Merchants can adjust and view the order status to access the progress of each order. You can refer to this article to understand the order status and product fulfillment logic.
This article will cover the following:
- Order statuses
- Product fulfillment and fulfillment reverted
- Update payment status by system
- Auto-cancel orders with "expired" payment status
To enable "Return Order by Customer," please read Return Order by Customer.
1. Order statuses
Every order includes the following three types of status (Order status, Payment status, and Delivery status). Payment statuses "Failed" and "Expired" are automatically updated by the system, while you can manually update the order status.
Partially Refunded
You can manually select "Partially Refunded" as the payment status for situations where only part of the payment has been refunded.
*Note: The above does not include 7-11 and FamilyMart's delivery status. Please proceed to the following articles (currently available in Traditional Chinese) if you need any further information: 7-11 B2C / 7-11 C2C / 7-11 C2B / FamilyMart B2C
Notes on original orders with return orders
- If an order is associated with a return order that is not yet completed or cancelled, the original order status cannot be changed to "Completed".
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Once the order status is changed to "Completed", you cannot further edit the order. If the order's products are still within the cooling-off period, do not change the order status to "Completed".
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If an order is associated with a return order that is not yet completed or cancelled, the original order status cannot be changed to "Completed".
[Coming Soon] Operation limitations when order status is "Completed":
- The following actions are NOT available:
- Edit Order details or Order status
- Edit Order customer details
- Edit Delivery details, Delivery status, or Tracking Number
- Edit Product Details or Order Total
- Split orders
- The following actions are available:
- Edit Payment status
- Edit Order Tag or Comments
- Issue invoice
- Initiate SHOPLINE Payments online refund
- Send order notifications
- Order Invoice or Packing slips
- Return products
2. Product fulfillment and fulfillment reverted
i. Use Stripe as the payment method
- If your Stripe has not enabled the 3D Secure authentication: Orders will be created, and the product quantity will be deducted only after the customer completes their order payment.
- If your Stripe has enabled the 3D Secure authentication: the same case as ii. Use other payment methods.
ii. Use other payment methods
When the customer clicks the Place Order button on the checkout page, a new "Unpaid" order will appear in the Admin. The product quantity will be deducted from the inventory.
- Subsequently, if the order transaction fails, the system will automatically update the payment status to "Failed" and cancel the order (the order status will be updated to "Cancelled"). Due to the order cancellation, the inventory is returned simultaneously.
- Subsequently, if the order transaction time expires, it will depend on whether you have enabled the auto-cancel order feature. If the feature is enabled, the system will update the order status to "Cancelled" and return the inventory simultaneously.
*Notes:
- When the order status is "Cancelled", the system will automatically return the inventory. In some occasions where orders have applied for promotions, the system will also return the promotion usage count.
- Please note that if you delete the order directly, inventory and promotion will not be returned.
3. Update payment status by system
i. Paid
If your store adopts a third-party payment service through SHOPLINE's integration, payment status is automatically updated to "Paid" after a successful customer transaction. However, information on third-party payment gateway platforms shall prevail in case of any discrepancy.
ii. Failed
If your store uses a third-party payment service with SHOPLINE's integration, payment status is automatically updated to "Failed" if a customer transaction is rejected. The system will cancel the order so that the inventory is up to date. You can go to the "Order Details" page to view the feedback from the payment service provider regarding the failed payment.
Here are some common conditions:
- Invalid card information
- Card lost
- Card expired
- 3D Secure authentication failure
- Connection failure, etc.
If the payment for a credit card order fails, the page will directly jump back to the checkout page, and an error message will appear. The shopping cart items, orderer, and delivery information will be saved. Customers only need to enter the credit card number again (given that the card can be accepted by the bank's authorization) to re-submit the order.
iii. Expired
If the customer does not complete the payment process and leaves the website directly, the system will update the payment status to "Expired" after the expiry time.
Here are some common conditions:
- Failure to submit order due to unknown reason
- Failure to access OTP to retrieve SMS one-time password
- Failure to complete 3D Secure authentication (did not receive SMS or process interrupted)
Please refer to the following table for detailed payment expiry time:
| Payment Service Provider | Payment Method | Expiry Time |
| ECpay (TW) | Credit Card Credit Card via (months interest installment) WebATM |
1 Hour |
| CVS | According to custom due date (7 Days by default) |
|
| Barcode | 12 Days | |
| ATM |
According to custom due date (3 Days by default) |
|
| O'Pay (TW) | Credit Card Credit Card via (months interest installment) WebATM |
1 Hour |
| CVS | 7 Days | |
| ATM | 3 Days | |
| LINE PAY (TW) | LINE PAY | 0.5 Hour |
| AsiaPay | Credit Card UnionPay Alipay |
1 Hour |
| Dragonpay | Dragonpay | 2 Days |
| PayPal Express | Credit Card PayPal |
3 Days |
| HSBC (HK) |
FPS PayMe for Business |
1 Hour 15 Minutes |
| Razer Merchant Services |
Online Banking/FPX Credit Card |
1 Hour |
| Stripe | Stripe 3D Secure | 6 Hours |
| SHOPLINE Payments |
Credit Card AlipayHK Google Pay (HK) FPS (HK) UnionPay (HK) UnionPay (TW) Chailease Zingala (TW) ATM Bank Transfer (TW) |
1 Hour 1 Hour 6 hours 1 hour 3 Minutes 15 Minutes 3 Days By custom |
|
Apple Pay |
5 Minutes |
|
| OMISE | Credit Card Paynow |
3 Hours |
| Octopus (HK) | Octopus | 15 minutes |
*For customers using ECPay Credit Card; Taishin card acquiring operation; Bank SinoPac card acquiring operation and SHOPLINE Payments:
If the transaction proceeds to 3D Secure authentication, i.e., after a customer submits an order, they will be redirected to the 3D Secure authentication page of the card-issuing bank. The page is usually valid within 10 minutes. If the customer does not enter the one-time password within the time limit, the page may expire. The order status will be updated to "expired" in one hour. If the customer wishes to resume the purchase, they have to replace the order.
*Notes:
- If the customer selects ECPay credit card payment but does not complete the 3D Secure authentication, the order status will first be updated to "Expired." Then ECPay will send a message of failure to the system, so the order status will be updated to "Failed."
- The time for SHOPLINE Payments credit card payment status to change depends on the payment service channel, generally ranging from 10 minutes to 1 hour, up to 6 hours.
*For customers using SHOPLINE Payments Credit Card:
For the online store orders, the customer has 1 hour to complete the payment after clicking the Place Order button. For the manual orders, the customer has 1 hour to complete the payment after clicking the Pay now button. If the customer does not click the Pay now button, the payment can be completed within 3 days.
If the payment is not completed within the time limit, the credit card link will expire, and the order status will be updated to "Expired".
4. Auto-cancel orders with "expired" payment status
If you think canceling expired orders manually takes too much effort, you can turn on the "Automatically cancel orders with expired payment status" option on the "Order Settings" page. Once the setting is switched on, the system will automatically change the order status of expired orders to "Cancelled" and immediately return the inventory.
If you have already changed the Order Status manually before the status is changed automatically by the system, then that order's status will not be updated. The status will reflect the status set during the manual set.
Example:
You have an order that has been paid by credit card and the payment status reflects "Unpaid" while the order status reflects "Open". The order status is then changed to "Confirmed", but due to the payment information not being received the payment status becomes "Expired". If you have enabled the "Automatically Cancel Expired Orders" feature, the system will not change the Order Status to "Cancelled," as it has been manually changed to "Confirmed". Thus, the payment/order status of the order would be: "Expired" + "Confirmed".
*Note:
Due to temporary abnormalities, the system may sometimes return the status of an order to "Paid" after it has "Expired". In these situations, the status will be re-updated to "Paid" and automatically cancelled orders will be updated to "Open" to ensure that inventory is held. When a product is out of stock, the system will be unable to update the order status (The status of orders in this situation would be: "Cancelled" and "Paid").
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