Orders

This is where every order from the shop lands. When a customer buys something, it shows up here as an order. This page shows you who bought what, whether they have paid, and whether you have sent the goods yet.

There are three related screens, and this guide covers all of them:

• Orders - the main list of real orders.
• Abandoned checkouts - card customers who started paying but never finished.
• Payment failures - a log of card payments that broke, for when a customer says "checkout didn't work".

Two words you will see a lot

Paid means the money has arrived (or you have confirmed it arrived). Fulfilled means you have sent or handed over the goods. They are separate steps - an order can be paid but not yet fulfilled.

How to open it

1. Look at the left-hand menu.
2. Click Orders to see the main list.
3. To reach the two helper screens, open Abandoned checkouts and Payment failures from the same menu area.
4. In the Orders list, click any order number (for example the blue code in the first column) to open the full order.

What you can do here

View the list of orders

1. Open Orders.
2. You see a table with one row per order.
3. The heading tells you how many orders there are, for example "42 orders".
4. Click any order number to open it.

Some card orders are hidden here on purpose

The main Orders list only shows real, finished orders. A card order where the customer clicked "pay" and then walked away is not shown here - it lives on the Abandoned checkouts screen instead. Invoice orders that are still waiting for payment do stay in this list, because they are real orders you need to keep an eye on.

View a single order

1. Click an order number.
2. At the top you see the order number, the customer's email, and when it was placed.
3. A grey line shows the current state, written as two words, for example pending · pending or paid · paid (order status first, payment status second).
4. Below that, the Items box lists every product, with quantity, unit price, VAT, and line total.
5. On the right, the Totals box adds up subtotal, VAT, shipping, and the final total.
6. Under the totals you see the Shipping and Billing addresses.

Understand the statuses

An order status is shown as a small coloured tag:

1. pending (amber) - the order was placed but is not paid yet.
2. paid (green) - the money has arrived or you have confirmed it.
3. fulfilled (blue) - you have marked the goods as sent.
4. cancelled (grey, crossed out) - the order was cancelled.

There is also a separate small payment tag next to the payment method, which reads either pending or paid.

Mark an order as paid

Use this when a customer paid an invoice by bank transfer and you have seen the money arrive.

1. Open the order.
2. Look for the green Mark paid button in the top action bar.
3. Click it.
4. The order refreshes and the payment tag turns to paid.

The Mark paid button only appears for invoice orders

The green Mark paid button is shown only for invoice (Faktura) orders that are not paid yet and not cancelled. Card orders never show this button, because they confirm payment automatically. If you do not see the button, the order is either a card order, already paid, or cancelled.

Mark an order as fulfilled

Use this once you have sent or handed over the goods.

1. Open the order.
2. Click the blue Mark fulfilled button.
3. The order status becomes fulfilled.

The button disappears once the order is already fulfilled or cancelled.

Cancel an order

1. Open the order.
2. Click the red Cancel button.
3. A confirmation box appears saying the cancel will put the items back into stock.
4. Click OK to confirm.
5. The order status becomes cancelled (shown crossed out).

Cancelling puts stock back

Cancelling an order restocks the items - the quantities go back into your available inventory automatically. Only cancel if you really mean it.

Understand the two payment methods

Every order was paid one of two ways. You will see the method in the Payment column and on the order.

1. invoice (Faktura) - the customer pays later by bank transfer.
   • The order stays pending until the money arrives.
   • Bank transfers are not detected automatically. You confirm them by hand with Mark paid.
2. card - the customer paid by card at checkout.
   • The card is charged during checkout and the order is marked paid automatically.
   • You do not need to do anything to confirm payment.

Check payment failures (when a customer says checkout broke)

1. Open Payment failures.
2. You see a table of every card payment attempt that did not go through, newest first.
3. Use the round filter buttons at the top to show only one type of error (each button shows how many of that error there are).
4. Find the customer's email or order number in the table.
5. Click Show in the Detail column to expand the technical error message from the card provider.
6. Click Hide to collapse it again.

An empty failures page is good news

If this page shows a green "No payment failures recorded" message, every checkout has gone through cleanly. The page only fills up when something goes wrong.

Review abandoned checkouts

1. Open Abandoned checkouts.
2. You see card customers who reached the payment step but never finished.
3. Their cart is kept, so they can come back and complete it themselves.
4. Click an order number to open it, where you can Cancel it if it is clearly never going to complete.

Why duplicate card orders sometimes appear

If a card customer tries to pay, fails or gives up, then tries again, you can end up with more than one order for the same basket. The abandoned attempt sits under Abandoned checkouts; the successful one (if any) appears in the main Orders list. This is normal - do not panic if you see two.

Export the list

1. Open Orders.
2. Click Export CSV in the top-right.
3. A spreadsheet file downloads with the current orders.

Every field/column explained

Orders list

Column	What it means
Order	The order's reference code. Click it to open the order.
Customer	The customer's name, with their email underneath. If there is no name, the email is shown on its own.
Status	The order state: pending, paid, fulfilled, or cancelled.
Payment	The payment method (invoice or card), followed by a small tag showing whether it is pending or paid.
Lines	How many different product lines are in the order.
Total	The full amount including VAT, in the order's currency.
Placed	The date and time the order was made.

Single order

Field	What it means
Status line	Two words: the order status, then the payment status.
Product	The product name, and underneath it the variant and item code (SKU) if there is one.
Qty	How many of that item.
Unit	The price of one item before it is multiplied by quantity.
VAT	The VAT rate and amount for that line, or a note if the line is tax-exempt.
Total (per line)	Price for that line: unit price times quantity.
Subtotal	The order total before VAT and shipping.
VAT	Total VAT for the whole order.
Shipping	The shipping charge.
Total	The final amount the customer pays.
Shipping	Where the goods are being sent.
Billing	The address used for the invoice.

Payment failures

Column	What it means
When	The date and time the payment attempt failed.
Type	What kind of attempt it was (for example creating a payment or capturing one).
Order	The order number involved, or a dash if there was no order yet.
Customer	The customer's email, or a dash if unknown.
Error	A short code naming what went wrong, colour-coded by seriousness.
Detail	A Show/Hide button that reveals the full technical message from the card provider.

Abandoned checkouts

Column	What it means
Order	The reference code for the unfinished order. Click to open it.
Customer	The customer's name and email.
Lines	How many product lines were in the basket.
Cart total	The value of the basket they were about to pay for.
Initiated	When they started the payment.

Common mistakes

Waiting for an invoice order to turn paid on its own

An invoice (Faktura) order will sit at pending forever until you act. Bank transfers are not detected automatically. When the money lands in the bank, open the order and click Mark paid yourself.

Confusing paid with fulfilled

Paid is about the money. Fulfilled is about sending the goods. Marking an order paid does not send anything, and marking it fulfilled does not collect any money. Do both steps when both are done.

Cancelling to fix a small mistake

Cancelling restocks the items and closes the order. Do not cancel just to correct a typo - open the order and check first. A cancelled order stays cancelled.

Thinking a hidden card order has vanished

A card order that was never paid does not show in the main Orders list. It is not lost - it is on Abandoned checkouts. Look there before assuming something went wrong.

Still stuck?

If something here does not match what you see on screen, or an order is behaving strangely, email developers@kavelsoftware.se and describe what you did and what happened.