Managing your orders

When your customer places an order, all details are recorded in your Ecwid admin, go to  My Sales → Orders and in Ecwid mobile apps for iOS and Android. This article explains how to manage orders in your store.

Check our video about order processing:

Understanding order statuses

Every order has one status for payment and another for fulfillment. The payment status shows the state of the order’s payment while the fulfillment status shows the stage of processing.

Payment statuses

A Paid orders status means your customer selected an online payment option and the third-party provider processed the payment. Prepare this order for shipping and ship it right away!

An Awaiting Payment order status means can mean one of two things:

  • Your customer selected an offline payment and you need to contact them to arrange payment.
  • Your customer’s online payment was not processed. In this case, you can contact the third-party payment provider who processed the transaction or reach out to our support team.
You can choose whether orders with zero total should get Paid or Awaiting Payment status. Select the preferred status for such orders from the Default payment status for orders with zero total dropdown in your Ecwid admin, go to  Settings → General → Cart and Checkout. An order can cost $0 in case you give a 100% discount, offer free samples, etc.

A Cancelled status indicates the payment gateway could not authorize or charge the customer's credit card or you have canceled the order.

A Refunded or Partially Refunded status indicates the payment (or a portion of the payment) has been credited (returned) to the buyer.

In addition to updating the order’s status in Ecwid, you must transfer the appropriate amount to your customer using your payment provider to refund an order.

Fulfillment statuses

Awaiting Processing is the default fulfillment status for all new orders, indicating you have not yet started working with the order.

Processing indicates the order is in process, but is not yet fulfilled.

Ready for Pickup indicates the order is ready for your customer to physically pick up the product from your store.

Read more about in-store pickup.

Shipped indicates the order has been shipped.

Often confirmed by a tracking number, Delivered. indicates the shipping provider has delivered your customer’s order.

Will not deliver is reserved for orders you will not ship. You can use this for orders that have Cancelled or Refunded payment statuses.

Returned is reserved for orders your customers returned.

Ecwid uses AMP technology to dynamically display the up-to-date information about payment and fulfillment order statuses right in the single Order Confirmation notification that a buyer receives upon a purchase. The buyer can check the dynamic order confirmation in mailbox at anytime to find out the actual status of the order. Currently, dynamic content is available to US customers and in Gmail only. For customers using other mail clients the regular static email notification content is shown.

Abandoned carts: bring your customers back

According to the Baymard Institute research, about 70% of online customers who add products to a cart leave without buying anything. You can mitigate this loss with the Abandoned cart recovery feature. Our data shows a third of customers who did complete their order return to your site with this feature.

The feature is available on Ecwid Business plan and higher. If you’re on a Free, Venture or Silver plan, please, consider upgrading your account to Business plan. Upgrade to get this feature

Editing orders

Sometimes you need to change information in completed orders. With Ecwid’s Order Editor feature, you can:

  • add and delete items in your orders;
  • change the product details (SKU, name, quantity and price)
  • edit the customer’s address, name, and email;
  • add and delete discounts;
  • change the taxes and shipping costs.

Filtering orders

By default, all your orders are displayed in My Sales → Orders, from newest to oldest. In case you have a lot of sales, you can quickly find the ones you need, filtering them by various criteria: by date, products, payment or fulfillment status, shipping method, etc.

For instance, you want to reach out to the customers for settling the payment before shipping their order. Thus, you need to see a list of orders that haven't yet been paid for and need to be shipped. In this case, you can use a preset filter Not paid. Needs to be shipped:

Preset_filters.png

If you are preparing parcels for dispatch and want to find all orders that are awaiting processing, select the corresponding status from the Fulfillment Status dropdown.

In addition to the filters, you can also use the search bar above the order list to filter orders by customer name, email, address, order number, product title or SKU.

You can apply multiple filters at once to narrow the search. For example, if you want to see orders that have not yet been paid for and were placed by a particular customer, enter the customer's name into the search bar and select Awaiting Payment from the Payment Status dropdown:

search-orders-multiple.png

If you often use this search query, save your filter and next time you'll make the same search much faster.

Creating orders

You can accept orders via phone or email to sell both online and offline. Record these orders in your Ecwid admin, go to My Sales → Orders or in your mobile app for iOS/Android and keep track of them.

Creating orders can be helpful for your store’s accounting records. Learn more about how to create orders in Ecwid’s Control Panel.

Printing orders

Go to your Ecwid admin in My Sales → Orders → click Print Invoice next to an order:

Printing your orders

You can also print a batch of orders: go to your Ecwid admin in My Sales → Orders, tick what orders you want to print and click Mass Update → Print Selected:

Printing several orders

You may also use special apps for editing and printing invoices, packing slips, sales receipts and shipping labels. Visit Ecwid’s App Market to explore these useful apps

Sales reports

You can use Google Analytics, data from a CSV file, or tools in Ecwid’s App Market to create sales reports based orders from your Ecwid store.

Learn more about getting sales reports from your Ecwid store.

Exporting orders

To create a sales report, analyzing your orders, or just send the list to your employees, you can export order information to a spreadsheet. It just takes a few steps.

  1. From your Ecwid admin, go to My Sales → Orders.
  2. Scroll to the bottom of the page and find the Export Orders block:

Exporting orders

  1. If you want to export all of your orders, click Export All.
  2. To be selective, tick the ones you need and click Export Selected.
  3. You will see a popup with the export settings.
  4. Select the delimiter (what is it?):

Select the delimiter for your CSV file

  1. Select the columns you want export. By default, all the columns are selected.
  2. Click Download CSV file.
  3. Open the downloaded file with a spreadsheet editor for further use. We recommend OpenOffice, it is free and does not corrupt CSV files.

Changing order numbering

By default, your order IDs are numbers starting from one. You can change the Order IDs in your store by adding some letters or by starting from a higher number.

If you do not want to show that you have a brand new store with no order history, start your IDs from 1000.
This feature is available on paid plans only. Upgrade to get this feature

To change the Order IDs in your store:

  1. From your Ecwid admin, go to Settings → General → Cart & Checkout.
  2. Scroll down to Order ID.
  3. Click Change:

Changing order IDs

  1. Enter a number that you wish to serve as your next order’s ID:

Set the number for your next order

You can only increase the ID number from your Ecwid Control Panel. To decrease the order ID or set it to zero, please contact our support team.
  1. In some cases you might want to add a prefix or suffix to your IDs. These additions stay the same for all of your orders. Some find it helpful to add information about the orders right in their IDs. For example, MyStore1-1006-2018 can include your store name and year using a prefix (MyStore1) and suffix (2018):

Set the prefix and suffix for your order IDs

Related articles

Guide to orders
Tracking and recovering abandoned carts
Generating sales reports

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