SiteGround Ecommerce utilizes several statuses to reflect the current state of each order in your online store. These are:
- Processing – an order status used for orders yet to be completed. This could mean sending or delivering an order containing physical products, or providing a virtual product (service).
- On Hold – the initial status for all orders paid by a direct bank transfer. These orders are to be processed once you confirm the payment is received in your bank account.
- Completed – for orders containing physical products, the order has been sent or delivered. For orders containing a virtual product (service), the service has been provided. For orders containing downloadable files, the customer was given access to download the file. This status indicates that no further action is needed.
- Refunded – the order’s payment has been refunded.
- Cancelled – the order is cancelled by the store owner. An order could be cancelled due to various reasons – it can’t be fulfilled due to product unavailability, or the customer contacted the store to cancel it.
Order Actions
Order actions can be performed from the single order’s details page. Here are the steps:
- Go to Site Admin > Store Manager > Orders and click on an order number.
- Press the Order Actions button in the top right corner.
- Select the new status.
You can choose between the following options:
- Complete – Use this status for orders containing physical products, when the order has been sent or delivered, and for orders containing a virtual product (service), when the service has been provided. This status indicates that no further action is needed.
- Cancel – the order is canceled (for example, a customer called on the phone and requested to cancel the order).
- Refund – the order is fully or partially refunded.
Below, we will take a closer look at each action.
Complete
When you select Complete, a new pop-up opens to confirm the completed order and send an “Order Complete” email to the customer. You can also add an additional message to the customer that will appear in the “Order Complete” email. To finalize the action, press Confirm.
Cancel
When you select Cancel, a new pop-up opens to confirm the cancellation and send an “Order Cancelled” email to the customer. You can also add an additional message to the customer that will appear in “Order Cancelled” email. To finalize the cancellation, press Confirm.
Refund
When you select Refund, a Refund order page will open. Thе page resembles the Order Summary section from the original order page with a few differences.
- Refund Quantity: Indicates which products and in what quantity should be refunded. The default value is set to the original quantity, but you can adjust the number as needed.
- Reason for Refund (optional): Here, you can explain why you are making the refund. Note that this will be included in the Refunded Order email sent to the customer.
- Refund Shipping Cost: Determines whether the shipping cost will be refunded along with the product(s). This option is enabled by default.
As you make changes to the refunded products, their quantity, and whether shipping is refunded, you will see these changes in the Summary section, which will now include:
- Refund: Shows the result of the refund quantity multiplied by the price (including tax) for all products, plus the shipping cost (if refunded).
- Net Order Amount: Shows the total order amount minus the Refund Amount.
You can continue with the refund process by clicking on Refund in the top right. You will see a final warning that the refund will be processed. Press Confirm to finalize it.
Once the refund is processed, you will be taken to the single order page, where you will see the following changes:
- The status is “Refunded”.
- The Order Actions button is inactive, indicating that the order is no longer editable.
- The Order Summary section includes Refund Quantity, Refunded Shipping (if any), Refund Amount, and Net Order Amount.
How to View a Log of the Order Status Changes
You can view the changes made to the order status from the single order page. Once you open it, scroll down to the Action Log section and you will see what kind of status changes were made at what time.
