Order Management
The Orders section is your primary tool for tracking and fulfilling customer purchases. Every sale made through your online store lands here, and SitePack provides a clear, step-by-step workflow to move each order from New all the way through to Completed, so nothing slips through the cracks.
Your figures at a glance
At the top of the Orders page you see four figures, so you know how your shop is doing before you open a single order:
- SitePack Payments balance: the money your customers paid that is waiting for you at our payment partner. Below it you see when it is paid out next, for example Payout this Friday or Payout today. If you do not use SitePack Payments yet, the balance shows € 0,00.
- Transactions today: how many payments were completed today.
- Average transaction value: the average amount of a completed payment over the last 30 days.
- Total revenue: everything your customers paid over the last 30 days.
Only completed payments count in these figures. A payment that failed or was cancelled does not, so an order that was paid on the second try is counted once.
When is my balance paid out?
Your balance is paid out on the day you chose yourself. You pick that day under Settings → Online Store → Payments, in the Payout section. Every payout goes to the bank account shown there.
On a payout day, the SitePack Payments fees you owe since your last payout (transaction costs, refunds, chargebacks and the previous payout) are first deducted from your balance, including VAT. The rest is transferred to your bank account in one go. The fees still appear on your monthly invoice, marked as already paid, so you do not pay them twice. If there is nothing left to pay out, nothing happens and you are not charged a payout fee.
If the balance shows a dash (–) instead of an amount, it could not be loaded at that moment. Your money is safe; reload the page a little later to see it again.
The order list
The main Orders page gives you an at-a-glance view of your recent sales, designed to help you quickly see what needs your attention.
- Filters: Use the status tabs at the top of the page, such as New, Progress, or Sent, to focus only on the orders that currently need action, rather than scrolling through your entire order history.
- Search: (Coming soon) The ability to search orders directly by customer name or order number is planned for a future update.
- Quick Info: Each row in the list shows the order number, customer name, total amount, payment method, and the date the order was placed, so you can scan your recent activity without opening every order individually.
Fulfilling an order, step by step
When a new order comes in, follow this workflow to take it from purchase to delivery:
- Review the details. Click on an order to open its full details, including the delivery address and any comments the customer left at checkout.
- Verify payment. Check the "Payment" section of the order to confirm it has actually been paid. SitePack shows you both the payment method the customer used and its current status, so you never ship an item that hasn't been paid for.
- Start processing. Change the order's status to Processing while you pick and pack the items. This signals to anyone else on your team that the order is actively being worked on.
- Prepare packing slips. For a single order or several at once, generate packing slips (a printed summary of what's inside the package) to include with the shipment. See Bulk Actions below for handling several orders together.
- Mark as shipped. Once the package is ready and handed off for delivery, change the order's status to Sent.
- Mark as completed. After the package has been delivered to the customer, mark the order as Completed to close out the process.
Keeping order statuses up to date is not just for your own organization. In many storefronts customers can see this status too, so accurate updates help set the right expectations about when their order will arrive.
Bulk actions
When you have several orders to process at once, there is no need to update them one at a time:
- Select the checkboxes next to every order you want to update.
- Click the Bulk Options button.
- Choose the action you want to apply to all selected orders:
- Packing Slip: Generates a single PDF containing packing slips for every selected order, ready to print in one batch.
- Order Status: Changes the status of every selected order simultaneously, for example, marking a whole batch as "Sent" at once after a shipping run.
Stock and cancelled orders
As soon as a customer places an order, SitePack takes the ordered products out of stock. Your shop shows the new stock straight away, so the next visitor cannot buy something that is no longer there. For a product with variants, such as a size or colour, the stock of the chosen variant goes down. When that variant keeps its stock per location, the units are taken from the location that holds the most first. Every change is listed in the product's stock history, with the order number.
Other shoppers who still have that product in their shopping cart are protected too. If there is not enough left, their cart is lowered to what is still available, or the product is removed when it is sold out, and they see a message explaining what changed. They cannot place an order for more than you have in stock.
Cancelling an order
When you change the status of an order to Cancelled, SitePack asks what should happen to the stock the order took:
- Put the stock back (recommended): the products go back into stock and can be sold again. This is selected by default.
- Keep the stock as it is: choose this when the products are not coming back, for example because they were damaged.
A table shows each product with the quantity from the order, the current stock and the new stock after cancelling, so you can check the result before you confirm. When the stock is put back, this is noted in the order history. Stock is only ever put back once per order.
If you cancel several orders at once with Bulk Options, their stock is put back automatically.
Refunds
If you use SitePack Payments, you can pay (part of) an order back to your customer straight from the order.
- Open the order and click Refund at the top of the order details. You only see this button for orders paid with SitePack Payments that still have money left to refund.
- Choose how much to refund:
- Full amount: everything the customer paid that has not been refunded yet.
- Amount without shipping costs: the same, but you keep the shipping costs. Handy when the products come back but the package was already sent.
- Custom amount: any amount you choose, for example for a single returned product. You cannot refund more than is still paid.
- Click Refund to confirm. The money goes back to the customer through our payment partner and is deducted from your SitePack Payments balance.
A refund cannot be undone. If your balance is too low to cover it, the refund is refused and nothing changes; try again once there is enough balance.
What you see after a refund
- Partial refund: the payment shows Partially refunded with the amount that went back. The rest of the payment still counts as paid, and the order keeps its status.
- Full refund: the payment shows Payment refunded and the order moves to the status Refunded.
- Below the order total you see two extra lines: Refunded, with the amount paid back, and Outstanding balance, with the part of the order that is no longer paid.
- The order history shows each refund with its amount.
Refunds you make in the dashboard of our payment partner itself are picked up automatically too, so the order always shows what really happened. The refund fee appears on your monthly invoice, like other transaction costs.
Orders paid with another payment provider, such as Mollie or PAY.nl, are refunded in that provider's own dashboard.
Shipping labels & documents
From an individual Order Details page. Open the Documents menu to access:
- Packing Slip: Open or print the packing slip for that specific order.
- Create Shipping Label: Depending on which shipping integrations are active on your account, you can generate a shipping label directly, ready to print and attach to your package.
Frequently asked questions
What order statuses does SitePack use?
Orders typically move through statuses such as New, Processing, Sent, and Completed, reflecting where the order stands in your fulfillment process. Use the status filters at the top of the Orders page to quickly find orders in any of these stages.
How do I know if an order has actually been paid?
Open the order and check its "Payment" section, which displays the payment method used and its current status. Always confirm payment before processing and shipping an order.
Can I update several orders at the same time?
Yes. Select the checkboxes next to multiple orders and use the Bulk Options button to generate packing slips or change their status all at once, rather than repeating the process individually.
What is a packing slip, and do I need to print one for every order?
A packing slip is a printed summary of what's included in a shipment, typically placed inside the package. While not strictly required, including one helps customers (and you) quickly verify the contents of a delivery, especially for larger or multi-item orders.
What is on the packing slip?
The packing slip is made for picking and packing, so it shows everything your warehouse needs and nothing it doesn't:
- Your logo on a band in your shop's main colour, with the order number and order date.
- Ship to: the customer's name, address and phone number.
- Sender: your company name, address, email, phone number, Chamber of Commerce number and VAT number. These come from your first location and from My company, so keep those up to date.
- One line per article with a tick box, the quantity, the product name, the SKU and the EAN. A quantity higher than one is printed in white on black, so it is hard to miss.
- Variants such as a size or colour are shown as separate labels under the product name (for example "Size: L" and "Colour: Red"), together with the variant's own SKU and EAN. Two variants of the same product can never be mixed up.
- Picked by and Checked by lines to sign off the order.
A packing slip never shows prices. If you want to include prices, add the invoice to the parcel.
In which language is the packing slip printed?
In the language of your own admin account. Change the language of your account and your next packing slips follow, in English, Dutch, German or Spanish.
What happens with a large order?
When an order has more articles than fit on one page, the list continues on the next page. Every following page repeats the order number and the column headings, and the footer shows "Page 2 of 3" for that order. When you print several orders at once, each order starts on a new page with its own page numbering.
Can I create a shipping label directly from SitePack?
Yes, depending on which shipping integrations are active on your account. Open the relevant order's Documents menu and choose Create Shipping Label.
How can I see whether a payment has reached my balance?
Look at the SitePack Payments balance at the top of the Orders page. It shows the amount waiting for you right now and when it is paid out next. The figure is refreshed every minute.
Why does my balance say "Payout this Friday" when I expected another day?
The payout follows the day you chose under Settings → Online Store → Payments. Change it there and the balance on the Orders page shows the new day straight away.
Does cancelling an order put the products back into stock?
Yes, by default. When you set an order to Cancelled, SitePack shows the stock before and after and puts it back unless you choose Keep the stock as it is.
What happens to a product in someone's shopping cart when another customer buys the last one?
The shopping cart is updated automatically: the quantity is lowered to what is left, or the product is removed when it is sold out. The shopper sees a message about the change and cannot order more than you have in stock.
Can I refund only part of an order?
Yes, for orders paid with SitePack Payments. Click Refund on the order and choose Custom amount or Amount without shipping costs. The rest of the payment stays paid, and you can refund more later if needed.
Why don't I see the Refund button?
The button only appears for orders paid with SitePack Payments that still have money left to refund. An order paid by bank transfer or through another payment provider is refunded outside SitePack, and a fully refunded order has nothing left to refund.
Is there a way to search for a specific order by customer name?
Not yet. Searching orders by customer name or order number is a planned feature. In the meantime. Use the status filters and the quick info shown in the order list to locate what you need.