Process orders, fulfill shipments, and add tracking numbers to keep customers informed.

Managing Orders

Congratulations on your first sale! Now it's time to fulfill orders efficiently and keep your customers happy. E2C Store makes order management straightforward.

Order Dashboard

Access all your orders from Orders in the sidebar.

Summary Statistics

At the top of your orders page, you'll see six key metrics:

Total Orders: All orders placed in your store
Confirmed: Orders paid and ready to fulfill
Processing: Orders you're currently preparing
Shipped: Orders sent to customers with tracking
Delivered: Orders successfully received by customers
Refunded: Orders where payment was returned
Closed: Completed or archived orders

These metrics help you quickly assess your store's fulfillment status.

Orders Table

The main table displays all orders with:

Order Number: Unique identifier (e.g., #1234)
Purchased On: Date and time of order
Ship To: Customer name
Order Total: Payment amount in the transaction currency
Order Status: Current status badge (see statuses below)
Action Buttons: View order details and quick actions

Special Order Indicators

Orders show visual icons to help you identify special types:

🛒 Purple cart icon: Pickup order (customer will collect in person)
💵 Green money icon: Cash on pickup (payment due when customer arrives)

Tip: Click the "Order Status" column header to access our full order status documentation which explains each status code in detail.

Order Statuses

Orders move through different statuses as they're processed. Here are the status codes you'll encounter:

Status	Description	Your Action
Pending Payment	Payment is being processed	Wait for payment confirmation
Processing Payment	Payment gateway is processing	Wait for confirmation
Payment Failed	Payment was declined	Contact customer or cancel
Confirmed	Payment received, ready to fulfill	Mark as processing and prepare order
Cash at Pickup	Customer will pay cash when collecting	Prepare order for pickup
Processing Order	You're preparing the order	Pack and ship/prepare for pickup
Shipped	Order sent to customer with tracking	Wait for delivery
Ready For Pickup	Order ready for customer collection	Wait for customer to arrive
Delivered	Customer received the order	Mark as complete
Complete	Order successfully fulfilled	No action needed
Refunded	Money returned to customer	No action needed
Returned	Customer returned the order	Process return/refund
Cancelled	Order was cancelled	No action needed
Aborted	Order failed or was abandoned	No action needed
Closed	Order archived	No action needed

Viewing Order Details

Open an Order

From the orders dashboard, click the View button on any order to see full details.

Review Order Information

The order details page shows:

Customer Information

Name and email address
Shipping address (or pickup location for local pickup orders)
Phone number
Order notes or special requests

Order Items

Products ordered with images
Quantities
Individual prices
Product variations (size, color, etc.)
Subtotals

Payment & Totals

Payment method (Cash at Pickup, PayPal, or Stripe)
Subtotal
Shipping cost
Total amount in transaction currency
Currency conversion (if order was in different currency than your primary currency)

Order Notes

Any special instructions from the customer appear at the bottom of the order.

Quick Actions from Orders Page

Mark as Processing

For orders with status Confirmed or Cash at Pickup, you can quickly update them to "Processing Order" directly from the orders table.

Find the order in your orders list
Click Mark as processing button
Order status updates to "Processing Order"

This signals to both you and the customer that you're actively working on fulfilling the order.

Best Practice: Mark orders as processing as soon as you start preparing them. This keeps customers informed and helps you track which orders you're working on.

Fulfilling Orders

The order details page provides action buttons based on the order type and current status. Different orders show different actions:

Prepare the Order

When an order status is Confirmed or Processing Order:

Gather all items from the order
Check product quality
Include any extras (thank you notes, samples, stickers, etc.)
Pack securely to prevent damage during shipping

Pro Tip: Include a handwritten thank you note! Personal touches create loyal customers and encourage positive reviews.

Ship the Package

Take your package to your chosen shipping carrier or schedule a pickup. Supported carriers include:

Canada Post
China Post
DHL
FedEx
India Post
UPS
USPS

You can also use any other carrier—just type the carrier name when adding shipping info.

Get a tracking number from the carrier before proceeding.

Add Shipping Information

In the order details page:

Click Add Shipping Info (or Edit Shipping Info if updating existing info)
A modal opens with three fields:
- Shipping Carrier: Select from the dropdown or type a custom carrier name
- Tracking Number: Enter the tracking number provided by the carrier (required)
- Tracking Link (optional): Paste the full tracking URL from the carrier's website
Click Save Shipping Info

Automatic Email Notification: When you add or update shipping info, the customer automatically receives an email with:

Subject: "Order Shipped" (new) or "Order Shipping Details Updated" (edit)
Tracking number and carrier
Tracking link (if provided)
Order summary

You don't need to manually notify them!

Order Status Updates Automatically

After saving shipping info:

Order status changes to Shipped
Customer receives tracking information

Print Order Details

You can print the order details anytime by clicking the Print button. This generates a printer-friendly version with:

Order number and date
Customer details
Items ordered
Payment information
Shipping address

Great for including packing slips in packages!

Pickup Orders

For orders customers will collect in person:

Prepare the Order

When an order status is Confirmed, Cash at Pickup, or Processing Order:

Gather and verify all ordered items
Pack securely with customer name and order number label
Store in your designated pickup area
For Cash at Pickup orders, prepare to collect payment when customer arrives

Mark Ready for Pickup

When the order is fully prepared:

Click Mark Ready For Pickup button
Confirm the action in the popup
- Important: This action cannot be reversed
- Customer will be immediately notified
Order status updates to Ready For Pickup

Cannot Cancel After This: Once marked "Ready For Pickup", you cannot cancel the order. Only mark ready when you're certain the order is prepared correctly.

Customer Receives Notification

The customer automatically receives an email with:

Subject: "Order Ready For Pickup"
Pickup address and instructions
Their scheduled pickup day and time
Order details and total
Your contact information (if provided)

Complete the Pickup

When the customer arrives:

For Cash on Pickup orders:

Verify customer identity (check ID or order number)
Collect cash payment (exact amount shown in order)
Provide receipt (optional but recommended)
Hand over the items
Click Mark Order As Complete

For prepaid pickup orders:

Verify customer identity
Hand over the items
Click Mark Order As Complete

Marking as complete finalizes the order and updates your sales statistics.

Pickup Order Tips:

Respond to customer messages promptly if they need to reschedule
Have orders clearly labeled and easy to locate
For cash orders, prepare change if needed
Build rapport—local customers often become repeat buyers!

Completing Orders

After an order has been delivered or picked up, you should mark it as complete. This is available for orders with these statuses:

Shipped (after customer receives it)
Ready For Pickup (after customer collects it)
Delivered (confirmed delivery)
Returned (after processing a return)

Mark Order As Complete

Open the order details
Click Mark Order As Complete button
Confirm the action in the popup

Permanent Action: Marking an order as complete cannot be undone. Only complete orders after you've confirmed successful fulfillment.

What Happens

Order status changes to Complete
Order moves to completed orders section

Use this to keep your active orders list clean and focused on orders that still need attention.

Cancellations and Refunds

Cancelling Orders

Customers may request cancellations. Whether you can cancel depends on order status:

Can cancel orders with status:

Pending Payment
Payment Failed
Confirmed
Processing Order
Cash at Pickup

Initiate Cancellation

From the order details:

Click Cancel Order button
Confirm the cancellation in the popup
Provide a reason

What Happens

Order status changes to Cancelled
If payment was already received, issues refund
If payment was pending or failed, no refund needed
Customer receives cancellation confirmation email

Cancellation Policy: Set clear cancellation terms in your store's terms and conditions. For example: "Orders can be cancelled within 24 hours of purchase, before shipping."

Issuing Refunds

Can refund orders with status:

Confirmed
Processing Order
Shipped
Ready For Pickup
Delivered
Returned

Cannot refund:

Cash at Pickup orders (no online payment to refund—handle cash returns in person)

Process the Refund

From the order details:

Click Issue Refund button
Confirm the refund action in the popup

Important: Refunds cannot be reversed once processed.

Refund Processing Time

The refund is automatically sent through the original payment method:

PayPal refunds:

Processing time: 1-3 business days
Customer sees refund in their PayPal account

Stripe refunds:

Processing time: 5-10 business days (depends on customer's bank)
Customer sees refund on their card statement

The customer receives an email confirmation immediately.

After Refund

Order status updates to Refunded
Payment processor fees (Stripe/PayPal fees) are not refunded by the processors

Fee Note: While E2C refunds our transaction fee, payment processors (Stripe/PayPal) keep their processing fees even on refunded orders. This is standard across all payment platforms.

Exporting Orders

Need to analyze orders, create reports, or import to accounting software? Export your orders to CSV format.

From the Orders page, click Export Orders button at the top right.

A modal opens with filter options.

Configure Export Filters

Date Range (Optional)

Start Date: Export orders from this date onward (leave empty for all orders from beginning)
End Date: Export orders up to this date (leave empty for all orders to present)

Order Status (Optional)

Select which order statuses to include:

Pending Payment
Confirmed
Processing Order
Shipped
Ready For Pickup
Delivered
Complete
Refunded
Returned
Cancelled
And more...

Select multiple statuses to export (hold Ctrl/Cmd while clicking). Leave blank to export all statuses.

Download Export

Click Export button
CSV file downloads automatically
File named: orders_export_YYYY-MM-DD.csv

The CSV includes:

Order number
Order date
Customer name and email
Shipping address
Order items and quantities
Payment method
Order total
Order status
Tracking information (if applicable)

Use Cases for Exports:

Import to QuickBooks or other accounting software
Analyze sales trends in Excel/Google Sheets
Create custom reports for tax purposes
Track fulfillment performance
Back up order data

Order Management Best Practices

Speed Matters

Process orders daily: Check your dashboard every day for new confirmed orders
Mark as processing immediately: As soon as you start working on an order, update its status
Ship within 1-2 business days: Fast fulfillment increases customer satisfaction and reviews
Prepare pickup orders promptly: Mark ready for pickup as soon as items are prepared

Communication is Key

Let automation work: E2C automatically notifies customers when orders are shipped, ready for pickup, refunded, or cancelled—you don't need to send manual emails
Update shipping info accurately: Tracking numbers and carrier info help customers track their packages
Be responsive: If customers contact you with questions, respond within 24 hours

Quality Control

Verify order details: Double-check items, quantities, and variations before packing
Pack securely: Use appropriate packaging materials to prevent damage
Label clearly: Include order numbers on packages, especially for pickup orders
Include extras: Thank you notes, stickers, or samples create memorable unboxing experiences

Stay Organized

Use the dashboard statistics: Monitor Confirmed, Processing, and Shipped counts to stay on top of fulfillment
Process in batches: If you have multiple orders, prepare them together for efficiency
Print orders if needed: Use the Print button for physical packing slips
Complete finished orders: Mark orders complete after successful delivery/pickup to keep your active orders list clean
Export regularly: Download order data monthly for accounting and record-keeping

Track Your Performance

Monitor your order dashboard to track:

How many orders are waiting for fulfillment (Confirmed count)
How many you're actively working on (Processing count)
Shipped orders awaiting delivery
Completed orders (your successful fulfillments!)

Happy customers = Repeat customers: Excellent order fulfillment leads to positive reviews, repeat purchases, and word-of-mouth marketing. The summary statistics help you stay on top of every order!

Handling Special Situations

Out of Stock Items

If an ordered item is out of stock after an order is placed:

Contact the customer immediately (use your store's contact email)
Offer alternatives:
- Wait for restock with a specific timeline
- Substitute with a similar product
- Cancel entire order with full refund
Process cancellation or refund using the buttons in order details

Act quickly: Contact customers within 24 hours of discovering stock issues to maintain trust.

Shipping Delays

If you can't ship on time or the carrier has delays:

Contact the customer proactively (before they ask)
Explain the reason (weather, carrier issues, supply delays)
Provide new estimated delivery date
If delay is significant, offer compensation (discount code for next purchase)

Damaged or Incorrect Items

If a customer reports a problem:

Request photos as evidence
Apologize for the inconvenience
Offer immediate solutions:
- Send replacement with free shipping (mark original order and create note)
- Issue full refund
- Issue partial refund if customer wants to keep item at discount
Process refund using the Issue Refund button if applicable

Wrong or Incomplete Address

Before adding shipping info:

Contact customer to verify and confirm correct address
Note the correct address before shipping

After adding shipping info but before carrier pickup:

Update tracking information with correct details
Contact carrier immediately to update if already picked up

After carrier has the package:

Contact carrier to redirect (may charge rerouting fees)
If package returns to you, contact customer for correct address and reship (discuss shipping cost with customer)

No-Show Pickup Customers

If a customer doesn't arrive for their scheduled pickup:

Wait through their pickup time window plus 30 minutes
Contact customer via email or phone (if provided)
Offer to reschedule for another available pickup slot
Set a deadline: If no response after 48-72 hours:
- For prepaid orders: Hold for 7 days, then process refund
- For cash on pickup: Cancel order (no payment was collected)

Troubleshooting

"Can't see Mark as Processing button"

Solution: The button only appears for orders with status:

Confirmed
Cash at Pickup

Orders in other statuses don't show this quick action. You can still view the order for other available actions.

"Can't add shipping information"

Solutions:

Check order is a shipping order, not a pickup order (pickup orders don't show the shipping info button)
Verify order status is Confirmed, Processing Order, Shipped, Delivered, Refunded, Returned, or Complete
Ensure you're on the order details page, not the orders list page

Check:

Shipping carrier field is filled (required)
Tracking number field is filled (required)
Tracking number not too long (check character limits)
Content passes moderation (doesn't contain prohibited terms)

If moderation blocks your tracking info, you'll see a specific message. Review the terms and conditions and revise.

"Can't cancel or refund order"

Solutions:

Cancel only works for: Pending Payment, Payment Failed, Confirmed, Processing Order, Cash at Pickup
Refund only works for: Confirmed, Processing Order, Shipped, Ready For Pickup, Delivered, Returned (excludes cash orders)
Cash on Pickup orders cannot be refunded online (handle cash returns in person)
Orders already completed, cancelled, or refunded cannot be modified

"Customer says they didn't receive notification email"

Check:

Customer's spam/junk folder
Email address in order details is correct
Email was sent (check action completed successfully)

If needed, you can manually email the customer with order details from your own email.

"Export Orders button is disabled"

Solution: You don't have any orders yet! The export button only becomes active once you have at least one order in your store.

"Print button not working"

Solutions:

Ensure pop-ups are allowed in your browser
Check printer is connected and browser has print permissions
Try a different browser if issue persists
Use your browser's print function (Ctrl+P / Cmd+P) as an alternative

Managing Orders

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