Basic Order Processing

Basic order processing assumes you’ve reviewed the order and will fulfill it. When the order first comes in, add a comment and set it to processing so the customer knows the order status. Next, prepare the order for shipping or store pickup. For shipped orders, process the payment, turn the shipment over to the carrier, and then complete the order. Process the payment and complete store pickup orders when the customer pays for and picks up the order.

Communicate Order Status

Let the customer know that you’re preparing the order and update the order status.

1. Select Commerce, then Manage Orders to view pending orders. Orders in Pending or Processing status are shown by default.  
2. Select a # to view the order. 
3. Select Process order, then Confirm to change the status from Pending to Processing. 
4. Scroll to Order comments to customer and expand New Order Comment to customer. 
5. Enter a comment to email to the customer, then select Add comment. The customer can see the comment in their order history and it’s saved to the activity log. 

Prepare Shipment

If the customer requests the order be shipped, you’ll collect the products and box them up, then review the shipment for the order. You can ship all items at once or split the shipment

Ship All Order Items

Prepare a shipment that includes all order items. 

1. Select Commerce, then Manage Orders to view pending orders. 
2. Select a # to view the order. 
3. Select the Shipments tab. 
4. Select Edit in the Operations column.
5. Make any changes you need, including updating Shipping information or updating the shipping method. 
6. Enter the Tracking code for the shipment, which will be included in the email that goes to the customer when the order ships.  
7. Select Save to save all changes to the shipment. 
8. Select the shipment Title.
9. Select Finalize shipment, then select Confirm.

Split Shipment

Orders containing preorders or special items like boxed sets may need to ship separately. To split shipments, remove items from one shipment and create an additional shipment. Orders ship to the same address. 

1. Select Commerce, then Manage Orders to view pending orders. 
2. Select a # to view the order. 
3. Select the Shipments tab. 
4. Select Edit in the Operations column.
5. Unselect the Shipment items that you want to ship separately. Make any other changes you need, including updating Shipping information or updating the shipping method. 
6. Enter the Tracking code for the shipment, which will be included in the email that goes to the customer when the order ships.  
7. Select Save to save all changes to the shipment. 
8. On the Shipments tab, select + Add shipment. 
9. Select the Shipment items for the second shipment. Make any other changes you need, including updating Shipping information or updating the shipping method.
10. Enter the Tracking code for the shipment, which will be included in the email that goes to the customer when the order ships.  
11. Select Save to save all changes to the shipment.

Process Payment

Process the order payment before shipping an order or turning the order over to the customer in-store.

Process Payment for in-store pickup

1. Select Commerce, then Manage Orders to view pending orders. 
2. Select a # to view the order. 
3. Select Fulfill order, then Confirm to process the payment and complete the order.

Process Payment for single shipments 

1. Select Commerce, then Manage Orders to view pending orders. 
2. Select a # to view the order. 
3. Select the Payments tab. 
4. Select Capture in the Operations column for credit card and PayPal payments, verify the amount, then select Capture. 

Process Payment for split shipments

After you split a shipment, you’ll need to collect an additional payment for the shipping amount. First contact the customer to let them know there is a remaining amount for shipping. Then add the payment and capture it. You can process the order right away or when you ship the order. 

1. Select the Payments tab, then select + Add payment.
2. Select the Payment option, then select Continue. 
3. Verify the Amount, select Authorize and capture, then select Add payment. If you selected credit card and the customer doesn’t have a card on file, enter the customer’s credit card information and select Pay.

Complete Order

After processing the payment and turning the shipment over to the carrier, complete the order.

1. Select Commerce, then Manage Orders to view pending orders. 
2. Select a # to view the order. 
3. Select Fulfill order, then select Confirm to complete the order. If the order is being shipped, the customer will receive an email letting them know the order shipped and the tracking code. 

Update Order Items

Items in an order are stored on a separate tab. If you update order items, you must also update the tax and review shipments. 

1. Select Commerce, then Manage Orders to view pending orders. 
2. Select a # to view the order. 
3. Select the Order Items tab. 
4. Select + Add order item, navigate to the item, leave Refresh Tax amount selected, then select Save to add items. Select Edit or Delete in the Operations column to modify or delete items. 
5. Select the Shipments tab, make any changes, then select Finalize shipment.