View order details

In short. The Order Details page is a single screen for one order. Open it from the Orders list by clicking any order number. From here you can read billing and shipping addresses side by side, check line items and totals (including coupon discounts, tax, and shipping), update the order's status, add an internal note, or start a partial or full refund — all without leaving the page. Guest orders show the billing email and address even without a customer account.

On this page: How to open an order · What you see · Change status / add a note · Start a refund · Troubleshooting · Fields reference

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

The Order Details page has three regions:

• Top banner — order number, status badge, order date, customer name, payment method.
• Center card — billing and shipping addresses, line items, discounts, taxes, shipping, totals, and the refund form (expanded on demand).
• Right sidebar — Update Order Status, Order Notes, and (when available) a Session Journey summary of how the customer arrived at checkout.

Every order moves through a predictable status flow. A typical store order goes through four stages:

Overview

The Order Details page is the single-order view: one screen that holds the billing and shipping addresses, line items, totals, status controls, order notes, and the refund form for one order. Open it from the Orders list by clicking any order number.

Example use

What NOT to use this for

• Editing line items. Once placed, line items are fixed. To change what was ordered, cancel and re-order (or refund and place a corrected order manually).
• Customer-facing notes. Order Notes are internal-only — customers never see them. Use your normal email tool outside SGEN to contact the customer.
• Status-only refunds. Changing the status to Refunded via the sidebar is a label change only — it does not process a payment refund, restock items, or credit the customer's card. Use the Click here to refund link in the main card.
• Cancelling unpaid orders. If an order is stuck in Pending Online Payment or Awaiting Payment, do not use the refund form — use Update Order Status → Cancelled instead. The refund form is for orders that were paid.

How this connects to other features

• Ecommerce → Products — each line-item product name links to that product's edit page (opens in a new tab).
• Ecommerce → Coupons — if a coupon ran at checkout, its code and discount appear on the totals block ("Discount (WELCOME5) -$5.00"). Discount amounts are snapshotted at checkout — editing the coupon afterward does not change past orders.
• Ecommerce → Configuration → Taxes — Tax-inclusive setups show Tax (Included) $0.00; tax-exclusive setups show the computed amount.
• Users — the customer name links to their Users record. Guest orders show the billing email and address but no linked account.
• Ecommerce → Orders list — the back arrow returns you to the Orders list with your previous filters intact.
• Customer's My Account page — every status change you make here (sidebar or bulk actions on the list) flips the status the customer sees on their own 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. A non-existent order URL shows "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 #1018. The Order Details page opens for that specific order.

You can also jump directly to a detail page if you know the order number: /sg-admin/ecommerce/orders/view/1018.

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 — the delivery address, if different from billing. Not shown if the customer did not enter a separate address.
• Delivery Method / Payment Method / Customer / Order Date — four metadata pills above the line-item table.
• Line items — one row per product, with product name (linked to the product's edit page), quantity, unit 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 — expands into the refund form when clicked.

In the right sidebar:

• Update Order Status — a dropdown with every status except Pending Online Payment. Pending is the state an order starts in and is not a target you can move an order back to from this form.
• Order Notes — all notes (system-generated and admin-added), newest first, with the admin name and a Delete link on admin-added notes.
• Session Journey (when available) — shows how the customer arrived: landing page, referrer, UTM source / campaign / medium, and a page-by-page timeline. Only appears on orders where session tracking was recorded.

When Session Journey data is present it appears as a second card below Order Notes. For order #1018 arriving through a Google Ads campaign, it looks like this:

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 page reloads with the new status badge and a system-generated note at the top of Order Notes recording the transition ("Order status has been updated from X to Y"). The customer's own order page flips to the new status at the same time.

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 returned to your product stock — so a cancelled pending order does not leave stock oversold.

After clicking Update Order the page reloads and the sidebar confirms. For order #1018, moving from Shipped to Completed:

2. Add an internal note

Type into the Order Notes textarea and click Add note. Your note appears at the top of the list with your admin name and the current timestamp. A Delete link appears next to notes you added. System-generated notes ("status updated from X to Y") are permanent and have no Delete link.

A healthy notes list — a mix of system entries and admin-added context:

The newest note is always on top. Every status change (via the sidebar dropdown or the refund flow) adds a system-generated note automatically, so you always have an audit trail.

3. Delete an admin-added note

Click the Delete link next to a note you or another admin typed, confirm in the pop-up, and the note is removed. System-generated notes ("posted by system") have no Delete link and cannot be removed.

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 on that line.
• Price — the dollar amount to refund for that line. Capped at the remaining line balance.

Leave 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 returned to product stock. Leave it unticked if the goods are being discarded 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, or a cheque. This tells SGEN not to contact the payment gateway. Leave it unticked to let SGEN issue the refund to the original card or PayPal account.

5. Type a reason (optional but recommended)

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

6. Click Refund Order

Click Refund Order. The page refreshes with a Refunded Amount line below Total and a Net Payment line showing what remains. Refunded line quantities and prices are struck through. If every line is now fully refunded, the order status automatically flips to Refunded.

For a partial refund — refunding one unit of the Classic T-Shirt ($24.00) on order #1018 while keeping the Canvas Tote Bag:

What success looks like

• Opening the order detail page shows the full card with billing, shipping, line items, and totals — no red "Not Found" alert.
• Changing the status reloads the page with the new badge and a system-generated note at the top of Order Notes.
• Adding a 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 line-level form. 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 a new tab.
• The same order on the customer's account page on the public site shows the status you set.

What to do if it does not work

• "Not Found: Order doesn't exist!" — the order number in the URL does not match any order. Confirm the number in the Orders list; trashed orders still exist, so a "not found" usually means a typo in the URL.
• The status dropdown does not include Pending Online Payment. By design — once an order moves past Pending, moving it back would be inaccurate. Contact support if you need to reset an order to Pending.
• Clicking Refund Order did nothing. You need a non-zero quantity and price on at least one line. Re-open the form and enter values.
• "Already refunded" — the refund link is gone. The order is fully refunded. You cannot refund more than was originally paid. Handle additional credit outside SGEN.
• No Session Journey card. Session tracking only records for customers who arrived with URL parameters (e.g. ?utm_source=..) or had scroll-depth tracking. Direct arrivals may not have this card.
• Delete link on a note has no effect. Only admin-added notes are deletable. System notes are permanent.
• "N/A" where I expect a customer name. This is a guest order — the customer did not sign in. The billing email and address are still valid.

Scope

The order detail page covers a single completed transaction: billing address, shipping address, line items, totals, discount, order notes, and fulfillment status. It does not expose payment processor credentials, raw gateway responses, or customer authentication data.

Scope is per-order. To review multiple orders at once, return to the Orders list.

Fields

The order detail page surfaces the following fields. Fields marked "(read-only)" cannot be changed from this screen.

Next step

• View and manage your orders — back to the full Orders list.
• Export orders to CSV — download a spreadsheet for an accountant or 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.