Manage orders and fulfillment

Order and fulfillment tracking connects purchase activity to customer follow-up and team work.

Review new orders

1. Open Commerce, Payments, or the customer record.
2. Check order details, payment status, customer notes, and delivery requirements.
3. Assign fulfillment work when another teammate owns the next step.

Update status

1. Use statuses such as new, in progress, fulfilled, canceled, refunded, or blocked.
2. Add notes when fulfillment needs context.
3. Notify the customer when status changes matter.

Improve operations

1. Review delayed or blocked orders regularly.
2. Update offer copy when customers misunderstand what they bought.
3. Use reports to understand which offers need attention.

Good to know

• Fulfillment status should match what the team can see.
• Use tasks for handoffs.

Use this guide as a starting point, then adjust the setup to match how your team actually works with customers.