# Orders

> Find any order from your stores or the Cevoid API, and open it to see its items, amounts, loyalty points, and review status.

Breadcrumb: Orders and products › Orders · Updated: 2026-10-17
Docs index: https://docs.cevoid.com/llms.txt

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](https://app.cevoid.com/orders) to see your orders.

## How orders reach the Orders page

Orders come from order sync, which you set up in [Settings → Orders](https://app.cevoid.com/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](https://docs.cevoid.com/orders-products/order-settings.md). Every order with an email address also creates or updates the customer's [profile](https://docs.cevoid.com/profiles.md). Until the first order arrives, the page shows _No orders yet_.

## The orders list

[Orders](https://app.cevoid.com/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](https://docs.cevoid.com/orders-products/orders#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](https://docs.cevoid.com/orders-products/orders#order-statuses) | Yes |
| _Fulfillment status_ | Whether the order is fulfilled, delivered, or canceled: see [Order statuses](https://docs.cevoid.com/orders-products/orders#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](https://docs.cevoid.com/localization/products-markets.md) the order belongs to | No |
| _Email_ | 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](https://app.cevoid.com/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

1. Navigate to [Orders](https://app.cevoid.com/orders)
2. Click **Columns** next to the search
3. Click a column's name to show or hide it
4. 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](https://docs.cevoid.com/orders-products/order-settings.md#enable-delivery-events-on-shopify).

## Open an order

1. Navigate to [Orders](https://app.cevoid.com/orders)
2. 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](https://docs.cevoid.com/orders-products/orders#orders-on-a-profile)
- An order number in a profile's **Activity** tab
- The _Order_ row in a delivery's details, in [Outbox](https://docs.cevoid.com/flows/outbox.md#open-a-deliverys-details) and [Reviews → Requests](https://app.cevoid.com/reviews/requests)
- The _Subject_ row of a [flow run](https://docs.cevoid.com/flows/flow-runs.md#open-a-run)
- The order in a review's [activity timeline](https://docs.cevoid.com/reviews/manage/review-details.md#the-review-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](https://docs.cevoid.com/loyalty/rewards/purchase-incentives.md), _Summary_ also shows the points for each part of the order, _Excluded_ for the parts your [purchase settings](https://docs.cevoid.com/loyalty/rewards/purchase-incentives.md#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](https://docs.cevoid.com/reviews/collect/request-tracking.md#review-status-on-an-orders-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.

1. Navigate to [Profiles](https://app.cevoid.com/profiles)
2. Open the profile
3. 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](https://docs.cevoid.com/loyalty/rewards/purchase-incentives.md#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](https://docs.cevoid.com/reviews/collect/review-requests.md#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](https://app.cevoid.com/settings/orders). See [Check order sync for stores and markets](https://docs.cevoid.com/orders-products/order-settings.md#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](https://docs.cevoid.com/orders-products/order-settings.md#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.

## Related articles

- [Order settings](https://docs.cevoid.com/orders-products/order-settings.md)
- [Request tracking](https://docs.cevoid.com/reviews/collect/request-tracking.md)
- [Purchase incentives](https://docs.cevoid.com/loyalty/rewards/purchase-incentives.md)
- [Profiles](https://docs.cevoid.com/profiles.md)

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Canonical: https://docs.cevoid.com/orders-products/orders