Help CenterSales

Orders

Find an order and check its status

Search for an order and review its items, payments, fulfillment, refunds, and activity.

Before you start

  • Dashboard → Sales → Orders
  • Your account needs permission to view transactions. Updating orders, issuing refunds, editing tracking, and changing order settings require the corresponding permissions.

What success looks like

  • The order detail shows its current payment, fulfillment, and refund status, with recorded changes in Activity.

Quick start

The shortest path through this area.

  1. 1Open Orders and select the relevant queue: Needs Fulfillment, Ready to Ship, Pickup Orders, Completed, or POS Trade-Ins.
  2. 2Search by order number, transaction ID, or item name. Check the queue and other pages if the order does not appear.
  3. 3Open the order. In Summary, review its source, customer, items, Financials, Payments, and Notes.
  4. 4Check the fulfillment section for picked items, shipments, pickup status, or a release-date hold.
  5. 5Open Activity to see changes made to the order. You can also follow an order link from Inventory activity to open an order that is not on the current list page.
  6. 6To change the summary period, select Today, This Week, This Month, or This Year. These totals are separate from the orders in the current queue.

How this area works

Reference information for the choices on this page.

Important details
  • Refund in progress means the refund is not yet complete. Partially refunded, Refunded, and Disputed describe different payment outcomes; open the order for details.
  • POS Trade-Ins includes card purchases and transactions that combine a sale with a trade-in. The Trade-In amount is the value of the cards received, which may differ from the final payment or payout.

Troubleshooting

Choose the symptom that matches what you see.

The order is not in this queue

Check whether the order is waiting for fulfillment, shipping, or pickup, or is already completed. Browse the relevant queue’s pages. If a direct link fails, keep the load error and check your permission to view transactions.

The total differs from a trade-in payout

Inspect sale total, trade-in subtotal, and net amount separately in a mixed transaction.

Continue with a related guide

OrdersFulfill selected items or confirm marketplace cards pulledRefund an order

Still stuck?

Open a support ticket. We’ll include this guide so you only need to explain what happened and where you got stuck.

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