Select Online Store in the left-hand menu, then Online Sales. Every order from every shop is here — online stores and branded stores together — with the store it came from, the tribe it belongs to, the customer, the amount and the status.
The Mode column separates real orders from test ones. While a store has Live Payment Mode switched off, its orders are marked Test Mode, which is how you keep your own trial runs out of the figures. Show All Orders widens the list beyond the orders that need attention.
What the statuses mean
| Status | What it means |
|---|---|
| Pending Order | Placed and waiting for somebody to look at it. |
| Pending Approval | Waiting for approval before it can go ahead. |
| Modified | Changed after it was placed, and waiting for the customer to agree. |
| Pending Payment | Waiting for the customer to pay. |
| Paid | Payment taken. |
| Card Declined | The card was refused. The customer needs to try another. |
| Pending Invoice / Invoiced / Invoiced Paid | Being settled by invoice rather than by card, and where it has got to. |
| Refunded / Partial Refund | Money returned, in full or in part. |
| Rejected by store / Rejected by customer | Who ended the order. Worth distinguishing when you look at why orders fail. |
Accepting an order
Open the order and select Accept Order. Everything about the order is on this screen: the items, the addresses, the contact details, the financials including any credit card fee, and the dates. What acceptance does next depends on how the order is being paid for. An order awaiting approval, or one being settled by invoice, moves to Pending Invoice; an order paying by card is charged there and then and moves to Paid.
To turn an order down, reject it and give a reason. The reason is kept with the order, so anybody looking at it later can see what happened without having to find whoever handled it.
Changing an order
What was ordered is changed in the Items Ordered table on the order itself, and only while the order is still Pending Order, Modified, or Rejected by customer. Edit Order Details, despite the name, is a smaller dialog: it holds the Comments, the External ID and the linked sale dates, not the items.
Changing an item puts the order into Modified and clears the customer's agreement to it — but it does not tell them. You then have to select Send modified order to customer, which is what emails them the new version and asks them to approve it. An order left in Modified without that step is waiting on a message nobody sent.
Where a card has been refused, an alternate payment link can be sent from the order so the customer can pay another way. That option appears only on an order sitting at Card Declined.
Money back
A refund can be full or partial, and the amount refunded is shown on the order afterwards so the order total and what was actually returned never disagree. Refunds go back to the card the customer paid with; they cannot be redirected elsewhere.
A dispute — a customer challenging a payment with their bank — is also shown against the order. Deal with those promptly, because the bank sets the deadline and Gorilla Dash cannot extend it.
Tying an order to your accounts
Where store orders also exist in an accounting or point of sale system, the External ID field records the number that system uses, and Linked External Sale shows the sale it has been matched to. These are for tracing an order back to the other system by eye; store orders and sales are reported separately, so filling them in does not change any figure.