Orders

Orders lists every order placed on your storefront, plus orders you’ve recorded by hand on a customer.

The order list

Each row shows the order Number, Customer (name and email), Total, Status and when it was Placed. Click Open order or the number to open it. Newest orders are at the top.

A second badge next to the status shows Partly refunded or Refunded when money has gone back.

Finding an order

• Search by any part of the order number, customer name or email.
• Status — Any status, Unpaid, Paid, Fulfilled or Cancelled.
• Dates — Last 15 days (the default), Last 30 days, Last 90 days, All time, or Custom dates. Days follow your store’s time zone, and today counts as one of the days.

Reset clears your filters. Filters are kept in the page address, so you can bookmark or share a filtered list. The line under the table sums it up, like 42 orders · 3 unpaid · last 15 days.

Order status

Status	Meaning	Can move to
Unpaid	Placed, not yet fully paid.	Paid, Cancelled
Paid	Payments cover the total. Ready to ship.	Fulfilled, Cancelled
Fulfilled	Shipped. Final.	—
Cancelled	Cancelled. Final.	—

An order becomes Paid on its own once the payments received add up to the total. A refund doesn’t change the status. It adds the refund badge instead.

Order numbers

Order numbers look like AP-0042: your store’s prefix and a running number. Set the prefix in Settings: 2 to 8 letters or numbers. It starts as your store’s initials, for example AP for Alpha Peptides.

Changing the prefix doesn’t renumber old orders, and the count carries on from where it was.

Inside an order

The top of an order shows Total, Received, Outstanding and when it was Recorded. Below that are three tabs:

• Items — what was ordered. Items can’t be changed once an order exists.
• Payments — every payment, with its status and any refunds.
• Shipping — labels, tracking and returns.

On the side, Order shows the customer, subtotal, shipping, discount, total and note, and Fulfilment shows the carrier and tracking.

Who can do what

Only owners and admins can record payments, refund, cancel or mark an order fulfilled. Members see these buttons greyed out with Ask an owner or admin.

Taking payment

Most orders are paid by card at checkout. For the rest:

• Record payment (Payments tab) notes money you received another way, like a bank transfer. It doesn’t charge a card. It’s filled in with what’s still owed.
• Charge a saved card for an unpaid order from the customer’s page. It always charges exactly what’s owed, and asks you to confirm first.

Shipping an order

You can ship a paid order in two ways.

Buy a label

On the Shipping tab, click Buy label. You’ll see rates from every carrier you’ve connected, so you can ship with a different carrier than the shopper picked at checkout. Their choice is shown as Chosen at checkout.

• You need a ship-to address and a default package size. Set the package on Shipping.
• If a product has no weight set, it’s counted as 16 oz and the weight is marked Estimated. Weigh the parcel and correct it before buying, then click Re-price.
• Print labels as sets the label file type for the whole store.
• The button shows the price: Buy label · $8.40.

Buying a label marks the order Fulfilled and sends the shipping email, if that email is switched on. Download the label with Label, follow it with Track, or cancel it with Void.

If a purchase doesn’t finish

Clicking twice never buys two labels. If the carrier doesn’t confirm a purchase, you’ll see this label may exist. Check your carrier account before buying again. A purchase that’s still unfinished after 15 minutes is marked failed, so you can try again.

Voiding a label doesn’t undo Fulfilled. You’ll see a warning that the tracking points at a voided label. Buy a new label to replace it.

Mark as fulfilled

If you shipped another way, click Mark as fulfilled. Pick the Carrier (USPS, UPS, FedEx, DHL, Other or No carrier) and enter the Tracking number. An order has one tracking number.

Leave Email the customer the shipping confirmation ticked to send the shipping email.

Fulfilled is final. A fulfilled order can’t be cancelled. You can still change its tracking later. The shipping email checkbox starts unticked when you do.

Return labels

Click Create return label, choose how many of each item are coming back, and add a reason if you like. The label is priced for the trip from the customer back to your store.

Lattice doesn’t email return labels. Download it and send it to your customer yourself.

Refunds and voids

Each payment has its own refund button. When you open it, Lattice first checks with the payment gateway whether the payment has settled. That decides what you can do:

Payment	What you can do
Not settled yet	Void the whole payment. You can’t refund part of it until it settles, usually by the next day.
Settled	Refund any amount up to what’s left.
Recorded by hand	Record refund to note it. No money moves. Pay the customer back yourself.

Add a Reason if you like (up to 500 characters). It’s kept on the order and not sent to the shopper.

Tick Restock to put the items back in stock. This only works when you refund everything paid on the order.

Clicking twice never refunds twice. If the gateway doesn’t answer in time, the refund shows as Checking with NMI. Lattice keeps checking on its own. Don’t refund again while it’s checking. If it still can’t confirm, it shows Couldn’t confirm — check NMI. Look it up in your NMI account.

Refunds you make directly in NMI show up here on their own.

Note

You can make up to 60 refunds per store (30 per person) in 15 minutes. Past that, wait a few minutes.

Cancelling an order

Click Cancel order. You can cancel an order that isn’t fulfilled or already cancelled.

• If card money can still go back, the button reads Cancel and refund $X. Unsettled payments are voided and settled ones are refunded. Payments you recorded by hand are left alone. Pay those back yourself.
• Stock that checkout took goes back on the shelf.
• Cancelling can’t be undone.

If some of the money doesn’t go back, the order is still cancelled and you’ll see which payment needs attention.

Recording an order by hand

To record an order you took outside your storefront, open the customer and click Record order on their Orders tab. Choose a Catalog product, which fills in the name, SKU and price, or leave it on Custom line. Then set the quantity and unit price.

• A recorded order has one line.
• It doesn’t charge a card. Record or charge the payment afterwards.
• A $0 order is marked paid straight away.
• You can’t record an order for a disabled customer.

Emails your customer gets

If you have an active email template for it on Emails / Notifications, your customer is emailed when:

• an order is placed (including orders you record by hand),
• a payment is received (including payments you record),
• a payment is refunded or voided,
• an order is cancelled,
• an order is fulfilled.

The first time you fulfil an order, Lattice sets up an Order shipped template for you and switches it on. Every email sent is logged on the customer’s record.