Orders

The orders module in Zoho Commerce lists all the orders received from your storefront. You can view the life cycle of an order from the order details page after you confirm it. You can choose to confirm or cancel the order, record payments, create shipments, and so much more while managing your orders.

Preferences

You can set your preference for order confirmation and invoice generation and change them anytime. Based on your preference, the actions can be done automatically or manually.

Generate Invoice

Here’s how you can set your preference for invoice generation:

Click the Gear icon in the top right corner and navigate to Orders under Sales.
- On Order Confirmation: Choose this preference if you want the invoice to be generated once the order is confirmed.
- On Shipment Generation: Choose this preference if you want the invoice to be generated once a shipment is created.
- Manually: Choose this preference to generate invoices manually.

Order Confirmation Prefence

Here’s how you can set your preference for order confirmation:

Click the Gear icon in the top right corner and navigate to Orders under Sales.
- Upon Payment: Choose this preference if you want orders to be confirmed once the payment is complete.
- Upon Receiving Order: Choose this preference if you want orders to be confirmed once the customer places an order.
- Manually: Choose this preference to confirm orders manually.

View Received Orders

Here’s how you can view all your received orders on Zoho Commerce:

Click Orders on the left sidebar to see the list of all your orders.
Click on any order that you want to view to see the order details.

From the order details page, you can either confirm or cancel the order.

Confirm an Order

Here’s how you can confirm an order:

Click Orders on the left sidebar to see the list of all your orders.
Click the order that you want to confirm and click Mark as Confirmed.

After an order is confirmed, you can create shipments manually or via carrier.

Cancel Order

Here’s how you can cancel an order:

Click Orders on the left sidebar to see the list of all your orders.
Click the order that you want to cancel and click Cancel Order.
In the pop up that follows, select if the order was cancelled by the admin or by the customer.
Enter a reason for cancellation and click Save.

The order will be cancelled and the status will be changed to void. If a payment was received for this order, you can refund the full or partial amount by clicking Add Refund under More Options in the order details page.

Record Payment

Your customers can complete the payment if you have set up payment gateways on your online store. In case you have any offline payment methods, you can manually record the payment for an order. To do so:

Click Orders on the left sidebar to see the list of all your orders.
Click any unpaid order. You can view the payment status of all orders in the orders list.
Click Record Payment and enter the payment mode, reference number, payment date, internal notes (if any), and click Save.

The payment will be recorded and the order’s payment status will be changed to paid.

Edit Order

You can update the billing address, shipping address, customer’s GST treatment, custom fields (if any), and more. To do so:

Click Orders on the left sidebar and select the order you want to edit.
Click Edit to make the necessary changes and click Save.

Cancel Items

Note: You can cancel items only for the orders that have been placed from your online store.

You can cancel items from your customer’s orders before creating a shipment. Here’s how:

Click Orders on the left sidebar and select an order that has a shipment status of Not Shipped.
Click More (three horizontal dots) and select Cancel Items.
In the pop-up that follows, select the item (if the order has more than one item) you wish to cancel.
Enter the quantity and the cancellation reason and click Save.

You can view this under the Returns and Cancellations section in the order details.

Create Shipment

Once you have confirmed an order, you can create a shipment manually or via carrier.

Ship Manually

After you click Ship Manually, you will see a pop up where you will have to enter the shipment details.


Fields	Description
Carrier	Select a carrier from the dropdown. If you are using a carrier that is not listed in the dropdown, you can add it by typing it out.
Service Name	Enter a service name. This will be displayed next to the carrier while viewing the shipment details.
Tracking Number	Enter the tracking number.
Tracking URL	Enter the tracking URL, if supported by the shipping carrier.
Dispatched Date	Select the shipment dispatch date.

Ship via Carrier

If you choose to ship via carrier, you will be asked to enter the following details:

Validate Address

Fields	Description
Carrier	Select a carrier from the dropdown.
Dispatch Address	Your organization’s address will be selected by default. If you dispatch orders from a different address, you can click Change Address.
Destination Address	The address entered by the customer during checkout will be the destination address. You can also ship to a different address by clicking Update Address.

After you have entered these details, click Save & Continue.

Create Shipment

Fields	Description
Shipment Date	Select a shipment date.
Shipment Order Number	The shipment order number will be auto-generated. You can also enter it manually by clicking the gear icon.
Dimension Unit	Select the shipment’s dimension unit.
Parcel Type	Choose a parcel type from the dropdown.
Package Dimensions	Enter weight, length, width, and height of the package.
Service Tracking Preference	Enter Handling Instructions (if any), Label Format, Insurance Amount, and Service Type.
Fetch Live Shipping Rates	Click Calculate Rates to fetch shipping rates based on the package dimensions.

Click Create Shipmenmt.

Add Refund

Note: You can add refunds only to paid orders.

Here’s how you can add refunds to your orders in Zoho Commerce:

Go to Orders on the left sidebar.
Select the order you want to add a refund to and click More.
Click Add Refund. In the pop up that follows, you can choose to refund the amount fully or partially.

The refund will be recorded in the Payments Received section of the order details.

Return Items

Note: You can record item returns only after the order is shipped.

As a store owner, you can approve or decline the return requests from your customers. Alternatively, you can handle item returns all by yourself, even without your customer having to raise a request. Here’s how:

Go to Orders on the left sidebar.
Select any order with the shipment status Shipped, Fulfilled, or Picked Up.
Click More (three horizontal dots) and select Return Items.
In the pop-up that follows, select the item you wish to return.
Enter the quantity, reason for cancellation, and click Save.

You can view this return under the Returns and Cancellations section in the order details.

Print

Note: You may not be able to print these documents if the order/payment/shipping status is pending.

Here’s how you can print an Invoice, Packing Slip, or a Delivery Note for an order:

Go to Orders on the left sidebar.
Select any order with the shipment status Shipped, Fulfilled, or Picked Up.
Click PDF/Print and choose the required document.

You can print or download the document to your system.