Orders

Manage customer orders, process fulfillment, handle refunds, and track order lifecycle.

Overview

Orders represent completed purchases in your store. When a customer completes checkout and payment is confirmed, an order is created containing:

Customer information (name, email, contact details)
Purchased items with quantities and prices
Payment details and transaction references
Delivery status for each item
Order timeline and activity history

Order Lifecycle

Orders progress through a defined lifecycle from creation to completion:

[Created] → [Pending Payment] → [Paid] → [Processing] → [Completed]
                                   ↓
                              [Refunded]

Created - Customer initiates checkout
Pending - Awaiting payment confirmation
Paid/Processing - Payment received, items being delivered
Completed - All items successfully delivered
Refunded - Order refunded (full or partial)

For digital products with automatic delivery, orders typically move from Paid to Completed within seconds. Physical products or manual fulfillment items remain in Processing until marked complete.

Order Statuses

Understanding order statuses helps you manage fulfillment efficiently.

Status	Description	Action Required
Pending	Order created, awaiting payment	Wait for payment confirmation
Processing	Payment received, delivery in progress	Monitor delivery; mark items delivered
Completed	All items delivered successfully	None - order finalized
Failed	Payment or delivery failed	Review and resolve issue
Refunded	Order has been refunded	None - funds returned to customer
Cancelled	Order was cancelled before completion	None - order terminated

Payment Statuses

Orders also track payment status separately:

Payment Status	Description
Pending	Awaiting payment from customer
Paid	Payment successfully received
Failed	Payment attempt failed
Refunded	Payment has been refunded

Automatic Status Updates

For digital products with automatic delivery (Discord roles, in-game items, file downloads), the system automatically updates order status to "Completed" once all items are delivered.

Viewing Orders

Orders Dashboard

Access your orders from Orders in the main navigation. The dashboard displays:

Order number and creation date
Customer name and email
Order total and currency
Current status (color-coded badge)
Payment gateway used

Filtering Orders

Narrow down your order list using filters:

Filter	Options
Status	Pending, Processing, Completed, Failed, Refunded, Cancelled
Payment Status	Pending, Paid, Failed, Refunded
Date Range	Custom start and end dates
Payment Method	Stripe, PayPal, Iyzico, CoinPayments, etc.

Searching Orders

Search orders using the search bar:

Order number - Search by full or partial order number (e.g., "ORD-ABC123")
Customer email - Find orders by customer email address
Customer name - Search by customer name

Sorting

Click column headers to sort by:

Created date (newest/oldest)
Order total (highest/lowest)
Order number (A-Z/Z-A)
Payment status

Order Details

Click any order to view complete details.

Order Information

The order header displays:

Order Number - Unique identifier (e.g., ORD-XXXXXXXXXX)
Created Date - When the order was placed
Status - Current order status with badge
Payment Status - Payment confirmation status
Payment Method - Gateway used (Stripe, PayPal, etc.)
Transaction ID - Payment gateway reference number

Customer Details

Customer name and email
Phone number (if provided)
Billing address
Shipping address (for physical products)
Customer account link (if registered)

Order Items

Each item shows:

Field	Description
Product	Product name and thumbnail
Quantity	Number of units purchased
Unit Price	Price per item
Total	Line item total
Delivery Status	Pending, Delivered, or Failed
Custom Fields	Any custom field values entered at checkout

Delivery Information

For orders with automatic delivery:

RCON Executions - Game server command status
Discord Roles - Role assignment status
Digital Assets - Download availability
Delivery Notes - Any manual delivery notes added

Order Timeline

View the complete activity history:

Order creation timestamp
Payment confirmation
Delivery attempts and results
Status changes
Admin actions with timestamps

Processing Orders

Automatic Delivery

Most digital orders complete automatically:

Payment is confirmed by the gateway
System queues delivery jobs (RCON commands, Discord roles, etc.)
Items are delivered to the customer
Order status updates to "Completed"

Monitoring Delivery Status

For orders in "Processing" status:

Open the order details
Review the Delivery Status for each item
Check RCON Execution Summary for game server deliveries
View detailed execution logs if issues occur

Retry Failed Deliveries

If automatic delivery fails:

Open the order details
Find the failed item or RCON execution
Click Retry Delivery
Monitor the delivery status

Delivery Failures

Failed deliveries can occur if:

Game server is offline or unreachable
Player is not online (for immediate delivery)
Discord bot lacks permissions
RCON credentials are incorrect

Review the error message for specific guidance.

Manual Fulfillment

Some orders require manual action before completion.

When Manual Fulfillment is Needed

Physical merchandise (t-shirts, posters, etc.)
Custom services requiring human action
Products without automatic delivery configured
Orders requiring verification

Marking Items as Delivered

Open the order details
Find the item requiring manual delivery
Click Mark as Delivered
Optionally add:
- Redemption Code - If providing a code to the customer
- Delivery Notes - Internal notes about fulfillment
Click Confirm

The item status changes to "Delivered" and the customer may receive a notification.

Completing an Order Manually

If all items need manual completion:

Open the order details
Click Mark as Completed
Add optional notes about the completion
Confirm the action

Automatic Completion

When all items in an order are marked as delivered (either automatically or manually), the order status automatically changes to "Completed".

Resending Delivery Instructions

If a customer needs their delivery information again:

Open the order details
Click Resend Delivery Instructions
Confirm the resend

This emails the customer with:

Download links for digital assets
Redemption codes
Access instructions
Any delivery notes

Refunds

Issue refunds for orders when needed.

Issuing a Full Refund

Open the order details
Click Refund
Leave the amount field empty for full refund
Select or enter a refund reason:
- Requested by customer
- Duplicate order
- Fraudulent purchase
- Product not as described
- Other (with explanation)
Click Process Refund
Confirm the action

Issuing a Partial Refund

Open the order details
Click Refund
Enter the refund amount (must be less than order total)
Select or enter a refund reason
Click Process Refund
Confirm the action

Refund Processing Time

Refunds are processed through your payment gateway (Stripe, PayPal, etc.) and may take 5-10 business days to appear in the customer's account, depending on their bank.

What Happens After a Refund

When you process a refund:

Payment Gateway - Refund is submitted to the payment provider
Order Status - Updated to "Refunded"
Inventory - Stock is released back if applicable
Customer Notification - Email sent confirming the refund
Access Revoked - Digital access may be revoked (Discord roles removed, etc.)
Activity Log - Refund action is recorded with details

Refund Limitations

Cannot refund orders that haven't been paid
Cannot refund already-refunded orders
Partial refunds cannot exceed the order total
Some payment gateways have time limits on refunds

Disputes and Chargebacks

Handle payment disputes initiated by customers through their bank or card issuer.

Understanding Chargebacks

A chargeback occurs when a customer disputes a charge with their bank. Common reasons:

Customer doesn't recognize the charge
Product not delivered as described
Unauthorized transaction
Duplicate charge

When a Dispute is Filed

Notification - You receive an alert about the dispute
Evidence Collection - Gather proof of delivery and service
Response Window - Typically 7-21 days to respond
Resolution - Bank decides based on evidence

Responding to Disputes

Provide evidence to your payment gateway:

Proof of delivery (RCON logs, download logs)
Customer communication records
Terms of service acknowledgment
IP address and geolocation data
Order confirmation emails

Preventing Disputes

Reduce chargebacks by:

Using clear billing descriptors
Sending order confirmation emails
Providing excellent customer support
Documenting all deliveries
Responding quickly to refund requests

Dispute Outcomes

Outcome	Description
Won	Evidence accepted, funds retained
Lost	Customer claim upheld, funds returned
Accepted	You accept the dispute (same as lost)

Order Notes

Add internal notes to orders for team communication.

Adding Notes

Open the order details
Scroll to the Notes section
Enter your note text
Click Add Note

Notes are visible only to store staff, not customers.

Use Cases for Notes

Record customer communications
Document delivery issues and resolutions
Note special handling instructions
Track follow-up actions needed
Record refund justifications

Exporting Orders

Export order data for accounting, analysis, or reporting.

Export Options

Go to Orders
Apply any filters (date range, status, etc.)
Click Export
Choose format:
- CSV - Spreadsheet compatible
- Excel - Microsoft Excel format
Click Download

Exported Data Fields

The export includes:

Field	Description
Order Number	Unique order identifier
Date	Order creation timestamp
Customer Name	Customer's full name
Customer Email	Customer's email address
Status	Current order status
Payment Status	Payment confirmation status
Payment Gateway	Payment method used
Subtotal	Order subtotal before tax
Tax	Tax amount
Total	Final order total
Currency	Order currency
Products	List of purchased items

Export Best Practices

Export monthly for accounting reconciliation
Filter by date range to limit file size
Use CSV for importing into other systems
Archive exports for record keeping

Order Webhooks

Automate your workflow by receiving order events via webhooks.

Available Events

Event	Triggered When
`order.received`	New order is placed and paid
`order.refunded`	Order is refunded
`order.created`	Order is created (legacy)
`order.updated`	Order is modified (legacy)
`order.completed`	Order fulfillment completed (legacy)

Setting Up Order Webhooks

Go to Settings > Webhooks
Click Add Webhook
Enter your endpoint URL
Select order events to receive
Save and copy the signing secret

Example Webhook Payload

json

{
  "event": "order.received",
  "timestamp": "2024-01-15T10:30:00Z",
  "data": {
    "order_number": "ORD-ABC123XYZ",
    "customer_email": "customer@example.com",
    "total": "29.99",
    "currency": "USD",
    "items": [
      {
        "product_name": "VIP Rank",
        "quantity": 1,
        "price": "29.99"
      }
    ]
  }
}

See Webhooks for implementation details and signature verification.

Bulk Actions

Perform actions on multiple orders simultaneously.

Available Bulk Actions

Currently, bulk actions are limited to:

Bulk Export - Export multiple orders at once using filters

Future Enhancements

Additional bulk actions (bulk status updates, bulk refunds) may be added in future releases. For now, use the export feature for bulk data operations.

Best Practices

Order Management Tips

Daily Routine:

Review new orders each morning
Check for failed deliveries and retry
Respond to customer inquiries promptly
Process any pending refund requests

Weekly Tasks:

Export orders for accounting
Review order completion rates
Analyze common delivery failures
Check for unusual patterns (potential fraud)

Reducing Failed Orders

Ensure game servers have reliable RCON connectivity
Keep Discord bot permissions up to date
Test delivery flow after any configuration changes
Monitor server uptime during high-traffic periods

Customer Communication

Send confirmation emails promptly
Provide clear delivery instructions
Respond to support requests within 24 hours
Proactively notify customers of issues

Record Keeping

Export orders monthly for tax purposes
Document all refunds with reasons
Keep dispute evidence organized
Maintain activity logs for compliance

Products - Creating and managing products
Subscriptions - Recurring payment management
Customers - Customer management
Digital Assets - Managing downloadable content
Payment Setup - Configuring payment gateways
Webhooks - Automating with webhooks

Orders ​

Overview ​

Order Lifecycle ​

Order Statuses ​

Payment Statuses ​

Viewing Orders ​

Orders Dashboard ​

Filtering Orders ​

Searching Orders ​

Sorting ​

Order Details ​

Order Information ​

Customer Details ​

Order Items ​

Delivery Information ​

Order Timeline ​

Processing Orders ​

Automatic Delivery ​

Monitoring Delivery Status ​

Retry Failed Deliveries ​

Manual Fulfillment ​

When Manual Fulfillment is Needed ​

Marking Items as Delivered ​

Completing an Order Manually ​

Resending Delivery Instructions ​

Refunds ​

Issuing a Full Refund ​

Issuing a Partial Refund ​

What Happens After a Refund ​

Refund Limitations ​

Disputes and Chargebacks ​

Understanding Chargebacks ​

When a Dispute is Filed ​

Responding to Disputes ​

Dispute Outcomes ​

Order Notes ​

Adding Notes ​

Use Cases for Notes ​

Exporting Orders ​

Export Options ​

Exported Data Fields ​

Export Best Practices ​

Order Webhooks ​

Available Events ​

Setting Up Order Webhooks ​

Example Webhook Payload ​

Bulk Actions ​

Available Bulk Actions ​

Best Practices ​

Order Management Tips ​

Reducing Failed Orders ​

Customer Communication ​

Record Keeping ​

Related Documentation ​