Order workflow and processing

When a customer places an order, a sales order is created as a temporary record of the transaction. In the Orders grid, sales orders initially have a status of “Pending,” and can be canceled at any time until the payment is processed. After payment is confirmed, the order can be invoiced and shipped.

Step 1: Place Order - The checkout process begins when the shopper clicks Go to Checkout on the shopping cart page or reorders directly from their customer account.

Step 2: Order Pending - The initial sales order status is Pending. In this state, the payment has not been processed and the order can still be edited or canceled. This state occurs when the payment method is configured for authorization mode.

Step 3: Receive Payment - The order status changes to Processing when payment is received or authorized. Depending on the payment method, you might receive notification when the transaction is authorized or processed. This state occurs automatically when the payment method is configured for capture or intent sale mode.

Step 4: Invoice Order - An order is typically invoiced after payment is received. The payment method determines which invoicing options are needed for the order. After the invoice is generated and submitted, a copy is sent to the customer. If the payment method is configured with the capture or intent sale payment action, an invoice is generated automatically when payment is authorized and captured.

Step 5: Book a Single Shipment - The order status changes to Complete when the shipment detail is complete, the shipment is booked, and shipping is set. The shipping requirement is met with a printed packing slip and shipping label or the Notify Ready for Pickup is selected (in-store delivery method). The customer receives notification and the package is shipped. If tracking numbers are used, the shipment can be tracked from the customer’s account.

View an order

1. On the Admin sidebar, go to Sales > Operations > Orders.

2. Find the order in the grid.

3. In the Action column, click View.

4. Check order status:

   • A Pending order can be modified, put on hold, canceled, or invoiced and shipped.

   • A Processing order can no longer be substantially edited or canceled, but the billing and shipping address can be edited.

   • A Completed order can be reordered.

The customer’s email may be edited at any point in the order workflow by editing the customer. The email cannot be edited if the order was placed by a guest.

The left panel for an open order provides access to different types of information that is related to the order.

Process an order

When a customer places an order, a sales order is created as a temporary record of the transaction. The sales order has a status of Pending until payment is received. While in Pending status, orders can be edited or canceled up until the time that payment is received and an invoice is generated. An easy way to think of it is that orders become invoices, and invoices become shipments. The Orders grid lists all orders, regardless of where they are in the workflow. To learn how to help customers with an order, see Update an order.

To open a Pending order, click Edit in the upper-right corner.

Review the following sections in the sales order, using the field descriptions for reference.

Order view descriptions

Button bar

Cancel an order

You can cancel orders that are not yet invoiced. A credit memo must be issued if a customer wants to cancel an order after it is invoiced (payment is captured).

If an order is Pending or Processing and the payment is not captured or not entirely captured, you can void the order instead of canceling it.

To restore a canceled order, click the Reorder button and a new order is created with the status Pending.

Void an order

Only sales orders that are not invoiced, have a status of Processing, and a payment integration setting of Authorize, can be voided. After you void an order, you can cancel it.

Order and Account Information

Order information

Field	Description
Order Number	The order number appears at the top of the sales order, followed by a note that indicates if the confirmation email was sent.
Order Date	The date and time the order was placed.
Purchased From	Indicates the website, store, and store view where the order was placed.
Placed from IP	Indicates the IP address of the computer from which the order was placed.
Order Placed from Quote	(Available with B2B for Adobe Commerce) Indicates the quote from which the order was generated, if applicable. The quote name is linked to the quote.

Account information

Field	Description
Customer Name	The name of the customer or buyer who placed the order. The Customer Name is linked to the customer profile.
Email	The email address of the customer or buyer. The email address is linked to open a new email message.
Customer Group	The name of the customer group or shared catalog to which the customer is assigned.
Company Name	(Available with B2B for Adobe Commerce) The name of the company with which the buyer is associated, and on whose behalf the order is placed. The company name is linked to the company profile.

Address Information

Payment & Shipping Method

Review items ordered

In the Order Total section, do the following:

1. Enter a Comment to include with the order.

2. If you want to email the comment to the customer, select the Notify Customer by Email checkbox.

3. If you want the comment to be visible in the customer account, select the Visible on Storefront checkbox.

   

4. If you are ready to invoice the order, click Invoice and follow the instructions to create an invoice.

Items Ordered

Notes for this Order

Order Totals

Field	Description
Shipping & Handling	The amount charged for shipping and handling fees.
Tax	The amount of tax applied to the order, if applicable.
Grand Total	The order total.
Total Paid	The total amount paid toward the order, if applicable.
Total Refunded	The total amount refunded from the order, if applicable.
Total Due	The total amount that is due.
Store Credit	(Adobe Commerce only) The amount of available store credit that is applied to the order, if applicable.
Catalog Total Price	(Available with B2B for Adobe Commerce) The total price of the items in the quote without tax, according to pricing in the shared catalog or standard catalog that is used as the basis of the quote. If the storefront display currency differs from the base currency, the value appears in both currencies, with the storefront display in square brackets.
Negotiated Discount	(Available with B2B for Adobe Commerce) The discount that is the result of a quote negotiated between buyer and seller. If the storefront display currency differs from the base currency, the value appears in both currencies, with the storefront display in square brackets.
Subtotal	(Available with B2B for Adobe Commerce) The Catalog Total Price less the Negotiated Discount.

Order processing demo

Watch this video and learn more about order processing and status: