Manage orders in the Store Portal
How the Orders page is organised, and where each order sits as it moves through your shop
The Orders page is where you see every order your shop has received, from the moment it is placed until it is handed over, posted, refunded or cancelled. Use it each day to find what needs packing, what is waiting on stock and what is ready for collection.
Before you start
- Open Orders from the left-hand menu of the Store Portal.
- Which tabs you see depends on your order fulfilment flow. See Choose your order fulfilment flow.
The tabs
| Tab | What it shows |
|---|---|
| All | Every order, whatever its stage. Search it, filter by channel (All, Online, POS) and by date. |
| To pack | Orders with items ready to pack. Pack, print and notify parents from here. |
| Packed | Packed orders waiting to be collected or posted. Only shown on the 3-step flow. |
| Waiting | Items on preorder or on hold, waiting to be released. |
| Closed | Orders that have been collected, posted or packed (2-step flow), and orders that were refunded or cancelled. |
The To pack, Packed and Waiting tabs show a count badge for the work outstanding. All and Closed have no count.
An order can appear in more than one tab. For example, an order with three shirts in stock and one preorder item shows in To pack (for the shirts) and Waiting (for the preorder item).
Where new orders land
| Order | Lands in |
|---|---|
| Online order, everything in stock | To pack |
| Online order, some items on preorder | To pack for the in-stock items and Waiting for the preorder items |
| Order where every item is on preorder | Waiting only |
| FlexiPOS order, everything in stock | Closed straight away, because the item is handed over at the counter |
| FlexiPOS order that includes a preorder item | In-stock items close straight away; the preorder item goes to Waiting |
3-step and 2-step flows
- 3-step flow: To pack, then Packed, then Closed. Pickup orders wait in Packed until you mark them collected. Delivery orders wait there until you mark them posted.
- 2-step flow: To pack, then Closed. Pickup and home delivery orders close as soon as you mark them packed, and the Packed tab is hidden.
Working in a tab
- Search at the top of each tab. The box on the All tab accepts a name, order number or email. See Search for orders and view order details.
- By order / By item: the To pack, Waiting and Closed tabs can show one row per order or one row per item (a tally, useful for picking stock).
- Select orders: on To pack and Packed, tick the checkbox on one or more rows. A bar appears at the bottom with the actions you can run on the selection.
- Export: choose Export (or Export view) then Excel or CSV to download the list you are looking at.
- Sync: select Sync at the top right to refresh the current tab and the counts.
- Open an order: select an order number to see its full details and actions.
Good to know
- Orders that have been packed for five or more days show their age in red in Packed, and orders past their pack-by date show Overdue in To pack.
- Parents get emails at some of these steps. See Emails sent to parents.
- Refunds, exchanges and cancellations are done from an individual order. See Cancel an order and Refund or exchange items.