its number, date, Pending status and total, and a View button](https://www.clubpal.app/img/docs/store-member-orders.png)

*The member's own view. The status badge here is the one you set, so keeping orders moving saves you emails.*

## Tips

- Work the list in its default **Pending** and **Processing** view, and let **Complete** orders fall out of sight as you finish them.
- Put anything you agreed with a member in **Notes** rather than in your inbox. The next person to pick up the order can see it.
- Use **Issue Refund** for a partial problem and **Cancel Order** when the whole order is off. Cancelling is the only one that restocks.

## See also

- [Store overview](https://www.clubpal.app/docs/store/overview)
- [Products](https://www.clubpal.app/docs/store/products)
- [Refunds](https://www.clubpal.app/docs/payments/refunds)
- [Discount codes](https://www.clubpal.app/docs/payments/discount-codes)