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SHOP Orders

 

Customizing email notifications

When you receive and process orders, your customers receive email notifications about it. The following messages are available:

  • An order confirmation is sent to the customer when they place an order. This email contains information about order items, shipping, billing, and order status.
  • Order status changed is sent when order status changes to inform the customer about the progress of order fulfillment.
  • Order shipped is sent when you ship an order and change its status to “Shipped” or assign a tracking number. With this email, the customer knows that the purchased items are on their way.
  • Order is ready for pickup is sent when you change the order status to “Ready for Pickup” to notify the customer that purchased items are ready for pickup.
  • Download e-goods email is sent to a customer when the order’s status is changed to Accepted and their digital order is ready for download.
  • Abandoned Cart Recovery is a message that reminds the shopper about their unfinished order. Read this tutorial on abandoned carts recovery.

 

Name Description
${customer.name} Displays customer’s name.
${customer.email} Displays customer’s email
${customer.membership_name} Displays customer group name
${customer.membership_id} Displays customer group ID

Variables for order information

Name Description
<#list order.items as orderItem> </#list> Displays the list of ordered products.
${orderItem.name} Displays the name of product.
${orderItem.sku} Displays the SKU of product.
<#noescape>${orderItem.description}</#noescape> Displays the product description.
${orderItem.customerUrl} Calls URL of the product page.
${orderItem.imageUrl} Displays the product image.
${orderItem.quantity} Displays the quantity of ordered items.
${orderItem.price} Displays the product price.
${orderItem.isShippingRequired}
${orderItem.weight} Displays the weight of ordered item.
${orderItem.subtotal} Displays the order item subtotal (item price x quantity of ordered items).
<#list orderItem.options as option> </#list> Displays the list of options selected for the product.
${option.name} Displays the option name.
${option.value} Displays the amount of price modifier.
<#list orderItem.attributes as attribute> </#list> Displays the list of hidden attributes set for the product.
${attribute.name} Displays the hidden attribute title.
${attribute.value} Displays the hidden attribute name.
<#list orderItem.visibleAttributes as visibleAttribute> </#list> Displays the list of attributes set for the product.
${visibleAttribute.name} Displays the attribute title.
${visibleAttribute.value} Displays the attribute name.
<#list orderItem.files as file> </#list> Displays the list of files attached to the product.
${file.description} Displays the description of the file.
${file.fileName}
${file.name} Displays the name of the file.
${file.type} Displays the type of the file.
${file.size} Displays the size of the file.
${file.url} Adds a download link for the file.
${order.number} Displays the number of the order.
${order.customerUrl} Adds URL to the customer’s profile. Empty if order was made anonymously.
<@orderLink/> Adds order number. If order was placed by registered customer, contains a URL to customer’s order history. If customer is not registered, order number will be displayed as plain text.
${order.adminUrl} Adds a link to the order in your Control Panel.
${order.dateCreated} Displays the date of the order placement.
${order.paymentStatus} Displays the current payment status of the order.
<@paymentStatusColor/> Changes the color of ${order.paymentStatus} element depending on the status of the payment.
${order.subtotal} Displays the order subtotal.
${order.total} Displays the order total.
${order.shippingCost} Displays the shipping rate for the order.
${order.weight} Displays the total weight of ordered items.
<#list order.taxes as tax> </#list> Displays a list of taxes applied to the order.
${tax.name} Displays the name of the tax.
${tax.value} Displays the value of the tax.
<#list order.discounts as discount> </#list> Displays a list of the discount applied to the order.
${discount.name} Displays the name of the discount.
${discount.value} Displays the value of the discount.
${order.couponPercent} Displays the percent of discount coupon applied to the order.
${order.couponName} Displays the discount coupon name.
${order.couponCode} Displays the discount coupon code.
${order.totalDiscount} Displays the total value amount of discount applied to the order.
${order.isShippingRequired}
${order.shippingAddress} Displays the whole shipping address for the order. It’s also possible to display each element of the shipping address separately.
${order.shippingAddress.name} Displays the name of the customer.
${order.shippingAddress.companyName} Displays the Company name specified in the shipping address
${order.shippingAddress.street} Displays the street specified in the shipping address.
${order.shippingAddress.city} Displays the city specified in the shipping address.
${order.shippingAddress.country} Displays the country specified in the shipping address.
${order.shippingAddress.countryCode} Displays the code of the country which is specified in customer’s shipping address
${order.shippingAddress.postalCode} Displays the postal (ZIP) code specified in the shipping address.
${order.shippingAddress.state} Displays the state specified in the shipping address.
${order.shippingAddress.stateCode} Displays the code of the state which is specified in customer’s shipping address
${order.shippingAddress.phone} Displays customer’s phone number.
${order.shippingAddress.province} Displays the province specified in the shipping address.
${order.shippingAddress.provinceCode} Displays the code of the province which is specified in customer’s shipping address
${order.billingAddress} Displays the whole billing address for the order. It’s also possible to display each element of the billing address separately.
${order.billingAddress.name} Displays the name of the customer.
${order.billingAddress.companyName} Displays the Company name specified in the billing address.
${order.billingAddress.street} Displays the street specified in the billing address.
${order.billingAddress.city} Displays the city specified in the billing address.
${order.billingAddress.country} Displays the country specified in the billing address.
${order.billingAddress.countryCode} Displays the code of the country which is specified in customer’s billing address
${order.billingAddress.postalCode} Displays the postal (ZIP) code specified in the billing address.
${order.billingAddress.state} Displays the state specified in the billing address.
${order.billingAddress.stateCode} Displays the code of the state which is specified in customer’s shipping address
${order.billingAddress.phone} Displays the phone number specified in the billing address.
${order.billingAddress.province} Displays the province specified in the billing address.
${order.billingAddress.provinceCode} Displays the code of the province which is specified in customer’s shipping address
${order.pickupTime} Displays the time of the pickup selected by a customer
${order.isPaid}
${order.paymentMethod} Displays the Title “Payment method:” and the name of the payment method.
${order.PaymentMethod.isOnline}
${order.PaymentMethod.instructionsTitle} Displays the title of the payment instructions.
${order.PaymentMethod.instructions} Displays the content of payment instructions.
${order.PaymentMethod.name} Displays the name of the payment method.
${order.orderComments} Displays the order comments.
${order.privateAdminNotes} Displays the staff order notes added by the store owner.
${order.isPaymentStatusUpdated}
${order.isFulfillmentStatusUpdated}
${order.fulfillmentStatus} Displays the current fulfillment status of the order.
${order.trackingNumber} Displays the order tracking number if enabled.
${order.trackingUrl} Adds the URL of order tracking page for carrier-calculated shipping options.
${order.affiliateID} Displays the affiliate ID of the order.
${order.extraFields}
<#list order.extraFields as extraField> </#list> Displays the list of order extra fields.
${extraField.key} Displays the extra field’ key.
${extraField.value} Displays the extra field’s value.
${extraField.title} Optional. Displays the extra field’ title.
${extraField.orderDisplaySection} Optional. Displays the extra field’s title.
${extraField.type} Displays the extra field’s type.

Variables for products information

Name Description
${product.name} Displays the product name.
${product.sku} Displays the product SKU.
${product.quantity} Displays the quantity of the product.
${product.adminUrl} Displays the URL of the product page in the Control Panel.
${product.customerUrl} Adds the URL of the product page.
${product.imageUrl} Displays the product image.
${product.warningLimit} Displays the number of items in stock that triggers the “Low Stock Notification”.
${product.options}
<#list product.options as option></#list> Displays the list of product options.
${option.name} Displays the option name.
${option.value} Displays the selected option’s value.
${product.attributes}
<#list product.attributes as attribute> </#list> Displays the list of hidden attributes set for the product.
${attribute.name} Displays the hidden attribute title.
${attribute.value} Displays the hidden attribute name.
<#list product.visibleAttributes as visibleAttribute> </#list> Displays the list of attributes set for the product.
${visibleAttribute.name} Displays the attribute title.
${visibleAttribute.value} Displays the attribute name.

Available variables for store information

Name Description
${store.id} Displays the Store ID.
${store.name} Displays the store name.
${store.logoUrl} Calls the URL of the store logo.
<@storeLogo/> Displays the store logo. If logo is not specified, displays the store name.
${store.storeUrl} Calls the store front URL.
${store.companyEmail} Displays the company email, which is specified in the store settings.
${store.customerOrdersPageUrl} Calls the URL to the customer’s order history page.
<#list store.legalPages as page> </#list> Displays the list of legal pages.
${page.name} Display the name of certain legal page.
${page.url} Calls the URL of the certain legal page.
<@legalPages/> Displays the list of legal pages in single string.
${store.controlPanelUrl} Adds your Online Store control panel URL to the message.
${store.egoodsLinkLifetime} Displays the lifetime of E-goods link.
${store.egoodsMaxDownloadAttempts} Displays the maximum quantity of download attempts for E-goods products.
${store.officeAddress} Displays the physical address of the store which is specified in the store settings.
${store.resetPasswordUrl} Adds a customer’s password reset URL to the message.
${store.businessRegistrationID} Displays store business registration (VAT) ID.

Variables for brand information

Name Description
${brand.name} Displays your brand name.
${brand.logoUrl} Calls the URL of your logo.

Name
Description
<#list order.items as orderItem> </#list>
Displays the list of ordered products.
${orderItem.name}
Displays the name of product.
${orderItem.sku}
Displays the SKU of product.
<#noescape>${orderItem.description}</#noescape>
Displays the product description.
${orderItem.customerUrl}
Calls URL of the product page.
${orderItem.imageUrl}
Displays the product image.
${orderItem.quantity}
Displays the quantity of ordered items.
${orderItem.price}
Displays the product price.
${orderItem.isShippingRequired}
${orderItem.weight}
Displays the weight of ordered item.
${orderItem.subtotal}
Displays the order item subtotal (item price x quantity of ordered items).
<#list orderItem.options as option> </#list>
Displays the list of options selected for the product.
${option.name}
Displays the option name.
${option.value}
Displays the amount of price modifier.
<#list orderItem.attributes as attribute> </#list>
Displays the list of hidden attributes set for the product.
${attribute.name}
Displays the hidden attribute title.
${attribute.value}
Displays the hidden attribute name.
<#list orderItem.visibleAttributes as visibleAttribute> </#list>
Displays the list of attributes set for the product.
${visibleAttribute.name}
Displays the attribute title.

 

Tracking shipments and payments

When you receive an email or mobile notification about your first order, you should make sure that you have received the payment before proceeding with delivery. Here are the steps you should take to ensure that your transaction goes smoothly.

  1. Go to My sales > Orders to review the order.
  2. Check what payment method was used.
  3. Go to your payment processor account to make sure the money for the order has arrived. If you offer cash on delivery (COD) option, you need to contact the customer to arrange the payment.
  4. If the payment has arrived, change the fulfillment status to Processing.
  5. Start preparing the order and send the package.
  6. Change the order fulfillment status to Shipped.
  7. Add the tracking number to the order details. When you change the order status to Shipped, your customer will receive a message with the tracking number.

If you use delivery services that provide tracking, you can assign tracking numbers for corresponding orders. Your customers will receive them by email. Here is how to assign tracking numbers:

  1. Go to My sales > Orders.
  2. Find the order you want to assign the tracking number to.
  3. Click Update Order.
  4. Select Mark as Shipped.
  5. Enter the tracking number from your carrier.
  6. Click Mark as Shipped. The tracking number has been assigned to your order.
  7. Your customer will get an email with this tracking number.

 

Managing your orders

When your customer places an order, all details are recorded in Control Panel > My Sales > Orders. This article explains how to manage orders in your store.

Every order has one status for payment and another for fulfillment. The payment status shows the state of the order’s payment while the fulfillment status shows the stage of processing.

 

Payment statuses

Paid: this means your customer selected an online payment option and the third-party provider processed the payment. Prepare this order for shipping and ship it right away.

Awaiting Payment: this can mean one of the following:

  • Your customer has selected an offline payment method and you need to contact them to arrange payment
  • Your customer’s online payment was not processed. In this case, you can contact the third-party payment provider who processed the transaction.

Cancelled: this indicates the payment gateway could not authorize or charge the customer’s credit card or you have canceled the order.

Refunded or Partially Refunded: this indicates the payment (or a portion of the payment) has been credited (refunded) to the buyer.

Fulfillment statuses

  • Awaiting Processing is the default fulfillment status for all new orders, indicating you have not yet started working on this order.
  • Processing indicates the order is in the process but is not yet fulfilled.
  • Ready for Pickup indicates the order is ready for your customer to physically pick up the product from your store.
  • Shipped indicates the order has been shipped.
  • Delivered indicates the shipping provider has delivered your customer’s order.
  • Will not deliver is reserved for orders you will not ship. You can use this for orders that have Cancelled or Refunded payment statuses.
  • Returned indicates the orders your customers have returned.

 

 

  • You can accept orders via phone or email to sell both online and offline. Record these orders in and keep track of them. Creating orders can be helpful for your store’s accounting records.
  • You can print orders individually or as a batch. To do this, click Print Invoice next to an individual order.
  • You can also print a batch of orders by checking the orders in the list and clicking Mass Update > Print Selected.

 

 

  1. Go to My Sales > Orders.
  2. Scroll to the bottom of the page and find the Export Orders block.
  3. If you want to export all of your orders, click Export All.
  4. To be selective, tick the ones you need and click Export Selected.
  5. You will see a popup with the export settings.
  6. Select the delimiter.
  7. Select the columns you want to export. By default, all the columns are selected.
  8. Click Download CSV file.
  9. Open the downloaded file with a spreadsheet editor for further use.

 

By default, your order IDs are numbers starting from one. You can change the Order IDs in your store by adding some letters or by starting from a higher number. This is helpful when you are just starting with your store and don’t want to show a short order history.

To change the order IDs in your store:

  1. Go to Settings > General > Cart & Checkout
  2. Scroll down to Order ID.
  3. Click Change
  4. Enter a number that you wish to show as your next order’s ID.
Note: you can only increase the order ID number.
Once you have changed the order ID numbering, click Save to apply the changes.

 

Sending customer invoices

The Online Store allows for invoices to be saved as PDF documents, which make emailing them a breeze.

To access and save the invoice you’re looking for, follow these steps:

  1. In your Sitebuilder, click Menu > Store.
  2. Click My Sales > Orders.

In your list of recent transactions, find the one that you would like to save and/or send the invoice of and click Print invoice, located to the right of the transaction.

This will open a screen that allows for the invoice to be saved to your computer, after which you can attach it to any outgoing email.

To add your offline sales, such as phone orders or sales in a brick-and-mortar store, you can create these orders manually. This way, your offline sales and inventory will be accounted for along with the rest of your online merchandise.

Tip: manual order creation helps maintain a comprehensive order history and stock control.

Create an order manually

To create an order manually:

  1. Go to My Sales > Order Editor.
  2. Click Create Order.
  3. Fill in the customer information. For returning customer, simply enter their email. Online Store will populate all other customer information automatically.
  4. Click EDIT next to the SHIPPING METHOD and select the preferred shipping option. Online Store will provide a dropdown with available options.
    Choose the shipping method and click Save to confirm.
  5. Click Edit next to the Payment and add the name of the payment option.
  6. The order is pre-populated with a default product. Click Edit pencil icon to change the product. Enter the product SKU and the number of items purchased. Online Store will populate all other information.Note: To amend the number of products remaining in stock you must go to the individual product listing and change the number.
  7. Click Add product to add more items to the order. Repeat step 6 to edit the product.
  8. Edit the shipping information, taxes, and discounts. Once done, click Save changes.
  9. Check the information about the order and click Place order button in the upper right corner.Congratulations! Your order has been created and is now visible in the list of orders.

Tip: If you run an offline store and process sales using Square, Clover or Vend POS, you can sync your catalog and sales automatically by connecting the POS system to the Online Store.

 

 

Sales reports help you track your performance. To manage your online store effectively, you need to know where your customers come from, which products they buy, and how effective are your special offers. To get these valuable data insights, you can use several types of reports in your Online Store.

 

Accessing sales reports

You can get the most important metrics for your store including the number of visitors, orders, revenue and conversion rates in Online Store > Sales > Reports.

Note: you may need to upgrade to see this feature.

You may need to install the reporting application. After you install it, the Reports and Analytics page will show basic metrics. You can find this page anytime at Reports > Stats. Here’s how to customize the reports settings:

1. Select a period to research and mark which information you wish to include in your stats, such as top-selling products, revenue per order, and source of traffic.

Real-time sales tracking

Track sales the moment an order is placed with the Online Store mobile app. It will send push notifications to your iPhone, iPad, or Android device when an order is placed or a payment has been accepted. To learn more about managing your store on a mobile device, check out this tutorial.

Google Analytics reports

For more advanced statistics, you can access reports from Google Analytics. This tool can help you to better understand consumer behavior by analyzing traffic sources and visitor behavior on your site.

Note: you may need to upgrade to use Google Analytics.
With the help of Google Analytics, you will be able to track more complex metrics such as:
  • Sales funnels— find what steps your customers take before they buy something or leave your store. This is also great to review your store’s checkout process.
  • Visitor engagement — see how much time a visitor spends in your store and what pages they visit.
  • Historical benchmarking — check how your acquisition channels performed this year versus last year.

Visit this tutorial to set up the Google Analytics account and connect it to your Online Store.

Sales reports in spreadsheets

 

Sales reports in spreadsheets

If you prefer to use a spreadsheet editor for sales reports, you can export order data in CSV format to arrange the data as you prefer.

To export your orders from the Online Store:

  1. Go to My Sales > Orders.
  2. Use the Filter tool to sort out the orders you want to analyze.
  3. Click Save filter to create a custom filter. Enter the name of the filter for future use.
  4. Select the filtered orders and click Mass Update > Export selected.
  5. Select the values you want to include in the report. Click on the value to deselect it and it will not appear in the report. You can also use one of the shortcuts All, All but item details, or None in the top right corner.
  6. Select the right values delimiter for your report. This would indicate where one product attribute ends and another one begins. The Online Store supports three delimiters in CSV files: commas, semicolons, and a tabulation.

Tip: check what delimiters your spreadsheet editor supports for CSV files to ensure your file opens correctly.

7. Click the Download CSV File button at the bottom of the window to download the report to your computer.