> ## Documentation Index
> Fetch the complete documentation index at: https://docs.glowply.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders

> Orders are the purchases customers make in your Store. Learn how to view orders and their statuses, open an order, update its status, fulfill it, issue a refund, and add order notes.

An **order** is created every time a customer checks out in your **Store**. Each order records what was bought, who bought it, where it ships, and how much was paid. This page shows you how to find your orders, read their statuses, work through a sale from start to finish, refund a customer, and keep private notes on an order.

You'll find orders in your **site dashboard** under **Store (المتجر) → Orders (الطلبات)**. This is different from your **account portal**, which is only for billing Glowply itself.

<Info>
  Not sure how to open your site dashboard? Sign in to your **account portal** and click **Glowply dashboard** on your site card — it opens in a new tab. See [Site dashboard overview](/en/site/dashboard-overview). Your orders live in the **site dashboard**, not the account portal.
</Info>

## The Orders list

Open **Store → Orders** to see every purchase in one list, with the newest at the top. Each row gives you the essentials at a glance:

* The **order number** and the **date** it was placed.
* The **customer's** name.
* The **status** (for example *processing* or *completed*).
* The **total** amount, in Egyptian pounds (EGP, ج.م).

From the list you can:

* **Search** for an order by number, customer name, or email.
* **Filter** by status to focus on, say, only the orders you still need to ship.
* **Open** an order to see its full details.

<Tip>
  New orders also appear on your **dashboard home** so you can act on them quickly. See [Site dashboard overview](/en/site/dashboard-overview).
</Tip>

## Order statuses

A status tells you where an order is in its journey, from the moment a customer pays to the moment it's complete. As you handle an order, you move it from one status to the next.

| Status         | Arabic       | What it means                                                                             |
| -------------- | ------------ | ----------------------------------------------------------------------------------------- |
| **Pending**    | قيد الانتظار | The order was placed but payment isn't confirmed yet. Nothing to fulfill until it's paid. |
| **Processing** | قيد التنفيذ  | Payment received. This is your cue to prepare the order and ship it.                      |
| **Completed**  | مكتمل        | The order is fully fulfilled and delivered — nothing more to do.                          |
| **Cancelled**  | ملغي         | The order was stopped — by you or the customer — and won't be fulfilled.                  |
| **Refunded**   | مُسترَد      | You returned the customer's money, in full or in part.                                    |
| **On hold**    | معلّق        | The order is paused while you wait for something, such as a manual payment to clear.      |

<Note>
  Most online sales move along the same path: **pending → processing → completed**. You'll spend most of your time turning **processing** orders into **completed** ones as you ship them.
</Note>

<Warning>
  A **cancelled** or **refunded** order can't simply be reversed back to processing. If you cancel or refund by mistake, the cleanest fix is to ask the customer to place the order again. Change status carefully.
</Warning>

## Open an order

Click any order in the list to open its full detail page. Everything about that sale is on one screen:

* **Items** — the products ordered, with the quantity and price of each, and the order **total**.
* **Customer** — their name, email, and phone number.
* **Shipping address** — where the order is being sent.
* **Billing details** — the customer's billing name and address, and how they paid.
* **Status** — the current status, which you can change from here.
* **Order notes** — a running log of activity and any notes you add (see [Add order notes](#add-order-notes)).

<Tip>
  Read the whole order before you start preparing it. Check the quantities, confirm the shipping address, and note anything the customer wrote so the package matches what they expect.
</Tip>

## Process an order

Here's the everyday flow for handling a new sale, from the order arriving to the customer receiving it. Use the order's detail page for each step.

<Steps>
  <Step title="Open the new order">
    In your site dashboard, go to **Store → Orders** and open the order you want to work on. New orders usually arrive as **processing** once payment is confirmed.
  </Step>

  <Step title="Check the details">
    Review the **items** and quantities, confirm the **shipping address**, and read any note the customer left. Make sure you have everything in stock before you start.
  </Step>

  <Step title="Prepare and pack the order">
    Gather the items, pack them, and get the parcel ready to send. If you arrange your own courier or delivery, book it now.
  </Step>

  <Step title="Update the status as you go">
    Keep the status accurate so you always know what's outstanding. Leave it on **processing** while you prepare it, then move it to **completed** once it's shipped or delivered. See [Update an order's status](#update-an-orders-status).
  </Step>

  <Step title="Add a note if needed">
    Record anything useful — a tracking number, the courier, or a customer request — as an **order note** so you have a record. See [Add order notes](#add-order-notes).
  </Step>

  <Step title="Mark it completed">
    When the order is delivered (or on its way and nothing is left to do), set its status to **completed**. It moves out of your active queue.
  </Step>
</Steps>

<Check>
  After you mark an order **completed**, go back to **Store → Orders** and confirm it shows the new status. Anything still on **processing** is work you haven't finished yet.
</Check>

## Update an order's status

You change a status from inside the order. Open the order, choose the new **status**, and save.

* Move an order to **processing** once you're ready to fulfill it.
* Set it to **completed** when it's shipped or delivered and nothing is left to do.
* Use **on hold** to pause an order while you wait — for example, for a manual payment to clear — then move it forward when you're ready.
* Use **cancelled** for an order that won't go ahead, such as one the customer no longer wants.

<Note>
  Changing a status can notify the customer by email, so they're kept in the loop as their order progresses. Keep statuses up to date and your customers always know where their order stands.
</Note>

## Fulfill an order

**Fulfilling** an order simply means preparing the items and getting them to the customer. Glowply doesn't ship for you — you pack and send the order yourself (or through your own courier) — and you use the order's **status** to track that work.

A typical fulfillment looks like this:

<Steps>
  <Step title="Confirm it's paid">
    Make sure the order is **processing**, which means payment is in. Don't ship a **pending** order until its payment is confirmed.
  </Step>

  <Step title="Pack the items">
    Prepare exactly what's on the order, double-checking quantities and any options the customer chose (like size or color).
  </Step>

  <Step title="Send it and record the details">
    Hand the parcel to your courier, then add an **order note** with the tracking number or delivery details for your own record.
  </Step>

  <Step title="Mark it completed">
    Set the order to **completed** so it leaves your active queue and the customer is notified that it's done.
  </Step>
</Steps>

<Tip>
  Adding the tracking number as an order note keeps a tidy history on each sale, so you can answer "where's my order?" questions in seconds.
</Tip>

## Refund an order

If you need to return a customer's money — for a return, a cancellation, or a problem with the order — you can issue a refund from the order itself.

<Steps>
  <Step title="Open the order">
    In **Store → Orders**, open the order you need to refund.
  </Step>

  <Step title="Choose to refund it">
    Start a **refund** on the order. You can refund the **full amount** or enter a **partial amount** — for example, refunding one item out of several, or covering a shipping issue.
  </Step>

  <Step title="Confirm the refund">
    Review the amount and confirm. The order's status updates to **refunded** (or **partially refunded** if you returned only part of the total).
  </Step>

  <Step title="Let the customer know">
    Add an **order note** explaining the refund, and message the customer so they know it's on the way.
  </Step>
</Steps>

<Warning>
  A refund returns money to the customer and can't be undone from the order. Double-check the amount before you confirm. The time it takes to appear on the customer's card or wallet depends on their bank.
</Warning>

<Note>
  Refunds here return money for a **customer's purchase in your Store** — they're separate from your Glowply **Wallet** and **Subscription**, which are about paying Glowply. For billing questions, see [Wallet & top-ups](/en/account/wallet).
</Note>

## Add order notes

**Order notes** are a running log attached to each order. Some notes are added automatically as the order changes status; you can also add your own at any time. Notes are a great place to keep a tracking number, a reminder, or a record of what you told the customer.

There are two kinds of note:

<CardGroup cols={2}>
  <Card title="Private note" icon="lock">
    Only you and your team see it. Use private notes for internal reminders — a tracking number, stock to follow up on, or a packing instruction.
  </Card>

  <Card title="Note to customer" icon="envelope">
    Shared with the customer (they're notified). Use these to send an update, such as confirming dispatch or explaining a delay.
  </Card>
</CardGroup>

To add one, open the order, type your note in the **order notes** area, choose whether it's **private** or **to the customer**, and add it. It appears in the order's history with the date and time.

<Tip>
  Keep a short note on every order you ship — the courier and tracking number at minimum. Future you will thank you when a customer asks about their delivery.
</Tip>

## Common questions

<AccordionGroup>
  <Accordion title="A new order is stuck on pending — what do I do?">
    **Pending** means payment hasn't been confirmed yet. Often the customer started checkout but didn't finish paying. Wait a little, and if it stays pending the customer may simply need to order again. Don't ship a pending order until it moves to **processing**.
  </Accordion>

  <Accordion title="What's the difference between cancelled and refunded?">
    **Cancelled** stops an order that won't go ahead — useful before any money needs to move or for an unpaid order. **Refunded** means you've returned money the customer already paid. If a paid customer cancels, you'll usually **refund** them.
  </Accordion>

  <Accordion title="Can I refund only part of an order?">
    Yes. When you start a refund you can enter a **partial amount** instead of the full total — for example, refunding a single item or a shipping charge while keeping the rest of the order. The status then shows the order as partially refunded.
  </Accordion>

  <Accordion title="Will the customer be told when I change the status?">
    In most cases, yes — moving an order to **processing**, **completed**, or **refunded** can send the customer an email update. That's why it's worth keeping statuses accurate: it keeps customers informed without extra work from you.
  </Accordion>

  <Accordion title="Does Glowply ship orders for me?">
    No. You prepare and send each order yourself (or through your own courier). Glowply gives you the order details and the statuses to track fulfillment, but the packing and delivery are up to you.
  </Accordion>

  <Accordion title="Where do I see who bought from me?">
    Each order shows the customer's details, and every buyer is also collected under **Customers** with their order history. See [Customers](/en/store/customers).
  </Accordion>
</AccordionGroup>

## Where to go next

<CardGroup cols={2}>
  <Card title="Customers" icon="users" href="/en/store/customers">
    See who buys from you, with their contact details and full order history.
  </Card>

  <Card title="Products" icon="box" href="/en/store/products">
    Add items, set prices and stock, and create options like size and color.
  </Card>

  <Card title="Coupons" icon="ticket" href="/en/store/coupons">
    Create discount codes customers enter at checkout to drive more sales.
  </Card>

  <Card title="Store analytics" icon="chart-line" href="/en/store/store-analytics">
    Track revenue, orders, and best sellers over time.
  </Card>

  <Card title="Store overview" icon="store" href="/en/store/store-overview">
    See everything you can do in your **Store** and the everyday seller flow.
  </Card>

  <Card title="Back to your dashboard" icon="gauge" href="/en/site/dashboard-overview">
    Return to your site dashboard home and its setup checklist.
  </Card>
</CardGroup>

<Info>
  Need a hand with an order? Reach our team by live chat, WhatsApp, or email at **[support@myglowply.com](mailto:support@myglowply.com)**. See [Contact support](/en/contact-support).
</Info>