Running the E-shop
Running the E-shop
This guide is for the people who process orders every day. Everything happens in the Wagtail admin under eCommerce (some sites label the group Shop or Billing).
1. Where things are
- Orders - every order with its status, payment and shipping. The list can be filtered by status, payment method, shipping method, date and country, and searched by number, e-mail, name, company, payment reference or tracking number.
- Customers - one row per e-mail address with order count and total spent.
- Shipping methods - the carriers offered in the checkout, with prices and rules. Edit them here; no deployment is needed.
- Payment events - the log of gateway callbacks (card payments, PayPal, Comgate).
- Promo codes - discount codes and their redemptions (when the promos module is installed).
2. Order statuses
| Status | Meaning | Typical next step |
|---|---|---|
| Awaiting payment | Order placed, money not yet received (bank transfer, or a card payment still pending). | Check the bank account; use Mark as paid. |
| Paid | Payment confirmed (by you or by the gateway). Cash-on-delivery orders can be treated as paid once packed. | Pack and ship; use Mark as shipped. |
| Fulfilled | Handed over to the carrier. The customer received the shipping e-mail with the tracking number. | Nothing - unless a return comes back. |
| Cancelled | Order cancelled before shipping. | Refund if it was paid. |
| Refunded | Money returned to the customer. | - |
| Failed | The payment gateway rejected or abandoned the payment. | Contact the customer or cancel. |
3. Processing an order
- Open Orders. New orders are on top. Click the number (or Inspect) to see everything on one page: items, customer, delivery address, pick-up point, payment details, events and internal notes.
- Bank transfer: the customer got the account number, variable symbol (= order number) and a QR payment code. When the money arrives, click Mark as paid. You can store the bank reference and an internal note. The customer gets a "payment received" e-mail.
- Cash on delivery: nothing to check - pack it and ship.
- Pack the parcel and create the label in the carrier's system (Zásilkovna, PPL, Česká pošta…). For pick-up point orders the point name, address and ID are on the inspect page.
- Click Mark as shipped and paste the tracking number. The customer gets the "your order has been shipped" e-mail with the tracking number and, for pick-up orders, the pick-up point.
- Problems? Cancel order (before shipping) or Mark as refunded (after you returned the money). Both send an e-mail to the customer.
The same buttons are available directly in the order list. Every action can carry an internal note - notes are only visible to staff and are kept with the order.
4. Editing an order
Edit lets you correct the address, contact details, shipping price or status by hand. Changing the status in the form triggers the same e-mail as the action button. Items cannot be changed after the order was placed - cancel and let the customer order again, or agree the change by e-mail and note it internally.
5. Shipping methods
Each row is one option in the checkout:
- Label / description - what the customer sees.
- Price incl. VAT and Free for orders from - the threshold is compared with the cart total incl. VAT.
- Pickup kind - Delivery to address, Zásilkovna / Packeta (map widget), PPL ParcelShop / ParcelBox (map), Balíkovna (map), Pick up in store, or Other (the customer types the point). Pick-up kinds force the customer to choose a point before ordering.
- Cash on delivery allowed and COD fee - the fee is added as a separate line.
- Countries - leave empty for all, or list ISO codes (CZ, SK).
- Active / sort order - hide a carrier without deleting it; order the list.
6. Payments
Payment methods are configured by the developer (bank transfer, cash on delivery, Stripe cards, PayPal, Comgate). Bank details shown to customers come from the site configuration or from the Store identity (billing sites). Card and wallet payments mark the order paid automatically via the gateway callback - you will find the callback in Payment events.
7. E-mails the customer receives
- Order confirmation (with a copy to the shop mailbox) - items, delivery, payment instructions and the QR code for bank transfer.
- Payment received.
- Order shipped - with tracking number and pick-up point.
- Order cancelled / refunded.
Replies go to the shop mailbox. If no mails arrive, check with your developer that the outgoing mail server (EMAIL_URL) is configured.
8. Customer accounts
Customers may order as guests or log in. Logged-in customers see their order history and details under /account/, including the bank details and QR code of unpaid orders. Password resets are self-service (requires e-mail to be configured).