Process an order

From a new order to completed, covering confirm payment, move the order forward, refund, and cancel.

When a customer checks out, an order appears in Orders with status Pending. From there you confirm payment, move it forward through its statuses, and handle any refund.

Confirm payment

Each order shows a payment status in its own column (for example Pending, Captured, or Refunded) plus the payment provider used. For the full picture, open the order's ⋯ → Manage Payment. It shows the provider, amount, status, and refund history.

The order detail showing the customer, shipping address, order summary, and payment method

The total is not always what the customer was charged. If a gift card settled part of the order, the order summary shows a Gift card ····1234 line under the total and an Amount charged line below it. That last figure is what your payment provider actually took off their card, and it is the one to quote when a customer asks what they paid. The same lines appear on Print Order. See The order total is not always what the customer was charged.

Mark an order as paid (cash on delivery, bank transfer, card machine)

When money reaches you outside Brainerce, nothing tells the store the order was paid, so it sits on Pending and refuses to move to Shipped. Open the order's ⋯ → Mark as Paid to record the payment yourself.

Use it for cash on delivery, a bank transfer that landed in your account, a card machine in the shop, an invoice a business customer settled, or any payment Brainerce did not process.

Marking an order paid records a real payment against it, so the amount shows up in your revenue reports and the order can be shipped like any other. It does not charge the customer or move any money; it records money you have already received. Brainerce takes the order total as the amount paid; there is no way to record a partial payment.

On an order a gift card helped pay for, this records only what you actually collected. Brainerce subtracts what the card already covered and books the remainder, which is the Amount charged line on the order summary. On a 500 order that a 200 gift card helped pay for, it records 300, not 500, so your revenue figures match the money that reached you.

An order a gift card paid for in full needs no marking. The card already settled it, so there is nothing collected out of band and Brainerce records no payment against it. If such an order still shows as unpaid, that is worth reporting rather than working around.

This cannot be undone. There is no "mark as unpaid". If you mark the wrong order, issue a refund to reverse it.

The action only appears while an order is still unpaid. Once it is paid or refunded, it disappears from the menu.

Move the order forward

Set the order's Status from the dropdown on its row, typically Processing → Shipped → Delivered → Completed. An unpaid order will not go to Shipped or Completed. Record the payment first with ⋯ → Mark as Paid (see Mark an order as paid). There's no separate "fulfill items" or carrier/tracking step; see Order status and shipping for the full lifecycle and how to rename your statuses.

Refund an order

Open the order's ⋯ → Refund (or the Create Refund button in the order's items panel) to issue a full or partial refund, including selecting specific items, restocking inventory, and notifying the customer. Full details: Refund an order.

Cancel an order

To cancel, set the order's Status to Cancelled from the dropdown. This is only offered while the order can still be cancelled. Once it is Shipped, Delivered, Completed, Fulfilled, Partially refunded or Refunded, the option disappears. If the payment was already captured, issue the refund separately via ⋯ → Refund.

Other order tools

Create order. Build an order manually (e.g. for a phone order) with the Create Order button on the Orders page. Setting Financial status to Paid there records the payment at the same time, exactly as Mark as Paid would; leave it on Pending if you have not been paid yet.
Print. Open an order's summary and choose Print Order for a printable receipt.
Export. Select orders and choose Export to download them as CSV/Excel.
Order custom fields. Add your own fields to orders (a warehouse bin, PO number, gift note…) under the orders table's Settings → Order Settings → Custom Fields. Each becomes a column you can edit inline or from the order's summary. Fields can be text, long text, number, yes/no, dropdown, or date.

Get notified of new orders

Brainerce can email you when a new order comes in. Manage which emails you and your customers receive under Settings → Email. Turn on the notifications you want, such as New order. See Customize email templates.