Orders, returns and refunds
Track order, payment and fulfillment status, record manual payments, refund orders and returns, and handle exchanges.
Updated November 9, 2026
Who can use this: Roles that can manage commerce orders. Refunds have their own permission.
Each order shows its status, payment and fulfillment in one place. From there you can ship it, invoice it, record a payment, refund it and open a return.
Read an order
Open Commerce, then Orders, and select an order. Four cards show where it stands:
Order status: Pending, Confirmed, Processing, Shipped, Delivered, Cancelled or Refunded.
Payment: the payment state.
Fulfillment: Unfulfilled, Partial or Fulfilled.
Source: Checkout, Manual or API.
Change the status with the dropdown at the top of the page. Setting Delivered also marks the order as fulfilled.
Warning: Setting the status to Refunded only changes the status. It does not send money back to the customer. Use the Refund button to return money.
Ship an order
Under Fulfillment & tracking, set the fulfillment status, shipping method, carrier and tracking details, and click Save.
To create a shipment record, click Shipment at the top of the page.
If a carrier is connected, click Generate label on the shipment. See Shipping and carriers.
Record a payment
When an order has a balance due, use Outstanding balance:
Enter the Amount, or leave it empty to record the full balance.
Choose a Method: Bank transfer, Cash, Card (in person), Invoice or Other.
Add a Reference if you have one.
Click Record payment.
Invoice an order
Click Generate invoice to create one. Once it exists, click View invoice to open it or Resend to email it again.
Refund an order
On the order, click Refund. The button shows when the order still has money to return and your role can refund.
If both are possible, choose Through the payment provider or the offline option for money you took by hand.
Under Items to refund, enter the quantities. This is optional. Each item has a Restock checkbox.
Enter any Shipping to refund, then check Amount to refund.
For an offline refund, choose How it was returned and add a Note or reference.
Add a Reason if you want one on the order. Leave Notify customer on to send the refund email once the refund goes through.
Click the refund button at the bottom of the dialog.
An offline refund only records the refund. PraismaHub sends no money, so you return it to the customer yourself.
Handle a return
On the order, click Return. A return request opens.
Set the Type (Return, Refund or Exchange) and the Reason. The return lists every item on the order, each set to restock.
Move the Status along as it progresses: Requested, Approved, In transit, Received, Closed or Rejected.
When the items arrive, click Mark received. Items with restock enabled go back into inventory.
After a return is received, Suggest refund shows a breakdown that takes the restocking fee and shipping refund into account. From there, click Issue refund, or Record refund if the order was paid by hand. A return refunds once.
For an exchange, click Create replacement to create the new order.
See your refunds
Go to Commerce, then Refunds, to see each refund and its status: Pending, Succeeded, Failed or Cancelled. Refunds are also listed on the order they belong to.
To refund a booking, see Bookings and resources.
Limits and good to know
You cannot refund more than what the provider can still return, or, for an offline refund, more than the money taken by hand.
A provider refund goes back through the provider that took the payment. If the provider rejects it, the refund shows as Failed.
Sales reports show amounts after refunds.
Related
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