Order Detail: Status, Cancellation & Fulfilment Handoff

Everything on the single-order screen — what was ordered, customer and payment details, updating status, cancelling an order, and handing off to a shipment.

Click any row on the Orders list to open the Order Detail screen for that order. This is where you review what was bought and take every action available on that order.

The order timeline

A connector-line timeline runs down the order detail screen, one node per milestone, each dot filled green once that milestone is reached:

This same timeline renders identically on both the classic and newer dashboard skins.

What was ordered

The Items panel lists every product in the order — name, photo, chosen size or variant, unit price, quantity, and line total. In a marketplace, items are grouped by vendor so it's clear which seller fulfils which portion. The final tally shows the item subtotal, any discount applied, shipping cost, and the net amount charged.

A gift-wrap tag appears on the item row, and next to it a small note-strip reminds you to review the customer's gift-wrap instructions before packing, when the order was placed with gift wrap selected — see Gift wrap and pickup on an order below for the full picture. Each line item also has a kebab (⋮) menu with three actions:

Customer & delivery details

A dedicated card shows the customer's name, the delivery address (street, city, pincode, state), and their contact details — everything a courier needs, without leaving the screen.

Right above the address, a small uppercase label always states how this specific order is being fulfilled — Shipping address for a normal courier order, or Pickup location for an in-store pickup order. This label is always present, on every order, on both the classic and newer dashboard skins — it isn't a tag that only shows up for pickup orders, so you never have to guess an order's fulfilment method from the absence of a badge elsewhere on the screen.

On the newer dashboard skin, an Edit control opens a drawer where you can correct any part of a shipping order's delivery address — address line 1, address line 2, city, state, postal code, and country — and save the change directly against the order. A pickup order's location comes from your store-wide pickup-location list instead, configured under Customer Pickup & Gift Wrap, not edited per-order.

Adding a shipping address when the order has none

Occasionally an order arrives with no shipping address on file at all — checkout data that never carried one through, or an address that was cleared some other way. This order can never auto-book a shipment until it has one, and a shipment-booking failure citing a missing address points here to fix it.

Gift wrap and pickup on an order

Both extras are configured once, store-wide, under Customer Pickup & Gift Wrap — this section covers what shows up on an individual order once a customer has used them.

Gift wrap: a Gift wrap tag appears next to the order status (matching the note above). If the customer left a gift message, it's shown on its own card, quoted exactly as they typed it. The gift-wrap fee — set by you, not the customer — appears as its own line in the order totals whenever it's greater than zero.

Pickup: an order placed for in-store pickup shows a Store pickup tag next to the order status, and the customer & delivery details card shows the pickup location's name and address, under a Pickup location label, in place of a shipping address.

A normal shipping order shows no pickup or gift-wrap tag at all next to the order status — that absence is the signal that it's a regular courier order. What it always shows, regardless of any tag, is the Shipping address label described above, so the fulfilment method itself is never left unstated.

All of this — the always-on fulfilment label, the pickup/gift-wrap tags, the pickup location card, the gift message, and the gift-wrap fee line — shows up the same way on both the classic and new admin sidebar.

Payment status

The payment panel shows whether the order is Paid, Pending, or Failed, colour-coded for quick recognition, along with the payment method and the full breakdown (subtotal, shipping, discount, net total). A Copy control next to the transaction ID copies it to your clipboard, so you can paste it straight into a support ticket or a payment-gateway search without retyping it.

Updating the order status

Adding a note to an order

An Add note action opens a small drawer where you write a free-text note and choose its type:

• Internal — visible only to your team, for things like "call customer to confirm size."
• Customer-facing — included on the data the customer's own order record returns.

Notes are saved to the order's activity history and don't change its status.

Cancelling an order

A Cancel Order action is available for any order that hasn't already been cancelled. Once cancelled, the reason is saved against the order record and the customer is notified automatically.

Recording a payment manually

A Record Payment action appears on the Totals & Payment card whenever the order's payment status is still unpaid — Pending, COD (cod_pending), Net terms (net_terms_pending), or Failed — and disappears once the order is fully paid, refunded, or cancelled. This covers the two payment methods that most often need it: a Cash on Delivery order once the courier has collected the cash, and a net-terms invoice once the customer actually pays within their agreed terms.

Starting a refund

For paid orders that haven't already been refunded, an Initiate Refund action opens a structured drawer where you choose which items to refund, set the amount, pick a reason, and add notes. On the newer dashboard skin, four quick-amount pills fill in the amount for you:

The reason dropdown offers Customer Request, Defective Product, Wrong Item Shipped, Order Cancelled, or Other. This is the entry point only — the full approval workflow, partial refunds, and what happens to your stock afterward are covered in Refunds.

Marketplace payouts and reversals

If your store runs as a marketplace, the order detail screen also shows a Transfer Details card once a vendor transfer exists for the order:

If a transfer Failed, a Retry Transfer button appears so you can re-attempt it. If a transfer was Processed (or already Partially reversed), a Create Partial Reversal action instead lets you claw back some or all of the payout — for example, after approving a customer refund on an order whose vendor payout already went out. Reversing opens a dialog where you enter the amount to reverse and a reason; the transfer's total-reversed figure updates once it's submitted, and a reversal history table underneath the card lists every past reversal with its date, amount, reason, status, and gateway reference.

Invoice and GST

An Invoice & GST card shows the invoice and tax outcome for this order:

This card reads the breakdown BillionBiz already computed and locked in when the invoice was finalized — it's a read-only summary, not a place to change anything; set GST-exempt or Bill of Supply beforehand, on the product or at order creation, as covered on the invoice builder page.

Invoice actions: printing, resending, and cancel & reissue

Opening the dropdown offers:

If the order was placed with gift wrap, the invoice also prints the gift-wrap fee as its own line in the totals and the customer's gift message in its own boxed section — the same message shown on the order screen (see Gift wrap and pickup on an order above). Orders without a gift message simply omit that section.

Cancelling and reissuing an invoice

Selecting Cancel & reissue opens a confirmation dialog explaining what's about to happen: cancelling issues a credit note for the full invoice amount — the original invoice stays on record as cancelled (so your GST filings stay correct) — and does not require a refund to exist on the order. This is the correction flow for an invoice that needs voiding on its own, for example a data-entry mistake or a duplicate order, independent of whether the order itself gets cancelled (see Cancelling an order below for what happens when you cancel the whole order).

Once the invoice is cancelled, the dropdown's Generate invoice action appears in its place — select it to issue the replacement. The reissued invoice gets a new invoice number and, for a net-terms order, a fresh due date computed from your current net-terms days setting (see Net terms) — not the due date the cancelled invoice had. The Invoice & GST card on this screen then shows a "Reissued" line pointing back at the cancelled invoice's number, so it's clear this isn't the order's original invoice.

Fulfilment handoff — booking a shipment

Once an order is ready to dispatch, the shipment panel on the order detail screen is where you book a carrier and generate a tracking number. This connects directly to the shipping module. For the full picture on carriers, rates, and live tracking, see Shipping & Logistics.

Next steps

• Refunds — the full approval workflow once a refund is started, and how credit notes work.
• Customizing Your Invoice — the invoice builder, GST exemptions, and delivery settings behind what shows on this screen.
• Shipping & Logistics — booking carriers, printing labels, and tracking.
• Customer Pickup & Gift Wrap — turning these extras on and configuring them.