How to Manage Orders, Fulfillment, and Refunds in Your Online Store

10Web lets you manage customer orders, process payments, fulfill purchases, issue refunds, and generate order documents from your online store's WordPress dashboard. You can also configure automatic customer notifications to keep shoppers informed about their purchases.

This guide explains how to find and manage orders, create manual orders, handle fulfillment and refunds, configure invoices, and customize order-related emails.

If you haven't finished configuring your store, see How to Set Up Payments, Shipping, and Taxes for Your Online Store before accepting customer orders.

Step 1. Access and manage your store orders

All orders placed through your online store appear in the Store → Orders section. This includes purchases made through the storefront, orders paid through payment links, and orders you create manually for phone, email, or in-person sales.

To access your orders, first open your website's WordPress dashboard.

You can access it in two ways:

• From the 10Web dashboard, click the W icon on your website thumbnail.
• From the 10Web Editor, click the W icon next to the Publish/Save button.

Then navigate to Store → Orders.

Step 2. View and find orders

The Orders page displays your store's purchases in a list, with the following information:

• Order: The order number used to identify the purchase.
• Placed: The date the order was created.
• Customer: The customer associated with the order.
• Status: The current order status.
• Payment: Whether payment has been received, is pending, or has failed or been refunded.
• Fulfillment: Whether the purchased items have been fulfilled.
• Total: The order's total amount.

To review an individual order, click its order number to open the order details. The order details provide the information and actions needed to manage that purchase.

Filter orders

You can filter orders to find purchases that require your attention.

1. Navigate to Store → Orders.
2. Click Filter.
3. Use the available filters:
   • Payment: Filter by payment state, such as Paid, Unpaid, or Refunded.
   • Fulfillment: Filter orders by their fulfillment state.
   • Source: Filter orders based on how they were created.
   • Placed from: Select the beginning of a date range.
   • Placed up to: Select the end of a date range.
4. Click Apply filters.

To remove the selected filters, click Clear.

You can also sort orders using the available column headings, including order number, date, and total.

Example AI prompt:

Help me find orders placed during the last seven days that have been paid but are not yet fulfilled.

Export orders

You can export your order information for record-keeping or further analysis.

1. Navigate to Store → Orders.
2. Apply any relevant filters if you want to narrow the order list.
3. Click Export.
4. Save the exported file.

Step 3. Understand order and payment statuses

Order, payment, and fulfillment information help you understand what has happened to a purchase and what needs to happen next.

Payment statuses

The Payment column shows whether the customer has paid for the order.

The available payment states include:

• Unpaid: Payment has not been received.
• Awaiting payment: Payment is pending or requires further action.
• Paid: The store has received payment confirmation.
• Payment failed: The payment attempt was unsuccessful.
• Partly refunded: Part of the payment has been returned to the customer.
• Refunded: The payment has been fully refunded.

Payment states are updated according to payment activity and the results reported by the connected payment provider.

Order and fulfillment statuses

Order status describes the purchase's progress, while fulfillment state tracks whether the purchased items have been handed over or shipped.

For example, after payment is confirmed, an order can move into processing. It remains there until you fulfill it or otherwise update its status.

Fulfillment may cover the complete order or only some of its items when products are shipped separately.

Update an order's status

To manage an order's status:

1. Navigate to Store → Orders.
2. Open the order you want to manage.
3. Review its current order, payment, and fulfillment states.
4. Use the available order status controls to select the appropriate status.
5. Save or confirm the change.

Step 4. Create orders manually

You can create an order yourself when a customer purchases by phone, email, or in person, rather than through your online storefront.

Manual orders use your store's product prices, discounts, shipping methods, and tax rules, while also allowing you to override certain charges when necessary.

Add a new order

1. Navigate to Store → Orders.
2. Click New order.
3. Under Customer, enter the customer's name or email address and click Find customer if the customer already exists in your store.
4. Alternatively, enter a new customer's Email and Phone number.
5. Under Products, search for products by name or SKU using Search products.
6. Select a product from the Product dropdown.
7. If the product has variations, choose the appropriate option.
8. Enter the quantity the customer wants to purchase.
9. Continue adding products as needed.

Every order requires a customer email address. It is used to identify the customer and send order-related notifications and documents.

Choose a delivery method

Under Delivery, select how the order will be fulfilled.

The available options are:

• Ship to an address: Deliver the order to the customer's address.
• Collection from a pickup location: Allow the customer to collect the order from an available pickup location.
• No delivery (sale in person): Record a sale that does not require shipping.

If you select Ship to an address:

1. Under Country / Region, choose the destination country.
2. Enter the customer's first name, last name, and company name, if applicable.
3. Complete the street address, apartment or suite, city, state, and postcode.
4. Enter the customer's phone number.
5. Leave Bill to the same address enabled if the billing and shipping addresses are identical, or disable it to enter separate billing information.
6. Under Delivery method, select an available method after recalculating the order.

The available delivery methods depend on the products and destination address.

Apply discounts, taxes, and additional information

Under Discount, tax and note, you can customize the order before creating it.

1. Enter an existing discount code in Coupon code, if applicable.
2. Enter the customer's Business tax number if the purchase requires it for invoicing.
3. Use Override delivery charge to enter a custom shipping amount, if needed.
4. Use Override tax to enter a custom tax amount, if needed.
5. Enter any relevant details in Customer note.
6. Click Recalculate to update the order total.
7. Review the calculated total under Order total.
8. Click Create order.

The customer note is recorded on the order and included in the new-order email sent to the merchant.

Example AI prompt:

Help me prepare a manual order for a customer who wants two Trailguard Helmets and one Chainlock U-Lock, with delivery to California. Apply the available shipping and tax rules and show me the total before I create the order.

Step 6. Record payments and send payment links

After creating a manual order, you can record a payment received outside the website or request an online payment from the customer.

Record a manual payment

Use this option when you have already received the payment through an external method, such as cash or bank transfer.

1. Navigate to Store → Orders.
2. Open the manual order.
3. Locate the order's payment actions.
4. Choose the available action for recording a payment.
5. Enter the payment details and confirm that the money has been received.
6. Save or confirm the action.

When the payment is recorded, the store updates the order's payment state and generates the appropriate invoice.

Send a payment link

If the customer has not paid yet, you can send a payment link so they can complete the purchase online.

1. Open the unpaid order under Store → Orders.
2. Locate the available payment link action.
3. Generate a payment link for the order.
4. Share the link with the customer.
5. Once the customer pays, the connected payment provider reports the result and the store updates the order's payment status.

You can configure how long payment links remain valid under Store → Settings → Payments → Payment links.

Step 7. Fulfill orders and add shipment tracking

After payment is confirmed, you can begin fulfilling the order. Fulfillment records which purchased items have been shipped or handed over to the customer.

Fulfill an order

1. Navigate to Store → Orders.
2. Open an order that is ready for fulfillment.
3. Review the purchased products, quantities, and delivery information.
4. Use the order's fulfillment action to indicate which items are being fulfilled.
5. For orders shipped in multiple packages, select the appropriate items and quantities for that fulfillment.
6. Confirm the fulfillment after the products have been dispatched or handed over.

When only some items have been shipped, the order can reflect partial fulfillment until the remaining products are dispatched.

Add tracking information

For orders delivered by a shipping carrier, you can record shipment tracking information.

1. Open the order under Store → Orders.
2. Locate the fulfillment or shipment tracking controls.
3. Enter the shipping carrier and tracking number.
4. Save the shipment information.

The tracking information can then appear in the customer's shipping notification and order history.

Cancel customer orders

If an order cannot proceed, you can cancel it from the order details.

1. Navigate to Store → Orders.
2. Open the order you want to cancel.
3. Review its payment and fulfillment information.
4. Use the available cancellation action.
5. Confirm the cancellation.
6. If payment has already been collected, process the appropriate refund separately.

Canceling an order returns its reserved or purchased stock according to the store's inventory rules.

Issue full or partial refunds

10Web supports full and partial refunds. You can refund an entire order or return the value of specific products and quantities.

The e-commerce store manages the refund record, order totals, stock adjustments, and credit notes, while the connected payment provider handles the transfer of money.

Issue a full refund

1. Navigate to Store → Orders.
2. Open the paid order you want to refund.
3. Review the order's payment history and amount available for refund.
4. Open the refund action.
5. Choose to refund the full eligible amount.
6. Enter a refund reason if requested.
7. Choose whether the returned products should be restocked, if applicable.
8. Review the refund details and confirm the refund.

Once the refund succeeds, the store records it against the original payment and generates the corresponding credit note.

Issue a partial refund

Use a partial refund when you only need to return part of a customer's payment, such as when a product is returned but the rest of the order remains valid.

1. Open the relevant paid order.
2. Choose the refund action.
3. Select the products, quantities, or amount to refund.
4. Review any applicable shipping and tax amounts being returned.
5. Enter the refund reason.
6. Choose whether refunded products should be returned to inventory.
7. Review the total and confirm the partial refund.

An order can have multiple partial refunds, provided the total refunded amount does not exceed the amount originally paid.

Manage inventory after refunds and cancellations

Stock levels are updated when relevant order and refund actions occur.

• Paid orders: The store reduces the available stock for purchased products.
• Canceled orders: Stock is returned according to the cancellation rules.
• Refunded products: Stock can be returned when you select the applicable restocking option.

To review changes to a product's stock:

1. Navigate to Store → Products.
2. Open the product.
3. Scroll to Product data → Inventory.
4. Review Recent stock movements.

This section records changes caused by sales, cancellations, restocking, and manual stock adjustments.

Step 8. Configure invoices, credit notes, and order documents

10Web automatically generates order documents, including invoices when orders are paid and credit notes when refunds are issued.

You can configure document numbering and other available options from your store settings.

Configure order numbering

1. Navigate to Store → Settings → Documents.
2. Under Order numbers, enter an optional Number prefix, such as ORD-.
3. Under First number, enter the number from which the order sequence should begin.
4. Click Save settings.

For example, using the prefix ORD- and the first number 1001 produces an order number such as ORD-1001.

Configure invoice numbering

Every paid order produces an invoice. Invoices use their own numbering sequence, separate from order numbers.

1. Navigate to Store → Settings → Documents.
2. Scroll to Invoices.
3. Set the Number prefix, such as INV-.
4. Choose the First number for the invoice sequence.
5. Click Save settings.

Invoices are issued automatically when an order is paid, including when payment is recorded manually.

Configure credit notes

Credit notes document money returned to customers through refunds.

1. Navigate to Store → Settings → Documents.
2. Scroll to Credit notes.
3. Enter a Number prefix, such as CN-.
4. Set the First number.
5. Click Save settings.

A credit note is generated automatically when a refund is issued.

Customize document footer text

You can add text that appears at the bottom of invoices and credit notes, such as payment terms, business registration details, or a thank-you message.

1. Open Store → Settings → Documents.
2. Scroll to Footer.
3. Enter your preferred text under Printed at the bottom.
4. Click Save settings.

Example footer:

Thank you for shopping with CHAINSTAY. For questions about your order, please contact our customer support team.

Access invoices, packing slips, and credit notes

Order documents are associated with the relevant purchase.

1. Navigate to Store → Orders.
2. Open the order.
3. Locate the available document actions.
4. Open the invoice, packing slip, or credit note associated with the order.
5. Use your browser's available print or save options to keep a copy.

Invoices contain the recorded order details, including purchased items, quantities, prices, discounts, shipping, taxes, and total amount. Packing slips provide the information needed to prepare a shipment.

Step 9. Configure order emails and customer notifications

10Web can send automatic emails to customers and merchants when important events occur, such as successful payments, order fulfillment, refunds, cancellations, and low-stock alerts.

Manage email notifications

1. Navigate to Store → Settings → Emails.
2. Under The emails this store sends, expand the notification you want to configure.
3. Review When it is sent to understand what triggers the email.
4. Under Send it, enable or disable the notification.
5. Customize the Subject, Heading, and Opening paragraph.
6. Click Save this email.

The available notifications include:

• Order confirmation: Sent to customers when their order is paid.
• Payment received: Confirms that payment was successfully collected.
• Order shipped: Informs customers that their order has been fulfilled.
• Order refunded: Notifies customers of a full or partial refund.
• Order cancelled: Informs customers that their purchase has been canceled.
• Invoice: Sends an invoice to the customer.
• New order: Notifies the merchant about a new purchase.
• Low stock: Alerts the merchant when inventory reaches a low-stock threshold.
• Failed payment: Notifies the merchant about an unsuccessful payment.

You can use placeholders in email content to automatically insert order and customer information.

Supported placeholders shown in the editor include:

• {store_name}
• {order_number}
• {customer_name}
• {first_name}
• {total}

Example order confirmation:

Subject: Your order {order_number} from {store_name}

Heading: Thank you for your order, {first_name}!

Opening paragraph: We've received your order and payment. Your order total is {total}. We'll notify you when your items have been shipped.

Preview and reset email templates

Before saving an email notification, you can check how it will appear to customers.

1. Open Store → Settings → Emails.
2. Expand the notification you want to review.
3. Click Preview to see how the email will look.
4. If needed, click Reset to the default wording to restore the original content.
5. Click Save this email after making your final changes.

Customize email branding

You can configure the design settings shared by your store's email notifications.

1. Navigate to Store → Settings → Emails.
2. Scroll to How the emails look.
3. Under Accent colour, enter the color used for email headings and buttons.
4. Under Footer text, add business contact information or other text that should appear at the bottom of every email.
5. Review the store logo. To change it, use the link to the General tab.
6. Click Save settings.

The accent color is also used in invoices.

Configure sender information

Under Who they come from, configure the information associated with your store's outgoing emails.

1. Open Store → Settings → Emails.
2. Enter a Sender name. If left empty, the store name is used.
3. Enter a Sender address using an email address on a domain you control.
4. Optionally, configure a separate Reply-to address.
5. Enter Your notification address for new-order, low-stock, and failed-payment alerts.
6. Click Save settings.

Configure email delivery and send a test email

Your store can send notifications through its hosting server or a configured SMTP service.

To review and test email delivery:

1. Navigate to Store → Settings → Emails.
2. Scroll to How they are sent.
3. Under Delivery, select the available email delivery method.
4. Review Currently sending through to see the active method.
5. Click Save settings.
6. Scroll to Send a test email.
7. Enter the recipient email address under Send to.
8. Click Send test.
9. Check whether the message arrives in the recipient's inbox or spam folder.

Step 10. Review payment and email activity logs

The store keeps activity logs to help you investigate payment and notification issues.

Review payment logs

1. Navigate to Store → Logs.
2. Open the Payments tab.
3. Review the available payment activity records.
4. Use the available filters to find relevant payment attempts or failures.
5. Review the recorded results and error information when troubleshooting a transaction.

For payment transactions processed across different website features, you can also review Payments → All payments.

Review email logs

1. Navigate to Store → Logs.
2. Open the Emails tab.
3. Review the email history, including the recipient, subject, related order, sending time, and status.
4. Select Sent, Failed, or Not sent (turned off) to filter by delivery status.
5. Use Filter for additional filtering options.
6. Click Export if you need to export the email records.

Email logs can help you determine whether a notification was sent, failed, or was disabled at the time it should have been delivered.

What's next?

You can now manage customer orders, create manual purchases, track fulfillment, issue refunds, configure order documents, and keep customers informed through automatic notifications.

Continue improving your online store with these guides:

• How to Add and Manage Products and Inventory in Your Online Store: Create products, manage stock, and configure product variations.
• How to Set Up Payments, Shipping, and Taxes for Your Online Store: Configure how customers pay, choose delivery methods, and calculate taxes.
• How to Manage Customers, Discounts, and Sales Performance in Your Online Store: Manage customer profiles, create promotional discounts, and review business performance.