Open Retail Orders to manage orders customers submitted through a published catalog. This work queue is for accepting, preparing, and completing orders; it is separate from the public catalog and checkout setup guide.
If a customer needs a separate bill or payment link instead of paying through online checkout, use Retail Invoices and follow the invoice guide.
Quick facts
Start here
- Order status and payment status are separate. A confirmed order can still have a pending, failed, or refunded payment.
- Filters include catalog, order status, payment status, pickup or delivery, and date range. Search accepts an order number or customer contact details.
- Courier tracking actions appear only when the order has a delivery state that supports them.
Find the orders that need attention
Filter the work queue
Open Retail Orders. Search by order number or customer details, or narrow the list by catalog, order status, payment, fulfillment method, or date.
Use the payment filter when you are checking an authorization or failed payment. Use the fulfillment filter to focus on pickup or delivery orders.
Review the order before accepting it
Check the catalog, requested pickup or delivery, fulfillment date, items, payment status, and any delivery tracking shown on the order. Resolve an unexpected item or payment state before handing the order to the team.
Use Confirm when the team has accepted the order. The order status and payment status remain visible as separate fields.
Complete fulfillment and resolve exceptions
- Choose Fulfill after the pickup has been handed over or the delivery is complete. This updates the order status for the customer and your team.
- For courier orders, use Refresh courier to check a dispatched delivery. If dispatch is still in progress or failed, use Reconcile courier or Retry courier when that action appears.
- If the order confirmation email failed, retry the notification from that order after checking the customer contact details.
- Use Refund for an order with a paid payment. If Farin says a paid amount was collected outside the connected payment service, refund it through that service first, then use Record manual refund to record the completed refund.
- Cancel an order only after checking its payment state. A paid order shows Cancel & refund; follow the confirmation prompt and verify the resulting payment status.
If the order flow needs setup changes
Update products, checkout questions, payment methods, and location fulfillment in Catalogs. Review Set up catalogs and products for online ordering before changing the customer-facing checkout.