In this article:

  1. Introduction
  2. Order status
  3. Payment status
  4. Fulfillment status



1. Introduction

Order status tells you intuitively what you should do next on this order, you might need to follow up payment with your customers or prepare to despatch the parcel already.

Now you can filter your orders by their:

  • Date
  • Order status
  • Payment status
  • Fulfillment status
  • Channel

Date and channel are quite self explanatory. In this article we will more focus on order, payment and fulfillment status to help you understand what they mean and what actions will bring the orders into these status.



2. Order status

2.1 Open

Orders which are not cancelled, archived or deleted will have Open status. This is the only order type which contributes to the red order count beside the Orders tab.


2.2 Cancelled

Orders normally are cancelled when customers no longer wish to buy or you're unable to sell due to certain reason.

2.2.1 You can cancel an order by clicking on the Cancel order button in the order.

2.2.2 When you cancel order, system will ask you:

  • To fill in Reason
  • If you would like to Notify customer by email ( you can see the email template in Admin > Settings > Templates > Order Cancelled Email )
  • If you would like to Restock ( add back ) the item quantity into inventory, only applicable to products that let "EasyStore tracks inventory of this product". If checked, the order Fulfillment status will turn Restocked after cancellation
  • The restock quantity

2.2.3 If you would like to reverse the cancellation, you can click on Restore button in the order.

2.2.4 When restore, if you've restocked this order previously, system will ask if you would like to Deduct stock from inventory again.


2.2 Archive 

Normally refers to orders you wish to back up and refer back in the future.


2.3 Deleted

Your order trash / dustbin, normally you delete an order when it is neither Cancelled nor Archived but you want to remove it from Open orders.

  • Bear in mind that archiving or deleting an order will not restock the item quantity back into inventory.
  • To archive or delete order, simply select the order and click on the related button.



3. Payment status

3.1 Paid

Customers have paid in full for these orders. An order could be changed into Paid status:

  • Automatically, when this order is paid through payment gateway and our system has received the Paid update from payment gateway ( you can manually fulfill this type of orders as well )
  • Manually by Mark as paid, when customer has chosen manual / offline payment method like Bank Transfer or QR code pay


3.2 Unpaid

An order is showing Unpaid status after customer placed an order but did not complete the payment process. For these orders, you are recommended to follow up payments with your customer.

There are two methods:

3.2.1 Send a payment reminder email to your customers.

3.2.2 Personally approach your customers so that they will go back to your website > log in > My Account > click into the order > click Pay to complete payment.


3.3 Cash on Delivery

Customers have opted to pay upon receipt of products. Learn how to set up COD payment method.


3.4 Partially paid

Only partial payment has been received for these orders, customers haven't paid full amount yet. Only you can mark an order as partially paid by adjusting the amount ( less than the total order amount ) during Mark as paid.

3.5 Refunded

You refund an order when you need to return customer the amount they have paid for this order.

  • Refunding an order in EasyStore admin is more for record purpose and will not communicate with bank or payment gateway. For the actual monetary refund, you can personally liaise with customer, bank or payment gateway to complete.

3.5.1 You can refund an order by clicking on the Refund button in the order.

3.5.2 When you refund an order, system will ask you:

  • To fill in Reason, Amount & Type of refund ( you can refund in amount or credit )
  • If you would like to Notify customer by email ( you can see the email template in Admin > Settings > Templates > Order Refund Email )
  • If you would like to Restock ( add back ) the item quantity into inventory, only applicable to products that let "EasyStore tracks inventory of this product". If checked, the order Fulfillment status will turn Restocked after cancellation
  • The restock quantity

3.5.3 This payment status is irreversible from your admin panel.


4. Fulfillment status

4.3 Fulfilled

Fulfilling an order means you have shipped the order and informed customers with the tracking info.

There are two methods you can fulfill an order:


4.1 Unfulfilled

These orders have not been fulfilled. All newly created orders will be showing this status as the orders have not been shipped yet.


4.2 Partially fulfilled

It means only partial products / quantity in this order have been fulfilled and shipped. You can only partial fulfill an order through manual fulfillment.

4.4 Restocked

Item quantities will be auto deducted from inventory once an order is created ( including Unpaid orders ). Restock means you add the item quantity back to your inventory. You can only restock an order through:

  • Cancel order ( refer point 2.2 above )
  • Refund order ( refer point 3.5 above )



Related articles:
What should I do when I received an order?
Recover abandoned checkouts

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