How to Handle Orders

This article is completed: Find an order from the backend and complete shipping or refund processing.
Applicable only when the platform has enabled online purchasing. Inquiry orders are not covered here, see How to Handle Inquiry Orders. If payment has been made but not shipped, you can ask the customer to make additional payments or provide missing items; shipping cannot occur when there are pending payments.

Please set up payment flow and shipping first: How to Set Up Payment Flow and Invoices, How to Set Up Checkout and Shipping.

Sidebar Commerce → Order Management (/admin/commerce/orders).
List title "Order List". Orders will appear only after checkout is completed on the frontend.

The fields generally include: Checkbox, order number, buyer, payment status, order status, amount, creation time, print shipping list. If there are unread customer messages, there may be a prompt on the list.

When there are no orders: Please first complete a test checkout on the frontend.

The detail title is "Order {Number}". The Print Shipping List in the upper right corner will open a new tab with only the shipping list and automatically prompt for printing. The shipping list is A4, including store name, order number, recipient, phone, address (for convenience stores, it is the store), shipping and payment methods, item quantities and amounts, order notes, and a signature section.

The left anchor points generally include:

ATM pending payment will display bank code and virtual account; convenience store code will display payment code.

Common shipping method labels: Home delivery, Convenience store pickup, Cash on delivery at convenience store, In-store pickup, General delivery (self-shipping), Black Cat Frozen Delivery (PAYUNi), Black Cat Chilled Delivery (PAYUNi), International shipping (self-shipping).
Common payment method labels: Credit card, ATM virtual account, Convenience store code, LINE Pay, Apple Pay, Jkopay, PayPal, International credit card (Stripe), Bank remittance, Cash on delivery, In-store payment.

There are usually two columns on the screen:

Old data may still show merged statuses like "Pending Payment, Pending Pickup"; actual labels in the backend take precedence.

Green World's cash on delivery restrictions: Chunghwa Post does not support cash on delivery, please use Black Cat Express or ship manually; the cash on delivery amount limit is NT$ 20,000.

The logistics order is automatically created when the customer makes a payment; just print the shipping label when shipping:

When the card shows "Not yet received PAYUNi's logistics number", it usually means the customer has not completed the payment.

After confirmation, the order will be marked as paid and the customer will be notified, this cannot be undone. For details, see How to Collect Payments Without Integrating Payment Systems.

After the customer completes the pickup and payment at the store, if the screen shows Mark as Picked Up and Paid: click it. The order will change to paid and record the shipment. Please ensure the person is present and the goods have been handed over to the customer.

The Change Status dropdown only lists currently allowed next steps. After selecting, click save. If there are no selectable options, it means this status cannot be changed with this button (e.g., completed).

How to refund various payment methods:

Low-temperature delivery orders: Refunds will not cancel the logistics order. If the goods have not been shipped, please cancel this logistics order in the PAYUNi store backend.

When payment has been made and an electronic invoice has been issued, you can reissue the invoice, void the invoice, or issue a discount invoice.

For details, see How to Set Up Payment and Invoices.

Enter a message in Chat with Customer (limit of about 500 characters) and send it. The buyer will receive a notification (if the notification switch is on).