Viewing and managing order details

When you view an order, the product information displayed (such as product titles, prices, and weights) reflects what was true at the time the order was placed. This information is locked when the order is created and doesn't update when you change the product details in your Shopify admin.

If you click a product link in an order and it takes you to a product page with a different title or details, then it's because the product was updated after the order was placed. The product link in the order still points to the current version of that product, but the order itself displays the historical information from when the purchase was made.

This applies to all product details in an order, including the following information:

• Product titles
• Product descriptions
• Prices and compare-at prices
• Product weights
• Variant names and options

The subtotal displayed on the order details page in your Shopify admin is calculated differently from the subtotal data that's available through the Shopify API or apps such as Order Printer.

Admin order page subtotal: The subtotal displayed in your Shopify admin excludes discounts. Discounts are displayed as a separate line item.

API and Order Printer subtotal: Apps that use the Shopify API (such as Order Printer and third-party apps like Klaviyo) retrieve subtotal data that includes discounts already applied.

This means that the subtotal displayed in Order Printer templates or third-party app exports might be higher than the subtotal displayed on the order page in your admin. Both calculations are correct—they're just using different data points.

If you need the Order Printer or a third-party app to display subtotals that match your admin, then you might need to customize the template or app settings to calculate the subtotal in the same way as the admin (subtracting discounts from the line item totals).

You can view the detailed history of each order in the order's Timeline. You can also enter notes and comments in the Timeline.

You can also do the following from the Timeline:

• communicate with staff
• attach files
• link to other products, orders, and customers

Steps:

For more information, refer to Timeline.

View payment events from the Timeline

When a customer pays for their order, the payment details are noted in the Timeline as a payment event. You can expand payment events for more details. Payment events can be helpful if you need to troubleshoot a failed payment capture or refund.

If your customer didn't complete the checkout, then instead go to the abandoned checkout timeline to view payment events.

Steps:

1. From your Shopify admin, go to Orders.

2. Click the order that you want to view payment events for.

3. On the order details page, go to the Timeline section.

4. Click a payment event.

5. For more details from the payment gateway, click Information from the gateway.

If you're selling in multiple currencies and a customer's payment is processed in a local currency through a compatible payment provider, then the Paid section displays the amount paid in the customer's currency, also called the presentment currency. If the customer's payment is converted back to your store currency at checkout, then the order doesn't display as a multi-currency order.

Steps:

1. From your Shopify admin, go to Orders.

2. Click the order that you want to check the currency for.

3. In the Paid section, review the amount paid in the customer's currency.

4. In the payment section, review the order total and any currency conversion details.

Notes are messages or special instructions that have been included in an order. Comments are for internal communication between staff members.

Add a note

You can add or edit order notes in the Notes section of the order. Customers can also add notes to their order themselves when you have activated order notes in your store.

Add a comment

You can add internal comments or special instructions to the order using Timeline. Comments added to the Timeline can only be read by you and other staff members.

Tags help you categorize and organize your orders based on custom terms. To create an order view based on a tag, filter your store's orders by tag, then save the results in the order view.

Steps:

You can also bulk-edit order tags from the Orders page.

You can contact a customer directly from the order page, or resend an order confirmation email to the customer or to yourself.

Contact a customer about an order

Shopify stores all your customers' contact information. You can add additional contact information by clicking Edit in the Contact section of the order page and entering the details. If you give customers the option of entering either an email address or a phone number at checkout, then you might only have the contact information that they chose to enter in the Contact section. To contact a customer who chose to enter a phone number, call the number that they entered.

Steps:

Resend an order email

You can resend an order email to the customer, or send a copy to yourself for reference.

Steps:

1. From your Shopify admin, go to Orders.

2. Click the order that you want to resend an email for.

3. In the Timeline section, click Resend email under the email that you want to send again.

4. In the Resend order confirmation? dialog, select the relevant option:

   • Resend the email to the customer
   • Send the email to yourself, so you can get a copy of the email that the customer received.

5. Click Send.

When your customers complete a checkout, they're given a URL to the order status page, which is the final page of the checkout process. They can track the status of their order on this page, and might contact you if they have questions.

For more information, refer to Order status page.

Steps:

1. From your Shopify admin, go to Orders.

2. Use the search box to find your customer's order. You can search for the order if you have any of the following information:

   • order number
   • receipt number if the order was created in Shopify POS
   • customer name
   • customer email address

3. Click the order to view its details.

4. Click the More actions menu, then click View order status page. You're redirected to the same order status page that your customer can view.

You can track your store's orders using its RSS feed.

Your orders feed URL is:

https://admin.alejandrochinashopifytest742501.com/store/shopname/orders.rss

You can find your store's orders feed on the /admin/feed page in your Shopify admin.

You can set up push notifications in the Shopify app to get instant alerts on your phone about the following important store updates:

• Critical alerts
• Fulfillments
• New orders
• Setup tips
• Timeline mentions