# Orders overview

Orders lists every order placed on your website, with its status, payment and customer, so your team can look one up, follow it through to delivery and answer a customer's questions about it.

Every order a customer places on your website shows up in Orders. Each order has an order status, such as **Confirmed** or **Shipped**, and a payment status, such as **Paid**.

## Steps {#steps}

1. In the sidebar, select **Orders**.

   ![The top of the Orders page: the Export button, and the Total Revenue and Total Orders cards](https://www.neuralpartners.ai/help/engage/orders-overview/counts.png)

2. To find an order, type its number, the customer's email, or their first name or last name in the search box. Search one name at a time: "Smith" finds Jane Smith, "Jane Smith" doesn't.
3. To narrow the list, choose a **Status**.
4. For more filters, select **Filters**, then set a **Date Range** or a **Payment Status**.

   ![The Orders search box, the Status menu set to All Statuses, and Filters open with Date Range and Payment Status](https://www.neuralpartners.ai/help/engage/orders-overview/filters.png)

5. Select an order's row, or the eye button at the end of it, to open it in a panel. To open the order's own page, select **Open full record**.

## Good to know {#good-to-know}

### What the list shows {#what-the-list-shows}

- **Order**: the order number.
- **Customer**: the customer's name and their email, masked. The eye button beside the email shows it for a moment, and the copy button copies it. An order with no name on file shows **Guest**.
- **Items**, **Total**, **Status**, **Payment** and **Date**, the day the order was placed.
- **Order**, **Customer**, **Total** and **Status** always show. On narrower screens **Items**, then **Date**, then **Payment** drop off.
- The eye button at the end of a row opens the order.
- The list shows 50 orders a page. Use **Previous** and **Next** to move between pages.

![Two order rows with the Order, Customer, Items, Total, Status, Payment and Date columns, an eye and copy button beside each masked email, and an eye button at the end of each row](https://www.neuralpartners.ai/help/engage/orders-overview/columns@2x.png)

### The cards at the top {#the-cards-at-the-top}

The page has two cards: **Total Revenue** and **Total Orders**.

- **Total Revenue** adds up the totals of paid orders across your account, for your search, **Status** and **Date Range**. Fully refunded orders are left out, and a partly refunded order counts at its full total.
- **Total Orders** is every order that matches your search and filters.
- Changing your search or a filter takes you back to the first page.

### Export {#export}

**Export**, at the top right, downloads up to 1,000 orders that match your search and filters, across all pages, not just the one on screen.

- The file is named *orders-date*.csv. It has the order number, customer, email, items, subtotal, tax, shipping, total, status, payment status and date.
- Emails are not masked in the file, so store and share it the way you would any customer list.
- Each export is recorded, so your account has a history of who downloaded customer data: who exported, when, with which filters and how many rows. The search text is never recorded.
- If the export can't be recorded, you'll see an error and nothing downloads.

### Order status and payment status {#order-status-and-payment-status}

These are two different things.

- The order status says how far along the order is: **Pending**, **Confirmed**, **Processing**, **Shipped**, **Delivered** or **Cancelled**. To change it, see [Change an order's status](https://www.neuralpartners.ai/help/engage/change-an-orders-status/).
- The payment status says whether the order has been paid, such as **Paid** or **Refunded**.
- A fully refunded order reads **Refunded** and no longer counts toward the customer's **Total spent** on the Customers page.
- A partly refunded order stays **Paid**.
- Refunds are made in Stripe, not in Orders. The order status doesn't change when a refund goes through.
- To find refunded orders, select **Filters** and set **Payment Status** to **Refunded**.

### Inside an order {#inside-an-order}

The panel and the full page have the same four tabs. The left side shows the order number, its status and payment, the **Total**, the date it was **Placed** and the number of **Items**. The tabs show the rest.

- **Items**: each product with its SKU, quantity and price, then the **Subtotal**, **Tax**, **Shipping** and **Total**.
- **Customer**: the customer's name, email and phone, masked, with eye and copy buttons. **View customer** opens their customer record.
- **Shipping**: the **Shipping Address** and **Billing Address**, masked, with eye and copy buttons, then the order's notes if it has any.
- **Activity**: when the order was created and last updated, its **Stripe payment ID** if it has one, and the order's **Email History** and **Order Activity**.

Anything that wasn't recorded on the order, such as a missing name or price, is left out.

![An order's Customer tab: the customer's name, masked email and phone with eye and copy buttons, and a View customer link](https://www.neuralpartners.ai/help/engage/orders-overview/customer-tab@2x.png)

![An order's Shipping tab with the Shipping Address and Billing Address, both masked](https://www.neuralpartners.ai/help/engage/orders-overview/shipping-tab@2x.png)

![An order's Activity tab: Created, Last updated and the Stripe payment ID, then Email History and Order Activity, each listing Email Sent entries](https://www.neuralpartners.ai/help/engage/orders-overview/activity-tab@2x.png)

### From a customer's record {#from-a-customers-record}

A customer's record has an **Orders** tab. Selecting an order there opens it on top of the customer.

### Who can do this {#who-can-do-this}

- Staff, Marketing, Manager and Admin users can all open Orders, look at any order and export.
- Changing an order's status needs the Manager or Admin role.
- Lead visibility doesn't apply to Orders. With **Own only** on, Staff and Marketing users still see every order.

### With a customer looking at the screen {#with-a-customer-looking-at-the-screen}

While Privacy mode is on, the Orders page shows a **Customer view is on** screen instead of the list, and **Export** is gone. An open order keeps **Items**, **Customer** and **Shipping**, with email, phone and addresses masked and no reveal or copy. **Activity**, the status change and the order notes are hidden.

## Related {#related}

- [Change an order's status](https://www.neuralpartners.ai/help/engage/change-an-orders-status/)
- [Customers overview](https://www.neuralpartners.ai/help/engage/customers-overview/)
- [Use Privacy mode with a customer](https://www.neuralpartners.ai/help/engage/use-privacy-mode-with-a-customer/)