Managing Shopify orders

Web orders (Sales > Web orders) bring together all orders coming from your online channel: Shopify orders (web and POS), dropshipping orders, Click & Collect orders, in-store pickup orders. This section describes how they arrive, how to process them day to day, and how to handle special cases (modification, cancellation, refund, return).

Good to know — Store sales (in-store till) are managed in a separate section, accessible via Sales > Store sales. It works in much the same way as described here.

How orders come in from Shopify

As soon as an order is confirmed on Shopify (payment received, cart converted), Shopify immediately sends a notification to the ERP containing all the relevant information:

• Shopify order number.
• Customer (name, email, billing and shipping addresses).
• Order lines (variants, quantities, prices, promotions applied).
• Shipping fees, chosen shipping method, carrier if already known.
• Source: web or POS.

The ERP then automatically handles:

1. Creation / update of the customer record in the CRM database (matched by email).
2. Creation of the order on the ERP side with its own number.
3. Matching with stock units:

• For a standard web order: the order reserves an available unit (in stock, available for e-commerce) of the right SKU/size. Its status switches to "Reserved online".
• For a POS order: if the internal reference was scanned at the POS, that exact unit is attached.
• For a dropshipping order: no unit is attached — the product will be sourced later.

4. Sending the planned notifications (confirmation email, etc.).

The order appears immediately on the Web orders list and can begin processing.

Good to know — If your Shopify store went down, or if the notification failed to arrive for any reason, you can manually retrieve an order from the kebab menu (⋮ icon) at the top of the Web orders page: option Import a Shopify order, then enter the Shopify order number (#00000).

Statuses and flows

The status of an order indicates its progress through its life cycle. The flow depends on the type of order.

Standard web order

Awaiting payment → Paid → Being prepared → Shipped → Invoiced

Dropshipping order (DS)

Awaiting payment → Paid → Product found → Product verified → Processed → Shipped → Invoiced

The Product found step corresponds to purchasing / selecting a unit from a supplier, Product verified to its authentication, and Processed to the move into actual preparation.

Click & Collect order (reference prefixed CNC)

Awaiting payment → Paid → Click & Collect transit → Available for Click & Collect → Collected via Click & Collect

In-store pickup order (reference prefixed PU)

Awaiting payment → Paid → Shipped to store → Available in store → Collected via in-store pickup

Other statuses

• Cancelled: order fully cancelled (with or without a refund). Final status.
• Awaiting receipt / Return received / Return verified / Refunded: full return flow (see below).
• Awaiting partial receipt / Return partially received / Partial return verified / Partially refunded: partial return flow (on one or several lines only).

"Order processing" button — Platform sales

An Order processing button is available at the top of the Web orders page. It opens the Platform sales screen (Sales > Platform sales), designed to process orders being prepared in bulk.

This screen brings together in one place:

• Shopify web orders ready to be prepared (statuses "Paid", "Product verified", "Processed", "Being prepared").
• GOAT / StockX sales to pick (depending on your activated modules).

Three tabs at the top, depending on your configuration: GOAT, StockX, Web.

The Web tab lists each product to prepare, line by line, with:

• Order number, customer, date.
• SKU, size, location city, internal stock reference to pick.
• A checkbox for bulk picking confirmation.

This screen is the day-to-day production tool: it's what the preparation team uses to scan units at shipping time.

Filters and search

On the Web orders list:

As everywhere in the ERP, filters are cumulative (an "AND" logic) and persist as you navigate.

Actions on the selection

Once orders are checked, at the bottom of the page:

• Export CSV — Downloads a CSV file of the selected orders.
• Move orders to the next status — Advances all checked orders by one step in their respective flow. Handy for bulk-moving a set of "Paid" orders to "Being prepared".
• Delete selection — Deletes the orders (reserved for administrator permissions).

Export

The Export button at the top right of the list exports all orders matching the current filters into a dedicated file. Ideal for reporting or importing into an accounting tool.

Modifying an order

Clicking an order's reference opens its detailed sheet. There you'll find the lines (products, shipping, fees), addresses, status, history, and notes.

Common modifications available from this sheet:

• Update addresses (shipping, billing): the change is immediately sent to Shopify if the order comes from there.
• Add a comment / note: also sent to Shopify (appears in the order's timeline on the Shopify side).
• Edit shipping information (carrier, parcel number, tracking URL): fields available at the "Being prepared" step.

Good to know — An order with the Shipped or Invoiced status is locked for most fields: since the invoice has been issued, the ERP prevents changes that would alter the accounting document. To make a change, you must either cancel the invoice (administrator), or trigger a return or a refund.

Cancelling an order

Cancellation is available via the cancel icon on a list row, or from the order sheet, as long as the status allows it (before shipping, except in special cases). A cancellation popup opens:

1. Select the lines to cancel:

• Check all or some of the products (full or partial cancellation).
• The Shipping line is checked automatically if all products are cancelled.

2. Choose a cancellation reason (required for a full cancellation):

• The customer changed or cancelled the order
• Payment declined
• Fraudulent order
• Items unavailable
• Staff error
• Other

3. Enter a comment (required for a partial cancellation).
4. Toggle Refund on or off:

• Refund enabled: a total amount to refund is shown (sum of the checked lines). Confirm refund button.
• Refund disabled: no refund issued; Confirm full cancellation or Confirm partial cancellation button.

On confirmation:

• The selected lines switch to Cancelled status in the ERP.
• If the order comes from Shopify, a task is added to the Shopify Stack to reflect the cancellation on the Shopify side (and the Stripe / PayPal refund, if applicable).
• The related stock units are released (they return to the "In stock" status and become available for sale again).

Refund (goodwill gesture)

Separate from cancellation, a refund without cancellation is available via the goodwill gesture icon on a line. It's typically used to compensate a customer (late delivery, minor fault…) without cancelling the product.

Goodwill gesture popup:

1. Product concerned: select the target line.
2. Amount to refund (in euros).
3. Comment (optional but recommended).
4. Confirm refund button.

On confirmation:

• A credit note is generated in the ERP (linked to the order).
• If the order comes from Shopify, the refund is sent to the Shopify side, which automatically triggers the bank refund.

Customer return

A return works in several steps: declaration → receipt → verification → refund.

Step 1 — Declaring the return

Return icon on the line. Customer return preparation popup:

1. Check the returned products (one, several, or all).
2. Return reason (required):

• Unknown
• Size too small / too large
• The customer changed their mind
• Item doesn't match the description
• Wrong item received
• Damaged or defective
• Style / color
• Other

3. Total to refund: sum of the checked lines (calculated automatically, editable).
4. Return fee for the customer: pre-filled with the value set in the Shopify settings, editable on a case-by-case basis.
5. Optional — Invoice non-conforming return toggle: if enabled, you enter an amount to invoice and the service to invoice (selected from the list of services). A service invoice is automatically generated for the customer (e.g. "Refurbishment fee").
6. Confirm return button.

On confirmation:

• The order switches to Awaiting receipt (or partial for a partial return).
• A return request is sent to Shopify (which can email the customer a return label if that feature is enabled on the Shopify side).

Step 2 — Receipt

When the parcel arrives, move the order forward to the Return received status (or Return partially received) from its sheet.

Step 3 — Verification

Once the product has been inspected, move it forward to the Return verified status (or Partial return verified). At this step, you confirm (or adjust) the amount to refund. A popup asks you to confirm the units actually returned and accepted.

Step 4 — Refund

Move the order forward to the Refunded status (or Partially refunded). The refund amount and the return fee withheld are displayed and confirmed. On confirmation, the refund is sent to Shopify, which carries out the automatic bank refund.

Good to know — In all cases (cancellation, goodwill gesture, return), if the order comes from Shopify, the ERP is always in control: Shopify receives the instruction and carries out the bank refund. You don't need to take any direct action in the Shopify admin.