Orders

What it does

Orders lists every order your customers have placed in your B2B Store, and opens each one so you can check what was ordered, how it is being fulfilled and how it was paid for.

When to use it

Use it when a customer asks about an order, when you need the delivery or collection slot for a round, when you are matching a payment reference to a sale, or when you need a file of orders for your back office.

Orders are a record of what the customer submitted, so there is nothing to change on this screen.

Steps

1. Open eCommerce → Orders.
2. To find an order, type all or part of its reference in Search by reference....
3. Narrow the list further with Fulfilment Type (All Fulfilment Types, Delivery or Click & Collect), Created after, Created before, Minimum price and Maximum price. The list updates as you type.
4. Select an order reference to open the order.
5. To download the orders you are looking at, select Export, then Excel (.xlsx) or CSV (.csv).
6. To download a single order line by line, open the order and select Export at the top of the page.

To clear a filter, empty the field or set Fulfilment Type back to All Fulfilment Types.

What you'll see

The list shows Order Reference, Customer, Order Date, Total Price, Notes, Fulfilment Type and Inbox, newest first. Select a customer name to open their record in eCommerce → Users. Use Previous and Next to move through the pages; the count above the table names the filters you have on, for example Showing 1–21 of 21 delivery orders or Showing 1–32 of 32 orders in your filtered range when a date or price is set.

Inbox shows where the order came from. Orders placed in your B2B Store show eCommerce; orders that arrived through an older ordering inbox show Legacy inbox followed by that inbox's number.

An open order shows:

• Order Summary - Order Reference, Order Date, Inbox, Fulfilment Type, Fulfilment Slot, Payment Reference, Payment Gateway, Delivery Address, and Order Notes when the customer left a note.
• Order Details - one row per product with Image, SKU, Product, Units, Price, Quantity, Notes and Line Total.
• Totals - Number of Lines, Number of Items and Total Price. Subtotal appears whenever a discount code was used or the price differs from the original, and a separate discount line appears when an amount was actually taken off, with the code and percentage in its label.
• Customer - Customer ID, ID, Name, Email, Phone and Username. Select the name to open their record, or the email or phone number to contact them.
• Customer Notice - only when that customer has a tailored checkout message; it is the same message they see at checkout.

A dash means the order does not carry that detail. Prices are shown in the currency the order was placed in.

The list export includes every order that matches your filters, not just the page you are looking at, so filter first and then export. The export on an open order always covers that one order.

If something goes wrong

• A filter looks set but the list has not changed: prices must be greater than zero and dates must be a complete day. A part-typed date, a zero or a negative price is ignored, so retype the value.
• No orders match your filters: clear Search by reference... and the price and date fields and try again. Created after and Created before both include the whole day you choose, and the price filters compare against the order total after any discount.
• No orders yet: no order has reached this store. Check your storefront is live and that the customer completed checkout.
• "No eCommerce store linked to this company.": your company has no store attached yet. Contact your onboarding manager.
• A customer name is missing: the list falls back to the customer's username, and shows a dash when there is nothing to show. Check the customer's record in eCommerce → Users.
• The export stops with a message about Excel's row limit: choose CSV (.csv) instead, or narrow the filters and export in smaller batches.
• "We couldn't export. Please try again.": try the download again. If it keeps failing, reduce the date range so there is less to prepare.
• "Order has no line items": the single-order export needs at least one product line. Use the list export for that order instead.
• "Order not found", or the order page says the page does not exist: the link points at an order that is not in this store. Go back to eCommerce → Orders and open it from the list.

For your ERP/IT team

Both exports are offered as Excel (.xlsx) or CSV (.csv); the CSV is UTF-8 and comma-separated.

The list export has one row per order, newest first, with these columns:

Reference, Order Date, Customer Name, Customer Email, Total Price, Original Price, Currency, Discount Code, Discount %, Discount Applied, Fulfilment Type, Fulfilment Slot Start, Fulfilment Slot End, Payment Reference, Payment Gateway, Delivery Address, Order Notes, Inbox.

The single-order export has one row per order line, ordered by SKU, with the order-level values repeated on every row:

ID, REFERENCE, CUSTOMER_ID, SUBMITTED, NOTES, LINE_NOTES, SKU, TITLE, UNITS, PRICE, QUANTITY, CURRENCY, SUBTOTAL_PRICE, DISCOUNT_CODE, DISCOUNT_PERCENTAGE, DISCOUNT_APPLIED, TOTAL_PRICE, FULFILMENT, PAYMENT_REFERENCE, PAYMENT_GATEWAY, FIRST_NAME, LAST_NAME, EMAIL, PHONE, USERNAME, FULFILMENT_SLOT_START, FULFILMENT_SLOT_END, DELIVERY_ADDRESS.

Notes on the values:

• In the CSV, order dates are full UTC timestamps. In the Excel file they are real date cells shown in your company's time zone.
• In the single-order export the fulfilment slot columns are wall-clock times with no time zone, so do not shift them. In the list export the same two columns are written as full timestamps, like the order date.
• The fulfilment column carries the stored value, normally DELIVERY or CLICK_COLLECT; it can be empty or UNKNOWN on older orders.
• SUBTOTAL_PRICE is the price before any discount and TOTAL_PRICE is what the customer owes; DISCOUNT_APPLIED is the amount taken off.
• CUSTOMER_ID is the customer account reference supplied by your own customer import, so it matches your back-office records.

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