Orders
Find any order from your stores or the Cevoid API, and open it to see its items, amounts, loyalty points, and review status.
The Orders page lists every order Cevoid has from your connected stores and from your own system through the Cevoid API. Open an order to see what the customer bought and paid, the points it earned in your loyalty program, and where each product's review stands.
Navigate to Orders to see your orders.
How orders reach the Orders page
Orders come from order sync, which you set up in Settings → Orders. Click Settings in the upper right corner of the Orders page to open it.
- Shopify and WooCommerce: orders sync once Sync orders is on. New workspaces start with it off.
- Other platforms and headless setups: your own system sends each order to the Cevoid API
- Orders placed before order sync started: import them as order history
For each of these, see Order settings. Every order with an email address also creates or updates the customer's profile. Until the first order arrives, the page shows No orders yet.
The orders list
Orders shows one row per order, newest first. Order, Total, and Date always show. You choose which of the other columns show: see Choose columns.
| Column | What it shows | Shown by default |
|---|---|---|
| Order | The order number, or the order's ID in your store when it has no number | Always |
| Customer | The customer's profile name, or No profile | Yes |
| Items | The number of items ordered | Yes |
| Total | The order total, in the order's currency | Always |
| Payment status | Whether the order is paid or refunded: see Order statuses | Yes |
| Fulfillment status | Whether the order is fulfilled, delivered, or canceled: see Order statuses | Yes |
| Date | When the order was placed | Always |
| Review eligibility | How many products on the order can be reviewed (2 eligible), how many aren't matched to your product catalog (1 unresolved), or Excluded when no product can be reviewed | No |
| Source | Where the order came from, such as Shopify, WooCommerce, or Public API | No |
| Store | The domain of the store the order was placed on | No |
| Market | The market the order belongs to | No |
| The customer's email address on the order | No | |
| Discount | The discount on the order | No |
| Refunded | The amount refunded | No |
| Import type | Live sync for orders that arrived as they were placed, History import for imported order history | No |
Search and filter orders
The search on Orders finds an order by its full order number, with or without #, by its external ID, or by the customer's full email address.
Below the search, Payment status and Fulfillment status filter the list, and Filter adds a Date or Market filter. Click Clear to remove every filter.
| Filter | Shows orders |
|---|---|
| Payment status | With the statuses you select: Pending, Paid, Partially refunded, or Refunded |
| Fulfillment status | With the statuses you select: Unfulfilled, Partially fulfilled, Fulfilled, or Delivered |
| Date | Placed in the date range you select |
| Market | From the markets you select |
Choose columns
- Navigate to Orders
- Click Columns next to the search
- Click a column's name to show or hide it
- Optional: Click Set as default to show these columns to everyone in your workspace. Reset to default goes back to the saved columns.
Order statuses
Each order has a payment status and a fulfillment status. Order sync updates both when the order changes in your store.
| Payment status | What it means |
|---|---|
| Pending | The order isn't marked as paid |
| Paid | The order is paid |
| Partially refunded | Part of the order was refunded |
| Refunded | The whole order was refunded |
| Fulfillment status | What it means |
|---|---|
| Unfulfilled | No item is fulfilled yet |
| Partially fulfilled | Some items are fulfilled |
| Fulfilled | Every item is fulfilled, or a WooCommerce order's status is Completed |
| Delivered | Every item was reported delivered, which never happens for WooCommerce orders |
| Canceled | The order was canceled, or a WooCommerce order is Cancelled, Failed, or in the trash |
On Shopify, the carrier reports deliveries, and the store needs delivery events: see Enable delivery events on Shopify.
Open an order
- Navigate to Orders
- Click the order's row. The order opens.
To go to the previous or next order, click the arrows at the top of the order, or press the left and right arrow keys. The arrows follow the list you opened the order from, with its search and filters, and show the order's place in it, such as 3 of 120.
Other pages open an order too:
- A profile's Orders tab: see Orders on a profile
- An order number in a profile's Activity tab
- The Order row in a delivery's details, in Outbox and Reviews → Requests
- The Subject row of a flow run
- The order in a review's activity timeline
What an order shows
The top of an order shows the customer and the Order date. Click the customer's name to open their profile. The profile's Waiting list or Archived status shows under the name when it applies. An order without a profile shows Customer and the order's email address.
Below, the Order card shows the order number and its fulfillment status. Open order opens the order in your Shopify admin or in WooCommerce.
| Part | What it shows |
|---|---|
| Currency | The order's currency |
| Market | The market the order belongs to |
| Website | The domain of the store the order came from |
| External ID | The order's ID in your store or your own system |
| Point conversion | How many points each unit of the order's currency earned, when the order earned loyalty points |
| Summary | Subtotal, Discount, Shipping, Tax, Refunded when part of the order was refunded, and Total |
| Items | Each product with its image, name, SKU or product ID, quantity, and amount |
When the order earned points from a purchase incentive, Summary also shows the points for each part of the order, Excluded for the parts your purchase settings don't count, the tier multiplier, and the points taken back for refunds.
Cevoid matches each item to a product in your product catalog. An item it can't match shows Product needs matching.
Items can also show a review status badge, with the review's star rating when the customer reviewed the product. ... next to an item holds View review, which opens the customer's review of the product, and Send review request. For what each badge means and the steps to send a request, see Review status on an order's items.
Orders on a profile
A profile's Orders tab lists that customer's orders in the same table as the Orders page, with the same search, filters, and columns.
- Navigate to Profiles
- Open the profile
- Click Orders. A profile without orders shows No orders for this profile.
Refunds, cancellations, and deleted orders
Order sync keeps each order up to date when it changes in your store. Orders sent through the API change when your system updates or deletes them.
- Refunds: Payment status changes to Partially refunded or Refunded, the Refunded column shows the amount, and the order's Summary gets a Refunded row. Your loyalty program takes back the points for the refunded amount: see Returns.
- Cancellations: Fulfillment status changes to Canceled
- Deleted orders: an order deleted in Shopify is removed from the Orders page
Cevoid sends no review request email for a canceled or fully refunded order. Requests through Klaviyo, Voyado, or a webhook aren't checked: see Who gets a review request.
Troubleshooting
Why isn't an order on the Orders page?
- Order sync: check that Sync orders is on and that the store shows Enabled in Settings → Orders. See Check order sync for stores and markets.
- The order's date: live sync brings in orders placed after it started. To bring in earlier orders, see Import order history.
- The search: search needs the full order number, external ID, or email address
Why isn't an order linked to a profile?
Cevoid creates or updates a profile from the order's email address, so an order without one shows No profile in the Customer column.