Order Management Overview | Order Management

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To meet the demands of handling a large number of orders, you can make adjustments to payment and delivery statuses directly on the order management page. You can also apply multiple filter conditions to narrow down specific orders. These filter conditions include order tags, payment methods, logistics status, delivery methods, shipping label/ report export status (visible only for Taiwanese stores or stores using NT$), and more, allowing for easier order management.

 

This article will cover the following:

 

1. View order list

Go to Admin > [Order Management] > [Orders] to view all online store and POS orders. 

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Click the View Order Analysis button on the top right to view more detailed data about your orders. 

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Below is the "Order Overview" page.

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2. View order details and updated statuses 

Step 1. Update payment/ delivery status  

When a customer places an order, both the customer and the merchant receive a notification email where the default order status is "Open," payment status "Unpaid," and delivery status "Unfulfilled."


If the order is paid with a non-integrated payment option (e.g. Bank Transfer/ ATM), you can check the order in Admin and change the payment status for a single order or in batches. For example, after reconciliation, you can change the payment status of the order from "Unpaid" to "Paid."


*Note:
If you are using an integrated payment option, the system will automatically update the payment status for an order. If you manually update the payment status of an order, the system will not update again. The status will remain the same as it will prioritize the changes you manually made. 

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In addition, you can check orders in Admin and change the delivery status for a single order or in batches, for example, changing the delivery status from "Unfulfilled" to "Shipping."

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*Note: For orders using an integrated logistics option, once their delivery status is "Shippable," the following will apply.

  • Before the delivery status of an order turns "Shipped," you can manually change the delivery status from "Unfulfilled" to "Shipping" and vice versa. You can also choose whether or not to send a notification message to the customer to inform them of the change in status.
  • For integrated delivery options, statuses other than "Unfulfilled" and "Shipping" are updated by the logistics provider as per the actual delivery situation. If you are NOT using integrated logistics options, you will need to manually update statuses that are not "Unfulfilled" and "Shipping." If you choose to send an email notification to the customer, they will receive an immediate status notification based on the current state of the order.

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Step 2. Notify your customers 

Before confirming the update, you can choose whether to send an email notification about the update to your customers. 

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🔔 Options to resend different order notifications

If you have enabled the "Custom Notification" feature, you can choose to send different order notifications when selecting "Resent Notification."

*Note: To enable the SMS feature, please contact the Merchant Success Team.

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Please also refer to Custom Notification and Custom Notification - Variables for further details.

 

3. Search and filter orders 

In Admin, go to [Order Management] > [Orders] and click Additional Filters to search and filter orders using the following: 

  1. Order Status:
    Open; Confirmed; Completed; Cancelled

  2. Order Tag: 
    has any of; is exactly; has none of

  3. Payment Status: 
    Unpaid; Failed; Expired; Paid; Refunding; Refunded; Partially Refunded

  4. Payment method: Available filtering options vary depending on the merchant's settings.

  5. Delivery Status:
    Unfulfilled; Shipping; Shipped; Arrived; Collected; Returned; Returning

  6. Delivery Method: Available filtering options will vary depending on the merchant's settings.

  7. Shipping Label/ Report Export Status:
    Stock Picking List Not Exported; Stock Picking List Exported;
    Order Invoice Not Exported; Order Invoice Exported
    ("Shipping Label Status" is only available for merchants in Taiwan using 7-11 C2C / B2C; FamilyMart B2C and T-cat delivery)

  8. Order Type:
    Preorder; Non-preorder

  9. Product Details Edit Status:
    Edited; Non-edited

  10. Order Split Status:
    Parent order; Child order; General order (non-split) 

  11. Order from:
    Storefront Website; Admin Panel 

  12. Credit Revert Status:
    Reverted; Not Reverted

 

Step 1. Add Filter

In SHOPLINE Admin, go to [Order Management] > [Orders] and click open the "Add Filters" drop-down menu to select one or more of the following filters: Order Status; Payment Status; Payment Method; Delivery Status; Delivery Method; Order Tag, etc. 

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Step 2. Add more filters

You can use multiple filters at once to search through orders. After you have selected a filter and a value, you can use the same process to add additional filters from the drop-down menu.

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Step 3. Search by keyword; custom fields; or SKU

You can also enter the following search terms to filter through orders: keyword, multiple orders, customer phone number, SKU, and other custom fields. 

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  • Keyword Search
    You can use this to search orders by customer name, phone number, order number, email, shipping number, product name, etc. 
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  • Custom Fields Search
    You can search through orders using custom filtering conditions, using up to a maximum of five conditions (you can set these custom filtering conditions on the customer settings page. However, date of birth, gender, and other basic customer information fields are not included. For more detailed information, please refer to Collect Customer's Data Details.
    An order only needs to include one of the specified custom search fields to be included in the search results. 

    *Note: Search results will only contain orders created after 1 Jan 2021. 
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    • Search using Latin alphabet/ Roman numerals:
      • If you want to search for the keyword "SHOPLINE," the system will search for all orders containing the keyword "SHOPLINE." However, input such as "SH, SHOP, sho, shop, shopli," and so forth will also return results containing this keyword. 
      • If there are alphanumerical characters before or after a search phrase, or if it's placed in the middle of a string, it won't be searchable. For example, a search that uses keywords like "SHOPLINE 123, 123 SHOPLINE, OPLIN, HOP" and so forth will not return results containing the term "SHOPLINE".  
        *Note: Pieces of text with a space between them will be regarded as separate search keywords. 

  • Search by SKU
    You can search for and filter orders by SKU. The types of products that can be searched for using this filter condition include standard products, product variants, add-ons, free gifts, and products of product sets.
    *Note:
    1. If searching using multiple SKUs at once, please separate each SKU using either a space or "". You can search using a maximum of 10 SKUs at once.
    2. Search results will only contain orders created after 1 Jun 2021.

    Should you like to learn more about the operation of the SKU, please refer to SKUs (stock keeping units).

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    When using SKUs to search, there are two filter conditions to choose from:
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    • Has any of: An order only has to have one product contained within the order to be returned in the search result. 
      Example: 
      Order A contains "Product P1" (SKU: 123) and "Product 2" (SKU: 465)
      Order B contains "Product 1" (SKU: 123)
      Both orders A and B will be included in the results for an SKU-based search that uses the "Has any of" condition and the search terms "123", and "456".
    •  
    • Is exactly: The SKUs of the products within an order must match the search terms exactly to appear in the results. 
      Example:
      Order A contains "Product 1" (SKU: 123) and "Product 2" (SKU: 465)
      Order B contains "Product 1" (SKU: 123)
      Only order A will be included in the results for an SKU-based search that uses the "Is exactly" condition and the search terms "123", and "456".

 

Step 4. Default tabs

For "Regular Order Management" in the SHOPLINE Admin, there are three default category tabs: “Order is Open”, “Unpaid”, and “Unfulfilled”. 

*Note: If you have other features enabled, different fields may appear.

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If there are stores that have activated other integrated logistics services, they can also filter here to further categorize and view orders.

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4. Select all orders across pages

When faced with a large volume of requirements for order management, using the "Select all orders across pages" feature can assist you in exporting the data you need all at once, including Stock Picking List, Order Report, and Packing Slip.

 

i. Supported pages

  • Regular Order Management
    • Order is Open (the orders being processed)
    • Unpaid
    • Unfulfilled (products being stocked up)

*Note: The "Select all orders across pages" feature supports adding filters on the above three pages; however, it does not support search by keywords in the search bar.

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  • Logistics Order Management
    • Non-executed
    • Processing
    • Shippable
    • Awaiting Shipment

*Note: The "Select all orders across pages" feature supports adding filters on the above three pages; however, it does not support search by keywords in the search bar.

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ii. Procedure

Step 1

Go to Admin > [Order Management] > [Orders]. On any page that supports this feature, check the box next to "Order No." to select all orders on that page.

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Step 2

You will then see a blue reminder that says "24 order(s) are selected" and a button Select all orders labeled 2. as illustrated below. Click on this button to proceed.

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Step 3

Once the highlighted area displays "All orders selected" and the Cancel all orders button appears, it indicates that orders across pages have all been selected.

*Note: Upon selecting all orders, please be aware that checking any individual order, clicking on other pages, adding filter criteria, or using search by keywords will result in this feature being disabled.

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Step 4

Click on the More Actions drop-down menu and choose Export Stock Picking List, Export Order Report, or Export Packing Slip.

If you would like to learn more about the steps to export, please refer to Order Export.

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iii. Limitations

When using the "Select all orders across pages" feature, the number of orders must not exceed the export limits as follows (the system will display a reminder):

  • Order report: 120,000 orders
  • Stock picking list: 10,000 orders
  • Packing slip: 2,500 orders

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When using the "Select all orders across pages" feature, the following operations are not supported (buttons unsupported will be automatically grayed out):

  • Bulk Actions
    • Update status
    • Delete
    • Add tags
    • Remove tags
    • Void Invoice
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  • Batch Execution
    • Execute Shipment
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    • Print Labels
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    • Print Label (including all the options in the drop-down menu)
    • Cancel Shipment
    • Shipping Summary
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  • More Actions
    • Export Order Invoice
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