Handling web orders
Find and follow up orders in the admin panel – the order list, filters, order statuses, the order page, printing, notes and e-mails to the customer.
All orders – from the webshop, subscriptions and the till – are collected under «Salg» (Sales) → «Ordrer» (Orders). Here you can see what was ordered, whether the payment is reserved or captured, and what needs to happen next. This article shows how to find your way around and what you can do with an order.
Before you start
Order permissions are split into four in your role:
- «Se ordreliste og detaljer» (View order list and details)
- «Oppdatere status, oppfylle, legge til notater» (Update status, fulfil, add notes)
- «Utstede refusjoner» (Issue refunds)
- «Skrive ut ordrer og pakksedler» (Print orders and packing slips)
See Users, roles and permissions.
The order list
Go to «Salg» → «Ordrer». The list shows, among other things, «Referanse» (Reference), «Status», «Etiketter» (Tags), «Kunde» (Customer), «Kanal» (Channel), «Totalt» (Total) and «Bestilt» (Ordered). The channel shows whether the order comes from «Nettbutikk» (Webshop) or «Kasse (POS)».
Use the filters to find the right orders:
- «Status» – for example all orders with «Betaling reservert» (Payment reserved).
- «Bestilt fra» and «Bestilt til» (Ordered from / to) – a date range.
- «Etikett» (Tag) – your own tags on the orders.
Order statuses
| Status | What it means |
|---|---|
| «Venter på betaling» (Awaiting payment) | The order has been created, but payment is not complete (for example manual payment or a pending Vipps payment). |
| «Betaling reservert» (Payment reserved) | The amount is reserved on the customer's card or in Vipps, but not captured yet. |
| «Betalt» (Paid) | The payment has been captured. |
| «Behandles» (Processing) | You have started preparing the order. |
| «Sendt» (Shipped) | The order has been sent to the customer. |
| «Levert» (Delivered) | The order has been delivered. |
| «Fullført» (Completed) | The order is done. |
| «Delvis refundert» / «Refundert» (Partially refunded / Refunded) | All or part of the amount has been paid back. |
| «Kansellert» (Cancelled) | The order has been cancelled. |
| «Betaling feilet» (Payment failed) | The payment did not go through. |
| «Fornyet (betalt)» (Renewed, paid) | A paid subscription renewal. |
The order page
Click an order to open it. At the top right you will find the buttons for the natural next step – for example «Fullfør ordre» (Complete order) or «Marker som sendt» (Mark as shipped) – and «Endre status» (Change status) for other allowed statuses. Buttons that do not fit the order's status are not shown. See Capturing payment and fulfilling the order.
The page also shows:
- «Ordrelinjer» (Order lines) with quantity, price and VAT per line.
- «Totaler» (Totals) and «Betalinger» (Payments) – what has been reserved, captured and refunded.
- «Salgsdokumenter» (Sales documents) – receipts and credit notes issued for the order.
- «Sendte e-poster» (Sent e-mails) – the e-mails the customer has received. «Send på nytt» (Send again) resends an e-mail, and «Send e-post» (Send e-mail) sends one manually.
- «Statushistorikk» (Status history) and «Aktivitetslogg» (Activity log) – what has happened to the order, and who did it.
- «Kunde», «Leveringsadresse» and «Fakturaadresse» (Customer, delivery address, billing address) – with «Rediger» (Edit) if something needs correcting.
- «Notater» (Notes) – internal notes about the order.
Printing and downloading
- «Skriv ut» (Print) → «Skriv ut ordre» (Print order) or «Skriv ut pakkseddel» (Print packing slip).
- «Last ned PDF» (Download PDF) downloads the order as a PDF.
Completing many orders at once
In the order list you can select several orders and choose «Fullfør valgte» (Complete selected). Reserved amounts are captured and the orders are set to «Fullført». Till sales, pickup orders and orders awaiting payment are skipped.
Good to know
- Till sales appear in the order list, but are corrected at the till with a return – not from the order page. That way they get a return receipt and are recorded in the till's journal. See Returns and refunds.
- Pickup orders (click and collect) are completed when the customer collects the goods in the shop. See Web orders at the till.
- The customer is notified by e-mail when the status changes. You choose which e-mails are sent under «Innstillinger» (Settings) → «Bedrift» (Company) → «Varslinger» (Notifications).
Frequently asked questions
Why can't I see the «Marker som sendt» button?
The button only appears when the order can be shipped. Digital orders and orders awaiting payment get «Fullfør ordre» or «Betalt og fullfør» (Paid and complete) instead.
Can I delete an order?
No. Orders are accounting records and cannot be deleted. Use «Kanseller» (Cancel) or a refund instead.