From order to return, every step on one screen.
The admin only suggests the next steps that make sense, and each status change sends the customer the email for that step. Return requests, refunds and chargebacks all run on the same order.
On every planIncluded in Starter, Professional and Enterprise.
What's in Orders and returns
A defined order flow
The admin only suggests valid next statuses. The order history and your internal notes sit on the same screen.
An email for every status
When the status changes, the customer gets the email for that step, and you can see the order's email history.
Bulk status changes
Change the status of many orders at once. For orders that are already paid, a confirmation shows the amounts involved.
Return requests
Customers open a return from their account and pick a reason. An email goes out at each step: approval, return shipping, arrival at the warehouse and refund.
Refunds
Refund through the payment provider; if there is a temporary error, the refund is retried automatically. Refunds you make by bank transfer can be recorded on the order too.
Chargebacks
Track chargebacks and get a warning as the deadline for evidence gets close.
Order costs
Payment fees, the carrier's actual shipping cost and app commissions show as separate lines on the order, and the shipping fee you charged shows your shipping profit or loss.
Payment records that add up
Payment records are regularly checked against the payment provider, so a payment notification that never arrived is not lost.
Return rules
Set return windows and conditions for the whole store or for product groups, and mark products that cannot be returned.
Guest checkout
Customers can order without an account. If they later sign up with the same email and verify it, they see their earlier orders in their account.
Abandoned carts
Shoppers who leave their cart and have given marketing consent get a reminder. Customers who return from the email and those who come back on their own are measured separately.
Order rules
A minimum order value, order notes, guest checkout or members-only selling: it is your choice.
Instant alerts
Get an admin notification and an email when a new order comes in.
An order's whole story in one place.
From payment to shipping, every step sits in the order history with its time and the email the customer received.
- If one warehouse is short, the rest comes from the next warehouse in line
- With a connected carrier, the tracking number is added automatically
- The customer gets another email on delivery
- Order placedConfirmation email sent
- Stock reserved
- Packed
- ShippedShipping email sent
Orders and returns: frequently asked questions
Can't find your answer? Write to us from the contact page.
When does the customer get an email?
When the order is placed, when its status changes, when it ships, on delivery, and on cancellation and refund. The order history shows which email went out and when.
Can people order without an account?
You choose: allow guest checkout or sell to members only. If a guest later signs up with the same email and verifies it, they see their earlier orders in their account.
How do I handle returns?
The customer opens a return request from their account and picks a reason. You approve or decline it, create the return shipment and refund through the payment provider once the item reaches your warehouse. The customer gets an email at every step.
What happens if a refund fails?
If the error is temporary, the refund is retried automatically. Refunds you make by bank transfer can be recorded on the order as well.
Can I see what I earn on an order?
Yes. Payment fees, the carrier's actual shipping cost and app commissions show as separate lines on the order. Cost tracking, which works out the product's purchase cost and the order's true profit from purchase receipts: Included in Enterprise.
Features used together
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Shipping and deliveryShow shoppers one delivery option and one shipping price, while each warehouse ships with its own carrier.
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PaymentsCard, wallet, bank transfer or cash on delivery, with each country running on your own payment account.
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Email and notificationsEvery email says what is really happening with the order, goes out from your own domain, and you can see that it arrived.
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