Order Search

What this guide covers

Finds a specific customer order using filters like Order ID, date, or customer name — the primary tool for support agents investigating order issues, issuing refunds, or resending receipts.

Steps

Step 1: Navigate to the Customer Support section using the left-hand navigation menu.

Step 2: Fill in as many search fields as possible to narrow down your results:

Section	Fields	Notes
Order Information	Order ID, Order Date, Store, Order Status	Order ID is the most precise — use it if available.
Delivery Address	Street, City, Postcode	Use to filter by delivery location.
Customer Information	Customer Name, Email Address, Phone Number	Fill in first name, last name, or both.

The more fields you fill, the more accurate your results.

Step 3: Click Search to reveal your results.

Step 4: Your search results appear in a table with columns of order information. You may need to scroll left or right to see all columns. Use the ⋮ (three-dot menu) in the results header to show or hide specific columns.

Step 5: Click the Order Number to open the full order detail view with all transaction information.

Resending Receipts

Step 6: From the order detail view, click the receipt icon or navigate to the receipt option in the menu.

Step 7: A drawer opens. Verify the customer's email address or enter an alternate email if needed.

Step 8: Click Send to email the receipt to the customer.

tip

You can send receipts to an alternate email address if the customer's registered email is incorrect or outdated.

Issuing Refunds

Step 9: From the order detail view, click the refund icon or navigate to the refund option.

Step 10: Select the refund type:

Option	What to do
Full Refund	Refund the entire order amount
Partial Refund	Refund only part of the order — you'll enter the amount to refund

Step 11: Select a Refund Reason from the dropdown (required):

Reason	When to use
Order Error	The order was placed incorrectly
Missing Items	Delivered items were missing from order
Customer Complaint	Customer is unsatisfied for other reasons
Other	For issues not covered above

Step 12: If issuing a Partial Refund, enter the refund amount in the Refund Amount field.

Step 13: Click Issue Refund once the button becomes active (all required fields filled).

caution

Refunds are permanent. Once issued, the customer's payment method will be credited. Verify the reason and amount before clicking Issue Refund.

Navigation Tips

note

On smaller screens, the "Delivery Address" and "Customer Information" sections may not be visible by default. Scroll down or click the section headers to expand them.

note

If you need to adjust your search, click Reset Form to clear all fields and start over.

note

To change result display, click the ⋮ (three-dot menu) in the results header to show/hide columns or adjust results per page (up to 50).

Related guides

• Customer Search

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Part of the Admin Portal Guide · Section: Customer Support