Managing Orders
Learn how to view, fulfill, and manage orders, refunds, and the order lifecycle in the Deenruv admin panel
The Orders section of the Deenruv admin panel lets you manage the complete order lifecycle — from viewing new orders through fulfillment and handling any refunds or modifications.
The order lifecycle
Every order in Deenruv follows a well-defined state machine. Understanding these states is key to managing orders effectively:
| State | Description |
|---|---|
| Created | An active order in the customer's cart. The customer can still modify it. |
| ArrangingPayment | The customer has proceeded to checkout and is arranging payment. |
| PaymentAuthorized | Payment has been authorized but not yet settled. |
| PaymentSettled | Payment has been successfully settled (captured). |
| PartiallyShipped | Some order lines have been fulfilled and shipped. |
| Shipped | All order lines have been fulfilled and shipped. |
| PartiallyDelivered | Some fulfillments have been marked as delivered. |
| Delivered | All fulfillments have been delivered to the customer. |
| Modifying | An administrator is modifying the order (adding/removing items, adjusting prices). |
| ArrangingAdditionalPayment | Additional payment is required after an order modification. |
| Cancelled | The order has been cancelled. |
The order state machine is fully customizable. Your Deenruv instance may have additional custom states or transitions depending on your business requirements. See the developer guide on strategies for details.
Viewing orders
Navigate to Sales → Orders in the admin panel sidebar. The order list shows:
- Order code — a unique, human-readable identifier (e.g.,
T7HKGQR3) - Customer name and email
- State — the current order state with a color-coded badge
- Total — the order total including tax and shipping
- Date placed — when the customer completed checkout
You can filter orders by state, search by order code or customer name, and sort by date or total.
Order detail view
Click on an order to see its full details:
- Order lines — each item with quantity, unit price, and line total
- Shipping — the selected shipping method and cost
- Payments — payment method, status, and transaction details
- Customer — linked customer account and shipping/billing addresses
- History — a full timeline of order events (state changes, notes, modifications)
- Promotions — any applied coupon codes or automatic promotions
- Tax summary — breakdown of taxes applied to the order
Fulfilling orders
Fulfillment is the process of shipping order items to the customer.
Creating a fulfillment
- Open the order detail view for an order in the PaymentSettled state.
- Click the Fulfill button.
- Select which order lines (and quantities) to include in this fulfillment.
- Choose a Fulfillment handler — this determines how the fulfillment is processed (e.g., manual fulfillment, integration with a shipping provider).
- Optionally enter a Tracking code for the shipment.
- Click Fulfill to create the fulfillment.
The order will transition to PartiallyShipped if only some lines are fulfilled, or Shipped if all lines are fulfilled.
Partial fulfillments
Deenruv supports splitting an order into multiple fulfillments. This is useful when:
- Items ship from different warehouses
- Some items are backordered
- Items have different shipping requirements
Each fulfillment tracks its own state independently:
| Fulfillment State | Description |
|---|---|
| Pending | Fulfillment created, not yet handed to carrier |
| Shipped | Handed to carrier, in transit |
| Delivered | Successfully delivered to customer |
| Cancelled | Fulfillment was cancelled |
Refunds
When a customer requests a return or there is an issue with an order, you can issue a refund.
Issuing a refund
- Open the order detail view.
- Click the Refund button.
- Select the order lines and quantities to refund.
- Enter the refund amount — this is the total amount to be returned to the customer.
- Optionally add a reason for the refund.
- Click Refund to process.
The refund will be processed through the same payment method used for the original payment. The refund entity tracks its own state:
| Refund State | Description |
|---|---|
| Pending | Refund created, awaiting processing by payment provider |
| Settled | Refund successfully processed and funds returned |
| Failed | Refund processing failed |
The actual refund processing depends on your payment handler implementation. Some payment providers process refunds instantly, while others may take several business days.
Modifying orders
Administrators can modify orders after they have been placed. This is useful for correcting mistakes, applying manual discounts, or accommodating customer requests.
Making modifications
- Open the order detail view.
- Click Modify order to enter modification mode.
- You can:
- Add items — search for and add new product variants
- Remove items — reduce quantities or remove lines entirely
- Adjust prices — apply manual price overrides
- Add surcharges — add one-off fees or discounts
- Update shipping — change the shipping method
- Review the modification summary showing the price difference.
- If the modification results in an additional charge, the order enters the ArrangingAdditionalPayment state. If it results in a credit, a refund is automatically processed.
Every modification is recorded in the order history with a note describing what changed. This provides a full audit trail for order changes.
Cancelling orders
To cancel an order:
- Open the order detail view.
- Click Cancel order.
- Select which order lines to cancel (you can partially cancel).
- Choose a cancellation reason.
- Confirm the cancellation.
If payment has already been settled, a refund will need to be issued separately.
Order notes
You can add internal notes to any order for team communication:
- In the order detail view, scroll to the History section.
- Click Add note.
- Enter your note text.
- Choose whether the note should be visible to the customer (included in order history queries from the Shop API) or private (admin-only).
- Click Add note.