# Handle online orders

> Confirm payment, move an order from ordered to completed, send receipts and cancel when needed.

Source: https://docs.bakasir.com/en/docs/commerce/orders

Video tutorial (1:46): [E-Commerce: manage online orders](https://media.bakasir.com/bakasir-media/docs-video/commerce-orders/commerce-orders.mp4), subtitles: https://media.bakasir.com/bakasir-media/docs-video/commerce-orders/commerce-orders.en.vtt



Every order placed on your online store arrives in **E-Commerce → Online Orders**. This tutorial follows one order from the moment it arrives until it is completed. It takes about 4 minutes.

## Before you start

- The **E-Commerce Suite** plugin is active and your store has at least one order. See [Set up your online store](https://docs.bakasir.com/en/docs/commerce/store-setup.md).
- To send a receipt by email, an email server must be set in **Settings → Integrations**. WhatsApp receipts open WhatsApp with the message ready, so no setup is needed.

## Steps




### Open Online Orders

When a customer orders, the Portal bell shows **New online order** with the order number. Click it, or go to **E-Commerce → Online Orders**. The cards at the top show the total value, and how many orders are **Paid** and **Unpaid**.




### Find the order

Type an order number or a customer name in **Search order or customer…**. Use the **Status** and **Payment** filters to see, for example, only unpaid orders.




### Open the order

Click the order row. The panel shows the customer, **Email**, **Phone**, **Payment Method**, **Shipping Address**, the **Note**, the items and the total.




### Confirm the payment

For **Bank Transfer**, check your bank, then click **Mark Paid**. For **Cash on Delivery**, click **Mark Paid** when the driver brings the money back. **Online Payment** orders are marked **Paid** by themselves when the customer pays.




### Update the order status

In **Order Status**, move the order along: **Ordered**, **Processing**, **Delivering**, **Completed**. The customer sees the status when they track the order.




### Send the receipt

Click **Receipt via Email** or **Receipt via WhatsApp**. Email goes to the address the customer entered. WhatsApp opens a chat with the customer's phone number and the receipt text.




### Complete the order

When the goods are delivered and paid, set **Order Status** to **Completed**. The order now counts as revenue in your reports.




## What an order does to your numbers

- **When it is placed:** the order is a sale marked **Placed**, with an order number such as `ORD-00001`. Stock goes down right away, so the item cannot be sold twice. The sale shows in **Sales → Transactions** with an **Online Order** badge.
- **When it is completed:** the sale becomes **Completed** and counts as revenue, profit and tax in reports. Accounting records it on that day.
- **When it is paid:** the payment is added to the sale. Marking an order **Unpaid** again takes the payment back.

## Cancel or delete an order

Click **Cancel Order** in the order panel, or choose **Canceled** in **Order Status**. Stock returns and the sale is cancelled, or voided if it was already completed. A cancelled order cannot be reopened.

- **Staff** need a Manager or Owner PIN. After you try to cancel, type it in **Manager approval PIN** and click **Confirm**.
- **Delete** removes the order record. It is only for orders that are **Completed** or **Canceled**, only for Owners and Managers, and you must type the order number to confirm. The sale stays in your transactions.
- A sale in a locked period cannot be changed. See [Refund or void a sale](https://docs.bakasir.com/en/docs/web-pos/refunds-and-voids.md).

## Tips

- **Unpaid orders can cancel themselves.** In **E-Commerce → Settings**, **Cancel unpaid orders after (hours)** cancels unpaid bank transfer and online payment orders after that time. Use 0 to keep them.
- **Paid after cancelling.** If a customer pays an order you already cancelled, you get a notification to refund them.
- **Who can mark paid.** Only Owners and Managers can mark an order paid or unpaid.
- **Subscribers.** Shoppers with an account are listed in **E-Commerce → Subscribers**. They can track their orders and order again from their account.
- **Customers can track too.** In the store, **Track Order** needs the order number and the email used for the order.

## Next steps

- [Set up your online store](https://docs.bakasir.com/en/docs/commerce/store-setup.md)
- [Sales reports](https://docs.bakasir.com/en/docs/portal/reports.md)
- [Accounting](https://docs.bakasir.com/en/docs/commerce/accounting.md)