Order Status and Invoices
Update order status and generate or open linked invoices.
The order detail page is where your team turns a purchase into the next operational step.
Update Order Status
Open an order and use Update Status. Available statuses include pending, processing, completed, cancelled, and refunded.
Use statuses consistently:
- Pending when the order needs review.
- Processing when fulfillment or delivery is underway.
- Completed when the order is finished.
- Cancelled when the order will not proceed.
- Refunded when the purchase has been refunded.
Do not use order status as a payment status substitute. Keep fulfillment status and payment status aligned, but review each one separately.
Review Payment Details
The payment panel shows payment status, gateway when available, paid date, and order total. Use this before starting fulfillment or creating follow-up work.
If payment status is unclear, compare the order with the gateway dashboard and the linked invoice before marking fulfillment complete.
For offline payments, confirm the payment was actually received before changing order status to completed. Add a note when finance needs to reconcile it later.
Generate or Open an Invoice
If an invoice is linked, select the invoice number to open it. If no invoice is linked and the order should have one, use the invoice action on the order detail page.
Auto-generated invoices depend on the checkout link or storefront setting and a completed payment.
After generating or opening an invoice, review customer, line items, taxes, payment amount, and remaining balance. If the order was partially paid or refunded, make sure the invoice still tells the correct finance story.
Match the Order to the Finance Record
Use the order as the commerce source of truth and the invoice as the finance source of truth. The order should explain what was purchased and how fulfillment is moving. The invoice should explain what is owed, paid, refunded, or still due.
When reviewing the handoff, compare:
- customer name and email
- billing account or contact
- product names, quantities, prices, discounts, and taxes
- payment gateway reference
- payment date and status
- refund or cancellation notes
If one side is wrong, fix the source record before sending customer-facing messages. Do not send an invoice or fulfillment update until the order and invoice agree.
Handle Exceptions
If a paid order has no invoice, check whether invoice creation is enabled for the checkout link or storefront. If it should have generated automatically, create or repair the invoice before closing the order.
If an unpaid order has an invoice, check whether the invoice is meant to collect payment separately. Keep the order in pending or processing until finance has a clear payment path.
If a refunded order still shows an open balance, review the invoice payments and credit/refund records. Add a note so the next reviewer understands what changed.
When To Update The Customer
Send a follow-up when the order changes from pending to processing, when fulfillment is complete, when a refund is issued, or when more information is needed from the customer.
Order-to-Invoice Review
Before closing an order:
- confirm order and payment status
- confirm invoice exists when required
- review line items, tax, discounts, and balance
- record or reconcile offline payments
- confirm refund status when applicable
- add a fulfillment note for the next reviewer
Customer Update Checklist
Before emailing the customer:
- confirm the order status is correct
- confirm the invoice link opens the right invoice
- confirm the invoice balance matches the message you are sending
- include fulfillment timing when the order is processing
- include refund or cancellation context when applicable