Orders & fulfillment

Open Commerce → Orders. This is the operational queue: every storefront and manual order lands here.

The list

Filter by status, search, export CSV, or import. Status tabs follow the packing flow (Pending → Confirmed → Packed → Shipped → Delivered). Rows that still need a fraud decision are flagged — work those in COD & fraud review before you try to ship.

New manual order opens the phone/DM desk.

Lifecycle on an order

Open a row. The status stepper shows where the parcel is:

pending → confirmed → processing → shipped → delivered

(Terminal states you also see in the list: cancelled, returned, refunded, plus draft for unplaced manual-order drafts.)

Confirm

While the order is pending (or still a draft), Confirm order moves it forward. Confirm doesn’t book a courier — it just says the order is real and ready for packing / hand-off.

Book courier

Once the order is confirmed or processing, Book courier opens the fulfillment drawer: pick the connected courier, quote, and create the consignment. Tracking then advances on the order as the courier reports back; Refresh tracking pulls the latest when you need it now.

Configure courier credentials under Courier providers.

Print

From the order actions bar you can print an invoice, packing slip, or receipt — same numbers the customer and the packer should see.

Address & notes

Edit the delivery address only before a courier is booked. Staff notes and resend-notification actions sit on the order for the phone desk.

Cancel & refund

Cancel is available through draft / pending / confirmed / processing, with a reason (customer request, unreachable, fraud, COD risk, out of stock, duplicate, other). Cancelling notifies the customer.
Refund is available after shipped, delivered, or returned, with its own reason and method. Approving a refund and releasing a fraud hold are separate permissions — see Users & roles.

Returns have their own queue under Commerce → Returns — see Returns.