Help Center / Storefront experience · Concept
Order confirmation and tracking
What customers see right after ordering, and the order page they use to follow the order, its shipments and its payment.
Where to find itOrders
Help CenterHelp CenterHelp Center / Storefront experience · Concept
What customers see right after ordering, and the order page they use to follow the order, its shipments and its payment.
After an order is placed, the customer lands on a confirmation page. From then on, one order page shows where the order stands. Both follow the order in your panel; neither has settings.
The page reads "Thank you," with the customer's name, then "Your order is confirmed" and "We have received your order and will let you know when it is on its way."
It lists the order number, date, items, delivery or pickup details, contact details and payment. Two buttons follow: "Continue shopping" and "View your orders".
For an online payment that is still being checked, the page reads "Confirming your payment…" first. See Payment methods at checkout.
Your analytics tools receive the purchase event from this page. See Analytics events.
Every order has its own page with a private link. Guests reach it from the link in your order message. Signed-in customers also find it under Orders in their account.
| Customer sees | Order in your panel |
|---|---|
| "Awaiting payment" | An online payment is not finished |
| "Order placed" | Order Placed |
| "Preparing" | Every step between accepting the order and making it ready, such as picking |
| "Ready for pickup" | Ready to Pickup |
| "Out for delivery" | A delivery agent is assigned or has collected the order |
| "Shipped" | The same step on an order sent by courier |
| "Delivered" | Delivered |
| "Cancelled" | Canceled |
The payment block names the method as your checkout shows it. It reads "Paid with …", "To pay with …" for pay on delivery, "Paid from wallet" or "Paid with gift cards". The payment status is one of Pending, Paid, Failed, Refunded, Partly refunded or Confirming payment.
An order whose online payment was not finished reads "This order still needs paying" with a "Pay now" button, and "Your items are held."
A courier order shows a "Shipments" block. Each shipment has the carrier, the tracking number, an expected date when the courier gives one, a link to track on the carrier's site, and the tracking history.
Tracking history uses statuses such as "Picked up by the courier", "In transit", "Delivery attempt failed" and "Returning to the shop".
| Block | Shown when |
|---|---|
| "Delivery time:" and the slot | The order has a delivery slot |
| Gift details | The order is a gift. See Gift orders, notes and attachments |
| Tax invoice QR code | ZATCA shops. See Tax and invoices |
| "Write a review" | Reviews are on and the order is delivered. See Reviews |
| "Return or exchange items" | Returns are on and the order qualifies. See Return requests |
| "Cancel order", or changes to approve | See Cancelling and order changes |