Open any order from Orders to see its page: the items, payment, timeline, customer and where the order came from. Every action on that page acts on the real order — nothing is a preview.

​
Actions at the top of the page

​
Refund

Refund appears while there is captured money left to return. It opens the refund form for this order; the refund is sent back to the buyer’s original payment method and recorded on the order’s timeline and transaction list.

​
Return

Return appears on fulfilled orders — an item has to have shipped before it can come back. Choose the items coming back and, for each one:
  • Quantity — up to what is still returnable. Items already on a requested, open or closed return count against the quantity ordered; a declined or canceled return gives its quantity back.
  • Reason — why the buyer is returning it.
  • Restock — whether the item goes back into stock.
The return opens as requested. Approve it, add return tracking and close it from Returns.

​
Print

Print → Order invoice or Print → Packing slip opens your browser’s print dialog with just the document, on a white page, ready to print or save as PDF.
  • The invoice shows your store, the order number and date, bill-to and ship-to, every line with its price, the totals, what was paid and anything refunded.
  • The packing slip shows your store, the order number and date, the ship-to (or pickup location), and every line with its SKU and quantity — no prices.
Your store’s name and email come from your store settings, and the address printed under them is the organization address in Settings → Billing → Profile. If a value is not set, that line is left off rather than filled in.

​
More actions

  • Duplicate — creates a new draft order with the same catalog items, the same customer email and ship-to, at the prices charged on this order. You land on the Drafts tab to review it and send the invoice. A line that is not linked to a catalog variant cannot be re-priced from your catalog and is left out; you are told when that happens.
  • Archive / Unarchive — moves the order out of, or back into, your open orders.
  • Re-route to supplier — for an open, unfulfilled order, sends its fulfillment to the supplier now assigned to its products.
  • Cancel order — for an order that has not been fulfilled. You confirm first, and can record a reason.

​
The items

Each item’s name links to that product in your catalog. An item that no longer has a product — for example a deleted product — is shown as plain text.

​
Notes and tags

  • Notes — click the pencil to add or change the order’s note (up to 2,048 characters). Notes are for your team; the customer is not notified.
  • Tags — add or remove tags (up to 50, each up to 100 characters) to group and filter orders. Tags are matched without regard to case, so VIP and vip are one tag.

​
Customer

  • The customer’s name opens their customer profile when a customer in your store has the order’s email address.
  • Message customer (the speech-bubble icon) opens a new support email to the customer, addressed and titled with the order number. Once it is sent, Open conversation takes you to the thread in Support.
  • Shipping address — click the pencil to correct it. If the order has already been sent to a fulfillment provider, the change is sent there too, or you are told why it could not be.
  • Billing address is shown when checkout recorded one. It reads “Same as shipping address” only when the two actually match.

​
Payment status

The status next to the order number is the order’s payment status — Paid, Refunded, Partially refunded, Pending and so on — the same status shown on the payment card.

​
Fraud analysis

The Fraud analysis card at the top of the sidebar tells you whether the order looks like fraud before you ship it. Read it before you fulfill: once a parcel has left, a chargeback costs you the goods as well as the money. The card lists what PlatformDTC checked, in plain language:
  • whether the card was issued in the same country as the delivery address
  • whether other orders came from the same IP address, or used the same card, in the 24 hours around this order
  • whether the customer has ordered from you before
  • whether the card is a type that draws most of your store’s fraud reports
  • whether the card’s bank has already reported the payment as fraud, or a chargeback is open
The card’s country is shown for context only: on our stores, cards issued in another country drew fewer fraud reports than local ones, so it never raises the level on its own. The IP, card-reuse, customer-history and card-type checks decide the order’s risk level. It is PlatformDTC’s own verdict on how the order looked, and a fraud report or chargeback that arrives later does not change it. Those appear on the card, and the order also shows on the Warning tab or under Disputes. A payment the card’s bank verified with 3D Secure is never Highest, even with two warnings: it shows Elevated at most, so Cancel and refund Highest-risk orders does not cancel it. The card shows The card’s bank verified the shopper with 3D Secure. A stolen card cannot pass the bank’s check, and a fraud chargeback on that payment is the bank’s loss. For the same reason, the same customer’s 3D Secure-verified orders on a card don’t count as the card being reused. The same level appears in the Risk column of the order list, and you can filter and sort the list by it. The level updates automatically when something changes, such as a later order from the same IP address or card, or an edited delivery address. If Cancel and refund Highest-risk orders is on, the same action (refund, block the card and email, cancel the customer’s subscriptions) also runs on any order whose card’s bank reports fraud or opens a chargeback, whatever its risk level. Checks that could not run are listed under Could not be checked. That means we could not look, not that we looked and found nothing.

​
Require 3D Secure on risky card payments

Turn this on in Settings → Automation. Checkout then asks the card’s bank to confirm the shopper (3D Secure — usually a code or an approval in the banking app) when:
  • the same card already paid an order on your store in the last 24 hours
  • this email paid before with a different card
  • two or more payment attempts were declined earlier in the same checkout
Apple Pay and Google Pay are never asked; the device has already confirmed the shopper. A stolen card cannot pass the bank’s check, and a fraud chargeback on a payment the bank confirmed is the bank’s loss rather than yours. It does not stop every fraud report: a cardholder who passed the check can still report the charge later. Some real customers leave at the check, so the Automation screen shows how many checkouts were asked and how many went on to pay. Orders that were asked show 3D Secure was requested at checkout on the Fraud analysis card, with the reason.