When an order is submitted on your site, it can be found by going to Store Administration > Orders.  While generally you will recieve an email confirming that an order has been placed, it is important to check this page daily, in case you do not receive the automated email. 

On this page, you will see a field to search for a specific order number, and a dropdown menu to sort items by a particular status.

The default setting is Active Orders which includes any order that still requires attention from someone on staff, or orders that are currently processing from Ingram.

Statuses that fall under the Active Orders category are provided below:

• Pending
• Processing
• Payment Received
• Pending Warehouse
• Shipped Via Warehouse

Store Fulfilled Order Statuses

Pending-  This order has just been submitted, and requires your attention.  Any order that has the Pending status is NOT being fulfilled by Ingram automatically, and is to be sent directly from your store.  You may see a 'Send to wholesaler' button. If this is visible, it means that the books are available at Ingram, and can be shopped to them for fulfillment if you click the button. 

Processing- After a staff member has reviewed the order, we recommend leaving an order comment with more details regarding the transaction, and moving the order to Processing.  This will let other staff members know that the order has been looked at, and action has been taken (e.g. book has been ordered, set aside somewhere, etc.)  Processing does not make any changes to the credit card.

Payment Recieved- The customer's credit card has been charged, but the order is still active.  This can be helpful for pre-orders, event tickets, or orders that will be open for more than 3 weeks.  Funds accrued from orders marked Payment Recived will not be transferred into your account via ACH until they have been marked Completed.

Completed- The order is now finished, and funds will be transferred to your account in the next Money Management transfer.

Wholesaler Fulfilled Orders

Pending Warehouse- The order is being prepared and shipped by Ingram, no further action is required.  If you allow automatic wholesaler fulfillment (see store preferences) orders may come in with this status directly.  Alternatively, after the 'Send to wholesaler' button has been clicked, the order will change to the Pending Warehouse status.  For a full list of conditions why an order will or will not be fulfilled by ingram, click here.  Once Ingram has accepted the order, an admin comment will appear, detailing which warehouse the order will be shipping from.

Please note: there are rare occasions (less than 1%) when an order will be rejected by Ingram, and sent back to the store as Pending. 

Shipped via Warehouse- Ingram has printed a label for the order, and it has left, or will leave the warehouse shortly.  If you click on the Invoice tab of the order, and scroll toward the bottom of the page, tracking information will be provided. 

The system does not automate an email to the customer when it has been shipped, so you may want to send your customer an order comment with tracking information.

Completed By Warehouse-  The customer's card has been charged, and the order is now complete.

Other Statuses

In Checkout- Orders that have begun the checkout process, but were abandoned before they were completed.  Orders can be in checkout for a variety of reasons, but the most common are if the customer's billing information does not match what is on their credit card, or that the customer has simply decided not to place the order at that time.

In checkout orders are NOT real orders, and should NOT be shipped.  That said, they can be quite helpful when troubleshooting a customer issue on your site.

All Orders- Will display all orders ever placed, or abandoned, on your site.

Inactive Statuses

The below statuses were used for eBook services which are no longer in service, but may still appear in the list:

• Pending Split order
• Completed by Google
• Payment Recived- Ingram Digital
• Completed by Ingram Digital

Custom Statuses

Custom statuses can be created by going to Store Administration > Configuration > Order settings > Order Workflow

They can be particularly helpful for stores with multiple outlets, or if you are having a large author event.

Simply click the 'Add a new status' button, create an ID and title, and select an order state. (Post Checkout would be 'Pending.')