---
title: "Manage your online store orders"
description: "Prepare shipments, enter tracking numbers, refund customers, view invoices and export all of your store's sales from one place."
url: https://docs.vivlab.com/en/sections/orders
---

# Orders

**Orders** lists every sale from your store, including orders waiting to be handled, shipped, collected, refunded or canceled. Use it to prepare a shipment, add tracking, confirm collection at a relay point, refund a customer, view an invoice, write a private note or export sales for your accountant.

Click on a row in the list to open an order's details.

## Actions

From the list, tick one or more orders then open the **Actions** menu to handle them in batch. Two options are available: **Export to CSV file** opens the **Export data** window, where you choose the export scope (selected orders, current page, your search results or all orders) and the file format, Excel-ready or with a custom separator; **Download invoices as PDF** bundles the matching invoices into a downloadable archive.

If your store is [connected to Faire](https://docs.vivlab.com/en/sections/integrations.md#faire), the **Faire orders** button at the top of the list shows your wholesale orders from the marketplace, each linking to your Faire brand portal.

## Order information

Recap of the payment and the billing and shipping addresses. You'll find the amount collected, the payment method used, as well as the billing address, the shipping address (or the chosen relay point) and, if applicable, the amount already refunded.

Click **View invoice** to open the [PDF invoice](https://docs.vivlab.com/en/sections/invoices.md) sent to the customer. Each address can be edited directly from this section if the customer reports an error after payment.

## Return request

This section appears as soon as a customer files a request through the [Withdrawal](https://docs.vivlab.com/en/sections/returns.md) form. It gathers the **Returned item(s)**, the **Return reason** given by the customer and the refundable amount, and tracks the request's progress, from receipt to refund or decline. Every request, across all orders, is listed on the [**Returns**](https://docs.vivlab.com/en/sections/orders-returns.md) page.

After checking the items and the reason, process the request:

- Click **Decline** to reject the request without refunding. The customer is notified and the request moves to **Declined**; you can revisit it with **Reopen the request**.
- Click **Refund**: the **Refund the return** window lets you select the items and quantities to refund. The refund goes to the customer's payment method through Stripe, immediately and finally. Once done, **View the refund on Stripe** opens the refund details.

## Order management

Track and manage the order's shipping or pickup status. The available actions depend on the current status.

- When the order is **pending shipment**, click **Confirm order shipping**, pick the **Carrier** (Chronopost, Mondial Relay, La Poste or UPS) and enter the **Parcel number**, the tracking link builds itself; **Custom link** lets you paste the tracking URL of another [carrier](https://docs.vivlab.com/en/sections/carriers.md). On confirmation, the customer automatically receives an email with the tracking link.
- For a [Mondial Relay shipment](https://docs.vivlab.com/en/sections/shippings.md), click **Generate shipping label**: the **Ship the order** window lets you check the addresses, enter the **Parcel weight** (0.1 to 25 kg), add the **Parcel dimensions** and **Additional insurance** if needed, and shows the estimated shipping cost. The label is then available via **Download shipping label**, and **View Mondial Relay shipment** opens the parcel's detailed tracking in your Mondial Relay account.
- To mark an order as shipped without a tracking link, choose **No link** as carrier; on a Mondial Relay shipment, the **Mark as shipped** entry in the shipping window's menu does the same, without creating a label. The **Send a shipping confirmation email** setting lets you decide whether to notify your customer.
- For an in-store pickup, click **Confirm order pickup** once the customer has come to collect their order.
- Once the order is shipped, **View tracking link** reopens the link sent to the customer and **Edit tracking link** lets you correct it.

For a Chronopost, La Poste or Mondial Relay parcel, the **Parcel tracking** card appears once the order is shipped: it shows the current step (Announced, Picked up, In transit, Out for delivery, Delivered) and the carrier's event history. The same state shows in the **Status** column of the order list. For Mondial Relay, tracking requires your private key, entered in [Carriers](https://docs.vivlab.com/en/sections/carriers.md).

If the order contains a [subscription](https://docs.vivlab.com/en/sections/subscriptions.md), it appears in this section and can be opened directly from the matching row.

Finally, for an order that won't be shipped, the order's **Actions** menu offers **Close order**: it moves to the **Closed** status, with no shipment to prepare.

## Order details

List of the [products](https://docs.vivlab.com/en/sections/products.md) ordered with their quantities, unit prices, any discounts and totals. It's the reference used for the invoice sent to the customer.

## Notes

Internal notes visible only to you. Use this space to keep a record of your exchanges with the customer, an issue encountered or any information useful for follow-up. Click **Edit** to enter or correct a note, then **Save**. The customer never sees these notes.