How to manage orders in Aida AI Website Builder

The Orders section in Aida AI Website Builder lets you manage orders from your Online Shop. This guide explains order and payment statuses and how to manage fulfilment, payments, cancellations, refunds, notes and order history.

Where can I find my orders?
1. Log in to Aida AI Website Builder.
2. Click the Online Shop (store) icon in the navigation panel on the left.
3. Click Orders to open the order overview.
The Orders page shows all your orders, including their order number, order status, payment status, date, customer and total price.

How to filter your orders:

Click Status, Payment or Date on the Orders page, and select the filters you want to apply. This will make it easier for you to find specific orders.
What do the order and payment statuses mean?
Each order has an order status and a payment status. The order status shows whether the order still needs to be fulfilled, while the payment status shows the state of the payment.

Order status:
- Unfulfilled: The order still needs to be collected, shipped, or, for digital products, sent by email.
- Ready for pickup: The order was prepared for a local pickup.
- Fulfilled: The order has been collected, shipped, or sent by email.
- Cancelled: The order has been cancelled by the merchant.
Payment status:
- Unpaid: No payment has been captured yet.
- Paid: The payment has been received manually or recorded via Shore Pay.
- Partially refunded: Some of the paid amount was refunded (only via Shore Pay).
- Refunded: The order has been fully refunded.

How does fulfilment work for physical and digital products?

	Physical products	Digital products
When the order is placed	The order is Unfulfilled. The customer receives an order confirmation email.	The order is Unfulfilled. The customer receives an order confirmation email.
When payment is received	With automatic payment (Shore Pay), the order is automatically marked as Paid. For a manual payment, you need to mark it as Paid after receiving the payment. In both cases, the customer receives a payment confirmation.	With automatic payment (Shore Pay), the download link is automatically emailed to the customer after payment. For a manual payment, mark the order as Paid after receiving the payment. This sends the customer the download link. In both cases, the order is automatically marked as Fulfilled once the download links have been sent.
How the order is fulfilled	Shipping: Ship the order and mark it as Fulfilled. The customer automatically receives a shipping confirmation email. Local pickup: Prepare the order and mark it as Ready for pickup. The customer automatically receives an email. After collection, mark it as Fulfilled.	No further action is needed. Once the order is marked as Paid, it is automatically fulfilled.

Orders with physical and digital products:

Once full payment is received, the digital products are automatically sent to the customer. You still need to fulfil the physical products by following the shipping or pickup process.

How do payments work for orders?

For online payments with Shore Pay, the payment status updates automatically. When the full payment is received, the order is marked as Paid.

For manual payments, such as bank transfers, you need to confirm the payment yourself. Once you have received the payment, edit the order and click the yellow Mark as paid button.

An order can have one of these payment statuses: Unpaid, Paid, Partially refunded or Refunded.
How do I cancel an order?
Currently, orders can only be cancelled by the merchant. Customers need to contact the merchant if they want to cancel it.

To cancel an existing order:
1. On the Orders page, click the three dots next to the specific order.
2. Click Edit in the menu.
3. Click the Cancel order button in the top-right corner.
4. You can add a note to the customer in the cancellation modal. The note will be included in the cancellation email that the customer will receive.
5. Confirm by clicking Cancel order.
Tip: If you sell to customers in the EU, you may need to provide a withdrawal button that allows customers to request the cancellation of an order. See our guide on how to add a withdrawal button.
How do I refund an order?
To refund an already registered payment:
1. On the Orders page, click the three dots next to the specific order.
2. Click Edit in the menu.
3. Under Order details, click Refund in the row for the payment.
4. For physical products, select Return items to stock if needed. Click Mark as refunded to confirm.
How a refund works depends on the payment method used for the order.

Automatic payment: Initiate the refund using the Refund link in the order details. Shore Pay will process the refund. You can refund the full amount or part of it. The payment status will update automatically.

Manual payment: Refund the customer outside the Online Shop, for example, by bank transfer. Marking the order as refunded only updates the payment status of the order.
Can I change an order after it has been placed?

You cannot change the products in an existing order. If the customer wants to change their order, cancel the existing order for them and ask them to place a new order through your website.

If the order has already been paid, refund it separately if needed.
How do I add a note to an order?
To add an internal note to an order:
1. On the Orders page, click the three dots next to the specific order.
2. Click Edit in the menu.
3. Scroll down to the Order history.
4. Add a note in the text field.
5. Click the Add note button that appears.
How do I delete an order?
To delete an existing order:
1. On the Orders page, cick the three dots next to the specific order.
2. Click Delete in the menu. Alternatively you can open the order details and then click the Delete order button.
3. Confirm by clicking Delete.
Note: Deleting an order permanently removes it from the order list. This action cannot be undone.