Manage order status and comments

The order status is changed from the order action menu. An internal comment is added on the Status History tab, and the tracking code is saved separately on the order Summary tab or in order processing. This information is no longer updated in a single, common comment form.

Change order status

Changing the order status is done from the order's More Actions menu.

1. Open Orders at /orders and select the order to process.
2. Open the More Actions menu on the page and select Change Status .
3. Select a new value in the Status field.
4. If necessary, enter an optional Comment . The comment is saved on the same status history line as the status change.
5. Select the content of the customer notification if necessary and select Save .

The system adds a status history line when the status changes or includes a comment. If the selected status requires a payment reference or invoice number and the order does not have either, the status will not be saved until the missing information is added.

Select the information to send to the customer

No message is sent to the customer by default. First enable Send email . Then you can choose to:

• Report a status change by adding a status change message.
• Report a comment by adding a written comment to the post.

Notification options are not available unless Send Email is selected. Notify comment adds a comment section only if the comment contains text. Review your options before saving if the comment is for internal use only.

Add a comment without changing status

An internal comment for an order is added separately on the Status History tab.

1. Open the order's Status History tab.
2. In the New Comment section, enter a comment from the handler. The comment is required and can be up to 4,096 characters long.
3. If necessary, select Send Email and the status change or comment to include in the email.
4. Select Save .

The new comment is saved with the current status of the order. The History section shows the saved status, time, comment, and whether Customer Notified or Internal .

Edit or delete a previous comment

A previous comment on an order is edited in the History section of the Status History tab. Select Edit comment in the row, make the change, and select Save . Editing does not send a new email to the customer. The old and new content of the comment are saved in the system audit log.

Select Delete comment to delete the history line and confirm the deletion. The action cannot be undone. The actual status history line will be deleted, but a deletion mark and the deleted comment text will remain in the system audit log. The deletion will not reset the current status of the order to its previous value. Therefore, before confirming, check that you do not need the status history line in question for operational monitoring.

Save the tracking code separately

The tracking code for an order is stored separately, not in the status change or comment form. Open the order Summary tab and edit the Tracking Code field in the Shipping section. The field is stored in a separate tracking code function.

For order processing, you can also use the Orders → Order Handling → Tracking Code view at /orders/handling/tracking . There, the order is retrieved and the tracking code is confirmed as part of the processing work.

Act properly after an email error

The order status change or comment is saved before the customer email is sent. If the send fails, the UI will say that the change was saved but the email could not be sent. Update the order and check the Status History before trying again to avoid making the same status change or comment twice.

After a successful submission, the history line will show Customer notified . A failed submission will be recorded in the audit log, but the history line will remain internal until a new successful notification is made.