How to find and manage orders

In TeleportHQ, every order your store receives is listed in the editor's Growth panel: in the left sidebar, click Growth, then Orders under E-Commerce. The Analytics tab shows your sales figures and a table of every order. Search or sort the table, then click an order to open its details on the right and act on it: ship it, mark it as paid, refund it, cancel it or change its status. On your live site, the admin panel's Orders page lists the same orders.

Before you start#

• Your project needs an active store. See How to add a store to an existing project.
• Orders arrive once customers buy on your published store. See How to publish a web app.
• Managing orders has no plan limit. An online store is a web app, so it needs a Web App slot to stay online after its first 7 days. See Why does my web app need a slot, and what is the 7-day window?.

Open the orders list#

1. In the left sidebar, click Growth (under Live, below Plugins). If you hid it, right-click the icon column and choose Show all buttons.
2. In the Growth panel, under E-Commerce ("Sales and subscribers from your store"), click Orders ("Track sales & export reports"). The E-Commerce group only shows while your store is on.

The Orders page opens over the canvas. In TeleportHQ, it shows:

1. The tabs, in the menu on the left: Analytics ("Sales metrics & every order"), open at first, and Reports & Exports ("PDF reports & invoice archives"). For reports, see How to download sales reports and order exports.
2. The figures, under Orders analytics and its Refresh button (which reloads the figures and the list): Total Orders, Total Revenue, Paid Revenue, Refunded, Net Revenue, Collected Revenue, Paid With Gift Cards, Avg. Order Value, Paid Orders, Payment Rate, To Ship, and the discount totals (Voucher Discounts, Automatic Discounts, Orders With A Voucher, Product Discounts). A store that sells subscriptions also sees Active Subscriptions and Monthly Recurring; one that sells digital products sees Digital Revenue and Digital Orders. Point at a figure to read how it's counted.
3. The search box and Sort orders.
4. The orders table, newest first, 20 per page, with the columns Order, Customer, Email, Date, Status, Payment and Total. The Status column also shows chips such as To ship, Digital or Renewal, and the Payment column shows the payment provider, for example Stripe.

While your store has no orders, the table says: "Orders placed by your customers will appear here once your store starts receiving purchases."

Find an order#

1. In the search box (Search by number, customer, status...), type part of what you know: an order number, a customer's name or email, or a status. For example, type ORD-42, jane@ or refunded.
2. Optional: in Sort orders, choose Newest first, Oldest first, Highest value or Lowest value.
3. With more than 20 results, use Previous page and Next page at the bottom.

Search and sort cover all your orders, not only the page you see.

Open and act on an order#

1. In the orders table, click the order's row. Its details open in a column on the right of the Orders page, titled with the order number, for example Order ORD-42.
2. At the top, read the total, the order status and payment status badges, the date it was placed and the progress track (for example Pending, Confirmed, Shipped, Delivered, Completed). See What do the order, payment and shipping statuses mean?.
3. Use the buttons under the summary. Only the ones that fit the order show:
   • Ship items (or Ship remaining): record a parcel. See How to ship an order.
   • Mark as Paid: see How to mark an order as paid.
   • Refund: see How to refund an order.
   • Cancel Order: see How to cancel an order.
4. To move the order along, choose a status in Fulfilment, for example Completed after the customer collected it. It applies right away, and the customer is emailed about it.
5. To close the details, click the X at their top right.

Below the summary, the order's details are grouped in sections: Customer, Fulfillment · Delivery (or Fulfillment · Pickup), Payment, Discounts (or Voucher), Subscription, Booking, Items, Digital delivery, Shipments, History, Invoice and Notes (the customer's checkout notes). A section only shows when the order has something for it. Click a value, such as an email or an address, to copy it. Click See product under an item to open that product. In the Subscription section, View subscription swaps the details for that subscription.

When a payment arrives after the order was cancelled#

If an online payment reaches your TeleportHQ store after the order was cancelled for non-payment, the order says: "The payment arrived after this order was cancelled for non-payment. Accept it to fulfil the order, or refund it."

• To fulfil it, click Accept late payment, then Accept payment. The order goes back to Confirmed and its products are taken from stock again.
• To give the money back, click Refund. See How to refund an order.

Manage orders from your live site's admin panel#

Once your TeleportHQ store is published with its admin panel, you can also handle orders on your live site: open the admin panel and, under COMMERCE, click Orders (the page /admin/orders).

• Open an order, change its Status and click Save Changes. The customer is emailed about the new status, as in the editor.
• Click Ship on an order's row (or select the order and click Ship order above the list) to record a parcel, then Record shipment. Shipments lists every parcel, with Mark delivered and Void.
• The bell at the top of the admin panel (What needs your attention) counts the Orders To Ship.
• Refunds only happen in the editor. The admin panel answers "Refunds are made from the editor's Orders panel, which returns the money and records it. The status follows the money." That means Growth → Orders in the editor. Setting an order to Cancelled in the admin panel doesn't refund the customer either: to cancel and refund in one step, use Cancel Order in the editor.

See How to open the admin panel on your live site.

Check that it worked#

After any action, a message confirms it, the orders table refreshes by itself and the order's History shows a new line.

Troubleshooting#

"Failed to load orders" TeleportHQ couldn't read the orders. Click Retry. If the message says "E-commerce data source not found", the database behind your store is missing: check Data Sources.

The sales figures are missing TeleportHQ hides them when it can't calculate them. Click Refresh next to Orders analytics.

There's no Orders entry in the Growth panel The E-Commerce group only shows while e-commerce is on. Turn it on, see How to add a store to an existing project. The E-Commerce panel itself has no orders list: it holds Payment Providers and Products.

The message ends with "The customer was not emailed: …" The action worked, but no email went out. The rest of the message says why, for example "no email provider is connected to this store. Connect one under Email → Settings." See Why didn't my customer get an email?.

"A cancelled or refunded order cannot be reopened or marked as paid. Create a new order instead." Cancelled and refunded orders are final in TeleportHQ.

Good to know#

• Orders can't be deleted, in the editor or in the admin panel. Cancel an order instead.
• Total Revenue adds up every order, whatever its payment status, and doesn't subtract refunds; Net Revenue is paid revenue less refunds. Avg. Order Value is the paid revenue divided by the paid orders, so unpaid, cancelled and refunded orders are left out.
• Collected Revenue is the money your paid orders brought in: their paid revenue, less what those buyers paid with gift cards. Orders not paid yet, such as abandoned checkouts, are left out, and a cash-on-delivery order counts once it's marked paid. Gift card money is counted when the card is bought, not again when it's spent.
• Orders in several currencies. TeleportHQ doesn't convert between currencies. When your orders use more than one, a line above the figures says, for example, "Orders in 2 currencies. The figures below count only the orders in EUR." Click another currency to see its figures.
• Setting Shipped by hand records no parcel. To send tracking details, use Ship items.
• Gift cards. Release gift card gives the gift card part of a cancelled or failed order back to its card. Issue gift cards sends the gift cards a paid order bought, if they didn't go out. See How to sell gift cards.
• Subscriptions have their own entry: Growth → E-Commerce → Subscriptions. See How to sell subscriptions.
• Orders that pay for a booking. If your project also takes bookings, an order paid for a booking shows a Booking section and has nothing to ship. Marking it paid confirms the booking; refunding it in full or cancelling it frees the booking's time.
• Test orders stay. Orders placed with a payment provider's test keys stay in the list.
• Return requests aren't shown here. See How to handle return requests.
• The AI Assistant can list orders, mark one as paid, refund it or cancel it when you ask, for example "Refund order ORD-42". See What can the TeleportHQ AI Assistant do?.