Fulfil, refund and cancel store orders

Orders lists everything the storefront sold, newest first. Open an order to ship it, release it from a hold, refund or cancel it, change its items, or correct the shopper's email or address. Coritan sells each order as merchant of record, so the invoice and credit notes come from a Coritan company on your store's behalf. An order paid on your own payment page is the exception: your business sells it, so it has no invoice or credit notes, and you return its money yourself.

A checkout whose payment failed or was not finished in time is not an order. Follow up unpaid checkouts lists those.

• You need the Tier 1 support role or higher to open Orders. To change an order you need:
  • Tier 2 support to add notes, correct the email or address, release a hold and start a return
  • Tier 3 support to make, ship and cancel parcels, and to edit the items of an order
  • Billing to refund or cancel an order
• Orders appear once shoppers check out on the storefront. An order placed while the store is in test mode carries a Test badge: it was paid with a test card and no money moved.

1. In the dashboard, open the organization, then Commerce, then Sales, then Orders.
2. Choose a status along the top: All, Processing, Completed, On hold, Refunded or Cancelled. Processing and On hold show how many orders are in them. What each status means explains them.
3. To narrow the list, search by an order number such as 1001, an order ID that starts with order_, or part of an email address. You can also filter by payment (Any payment), fulfilment (Any fulfilment), when the order was placed (Any time) and mode (Live and test). Once the store has payment routing, Any route filters by the route the order was paid on: Default route, Rollout route, or Routing off for orders with no route.
4. Select an order to open it.

The list shows 50 orders a page. Each row has the order number and email, when it was placed, the order's status with its payment and fulfilment status under it, the number of items and the total, with any amount refunded. A payment or fulfilment status that says the same as the order's status is left out. An order paid on the rollout route carries a Rollout badge. When nothing matches, Reset filters clears the search and the filters.

An order shows the first of these statuses that is true of it, in this order:

Orders count as completed when in Settings decides whether the store waits for delivery. It waits for shipping unless you choose Delivered. A parcel is delivered when you mark it, when its provider reports it, or when FedEx delivery tracking sees it. Coritan works out the status each time it shows an order, so changing the setting changes old orders too.

The payment and fulfilment statuses keep their own words, such as Captured, Partially refunded or Partially shipped.

The order's header shows its number and status, when it was placed, its payment and fulfilment status, how many items it has, its total and its sales channel. Its cards hold the rest:

• Items: each item with its price, quantity and amount (an item an edit took off shows Removed, and an order whose items were edited shows Edited), then the subtotal, discounts with the codes used, shipping, tax, what gift cards paid, the total, what was paid and what was refunded.
• Fulfilment: the parcels, what is in each and their tracking.
• Payment: how the shopper paid, the payment's status and reference, and each refund with its credit note. With the Billing role or higher, Open ledger entries shows what the order added to your balance. An order paid on your payment page names Payment page as the method, with the page's own reference under Page reference, and has no ledger entries, because it added nothing to your balance.
• Timeline: what happened to the order, newest first, with the store's notes.
• Customer: the shopper's email, their shipping and billing addresses, and any note they left at checkout. View customer opens their customer record.
• Returns: the returns, exchanges and claims opened on the order.
• Invoice and credit notes: select View to read a document. The invoice is issued when the payment is captured, and a credit note with each refund. An order paid on your payment page has neither, because your business sold it.
• Details: the order ID, the sales channel, the language, the Coritan company that sold it under Seller of record, which reads Your business for an order paid on your payment page, the route it was paid on under Payment route when payment routing gave it one, the tax scheme, the terms the shopper accepted, and their IP address and browser.

Alerts at the top say when an order needs care before it ships:

Coritan holds an order that shows two or more of these signals, or that the payment provider rates as high risk:

• It is the first order from its email address, and its total is above the store's High-value first order amount in Settings.
• The billing country is not the shipping country.
• The shopper connected from another country than the one the parcel ships to.
• The payment provider rates the payment as elevated risk.

A held order shows On hold in the list, and an alert on the order lists its signals. Until you release it, nothing on it ships, no fulfilment provider receives it, and gift cards bought in it cannot be spent.

1. Open the order and read the On hold alert and the Payment card.
2. Select Release hold… on the alert. It is also in the Order actions menu at the top of the order, which reads Actions when the order has no Refund… button.
3. Select Release hold. Keep it held leaves the order as it is.

The order can then be fulfilled, and its parcels go to their providers. To turn the order down instead, cancel it.

When an order is placed, Coritan makes its parcels: one for each fulfilment provider and stock location its items go to. A parcel for a provider that takes orders by webhook is sent to that provider, and a parcel your store packs waits for you. Send orders to a fulfilment provider explains how a parcel finds its provider. Gift cards and other items that need no shipping never go in a parcel.

1. Open the order. Under Fulfilment, find the parcel marked Not shipped.
2. Select Ship….
3. Enter the Carrier and the Tracking number, up to 100 characters each. A Tracking link is optional, and is an http or https address of up to 500 characters.
4. Select Mark shipped. With no tracking, the button reads Mark shipped without tracking.

The tracking goes on the order's timeline, which the shopper can see. When the carrier shows the parcel delivered, open the parcel's menu, select Mark delivered…, then Mark delivered.

A parcel counts as delivered however it is marked: by you with Mark delivered…, by your fulfilment provider when it reports the delivery, or by FedEx delivery tracking when FedEx says so. Each way does the same things:

• It sends the shopper the delivered email, when the store turned it on (Turn the delivery email on or off). Each parcel sends it once.
• It sends the commerce.fulfillment.delivered event to your organization webhooks.
• It makes the order Completed when the store waits for delivery.
• It starts the return window, which counts from delivery (Settings).
• Once every parcel of the order is delivered, the order's sales can be paid out without waiting out the sale hold (Track your store's balance and payouts).

A parcel that tracking marks delivered shows FedEx's own delivery time. You cannot mark a parcel delivered twice.

A provider that ships a parcel without telling Coritan leaves it open. Open the parcel's menu and select Mark shipped… to record the shipment yourself.

Items wait for a parcel after you cancel their parcel or its provider rejects it. The Fulfilment card then says how many items are waiting.

1. Under Fulfilment, select Create parcel….
2. Choose how many units of each item go in the parcel. What you leave out waits for another one.
3. Under Who packs it, keep Where the order routes it to use the provider of the stock location holding the items, or choose a provider.
4. Select Create parcel.

A provider that takes orders by webhook is sent the parcel as soon as it is made.

To cancel a parcel that has not shipped, open its menu and select Cancel parcel…, then Cancel parcel. A provider that already has it is told to cancel it. Cancelling a parcel refunds nothing.

The Refund… button shows while money is left to refund, unless the order is cancelled or is an exchange order.

1. Open the order and select Refund….
2. Under Refund by, choose By item or An amount:
   • By item: choose how many units of each item to refund. Tick Refund shipping to refund the shipping too. For units that shipped, tick Put the shipped units back in stock only when they came back to you; units that never shipped go back in stock anyway.
   • An amount: enter the amount. It is spread over what is left on the items and the shipping, and cannot be more than that. Gift cards sold in the order are left out.
3. Optionally, enter a Reason of up to 64 characters, which goes on the credit note, and a Note of up to 500 characters for the store. The shopper does not see the note.
4. Select the button at the bottom, which shows the amount, such as Refund €25.00….
5. Type the amount as the dialog shows it, such as 25.00, then select the button that names the amount.
6. Confirm it is you if the dashboard asks. It names the refund it is confirming, and does not ask again for ten minutes.

The money goes back to the shopper's card or PayPal account, and Coritan emails the shopper a refund notice when the order has an email address. What the payment does not cover goes back to the gift cards the shopper paid with. Refunding a gift card sold in the order turns the card off, and a gift card that has been spent cannot be refunded.

Coritan holds none of the money your payment page takes, so an order paid there shows Record refund… instead of Refund…, and recording a refund sends nothing to the shopper. Return the money at your payment page's provider first, then record the refund with the same steps as above. The dialog's button reads such as Record refund of $25.00…, and no credit note is issued. The shopper is still emailed the refund notice, and the order shows what is left to refund.

A shopper can pay twice for one order, as when a payment that was still going through arrives after the order was placed. The second payment was never on the order or its invoice, and its Payment card shows it with the alert A second payment to refund.

1. Open the order. On the Payment card, select Refund it… on the alert. For a payment page's, return the money at its provider first, then select Record its refund….
2. Type the amount as the dialog shows it, then select the button that names it.
3. Confirm it is you if the dashboard asks.

The alert then reads A second payment, refunded, and the shopper is emailed a refund notice.

You can cancel an order until any part of it ships. After that, refund it instead.

1. Open the order, then the Order actions menu, and select Cancel order….
2. Optionally, enter a Reason of up to 64 characters, which the shopper sees on their order, and a Note of up to 500 characters for the store.
3. Type the order number as the dialog shows it, such as #1001, and select Cancel order. Keep order closes the dialog without cancelling.
4. Confirm it is you if the dashboard asks.

Coritan refunds what is left to the payment it came from, puts the stock back and ends the order. On an order paid on your payment page, that refund is recorded instead, so return the money at the page's provider. An exchange order is cancelled without a refund, because the original order paid for it.

1. Open the order, then the Order actions menu, and select Edit contact and address….
2. Change the Email, which is where the order's emails go, or the fields of the shipping address.
3. Select Save changes.

The Country cannot change, because the order was taxed and sold for it. In the United States and Canada, the State or province cannot change either. To change them, cancel the order and ask the shopper to order again. The address locks once part of the order has shipped, or once a parcel has gone to its provider; then ask the provider to change it.

Edit the items when what the order holds changes after the shopper paid: your warehouse swapped a size, left an item out or sent another quantity, and the order must match. The edit changes the order only. It takes no payment and sends no refund, so you refund any difference yourself. For units that already shipped, start a return or a claim instead.

You can edit an order that is paid and open. You cannot edit one that is cancelled, refunded, archived, waiting for its payment, or an exchange order.

1. Open the order, then the Order actions menu, and select Edit items…. The menu reads Actions when the order has no Refund… button.
2. Under Items, set the Quantity of each line. A quantity of 0, or Remove, takes the line off the order, and Undo puts it back. A line cannot go below the units that shipped plus the units refunded before they shipped, and the line says what its lowest quantity is. A gift card line and a line an earlier edit removed cannot change, and the page says so.
3. To charge another price for a line, enter it in New price, in the order's currency. Leave New price empty to keep the price. A new price replaces the line's price, drops its discount and works its tax out again.
4. To add an item, search under Add an item by product title or SKU and select the variant. Each variant you pick becomes a row with a Quantity and an optional Price. Leave Price empty to charge the item's price for the order's currency. An item with no price in that currency needs one. A gift card cannot be added.
5. Under Stock and fulfilment, keep Hold stock for added items ticked so that the units you add are held for this order. Untick it when your stock counts come from a warehouse.
6. If a parcel is with a fulfilment provider (it shows Sent to provider, Accepted by provider or Needs attention) and holds a line whose quantity you changed, the box The warehouse already has the edited order appears. Tick it only when your warehouse already has the order as you are editing it. Coritan then changes its own record of the parcel and sends nothing to the provider, so tell the warehouse yourself if it does not have the change.
7. Optionally, enter a Reason of up to 64 characters and a Note of up to 500 characters under Why. They go on the timeline, and the shopper does not see them.
8. Check After this edit. It shows the order's total now, the total after, the difference, and any stock and parcels the edit moves. Save changes stays off until something has changed and the totals have shown.
9. Select Save changes.

The edit makes 100 changes at most, and an organization can make 60 edits a minute.

• Totals. Coritan works the order's subtotal, discounts, tax and total out again from its lines. A new quantity keeps the line's price and scales its discount and tax by units. Promotions are not worked out again, so a code's use count, an affiliate's commission and the ad conversions already sent stay as they were.
• The payment. What the shopper paid, the shipping and the store's fees do not change, and Coritan issues no new invoice or credit note. The invoice keeps what the shopper was charged. When the new total is lower, refund the difference. Coritan does not charge the shopper for a higher total.
• Refunds. A removed line stays on the order with a quantity of 0 and no money. Refund… still lists it by item, marked Removed from the order, paid for, up to what the shopper paid for it. The edit already put its units back in stock, so refunding them does not put them back again. An item you added cannot be refunded, because nobody paid for it.
• Stock. Units you take off go back in stock. Units you add are held for the order unless you untick Hold stock for added items.
• Parcels. A parcel that no provider has yet gives up the units you take off, and a parcel left empty is cancelled. A parcel with a provider changes only when you tick The warehouse already has the edited order. Changing only a price never touches a parcel.

The page shows Order items updated. and returns to the order. Under Items, the order shows its new quantities, a Removed label on each line you took off and an Edited label. Under Timeline, an entry lists each line the edit added, removed or changed. Payment and Invoice and credit notes are as they were.

1. Open the order. Under Timeline, write in Add a note, up to 500 characters.
2. Tick Show it to the shopper to show the note on the shopper's order page. Otherwise only members see it.
3. Select Add note.

To start a return from the order, select Start a return… in the Order actions menu. Handle store returns, exchanges and claims explains the dialog.

Delete a test, duplicate or imported order to remove it from the store entirely. Admins and owners can do this.

1. Open the order, then the Order actions menu, and select Delete order….
2. Type the order's number and select Delete order. Confirm it is you with your password or a code if asked.

The order, its items, payments, refunds, documents, parcels, returns, timeline and the cart it came from are removed. Held stock, promotion uses and gift card amounts go back. Nobody is emailed. This cannot be undone.

• The order's status changes in its header and in the list, and each change adds an entry to the Timeline.
• A refund appears under Payment, and its credit note under Invoice and credit notes. A refund recorded on an order paid on your payment page has no credit note. Coritan emails the shopper about each refund and cancellation.
• A shipped parcel shows its carrier and tracking number under Fulfilment, and the shopper sees them on their order page.
• A test order changes the same way, but no money moves.

Create parcel… or Ship… is missing

The order is held, is cancelled, or has nothing waiting to ship, or your role is below Tier 3 support. Release a held order first.

Refund… is missing

Nothing is left to refund, the order is cancelled, or it is an exchange order, which you refund through its original order. Refunds also need the Billing role or higher. An order paid on your own payment page has Record refund… instead, as Record a refund for a payment page describes.

Edit items… is missing

Your role is below Tier 3 support, or the order is cancelled, refunded, archived, waiting for its payment, or an exchange order. Opening the page by its address says which.

Save changes is off

Nothing has changed yet, a field is marked with a problem, or After this edit shows why the API refused the edit. Fix the field or the refusal, and the button turns on once the totals have shown.

The page shows Could not edit order items

The message says why. These are the usual causes.

The edit would leave the order with no items

Every line would end with no units. Cancel the order or refund it instead.

A line cannot go below a number of units

That many units shipped, or were refunded before they shipped. To take back what shipped, start a return or a claim, or refund it.

A return or claim holds units of a line

Settle the return or claim first, then edit the line.

A parcel is with a fulfilment provider

Cancel the parcel on the order page and edit again. Or, when your warehouse already has the edited order, tick The warehouse already has the edited order and save again.

There is not enough stock for the units you add

Add fewer units, put more in stock, or untick Hold stock for added items when your warehouse counts the stock.

Coritan cannot work out the tax

The tax for the changed lines could not be worked out for the order's address. Try again in a moment. If it keeps failing, contact support.

The item is not sold here, or has no price

Choose a variant the store sells in the order's sales channel. For an item with no price in the order's currency, enter one under Price.

A gift card cannot be edited or added

Gift card lines stay as they are, and a gift card cannot be added to an order.

A refund is waiting for the payment provider, or a dispute is open

Edit the items once the refund settles or the dispute ends. Dispute evidence is built from the order's lines, so they cannot change while a dispute is open.

More than 60 edits in a minute

Wait a minute and save again.

Delete order… is missing

Deleting needs the Admin role or higher.

The order cannot be deleted

The dialog says why. Money from it was paid out, it has a dispute, a provider holds one of its parcels (cancel the parcel first), or a live payment of it is not fully refunded (refund or cancel the order first).

Cancel order… is missing

Part of the order has shipped, so refund it instead. Cancelling also needs the Billing role or higher.

The address fields cannot be changed

The order has shipped, or a parcel has gone to its provider. Ask the provider to change the address.

The refund did not go through

The dialog says why. When the payment provider refused the refund, nothing moved and the amount is still left to refund, so you can try again. A cancellation whose refund fails leaves the order open. If it keeps failing, contact support.

A parcel shows Needs attention

The provider did not take it. Read the reason under the parcel, fix the cause with the provider, then select Send again. Send orders to a fulfilment provider shows what Coritan sent.

• Follow up unpaid checkouts
• Handle store returns, exchanges and claims
• Send orders to a fulfilment provider
• Manage your store's customers
• Track your store's balance and payouts
• Sell with the Commerce API

List orders with GET https://api.coritan.com/api/v1/orgs/{org_slug}/commerce/orders. Each order carries the status this page shows as display_status: processing, completed, on_hold, refunded or canceled, and the list takes it as a filter. Handle orders has the filters and the routes that change, release, refund and cancel an order, and Fulfil orders covers parcels, which the API calls fulfilments. Refunds and cancellations share a limit of 30 a minute for each organization.

Change the items of an order with POST /commerce/orders/{order_id}/edits, which takes the commerce.orders:edit scope and Tier 3 support. Send preview: true to read the new totals without saving. Edit the items of an order has the body, the answer and the errors.

curl "https://api.coritan.com/api/v1/orgs/acme/commerce/orders?display_status=on_hold" \
  -H "Authorization: Bearer $CORITAN_TOKEN"