Order Detail: Status, Cancellation & Fulfilment Handoff

Everything on the single-order screen — what was ordered, customer and payment details, updating status, cancelling an order, and handing off to a shipment.

Click any row on the Orders list to open the Order Detail screen for that order. This is where you review what was bought and take every action available on that order.

The order timeline

A connector-line timeline runs down the order detail screen, one node per milestone, each dot filled green once that milestone is reached:

This same timeline renders identically on both the classic and newer dashboard skins.

What was ordered

The Items panel lists every product in the order — name, photo, chosen size or variant, unit price, quantity, and line total. In a marketplace, items are grouped by vendor so it's clear which seller fulfils which portion. A line sold by unit shows its quantity with the unit, for example "2.5 kg"; a line sold in pieces shows the bare number. The same quantity text appears on the printed Packing slip, in the refund dialog's item list, in the refund drawer's item rows (written as "· ×2.5 kg"), and in the order dialog opened from a customer's profile. If a unit line shows only a number, see Selling by Unit. The final tally shows the item subtotal, any discount applied, shipping cost, and the net amount charged.

A gift-wrap tag appears on the item row, and next to it a small note-strip reminds you to review the customer's gift-wrap instructions before packing, when the order was placed with gift wrap selected — see Gift wrap and pickup on an order below for the full picture. Each line item also has a kebab (⋮) menu with three actions:

If the customer answered any personalisation fields when adding an item to cart, each answer is listed under that line item — this appears the same way on both the classic and v2 order-detail layouts. Text-type answers (engraving text, select choices, dates) show as plain "key: value" text. When an answer is an http:// or https:// URL — an uploaded image, reference photo, or a monogram supplied as an image — the order detail shows a small thumbnail instead of the raw URL. Select the thumbnail to open the original image in a new tab; the link opens with noopener noreferrer, so the new tab has no access back to the order screen. Use the full-size original when you need to inspect fine detail before production — the inline thumbnail is intentionally small.

Bundles on an order

When a customer bought a product bundle, the Items panel shows a bordered group for each bundle purchase instead of loose component lines:

• Header row: the bundle name (with a multiplier such as ×2 when the customer bought several sets) and the bundle's net amount on the right.
• Component rows: each component's name, quantity and its allocated net line total, meaning its price after its share of the bundle saving (and any coupon).
• Bundle savings: a green row with the saving, shown only when the bundle gave a discount.

If you generate an invoice for such an order while bundles are enabled, it opens each bundle with a header line (bundle name, the set count such as ×2, and the bundle saving) above its component lines; invoices for orders without bundles are unchanged. Items the customer bought separately stay as normal lines below or above the groups. On the classic screen the Items count at the top of the panel counts each bundle once per set rather than once per component; the newer screen's line-item count still counts every component. The same group appears on both screens. To refund part of a bundle, see Partial refunds: the refund amount starts from each component's net amount shown here.

The payment method on the order header and in the payment panel is shown as a readable label, so a cash-on-delivery order reads Cash on Delivery rather than a raw code; a method with no label is shown exactly as recorded.

Why don't I see the bundle group? Check that bundles are enabled for your account, then that the customer bought the bundle itself. Components bought individually show as plain lines.

Tax classification: HSN for goods, SAC for services

If a store sells appointments alongside products, an order's line items can be a mix of the two, and each line carries a different tax classification code:

• A goods line (an ordinary catalog product) shows its HSN code.
• A service line (a booked appointment) shows its SAC code — the same SAC code entered on the offering's Basics step; see Create an offering.

This matches the classification code printed on the order's GST invoice (see Table Config: renaming columns and adding an HSN/SAC column) — whichever code shows here for a line is the same one the invoice PDF prints for that line, once you turn the invoice's own HSN/SAC column on.

Customer & delivery details

A dedicated card shows the customer's name, the delivery address (street, city, pincode, state), and their contact details — everything a courier needs, without leaving the screen.

Right above the address, a small uppercase label always states how this specific order is being fulfilled — Shipping address for a normal courier order, or Pickup location for an in-store pickup order. This label is always present, on every order, on both the classic and newer dashboard skins — it isn't a tag that only shows up for pickup orders, so you never have to guess an order's fulfilment method from the absence of a badge elsewhere on the screen.

On the newer dashboard skin, an Edit control opens a drawer where you can correct any part of a shipping order's delivery address — address line 1, address line 2, city, state, postal code, and country — and save the change directly against the order. A pickup order's location comes from your store-wide pickup-location list instead, configured under Customer Pickup & Gift Wrap, not edited per-order.

Adding a shipping address when the order has none

Occasionally an order arrives with no shipping address on file at all — checkout data that never carried one through, or an address that was cleared some other way. This order can never auto-book a shipment until it has one, and a shipment-booking failure citing a missing address points here to fix it.

This prompt is not shown on a counter sale. An order rung up at the POS counter that has no shipment and no shipping address is handed over at the till, so the customer & delivery details card (classic and newer skin) leaves out the address block and the Add shipping address action entirely. A POS order that does carry a shipping address or a booked shipment (a delivery sale), and every web order, keeps the address block and the action.

Why is there no Add shipping address on a counter sale? Because nothing is being shipped. A POS counter order with no shipment and no shipping address is treated as handed over at the till, so the address block and the Add shipping address action are hidden on it. A counter order that does carry a shipping address or a booked shipment shows the address block like any other order. Web orders and delivery orders with no address on file still show Add shipping address.

Gift wrap and pickup on an order

Both extras are configured once, store-wide, under Customer Pickup & Gift Wrap — this section covers what shows up on an individual order once a customer has used them.

Gift wrap: a Gift wrap tag appears next to the order status (matching the note above). If the customer left a gift message, it's shown on its own card, quoted exactly as they typed it. The gift-wrap fee — set by you, not the customer — appears as its own line in the order totals whenever it's greater than zero.

Pickup: an order placed for in-store pickup shows a Store pickup tag next to the order status, and the customer & delivery details card shows the pickup location's name and address, under a Pickup location label, in place of a shipping address. Orders created by an appointment booking never show the Store pickup tag or a pickup location, even though they are recorded internally as pickup: nothing is collected from a shelf. Their channel tag reads Booking instead, and the same holds in the Orders list and its customer column.

Marking an unpaid pickup ready. Staff can mark a Pay at shop pickup ready in the POS Orders screen (Pickups tab, Ready for pickup) before it is paid. The order's status here stays Processing: readiness is shown to the customer as a Ready for pickup notice on their order detail and tracking pages, not as a new status on this screen or on the customer's order list. Handing the order over is blocked at the counter until the payment is taken (see Pickup Collection). After handover the order is delivered and the notice is gone.

A normal shipping order shows no pickup or gift-wrap tag at all next to the order status — that absence is the signal that it's a regular courier order. What it always shows, regardless of any tag, is the Shipping address label described above, so the fulfilment method itself is never left unstated.

All of this — the always-on fulfilment label, the pickup/gift-wrap tags, the pickup location card, the gift message, and the gift-wrap fee line — shows up the same way on both the classic and new admin sidebar.

Payment status

The payment panel shows whether the order is Paid, Pending, or Failed, colour-coded for quick recognition, along with the payment method and the full breakdown (subtotal, shipping, discount, net total). A Copy control next to the transaction ID copies it to your clipboard, so you can paste it straight into a support ticket or a payment-gateway search without retyping it.

Charged, Captured and Net collected

Charged is the order total. Captured shows the recorded amount paid and stays ₹0 while payment is pending, including cash on delivery and payment due on terms. Net collected deducts recorded refunds from that paid amount and never displays a negative amount. The row is always present on the classic screen, even when no refund exists: an unpaid cash-on-delivery order shows Net collected ₹0, and once you record the payment it shows the paid amount. For older paid orders without a recorded paid amount, the order total is used.

Updating the order status

The Status control (a dropdown on the classic screen, showing "Status: <current>") only ever offers the statuses the order can legally move to next — it never lists every status in the system. This applies on both dashboard skins: the classic dropdown and the newer skin's Ship / Mark delivered buttons all read from the same underlying rule, so an action that would be rejected by the server never appears as clickable in the first place.

The dropdown always lists the order's current status first (selected), followed only by the statuses it may move to. Every entry uses a readable label, for example Confirmed, Out for delivery, Returned, and Refunded, in the language you have set for the admin, rather than a raw status code.

Allowed transitions

Each row is a current status; the statuses listed are the only ones the dropdown/buttons will ever offer from there. A blank Next statuses cell means the order is in a final state — the whole control is disabled and shows the current status greyed out, with nothing to pick.

The same rule gates the Ship, Mark delivered, and Cancel Order actions individually — each only appears enabled when moving to that specific status is currently legal — and the Orders list's bulk Update status action (see Bulk actions), which now skips any selected order the chosen status isn't legal for, rather than sending the request and letting it fail.

Setting a paid order to Returned creates a pending refund

When you move an order to Returned (from any status other than Returned), BillionBiz checks the payment. If the order is paid, has an amount above zero, and has no refund that is still active (any refund that is not Rejected or Failed counts), it creates one refund for you automatically with status Pending, the order's full net amount, the reason Order returned, and original payment as the method. Find it in Returns & refunds and approve or decline it like any other request (see The refund approval workflow).

An order that is Cash on Delivery and not yet paid, or otherwise unpaid, gets no refund, because nothing was collected. Moving the same order to Returned again does not create a second refund. If the automatic refund cannot be created, the status change still goes through and the error is only logged; start the refund by hand from the order in that case (see Starting a refund).

Adding a note to an order

An Add note action opens a small drawer where you write a free-text note and choose its type:

• Internal — visible only to your team, for things like "call customer to confirm size."
• Customer-facing — included on the data the customer's own order record returns.

Notes are saved to the order's activity history and don't change its status.

Cancelling an order

A Cancel Order action is available while the order is Pending, Confirmed, Processing, Shipped, or Out for Delivery — see Allowed transitions above. Once the order is Delivered, Returned, Cancelled, or Refunded, the button is disabled — none of those statuses can move to Cancelled. Cancelling saves the reason against the order record and notifies the customer automatically.

Recording a payment manually

A Record Payment action appears on the Totals & Payment card whenever the order's payment status is still unpaid — Pending, COD (cod_pending), Net terms (net_terms_pending), or Failed — and disappears once the order is fully paid, refunded, or cancelled. This covers the two payment methods that most often need it: a Cash on Delivery order once the courier has collected the cash, and a net-terms invoice once the customer actually pays within their agreed terms.

Starting a refund

For paid orders that haven't already been refunded, an Initiate Refund action opens a structured drawer where you choose which items to refund, set the amount, pick a reason, and add notes. Both admin skins offer four quick-amount controls, bounded by the selected lines' maximum:

The reason dropdown offers Customer Request, Defective Product, Wrong Item Shipped, Order Cancelled, or Other. The button is Initiate Refund on the classic screen and Issue refund on the newer skin. It only appears while another refund is possible, and it is hidden in these cases:

• A refund on this order is still pending, approved, or processing. Finish or decline that one first.
• The refunds that have not been rejected or failed already add up to the amount charged.
• On the classic screen, the order is not paid or is Cancelled.

The server checks the remaining balance again even if a stale page still shows the button. A second request while one is pending is refused with A refund request is already pending for this order. A request above the order's remaining paid balance is refused with Refund exceeds paid money remaining after earlier refunds and returns. Selected lines have their own remaining net limit after bundle savings, coupons, and earlier refunds or returns; exceeding it shows Refund exceeds selected lines remaining net amount with the remaining amount. The reason is shown when you try. For a partially paid order, the limit covers only money already received.

Select the purchased lines before choosing an amount. The initial amount and Maximum refundable use their net totals. Unticking lines lowers the maximum and clamps a higher draft amount; clearing all lines does not turn this into a whole-order refund. The server can set a lower limit because it also checks refund and return history that is not included in the displayed maximum. See Start a partial refund from an order for the step-by-step flow and troubleshooting.

This is the entry point only — the full approval workflow, partial refunds, and what happens to your stock afterward are covered in Refunds.

Marketplace payouts and reversals

If your store runs as a marketplace, the order detail screen also shows a Transfer Details card once a vendor transfer exists for the order:

If a transfer Failed, a Retry Transfer button appears so you can re-attempt it. If a transfer was Processed (or already Partially reversed), a Create Partial Reversal action instead lets you claw back some or all of the payout — for example, after approving a customer refund on an order whose vendor payout already went out. Reversing opens a dialog where you enter the amount to reverse and a reason; the transfer's total-reversed figure updates once it's submitted, and a reversal history table underneath the card lists every past reversal with its date, amount, reason, status, and gateway reference.

Invoice and GST

An Invoice & GST card shows the invoice and tax outcome for this order:

This card reads the breakdown BillionBiz already computed and locked in when the invoice was finalized — it's a read-only summary, not a place to change anything; set GST-exempt or Bill of Supply beforehand, on the product or at order creation, as covered on the invoice builder page. A Bill of Supply chip on an order you did not exempt usually means your store's GST scheme is Composition · no GST charged or No GSTIN; check it under Counter devices → Settings → Tax (see Counter settings: Tax).

Invoice actions: printing, resending, and cancel & reissue

Opening the dropdown offers:

If the order was placed with gift wrap, the invoice also prints the gift-wrap fee as its own line in the totals and the customer's gift message in its own boxed section — the same message shown on the order screen (see Gift wrap and pickup on an order above). Orders without a gift message simply omit that section.

Cancelling and reissuing an invoice

Selecting Cancel & reissue opens a confirmation dialog explaining what's about to happen: cancelling issues a credit note for the full invoice amount — the original invoice stays on record as cancelled (so your GST filings stay correct) — and does not require a refund to exist on the order. This is the correction flow for an invoice that needs voiding on its own, for example a data-entry mistake or a duplicate order, independent of whether the order itself gets cancelled (see Cancelling an order below for what happens when you cancel the whole order).

Once the invoice is cancelled, the dropdown's Generate invoice action appears in its place — select it to issue the replacement. The reissued invoice gets a new invoice number and, for a net-terms order, a fresh due date computed from your current net-terms days setting (see Net terms) — not the due date the cancelled invoice had. The Invoice & GST card on this screen then shows a "Reissued" line pointing back at the cancelled invoice's number, so it's clear this isn't the order's original invoice.

Fulfilment handoff — booking a shipment

Once an order is ready to dispatch, the shipment panel on the order detail screen is where you book a carrier and generate a tracking number. This connects directly to the shipping module. For the full picture on carriers, rates, and live tracking, see Shipping & Logistics.

The shipment panel (Shipment Tracking / + Create Shipment) is not shown on every order. An order rung up at the POS counter that has no shipment and no shipping address is handed over at the till, so both the classic and the newer dashboard skin leave the panel off it. A counter order that does carry a booked shipment or a shipping address keeps the panel like any other order.

Orders made at the POS counter

A return taken at a POS counter is done on the counter screen, not here, including restocking or marking items damaged and any owner approval it needs. See Returns & Exchanges.

Review a POS settlement warning

Screen: as the store owner, open /orders/pos-history, titled Orders, choose Counter when channel filters are shown, and select Open on the bill. This is the shared order-history view, separate from the ordinary order page described above.

1. Check for Settlement needs owner review on the list row and bill detail. Only the owner sees this warning; an ordinary admin or cashier's lack of a badge does not confirm settlement.
2. Read the reason. Card cancel arrived after the bill was finished — money not changed; refunds on this receipt are blocked; check the terminal settlement. means a terminal cancellation was honoured after payment had already been recorded.
3. Keep the original bill and receipt references and check the terminal settlement as the owner. The warning does not reverse the recorded payment, stock, invoice or tax, and is not a button to clear the exception or issue another refund.

Why does a paid bill still need review? The terminal's later cancellation and the bill's recorded capture need reconciliation. Do not collect again or pay a second refund because the terminal says cancelled. See late terminal cancellations. Historical counter bills can remain visible after counter access lapses; that does not authorize new sales. Reconnect to read the latest state.

Next steps

• Refunds — the full approval workflow once a refund is started, and how credit notes work.
• Customizing Your Invoice — the invoice builder, GST exemptions, and delivery settings behind what shows on this screen.
• Shipping & Logistics — booking carriers, printing labels, and tracking.
• Customer Pickup & Gift Wrap — turning these extras on and configuring them.