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Manage Square Online Orders

When working with orders from your online store, 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 manage individual orders:

  1. Go to your Square Online Overview page

  2. Select Orders

  3. Click on the order you want to edit.

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

  2. Select Orders

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

  4. Click Mark As Shipped.

  5. Select a shipping carrier or Add New if you haven’t added one yet.

  6. Enter a tracking number (optional).

  7. Click Mark as Shipped in the upper right when done.

The customer will receive an email once you’ve completed this process or toggle email notifications 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. Just remember to 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

  2. Select Orders

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

  4. Click 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. Just remember to 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

  2. Select Orders

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

  4. Click Cancel Items.

  5. Select to refund some or all of the purchase price and 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 canceling some of them.

To refund an order without canceling

  1. Go to your Square Online Overview page

  2. Select Orders

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

  4. Click Cancel Items.

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

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

  7. Click Refund in the upper right 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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