Open and fulfil an order

Confirm the payment, pack the items into one or more parcels, and mark each parcel on its way. Every step tells the customer.

Available on every plan · Updated 12 September 2026

Also asked as: “how to fulfil an order” · “mark an order as paid” · “customer sent a bank transfer” · “add tracking number” · “mark as shipped” · “ready for pickup”

An order arrives, you confirm you have the money, you pack it, and you hand it over. This page follows one from the bell to the last parcel.

1. Open it

A new order from your storefront appears in the bell at the top of the dashboard as New order with its number, and opens the order when you choose it. Otherwise open Orders and pick the row.

The order page is the items, what is packed, the timeline, and on the right the payment, the totals and the customer. The two chips under the title say where it stands, and the buttons beside them are what you can do about it now.

An order open, showing its two status chips, the items and the payment card

Actions holds everything else: Cancel order, Archive order, Returns, Invoice or receipt, Notes and Print order. Something you cannot do right now stays in the menu, greyed out, with the reason beside it.

2. Confirm the payment

What you do depends on how the customer paid.

  • Card or transfer through a payment provider: the order arrives Paid. There is nothing to do.
  • Bank transfer straight to your account: the order arrives Unpaid, and turns Awaiting confirmation as soon as the customer uploads their receipt. The receipt shows on the payment card, so you can read it against your bank without leaving the page.
  • Pay on delivery: the order stays Unpaid until the goods change hands, and the card reads Pay on delivery (or Pay on pickup for a collection). Mark it paid when you have the money.
The payment card on a bank transfer, with the customer's receipt on it

Choose Mark as paid. On a transfer the dialog shows you the receipt and fills in the reference the customer gave, so confirming never throws away what they sent. Change the reference only if your statement says something different, then choose Mark as paid.

The Mark as paid dialog, showing the receipt and the transfer reference

An unpaid order that was meant to be paid through a provider also offers a payment link you can copy or email, for a customer who closed the payment window.

3. Pack it

Choose Fulfil items, or Prepare for pickup on a collection. In the dialog:

  • Fulfill from Location is where the goods are leaving from, filled in for you from where the stock for this order is reserved. Each branch shows what it has, and the branch holding this order's stock is marked reserved. It only appears if you have more than one location.
  • Fulfilment status is how far this parcel already is: Preparing (packed, not gone), Shipped or Ready for pickup, or Delivered or Picked up if the customer already has it.
  • Items to Fulfill starts with everything ticked at full quantity. Untick a line or lower a number to send part of the order now and the rest later.
  • Carrier, Tracking Number and Tracking URL are yours to type; the customer gets them. They do not appear on a collection, where there is nothing to track.
  • Notes are internal.
The Fulfil items dialog, with the branch, the stage and the items to pack

Choose Fulfil items. Stock leaves your count at this point, and the customer is emailed that you are preparing their order. On an order nobody has paid for yet, this is also the moment you accept it.

4. Move each parcel along

An order can hold several parcels. Each one has its own row, its own stage and one button for its next step: Mark as shipped, then Mark as delivered; or for a collection Mark as ready for pickup, then Mark as picked up. The button always names the state it produces, so what it says is what will be true afterwards. Each step emails the customer.

A parcel ready for collection, with Mark as picked up on its row

A parcel's own menu offers Print packing slip, its tracking and notes, and Cancel fulfilment, which puts the stock back.

The order is only as far along as the parcel furthest behind, and the summary counts what has actually reached the customer, not what is packed. An order reads Fulfilled when everything has arrived.

If it does not work

  • A customer says they paid and the order still reads Unpaid: for a provider payment we keep checking and it settles when they confirm it. For a bank transfer, ask them to upload their receipt, or mark it paid yourself once you see the money.
  • Fulfil items will not save: a branch has to be chosen when you have more than one. If the branch you picked holds less stock than the order needs, the dialog says so before you commit.
  • The branch shows nothing available: a product you do not track stock for has no count anywhere, and can still be fulfilled.
  • The parcel's next step is missing: the header starts work; advancing a parcel that already exists belongs to that parcel's own row, further down the page.
  • You fulfilled the wrong thing: cancel that parcel from its menu. The stock goes back and the order returns to unfulfilled.

Email support@shoponent.com with the order number if anything here does not match what you see. We read and answer every message.

Still stuck?

Email support@shoponent.com with your store name. We read and answer every message.

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