Update an order
When helping a customer who has placed an order, you must determine the status of the order. The available options for a Pending order are different from the options for a Processing order. For more information, see Process an order.
Pending orders
After a customer places an order, but before the payment is received, the order is in Pending status. You can edit the order, place it on hold, or cancel it entirely. The button bar of a pending order lists the available actions for an order.
If you modify substantial parts of an order, the original order is canceled and a new order is generated. You can, however, change the billing or shipping address without generating a new order.
| Button | Description |
|---|---|
| Back | Returns to the Orders page without saving changes. |
| Login as Customer | Allows an admin user to assist customers with their orders. |
| Cancel | Cancels the pending order. |
| Send Email | Sends an email about the pending order to the customer. |
| Hold / Unhold | Changes the status of the pending order to On Hold. To release the hold, choose Unhold. |
| Invoice | Creates an invoice from the pending order by converting the order to an invoice, and changes the order status to processing. |
| Ship | Creates a shipment record for the order. |
| Reorder | Creates a new pending order that is a duplicate of the current pending order. |
| Edit | Opens a pending order in edit mode. The Edit button is only available for pending orders, or for orders based on negotiated quotes. |
Processing orders
An order enters a Processing state when:
- The payment for an order is received/captured and the invoice is generated–when the payment action is set to
Authorize and Capture. - An order transaction is authorized, but payment is not yet captured–when the payment action is set to
Authorize.
The payment action configuration determines which order actions are available after an order is created.
You cannot substantially change a Processing order, but you can edit the billing and shipping address.
NOTEAuthorize and Capture, an invoice is automatically created when the customer places an order. In this circumstance, you can refund funds using a credit memo, but cannot cancel or void the order.| Button | Description |
|---|---|
| Back | Returns to the Orders page without saving changes. |
| Send Email | Sends an email about the order to the customer. |
| Void | Voids an order transaction, or a partial order transaction. |
| Credit Memo | Initiates the process to create a credit memo. |
| Hold / Unhold | Changes the status of the sales order to On Hold. To release the hold on the sales order, choose Unhold. |
| Reorder | Creates a new pending order based on the current order. |
| Create Returns |
|
Void a processing order
When an order is still in a Processing status and the payment integration is set to Authorize (not Authorize and Capture), you can only void a transaction or cancel an order. Canceling an order also voids the authorization.
When an order is placed using a payment method with the payment action set to Authorize and Capture you can refund the funds via credit memo, but cannot cancel it because it is invoiced and payment is captured.
Your payment method determines your available payment actions. See Payment actions for more information.
To void an order:
-
On the Admin sidebar, go to Sales > Operations > Orders.
-
In the Action column for the order to be edited, click View.
-
Click Void to void the order.
-
At the prompt, click OK to void the order.
You can issue any needed refunds using a credit memo after funds have been captured. You can also create a return merchandise authorization (RMA) issued for product returns. To learn more, see Processing an Order.
