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Manage Square Online Orders

When working with orders from Square Online, you can change the status for the entire order, or for individual items within the order. The actions you can take vary by item type and order status. To start:

  1. Go to your Square Online Overview page, and select Orders.

  2. Filter orders by status using the dropdown menu, or use the search option to locate a specific order. Sort by order or fulfillment date for even more targeted results.

  3. Select the order you want to work with.

The available actions will be shown at the top right of the order details page. Below the order details, you can see the billing and fulfillment information, as well as a list of all transactions completed for this order.

Tip: You can filter orders by status using the dropdown menu, or use the search option to locate a specific order.

Mark Items as Shipped

To mark an order as shipped:

  1. Go to your Square Online Overview page, and select Orders.

  2. Select the order you want to mark as shipped.

  3. Select Mark As Shipped.

  4. Choose a shipping carrier, or Add New if you haven’t added one yet.

  5. Enter a tracking number (optional).

  6. Select Mark as Shipped when done.

The customer will receive an email once you’ve completed this process. You can also toggle the email notification option off.

Note: If there are multiple items in the order, and you are shipping only some of them, you can use the checkboxes, or edit the quantity to reflect that. Follow the same steps when you ship the remaining items.

Mark Non-Physical Items as Complete

To change the status of orders with non-physical items to Complete:

  1. Go to your Square Online Overview page, and select Orders.

  2. Select the order you want to mark as complete.

  3. Select Mark As Completed.

Note: If there are multiple items in the order, and not all are completed, you can choose which ones to specifically mark as complete. Follow the same steps when you complete the remaining items.

Cancel or Refund Items

To cancel items:

  1. Go to your Square Online Overview page, and select Orders.

  2. Select the order you want to cancel.

  3. Select Cancel Items.

  4. Select to refund some, or all, of the purchase price, and choose to notify the customer by email.

Note: By default, all items are selected to be cancelled, but you can edit the quantity, or uncheck items, if you’re only cancelling some of them.

To refund an order without cancelling:

  1. Go to your Square Online Overview page, and select Orders.

  2. Select the order you want to refund without cancelling.

  3. Select Cancel Items.

  4. Set quantities to 0 for any items you’re not cancelling, or change the quantity as appropriate.

  5. Enter the amount you would like to refund to the customer. The total amount to be refunded is shown at the bottom.

  6. Select Refund, and confirm you want to continue.

Note: By default, the customer will be notified by email once the refund is completed. You can turn this off before issuing the refund.

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