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# Shop orders: store orders, manual orders, review and release

||| **Not live for everyone yet.** The Shop is rolling out to a closed pilot first, so some accounts don't see it yet.

The **Orders** tab (`/panel/shop/orders`) is every order you sell, in one list: from Etsy, Shopify and WooCommerce, from the API, and the ones you type in yourself. Each order keeps its store and order number, when it was placed and when it's due, and four separate answers: is it paid, is everything mapped, how far is production, and has it shipped.

This article covers how orders arrive, creating one by hand, the order list and the order page, linking an order's lines, releasing to the print queue, what happens when the store changes an order, and holding, cancelling and reopening.

|| The Shop is part of the Print Farm and Enterprise plans. Seeing orders needs **Access the Shop and see orders**. Creating, editing, releasing, holding and cancelling them needs **Manage orders**. Deleting needs **Delete orders**.

## Table of contents
- How orders arrive
- Creating an order by hand
- The order list
- The order page
- Linking an order's lines
- Releasing an order to the print queue
- When the store changes an order
- Holding, cancelling and reopening
- Due dates
- Related articles

## How orders arrive
Orders reach the Shop in three ways, and they all end up in the same list:

- **From a connected store.** Each store's import rules decide how. With **Choose orders manually**, you pick orders with **Import orders**. With **Automatically import eligible orders**, new orders placed from the chosen start date arrive on their own. By default only paid orders with unfulfilled items come in. See [Connecting a store to the Shop](https://help.simplyprint.io/en/article/connecting-a-store-to-the-shop-guided-setup-import-rules-and-what-is-shared-ss2u94/).
- **By hand**, with **New order**.
- **Through the API**, for your own website or system.

When an order arrives, each line is checked against the store's printing rule (for example, the product tag `3d-print`). Lines that need printing are matched to their product's mapping. Lines that don't (a light bulb, a digital download) stay on the order and are packed with it. An order mixing both is held for review or carries on, depending on the store's **Orders containing non-print items** setting.

Importing an order never starts a print.

## Creating an order by hand
Creating an order by hand is a normal way to use the Shop: phone orders, invoice customers, a market stall, a one-off custom job. Choose **New order** on the Overview or Orders tab.

1. **Customer**: search your customers, or add a new one by name and email. **Create customer with full details** adds addresses and phone.
2. **Order lines**: **Add products** from your catalogue, or add a **Custom item** for a one-off request. Set quantity, unit price and any line discount, and add line notes.
3. **Amounts**: choose the order currency, then add shipping, discount and tax for the whole order, or **Enter the total by hand**. Leave tax out if it's already in the prices. No currency conversion is done.
4. **Details**: an order number (auto-generated if blank), customer reference (such as a PO number), due date, brand, queue group, order notes, and **Assignees and labels**.
5. **Save draft**.

An item with nothing to print from yet can be linked on the order after saving. The order then goes through the same release, production and shipping as a store order.

![The New order dialog: an existing customer, two catalogue lines and an Engraved name plate custom item, the payment subtotal and total, and Save draft](https://storage.crisp.chat/users/helpdesk/website/-/f/f/2/2/ff22a914001c1000/03-shop-orders-shopneworder_d6euxz.png)

## The order list
The list shows the order number with the store's logo and name, when it was ordered, the order status, value, payment, customer, how many lines and units, print time, mapping, production progress, where its pieces are, workflow stage, shipment and due date. Some columns start hidden to fit a laptop screen; the column picker brings them back, and your choice is remembered.

Filter by placement date, store, payment, shipment, Shop labels, assignees and product. Arriving from a product's page filters by that product. Sort by number, value, payment, shipment, due date or status. The newest orders come first.

Select orders to act on several at once:
- **Release**: release mapped orders to the print queue
- **Assignees and labels**
- **Mark as paid**: record a payment received elsewhere
- **Print labels**: order slips for the selected orders
- **Cancel orders**
- **Delete**: only for orders that haven't been released

Order status reads **Open** for a store order that hasn't been released, **Draft** for a manual order still being written, then **Action needed**, **Released**, **Complete** or **Cancelled**, with **On hold** and **Cancelled in store** shown on top.

![The Fernwood orders list with Shopify, Etsy and WooCommerce orders, the Order status, Payment, Mapping and Production columns, and a mix of Open and Released orders](https://storage.crisp.chat/users/helpdesk/website/-/f/f/2/2/ff22a914001c1000/03-shop-orders-shoporderslist_xoh6hr.png)

## The order page
Open an order to work on it. The header shows its number and store, when it was placed, the shipping country and the due date (red when it's due today or overdue, amber in the last fifth of the time it had). The **Previous order** and **Next order** arrows step through the list with your filters kept.

The order page has three tabs:

- **Summary**: the lines, with what each is made from and the buyer's choices and paid add-ons; the customer and addresses; payment; order notes; and **What is ahead**: how many prints, print time, filament, print cost, and an estimated finish once it's in the queue. Where the pieces are (which tray or shelf) shows at the top of the right column.
- **Production**: every item being made, its prints and their progress, finishing steps, and **Add an item to produce** or **Reprint**. See [Production work](https://help.simplyprint.io/en/article/shop-production-work-the-work-page-clearing-plates-trays-and-finishing-steps-cvy4nw/).
- **Pack & ship**: where the pieces are, the packing checklist, who it goes to and the tracking number. See [Packing and shipping](https://help.simplyprint.io/en/article/shop-packing-and-shipping-pack-ship-and-mark-orders-shipped-in-your-store-69j2j7/).

The **...** menu has **Edit order**, **Hold order**, **Record payment or refund** and **Cancel order**. **Packing slip** opens a customer-facing packing document.

![A Fernwood Shopify order's Summary tab: What is ahead with prints, print time, filament, cost and estimated finish, the order line, and the Release button in the header](https://storage.crisp.chat/users/helpdesk/website/-/f/f/2/2/ff22a914001c1000/03-shop-orders-shoporderpage_1xw30b.png)

## Linking an order's lines
An order line needs to know what makes it. Usually its product's mapping answers that. When it doesn't, the line shows **Needs mapping** and the order waits under **Needs you**.

From the line, **Choose a Project or file**. For a store variant, choosing a Project also makes it that variant's mapping, so later orders map themselves; keep **Also use this for future orders of this variant** ticked. **Use a file** attaches a one-off file for this order only, without adding it to your catalogue.

Each line also has a print decision. **Change print requirement** switches one line between needing printing and not (with a reason), or back to the product's default, without touching its price or quantity.

## Releasing an order to the print queue
**Release** is the moment an order becomes print work. It is offered on an order that is open, not on hold, has nothing waiting for review, and has every printed line mapped.

Releasing:
1. Freezes what each line is made from, so editing the Project later doesn't change an order already in production.
2. Adds the print work to your [print queue](https://help.simplyprint.io/en/article/the-print-queue-manage-schedule-and-automate-your-prints-1syc86o/), in the order's queue group. A Project variant sliced as two plates becomes two print files.
3. Starts the order's workflow, and one for each item, if you use Workflows.

Release doesn't change payment or shipping, and printing follows your normal queue settings and [AutoPrint](https://help.simplyprint.io/en/article/autoprint-put-your-printers-on-autopilot-1hssb9u/).

**Releasing several at once.** Select orders in the list and choose **Release**. Only mapped open orders are released; the rest are left.

**Letting a store release orders itself.** A store with **Automatically queue mapped orders** releases each order as soon as it arrives fully mapped, or as soon as its last mapping is approved. **Only queue orders that are paid** (on by default) holds unpaid orders back. Holds, cancellations, missing mappings and queue-group access are all checked the same way they are when a person releases.

**Products that aren't sliced yet.** A line made from a sliced Project variant releases as it is. One plain model can go to the queue unsliced and be sliced there; the order shows **Awaiting slice** until it is. Whether that's allowed is the store's **When nothing has been sliced yet** setting: **Put it in the print queue**, or **Hold the order until it is sliced**. Sets, parts, scaled sizes and colourways have to be sliced in Projects before the order can be released.

**Stock first.** An order with stock reserved or dispatched for it can't be released in full yet; releasing only what's still missing isn't available yet. See [Shop inventory](https://help.simplyprint.io/en/article/shop-inventory-stock-items-movements-reservations-and-minimum-stock-rf2gge/).

## When the store changes an order
Stores change orders after they arrive: a refund, a cancellation, a changed address, an extra line. The Shop never applies those changes behind your back. The order shows **Source update needs review** with what changed, and releasing more work is paused until someone decides. Work already printing carries on.

- **Keep current order** acknowledges the change without applying it. Nothing is sent back to the store.
- **Review print requirements** applies the store's new answer about which lines need printing, line by line.
- **Review customer contact changes** applies a new name, email or phone to the customer, field by field.
- **Review store cancellation** cancels the order's remaining work here. Running prints finish, and print history and money stay as they are.
- **Move to Shipped** is offered when the store marked the order fulfilled itself, for example because you bought the label there.

**Refunds.** What a store refund does is the store's **When the store refunds an order** setting. With **Pause its queued prints** (the default), prints of the order that haven't started are paused so nobody prints a refunded order. A line refunded in full pauses only that line. The order then offers to remove the work from the queue or **Resume printing**. A line refunded in part is flagged for review, never reduced on its own. With **Only flag it for review**, nothing is paused.

SimplyPrint never refunds money to a buyer. Money moves in the store, and the Shop learns about it.

## Holding, cancelling and reopening
From the order's **...** menu, each with an optional reason:

- **Hold order** pauses the order's pending production. Prints already running continue. **Resume order** removes the hold.
- **Cancel order** cancels the remaining pending production. Running printers are not stopped, print history is kept, and the recorded amounts stay, with no refund. You can also cancel a single line.
- **Reopen order** brings a cancelled order that was never released back for review, with its mappings and amounts. An order with production history can't be reopened yet.

None of these change the order in your store. To cancel or refund it there too, do it in the store.

**Record payment or refund** records a payment or refund received elsewhere, such as an invoice paid by bank transfer. It never charges a customer or changes the store.

## Due dates
An order's due date is what sorts it under **Overdue** and in the lists. A store's own deadline (such as **Fulfil by** or **Deliver by**) shows on the order. For orders without one, **Settings > Shop > General > Automatic due dates** can give new orders a due date a set number of calendar days after they were placed (0 is the same day), at the end of that day in your account's time zone. Existing orders and due dates you set yourself are never changed.

## Related articles
- [The Shop: run your 3D printing orders from store to shipped](https://help.simplyprint.io/en/article/the-shop-run-your-3d-printing-orders-from-store-to-shipped-11v71lf/)
- [Shop products: map store products to Projects, variants and CSV import](https://help.simplyprint.io/en/article/shop-products-map-store-products-to-projects-variants-and-csv-import-mpv1bf/)
- [Shop production work: the Work page, clearing plates, trays and finishing steps](https://help.simplyprint.io/en/article/shop-production-work-the-work-page-clearing-plates-trays-and-finishing-steps-cvy4nw/)
- [Shop packing and shipping: pack, ship and mark orders shipped in your store](https://help.simplyprint.io/en/article/shop-packing-and-shipping-pack-ship-and-mark-orders-shipped-in-your-store-69j2j7/)
- [Connecting a store to the Shop](https://help.simplyprint.io/en/article/connecting-a-store-to-the-shop-guided-setup-import-rules-and-what-is-shared-ss2u94/)
- [The print queue: manage, schedule and automate your prints](https://help.simplyprint.io/en/article/the-print-queue-manage-schedule-and-automate-your-prints-1syc86o/)
- [Queue groups: organize your print queue by printer or purpose](https://help.simplyprint.io/en/article/queue-groups-organize-your-print-queue-by-printer-or-purpose-gst89r/)