Order status
You can use order status within ShopWired to track the progress of your orders, ensuring you can manage where they are in the fulfilment and management process. Orders are assigned a status when they are created, and you can change the status of an order as it progresses through different stages such as preparing for shipment, shipped, delivered and complete.
When you change an order's status, you can select to send the customer an email informing them of the status change and any additional relevant information. For example, when changing an order's status to shipped, the order status email sent to the customer can contain tracking information and delivery timescales.
Your ShopWired account is created with pre-configured order statuses which you can add to or customise depending on your own order management processes.
Configuring and managing order status
Configuring and managing order status
To manage your ShopWired account's order status:
- Navigate to Orders > Order status
- Existing order statuses are displayed in a table for you to manage and customise
- Use the Status name setting to customise the name of the status
- Use the Colour setting to customise the order status colour (described below)
- Use the
edit emailsoption to customise the contents of the order status email
- To delete an order status, clear the name from the setting and select to save changes
- You cannot delete an order status that is assigned to orders
- Once an order status is deleted, it cannot be recovered
To add a new order status, select the create status option and configure the status using the Order status name setting. Once you have created a new order status, it will appear in the order status table where you can use the edit emails option to edit the email content and configure its colour.
Order status colours
Order status colours
Order status colours are used on the orders page within your ShopWired account where orders are displayed in a table.
Order status colours help to more easily identify orders with a specific status, particularly when looking at a lot of orders.
When configuring order status colours, ShopWired recommends selecting colours that align with the different stages for an order (for example, select a red colour to note that something important still needs to happen with an order).
Default order status
Default order status
ShopWired has its own categorisation for orders that have specific states.
These states are known as default order statuses. When the state of an order is changed by ShopWired, its actual order status will be determined by the order status you have matched to the corresponding default order status. This system allows for flexibility in managing and tracking the progression of orders according to your own business processes and terminology whilst allowing ShopWired to retain visibility on an order's state.
You cannot customise the default order statuses.
Mapping order status to default order status
Mapping order status to default order status
For each of ShopWired's default order statuses, you must match one of your custom order statuses using the Default order status section of the order status page.
| Default order status | Definition |
|---|---|
| Paid Orders | Used for orders completed through a payment gateway on your website. Used for orders created through your ShopWired account where you indicate the order as paid |
| Unpaid Orders | Used for orders completed through the offline payment method on your website or for orders created through your ShopWired account where you indicate the order as unpaid. It is not used for abandoned/incomplete orders |
| Cancelled Orders | Used for orders that are cancelled when the products in the order are edited |
| Shipped Orders | Used with some third-party integrations such as eBay to denote when an order has been shipped |
| Completed Orders | Used with the Feefo app to denote when an order should be sent to Feefo |
| Pre-orders | Used for orders that contain at least one pre-order product, irrespective of the payment method |
| Unpaid | Used for incomplete orders (i.e. abandoned by the customer). This is not displayed on the order status page and cannot be customised. All incomplete orders are automatically given a status of unpaid |
Order status emails
Order status emails
Each order status has its own email that can be sent to the customer when you change the status of their order.
You can use the edit emails option for each status on the order status page to customise the contents of the email.
Each order status email has both a . You must customise each version. The version received by the customer will depend on their email software; however, most customers will receive the HTML version.
To disable HTML emails and only send plain text versions (which are easier to customise), deselect the enable HTML for order status emails option.
All order status emails have access to the so they can return any information about the order, including any custom field data.
Previewing emails
Use the preview email option to check an email once you have customised it. will be used to generate the preview.
Order status email addresses
Order status email addresses
Order status emails are sent to the customer's billing email address and are sent from the email address configured on the email addresses page.
When selecting to set different email addresses for each email, using the Configure separate email addresses for each transactional email setting, each order status will appear in the table where you can edit the Sender email address, CC email address and BCC email address settings. You can enter multiple email addresses in the CC and BCC settings, separating each with a comma.
You do not need to configure each order status email separately. The Order Status Changed email settings serve as a "fall-back" in case you haven't configured any order status email specifically.
You can select to receive a copy of emails by adding your email address as either a CC or BCC on order status emails.
Customising the contents of an order status email before it's sent
Customising the contents of an order status email before it's sent
When you select to send an order status email to a customer, you can customise the contents of the email before it is sent. This allows you to add specific information about an order/customer that isn't stored on the order data.
To enable the feature:
- Navigate to Orders > Order settings
- Locate the Order emails section
- Select
yesfor the Customise order status emails before they are sent to the customer setting
When changing the status of an order and selecting to send an order status email, you'll be able to customise the contents before the email is sent using the options provided.
