View an individual order's details

How to open one order and read its billing, line items, totals, and per-order tools

The Order Details page is the deep-view for a single order. From this screen you can read the customer's billing and shipping address side by side, see exactly which line items they bought with per-item quantity and price, check the totals breakdown including any coupon discounts, tax, shipping, and refunds, and use the sidebar tools to update the order's status, add an internal note, or start a refund. A customer-service call, a pre-shipment address check, or an audit of how a discount was applied all land here.

What is this for?

The Order Details page is your one-order everything screen. Its job is to show you every piece of information attached to one specific order so you can answer a customer-service question, confirm fulfillment details, or make a per-order decision. You reach for it whenever a customer emails you about a specific order, whenever you are about to ship an order and want to triple-check the address, whenever you want to see how a coupon was applied and for how much, and whenever you need to refund or add an internal note.

The screen has three regions:

• Top banner — the order summary (order number, status badge, order date, customer name, payment method).
• Center card — billing and shipping addresses, line items, discounts, taxes, shipping, totals, and an optional refund form.
• Right sidebar — Update Order Status, Order Notes, and (for logged-in customers) a session-journey summary of how the customer arrived at checkout.

Good use cases

Example 1: Customer asks "did my order ship yet?" Find the order from the Orders list by searching their name, click the order number to open this detail page. Glance at the status badge at the top — if it says Shipped, you can reassure them with confidence. If it says Completed (paid in full but not yet shipped), you can update the status right here from the Update Order Status sidebar to Shipped.

Example 2: Pre-shipment address check. Before printing a shipping label, open the order detail page and read the Shipping Information block side-by-side with the Billing Information block. If the customer entered a different shipping address from their billing address, both are visible. If their postal code has an obvious typo, you can call them before shipping instead of after.

Example 3: Coupon audit. A customer asks "I thought my coupon was for $10 but I only got $5 off." Open the order detail page. The totals block shows every line clearly: Subtotal, Discount with the coupon code in parentheses and the dollar amount, Shipping, Tax, Total. If you see Discount (WELCOME5) -$5.00, you know which coupon ran and for how much — no guessing.

Example 4: Customer-service log. A customer calls to confirm you received their return. After the call, open the order's detail page, type into the Order Notes textarea ("Customer confirmed tote received by courier 22 Apr. Issuing refund on receipt check."), click Add note. Every admin who opens the order afterward sees the note with your name and the date.

Example 5: Processing a refund on a damaged item. A customer emails a photo of a damaged tote bag. Open the order detail page, click Click here to refund at the bottom of the totals block. The refund form drops open with per-line quantity and price inputs. Type the quantity and price being refunded on the affected line, optionally tick Restock refunded items? if the damaged product is going in the trash, optionally tick Manually refund this order? if you are crediting the customer by another route, type a reason ("Customer reported damage on arrival — replaced via goodwill."), click Refund Order.

What NOT to use this for

• Do not use the Order Details page to change line items. Once placed, line items are fixed — there is no "edit the quantity" or "swap the tote for a shirt" path. If a customer wants a change, cancel the order (Update Order Status → Cancelled) and ask them to re-order, or refund the original and place the correct order manually.
• Do not use Order Notes to communicate with the customer. Order Notes are internal-only. The customer never sees what you write there. If you want to email the customer about their order, use your normal email tool outside SGEN.
• Do not expect the Update Order Status sidebar to recompute totals. Changing the status to Refunded using the sidebar is a label change only — it does not actually process a refund, restock items, or credit the customer's payment method. To issue an actual refund, use the Click here to refund link inside the main card (not the sidebar).
• Do not use the refund form to cancel an unpaid order. If a customer placed an order that never successfully paid (it is stuck in Pending Online Payment or Awaiting Payment), do not try to refund zero dollars — use Update Order Status to move it to Cancelled instead. The refund form is for orders that were actually paid.
• Do not delete system-generated order notes (you cannot anyway — there is no delete link on system notes). The notes that say "Order status has been updated from X to Y" are a tamper-proof audit trail. Only notes you added yourself have a delete link.

How this connects to other features

• Ecommerce → Products — each line-item product name in the center card links to that product's edit page in your product catalog, opening in a new tab. Product images on the line-item rows come from your Media Library.
• Ecommerce → Coupons — if a coupon was applied at checkout, the code appears on the Discount line of the totals block ("Discount (WELCOME5) -$5.00"). Discount amounts are snapshotted at the time of order — editing the coupon afterward does not change past orders.
• Ecommerce → Configuration → Taxes — the Tax line branches based on your tax configuration. Tax-inclusive setups show Tax (Included) $0.00; tax-exclusive setups show the computed tax amount.
• Users — the customer name in the summary links back to the customer's Users record. Guest orders (where the customer did not sign in) show "N/A" for the customer name with the contact details still populated from the billing form.
• Ecommerce → Orders list — the back arrow at the top left returns you to the main Orders list with your previous filters intact.
• Your customer's account page — every status change you make here (either via the sidebar Update Order Status or via the list's bulk actions) flips the status the customer sees on their own My Account → Orders page.

Before you start

• You are signed in to SGEN as an Administrator or Site Owner.
• At least one order exists on your store. Opening the detail page of a non-existent order displays "Not Found: Order doesn't exist!" instead of the details card.

Where to go

1. Open the Orders list at Store Management → Orders (or /sg-admin/ecommerce/orders).
2. Click any order number (for example #1012). The Order Details page opens for that specific order.

You can also jump directly to a detail page if you know the order number — the URL pattern is /sg-admin/ecommerce/orders/view/1012.

What you see

At the top:

• Order number and status badge — a quick visual of where this order stands.
• Breadcrumb — Dashboard › All Orders › Order Details.
• Back arrow (top left) — returns to the Orders list.

In the center card:

• Billing Information — the address, phone, and email the customer used at checkout.
• Shipping Information — where the goods should be delivered, if different from billing. Not shown if the customer did not enter a separate shipping address.
• Delivery Method / Payment Method / Customer / Order Date — four metadata pills above the line-item table.
• Line items — one row per product ordered, with product name (as a link to the product's edit page), quantity, price, and line total.
• Totals — Subtotal, Discount (if a coupon applied), Shipping, Tax, and Total. If the order has been refunded, a Refunded Amount and Net Payment line appear below Total.
• Click here to refund — a link that expands into the refund form when clicked.

In the right sidebar:

• Update Order Status — a select dropdown with every status except Pending Online Payment. Pending is never a status you can move an order INTO from this form — it is the state an order starts in.
• Order Notes — a list of all notes (system-generated and admin-added), newest first, with the name of the admin who added each one and a delete link on admin-added notes.
• Session Journey (when available) — a card showing how the customer arrived: landing page, referrer, UTM source / campaign / medium, and a page-by-page timeline. This only appears on orders where session tracking was recorded for the customer — not all orders will show it.

Steps — Using the sidebar tools

1. Change the order status

In the sidebar, pick a new status from the Update Order Status dropdown and click Update Order. The order refreshes with the new status badge and a new system-generated note at the top of the Order Notes list recording the transition ("Order status has been updated from X to Y"). The customer's own order page flips to the new status as well.

If the order was previously in Pending Online Payment and you move it to anything other than Completed, the quantity on each line item is automatically put back into your product stock. That way a cancelled pending order does not accidentally leave stock oversold.

2. Add an internal note

Type into the Order Notes textarea in the sidebar and click Add note. Your note appears at the top of the notes list with your admin name and the current timestamp. A Delete link appears next to your note — you can remove notes you added. System-generated notes (the "status updated from X to Y" ones) have no delete link and stay as a permanent audit record.

3. Delete an admin-added note

Every note you or another admin typed has a Delete link next to the timestamp. Click it, confirm in the pop-up, and the note disappears from the list. System-generated notes (those posted by by system) do not have a delete link and cannot be removed.

A healthy order's notes list usually looks like this — a mix of system-generated status changes and admin-added context:

Order Notes (newest first)
--------------------------
Order status has been updated from Shipped to Completed. added on 22 Apr 2026 at 14:03 · by system (no Delete link — system notes are permanent)
Tracking #1Z999AA10123456784 handed to UPS at 09:15 today. added on 22 Apr 2026 at 09:20 · by jc@acmecoffee.com [Delete]
Called customer about delivery address — confirmed Apt 2 is correct. added on 21 Apr 2026 at 16:47 · by jc@acmecoffee.com [Delete]
Order status has been updated from Pending Online Payment to Shipped. added on 21 Apr 2026 at 11:02 · by system (no Delete link)

The newest note is always on top. When the status changes via the sidebar dropdown OR the Click-here-to-refund flow, a system-generated note is added automatically so you always have an audit trail of who changed what and when.

Steps — Starting a refund

1. Open the refund form

Scroll to the totals block at the bottom of the center card. Click Click here to refund. The refund form expands below the totals, showing one row per line item.

2. Pick what to refund

For each line item you want to refund, enter:

• Qty — the number of units to refund. Capped at whatever is still unrefunded from that line.
• Price — the dollar amount to refund for that line. Capped at the remaining line balance.

Leave the Qty at 0 on any line you do not want to refund.

3. Optionally restock

Tick Restock refunded items? if the goods are coming back to you and you want their quantity put back into your product stock. Leave it unticked if the goods are being thrown away or kept by the customer.

4. Optionally mark as "manually refunded"

Tick Manually refund this order? if you are crediting the customer outside the original payment method (store credit, replacement goods, a cheque). This tells SGEN not to contact the original payment gateway. Leave it unticked to let SGEN attempt to issue the refund back to the original card / PayPal account.

5. Type a reason (optional but recommended)

The Refund Reason textarea is an internal-only note (like Order Notes) that helps you remember later why you refunded.

6. Click Refund Order

Click Refund Order. The page refreshes showing the refund summary: the Refunded Amount is added below Total, and Net Payment shows what remains. The refunded lines have their quantities and prices struck through. If every line is now fully refunded, the order status automatically flips to Refunded.

What success looks like

• Opening an order detail page shows the full card with billing, shipping, line items, and totals — no red "Not Found" alert.
• Changing the status in the sidebar reloads the page with the new badge and a system-generated note at the top of Order Notes recording the transition.
• Typing a note and clicking Add note reloads the page with your note at the top of the list, with your admin name and a Delete link.
• Clicking Click here to refund expands a form with line-level inputs. Submitting it reloads the page with a Refunded Amount line below Total.
• Clicking a product name in the line-item table opens that product's edit page in the product catalog (in a new tab).
• Opening the same order on the customer's own account page on the public site shows the status you just set.

What to do if it does not work

• I see "Not Found: Order doesn't exist!". The order number in the URL does not match any order on your store. Confirm the number by looking at the Orders list; trashed orders still exist and can be opened, so a "not found" usually means a typo in the URL or a truly missing order.
• The status dropdown does not include Pending Online Payment. By design — once an order has moved past Pending, moving it back would not be accurate. If you truly need to reset an order to Pending, contact support.
• The refund form did nothing when I clicked Refund Order. Check that you put a non-zero quantity and price on at least one line. Clicking Refund Order with all lines at 0 submits an empty refund. Re-open the form and enter values.
• The refund section says "Already refunded" and the refund link is gone. This order has been fully refunded. You cannot refund more than was originally paid. If the customer needs additional credit, handle it outside SGEN.
• I do not see a Session Journey card on my order. Session tracking only records for customers who arrived with URL parameters like ?utm_source=... or had scroll-depth tracking. Orders placed by customers who came directly to your cart may not have the card. That is normal.
• The Delete link on a note has no effect. Only notes that were added by an admin (you or a teammate) are deletable. System notes ("Order status has been updated from X to Y") are permanent and have no Delete link.
• I see "N/A" where I expect a customer name. This is a guest order — the customer did not sign in before checking out. The billing email and address are still valid for contacting them.

Next step

• View and manage your orders — back to the full Orders list.
• Export orders to CSV — download a spreadsheet of orders for an accountant or a shipping tool.
• Manage products list — edit a product referenced by an order.
• Create discount coupons — set up the coupon codes that appear on the Discount line of order totals.