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Orders FAQ

Updated

This article answers frequently asked questions about order management in Pulse Commerce. Each question addresses common scenarios and quick solutions for order processing, payment handling, status management, and troubleshooting.

❓ How can I enter a gift certificate code for payment when placing a phone order?

When placing an order for a customer, you have two options to apply their gift certificate:

Option 1: Use Admin Panel order entry

  • When creating the order in the admin panel, select Gift Certificate / Value Card as the payment method
  • Enter the gift certificate code when prompted

Option 2: Storefront

  • Log in as the customer by going to Customers > Search Customer > Edit Customer
  • Go to the Abandoned Shopping Cart tab and click the Log In As Customer button
  • Enter the gift certificate code on the checkout page of your storefront 

Learn more about How to Manage Gift Certificates and Value Cards

❓ Why can't I place an order for an international customer?

If you're unable to place an order for an international customer, check the following:

Shipping Method Configuration:

  • Ensure you have shipping methods enabled for international destinations
  • Go to Settings > Ship Methods & Rates to verify international shipping options are configured
  • Check that the customer's country is included in your shipping method's allowed countries

Tax Configuration:

  • Verify tax rates are properly configured for international orders in Settings > Tax Rates
Note: Some shipping carriers require additional configuration for international destinations. Contact support if you need assistance enabling international shipping.
❓ When checking out, why can't I enter a State into the State dropdown field?

This issue typically occurs when the Use Custom State List option is selected in tax settings without any custom states being created. If you do not intend to create a Custom Tax table, then select the Settings > Tax Rates > Use Standard State List radio button instead.

  1. Go to Settings > Tax Rates
  2. Select the Use Standard State List radio button
  3. Save your changes

Alternative solution: If you need to use a custom state list, create the required custom tax table states before selecting the Use Custom State List option.

❓ How do I place a test order without charging my credit card?

You have three methods to place test orders without processing real charges:

Method 1: Use Test Mode (Recommended)

  • Enable test mode in your payment gateway settings
  • Use test credit card numbers provided by your payment gateway
  • Orders process normally through the complete workflow but no actual charges occur

Method 2: Save as Incomplete Order

  • Place order but use Save For Later instead of Finalize
  • Review order details without processing payment or allocating inventory
  • Delete incomplete order when testing is complete

Method 3: Use Offline Payment Method

  • Select an offline payment method (Check, Cash, Wire Transfer, etc.)
  • Complete order without credit card processing
  • Cancel or void the order after testing
Best Practice: Use Method 1 (Test Mode) for the most realistic testing experience, as it processes the complete order workflow including payment gateway communication.
❓ How do I edit an order once it is placed by the customer?

You can edit orders that are in Pending Approval or Warehouse status:

  1. Go to Orders Status and click Pending Approval or Warehouse
  2. Alternatively, search for the order via Orders > Search Orders
  3. Locate the order and click Edit Order
  4. Make your changes (add/remove products, update prices, shipping address, location, etc.)
  5. Click Save Changes
Important: For detailed information on editing orders, including handling payments and inventory implications, see the How to Edit and Modify Sales Orders article.
❓ What can I do with cancelled orders?

Cancelling an order is final and cannot be reversed. Once an order is cancelled, you cannot revert it back to an in-progress state.

If you need to proceed with a cancelled order:

  • You must create a new order from scratch
  • You can reference the cancelled order details to recreate it
  • All payment, shipping, and customer information must be re-entered
Important: Always confirm with the customer before cancelling an order, as this action cannot be undone.
❓ How do I change my Picking List Sort Order

Configure how items are organized on picking lists:

1Navigate to Settings → General Settings → Order Settings

2Locate Packing Slip Sort Order

3Choose sort option:

  • Bin Number: Group by warehouse location (most efficient for picking)
  • SKU: Alphabetical by SKU
❓ What are Order Tags and how do I use them?

Order Tags are customizable labels that help you categorize and filter orders beyond the default system statuses. Unlike order statuses (which track fulfillment progress), tags are flexible organizational tools you can use for any classification that helps your business.

Common uses for Order Tags:

  • Workflow stages: Ready to Ship, Needs Review, Quality Check
  • Special handling: Rush Processing, Gift Orders, Wholesale
  • Risk management: Fraud Risk, Address Issue, Payment Failed
  • Customer types: VIP, First-Time Buyer, Repeat Customer
  • Seasonal campaigns: Black Friday, Holiday Orders, Summer Sale

How tags differ from statuses:

  • You can apply multiple tags to a single order, but an order has only one status
  • Tags are searchable filters that work alongside statuses
  • Custom email notifications can be triggered by specific tags

Creating and assigning tags: To create custom Order Tags, go to Settings > Manage Tags, enter a tag name, select Sales Order from the dropdown, choose a color, and click Add New Tag. To assign tags to orders, open the order in Edit Order mode and select tags from the Order Tag dropdown.

Filtering by tags: Navigate to Orders > Tags to view all your tags and click any tag to see orders with that tag. You can also filter by tags in Search Orders.

❓ How do I organize and find orders?

Pulse Commerce provides multiple ways to search for and organize orders:

Search for orders by criteria:

  • Go to Orders > Search Orders
  • Enter your search criteria in the Search In section
  • Click Search

View orders by Status:

  • Go to Orders Status
  • Click on any order status option (Pending Approval, Warehouse, Picked, etc.) to see orders in that state

View orders by Tags:

  • Go to Orders Tags
  • Click on a tag to see all orders with that tag

View completed orders via reports:

  • Go to Reports Sales by Daily Summary to see order information by date
See Also: For advanced search techniques and exporting order data, see the How to Search, Organize and Export Orders article.
❓ What are the default order statuses and how do I create custom order tags?

Default System-Generated Statuses:

  • Pending Approval
  • Warehouse
  • Picked
  • Packed
  • Partially Shipped
  • Shipped
  • On Hold
  • Cancelled

To create custom Order Tags:

  1. Go to Settings > Manage Tags
  2. Enter the Tag Name
  3. Select Sales Order from the dropdown menu
  4. Click Edit to select a color for the tag
  5. Click Add New Tag

Custom tags allow you to categorize orders beyond the default statuses for better organization and filtering.

❓ Why are orders going to Pending Approval status?

When Orders are received they will go to Pending Approval status by default. 

If you would like orders to skip Pending Approval and go right to the Warehouse status, update the "Auto Approve Sales Order" setting under Settings > General Settings. 

❓ How can customers track their order status?

Orders progress through status stages as they are fulfilled, and customers can be automatically notified at each stage:

Order Status Progression:

  • Pending Approval or Warehouse - Initial order entry
  • Picked - Items collected from warehouse
  • Packed - Items prepared for shipment
  • Partially Shipped - Some items shipped (for multi-package orders)
  • Shipped - Order complete and shipped
  • On Hold - Order requires attention before processing
  • Cancelled - Order cancelled

Automatic Email Notifications:

  • Set up automatic emails to notify customers when order status changes
  • When an order is set to Shipped status, the system can automatically include the tracking number in the notification email
  • Customers can use the tracking number to monitor their shipment with the shipping carrier

Custom Tags: You can also create custom Order Tags and configure automatic email notifications based on email templates for additional status updates.

❓ What is the Order Type, and how does it apply to my orders?

Order Type indicates how an order was placed on your store. Every order is automatically assigned one of these types:

Web Store:

  • Orders placed through the front end of the website
  • This includes orders placed by administrators using the Log in as Customer feature, since they're placed on the front end

Phone Order (MOTO):

  • Orders placed by a representative on behalf of the customer through the admin panel
  • Stands for "Mail Order/Telephone Order"

Walk-In:

  • Orders completed via the POS (Point of Sale) module
  • Used for in-person purchases at physical locations

Order Type helps you track and report on which sales channels are generating orders.

❓ What are Sales Channels and how are they different from Order Type?

Sales Channels identify the specific marketplace or platform where an order originated, while Order Type indicates the method of order entry (web, phone, POS). Both are automatically assigned by the system.

Common Sales Channels:

  • Web Store Order: Customer placed order on your storefront
  • Phone Order: Order placed via admin panel by your team
  • eBay/Amazon: Orders imported from marketplace integrations
  • Walk-In: ePOS or in-person store orders
  • Custom channels: Integrations with other platforms (Shopify, WooCommerce, etc.)

Example of the difference:

  • An eBay order has Sales Channel: eBay and Order Type: Web Store
  • A phone order has Sales Channel: Phone Order and Order Type: Phone Order (MOTO)

Why this matters: Sales Channels help you track performance across different marketplaces and sales platforms, while Order Type helps you understand how orders are being entered into the system. You can filter reports and search orders by either attribute.

❓ What is an Incomplete Sales Order?

Incomplete orders are draft orders saved using Save For Later during order creation in the admin panel. They exist in the system but are not active, finalized orders.

Characteristics of Incomplete Orders:

  • Customer is not charged
  • No confirmation email is sent to customer
  • Inventory is not allocated or reserved
  • Not available for picking, packing, or fulfillment
  • Can be edited, completed, or deleted later
  • Do not appear in standard order lists or reports

Common uses for Incomplete Orders:

  • Saving complex orders while gathering customer information
  • Creating order quotes for customers to review before finalizing
  • Testing order workflows without affecting inventory or generating actual orders

To find Incomplete Orders: Navigate to Orders > Sales Orders > Search Incomplete Orders

What happens when you Finalize: When you click Finalize on an incomplete order, it converts to an active order: payment is processed (if configured), order status changes to Warehouse, confirmation email is sent, inventory is allocated, and the order becomes available for fulfillment.

❓ What's the difference between Payment Status and Order Status?

Payment Status and Order Status are independent attributes that track different aspects of an order. Understanding the difference is critical for preventing shipping unpaid orders.

Payment Status:

  • Indicates whether payment has been received
  • Values: Paid, Unpaid, Pending, Failed, Partially Paid
  • View in the Payment History tab of any order
  • Updated when payments are received, refunded, or reversed

Order Status:

  • Indicates where the order is in the fulfillment workflow
  • Values: Warehouse, Picked, Packed, Shipped, etc.
  • View at the top of the order details page
  • Updated as the order progresses through fulfillment stages

Important scenarios:

  • An order can be Warehouse status but Unpaid (payment pending or failed)
  • An order can be On Hold status but Paid (waiting for inventory or review)
  • Always check Payment History tab before shipping to verify payment was received
Critical: Order Status does not automatically indicate Payment Status. Always verify payment in the Payment History tab before fulfilling orders.
❓ How do I change order status from unpaid to paid?

If an order is already paid but showing as unpaid in the system (payment received offline, through external gateway, or cash/check), you can manually mark it as paid:

  1. Open the order
  2. Navigate to the Payment History tab
  3. Click Mark as Paid or Add Payment
  4. Select the payment method (Offline Payment, Check, Cash, Wire Transfer, etc.)
  5. Enter the payment amount and date received
  6. Add any reference notes (check number, transaction ID, etc.)
  7. Click Apply Payment or Save
Critical: Use Mark as Paid ONLY when payment was received outside the system (cash, check, wire transfer, external payment processor). This does NOT charge the customer's credit card - it only updates the payment status in Pulse Commerce to reflect a payment you've already received.

When to use this feature:

  • Customer paid by check and you've deposited it
  • Customer paid cash in person
  • Payment processed through external system (phone payment, separate payment processor)
  • Wire transfer received and confirmed by your bank
❓ How are returns (RMAs) handled?

Returns (RMAs) can be created in two ways, depending on whether they're linked to a specific order:

Creating a return from an existing order:

  1. Navigate to the order via Orders or Customer tab
  2. Click the Authorize Return button (at top or bottom of shipped order)
  3. This return is linked to the order and can only include items from that order

Creating a return not connected to a specific order:

  • Go to Orders > Create New Return Authorization and select the customer
  • OR go to Customers Search Customers, select the customer, then Return History tab > Create New Return
  • These returns can include any SKUs and aren't tied to a specific order

Configuring refund amounts:

  • Shipping charges reduce the refund (remove if offering free returns)
  • Handling/Restocking Fees reduce the refund
  • Credits can offset or increase the refund
  • Tax increases the refund

Processing the return:

  1. Generate a shipping label (Manual or Integrated) and send to customer
  2. When package arrives, click Receive Return
  3. Select the SKUs and quantities received, then Save Changes
  4. The specified quantity is added back to your warehouse inventory
Note: For complete RMA workflow details including payment refunds and label generation, see the How to Process Returns and RMAs article.
❓ How can I assign a Sales Rep to an order?

Sales Reps can be assigned to orders in three ways:

1. Automatic Assignment (MOTO Orders):

  • When a Sales Rep places an admin panel MOTO (Mail Order/Telephone Order), they are automatically assigned to that order

2. Manual Assignment:

  • Admin users with appropriate permissions can edit any order to modify or add a Sales Rep assignment
  • Go to the order, click Edit Order, and select the Sales Rep from the dropdown

3. Admin Orders Using "Log in as Customer":

When an admin logs in as a customer to place an order, the Sales Rep assignment depends on your site configuration:

  • Option A: The admin user becomes the Sales Rep
  • Option B: The customer's assigned Sales Rep is used, regardless of the admin user
  • Option C: Even if the customer has an assigned Sales Rep, the admin user becomes the Sales Rep for this order
Configuration Required: Options for "Log in as Customer" Sales Rep assignment must be configured by Pulse Commerce Support. Please open a support ticket to adjust this setting.
❓ How do I bulk email POs to a vendor?

You can send multiple Purchase Orders to a vendor simultaneously:

  1. Go to Vendor Purchase Orders Search
  2. Multi-select the Purchase Orders you want to send (up to 50 POs at a time)
  3. Click the bulk email action
  4. The system will send the default email template with the Purchase Order Summary attached to each vendor
  5. A confirmation page will display with details about the selected purchase orders
Limit: You can only send up to 50 POs at a time. For larger batches, repeat the process in groups of 50.
❓ My Sales Order numbering sequence jumped; what could be the cause?

Order number sequence gaps are a normal and expected behavior of the system's protective measures.

Why this happens:

  • When database server maintenance, updates, disaster recovery tests, or backup jobs run, Pulse Commerce may increment the order sequence
  • The sequence jump prevents potential conflicts during database operations

Impact:

  • There is no negative impact to your site or order processing
  • All orders are tracked correctly in the system
  • The sequence gaps do not indicate missing orders

This is known, correct behavior and does not require any action.

❓ How do Product Changes Affect Customer Shopping Carts on my Storefront

When you modify products in the admin panel—changing prices, updating inventory, deleting items, or adjusting options—the system automatically synchronizes these changes with existing customer shopping carts. This article explains what happens to items already in customer carts when you make changes to your product catalog. 

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