Orders, fulfillment and refunds

Checked against the product’s code on 7 November 2026.

Open Commerce > Orders. The list combines recorded payment and fulfillment facts. A card payment, an offline payment and an order action are different events.

Editors and Admins can see and act on orders. Contributors and Authors cannot open this screen, because it shows customers’ names and email addresses.

Find and inspect an order

1. Find the order using search, the payment filter or Needs attention.
2. Open the order.
3. Inspect its lines, totals, addresses, payment reference, coupons and customer note.
4. When View in Stripe is offered, use it to open the provider reference.

Download CSV saves a spreadsheet file containing up to 5,000 of the newest orders that match your search and filters.

New order records leave email-like values out of arrival tags and remove them from recorded arrival addresses. Earlier records are not cleaned by this change. Checkout names and email addresses remain separate order details.

Add a private order note

Editors and Admins can leave a plain text note for the people managing orders. This private note is not shown to the shopper.

1. Find the order and check its number.
2. Ask the copilot: “Add a private note to order [number]: [your note].”
3. Read the receipt naming the order. This needs no approval card.
4. Open the order again to read the note.

The receipt’s Undo removes that one note. It does not reverse the order’s payment or fulfillment. See Private order note requests.

Apply an order action

Action	Effect
Mark as paid	Records an offline payment such as cash, cheque or bank transfer, with an optional payment reference. It charges nothing, and it takes the ordered stock off the shelf. It is not offered for an order paid or awaiting payment through Stripe. Undo works until the order is completed or refunded.
Mark as shipped	Records shipment details, including carrier and tracking.
Mark completed	Records completion of fulfillment.
Cancel order	Cancels an eligible order and restores the stock it is allowed to restore. It does not issue a refund.

Read the action card and its receipt. Supported Undo checks the current order state and saved reversal; later work can prevent it.

Add a shipment tracking number

Once the order is marked shipped, this screen does not offer a separate action to add or change its tracking reference. Check those details before approving shipment.

1. Open Commerce.
2. Open Orders.
3. Open the order.
4. Choose Mark as shipped.
5. Enter the carrier in Carrier (optional).
6. Enter the tracking number in Tracking reference (optional).
7. Choose Review.
8. Read the action card.
9. Approve only the intended action.
10. Read the receipt.

Refund and notification records

An Admin can choose Refund on an eligible Stripe order in Commerce > Orders. Enter Amount and Why is the money going back?, choose Review, and read Refund this order? before approving Refund the money. The site needs a working Stripe connection and payment notifications registered on Membership. A refund cannot be undone and does not put stock back. Read the recorded result; if Stripe gave no clear answer, money may have moved. Check the order and Stripe before asking again. An unconfirmed attempt can hold another refund for an hour and still needs a successful Stripe check afterwards. On an eligible order paid outside Stripe, or an imported Stripe order without the reference needed for Refund, Record a refund records money already returned by hand; it sends no money. Its supported Undo removes the record, not the payment. Failed refunds remain visible and do not reduce revenue as successful refunds do.

Emails lists receipt, shipment, completion and cancellation notices and offers Send again. Missing recipients, sender configuration or a failed send can prevent delivery. Read its recorded outcome and check a test mailbox; a paid order is not proof an email arrived.