Managing your orders


Besides fulfilling orders and taking payment, you can tag open orders, add notes to them, review the order's Timeline, or follow up with the customer.
On this page


View an order

  1. From your Pisell admin, go to Orders.
  2. Click the order number.
The details of the order are displayed.
When a number appears to the right of your Orders tab in the Pisell admin, it represents your current open orders.



View an order's Timeline

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
  1. From your Pisell admin, go to Orders.
  2. Click the order whose Timeline you want to view.
  3. On the order details page, scroll to the Timeline section.
For more information, refer to Timeline.
All notes and comments are internal and are not visible to your customers.
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 history to view payment events.
  1. From your Pisell admin, go to Orders.
  2. Click an order.
  3. On the order details page, scroll to the Timeline section.
  4. Click a payment event.
  5. For more details from the payment gateway, click Information from the gateway.

Add tags or notes, or edit an order

You can update information associated with an order from the Orders page of Pisell.
  1. From your Pisell admin, go to Orders.
  2. Click the number of the order that you want to update. You can make the following changes:
  • Edit customer information
  • Add or remove order notes or tags
Edit customer information
  1. Click Edit next to the customer information on the order screen.
  2. Make any required changes.
  3. After you're done, click Save or Apply changes.
An order's billing address, line items, or order total cannot be modified. If a customer changes their mind about their order, then you can fulfill only part of the order or partially refund it.
Attach an internal note to an order
You can add a notes, comments, or special instructions to your order using Timeline.
Attach an order tag
You can organize your orders beyond whether they're captured, paid, and fulfilled by adding tags. You can filter orders by tag, and then save a search for that tag so that you can quickly access those orders in the future.
  1. From your Pisell admin, go to Orders.
  2. Enter the tag names separated by a comma. For example,
Urgent, reviewed, wholesale.
Order tags are limited to 40 characters (letters and numbers) per tag.
  1. To select from previously used tags, click View all tags. Click the tags that you want to add, then click Apply changes to apply them to the order.
  2. Click Save.
If you've created an order tag in the past that exceeds 40 characters, then you can't add it again to another order.

Contact a customer about an order

Pisell 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 an email address or phone number at checkout, then you might only see 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.
  1. From your Pisell admin, go to Orders.
  2. From the Orders page, click the number of an order from the customer that you want to contact.
  3. In the Contact section, click the customer's email address.
  4. In the Contact customer dialog, enter the message that you want to send.
  5. If you want to send a copy of your message to your own email address or the store owner's email, then click the box beside the address that you want to use.
For more information on setting your store's email, see changing your Pisell email address.
  1. Click Review email.
  2. Review your email and then click Send notification, or click Back to make any changes.
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