Orders

Overview

Each Duda order has a payment order state and a fulfillment order state.

Awaiting Payment The "Awaiting Payment" state indicates that the order was placed successfully, but you haven't received any funds yet. All the orders places by offline payment methods (such as Phone ordering, Wire Transfer, etc) get this status by default.
Paid The "Paid" state indicates that you have fully charged the customer for an order. All the successful orders placed using payment gateways. E.g. Authorize.Net, PayPal, Google Wallet (ex-Google Checkout), etc get this status by default.
Cancelled The "Cancelled" state indicates that gateway's effort to authorize or charge the customer's credit card has failed and/or the merchant has canceled the order.
Refunded The "Refunded" state indicates that the payment for the order has been credited back to the buyer. Please note, that it only changes the order status in Duda. To refund the customer you should transfer the appropriate amount to the customer account from your payment gateway or bank.
Awaiting Processing It is the default fulfillment state for all the new orders.
Processing This state indicates that you are in the process of filling the customer's order.
Shipped It indicated that you have already shipped the order.
Delivered Indicates that the order has been delivered.
Will not deliver The "Will not deliver" fulfillment state indicates that you will not ship the items to the customer.
Returned The "Returned" state indicates that the order has been returned to the seller.

If the order statuses you see in your Duda control panel or on our forums are different, please, refer to this article for the explanation: Improved order statuses.

The 'Unfinished Sales' page in Duda control panel lists all the ordering attempts when the customer did not complete the payment for an order, including the cases like:

  • returning from checkout steps back to the shop to add or review their cart,
  • customer has changed his/her mind on the whole idea of buying something.

Each line in the unfinished sales table contains short description of an order (date, total cost, payment method, cart contents), a customer email (so you can contact customer to find out why s/he hasn't finished the order) and the 'Place this order' button. When you click that button, the selected order is placed in the regular orders list, it is marked with a 'Awaiting Payment' status and the order notifications is sent to a customer (like for the new orders). But, of course, Duda doesn't automatically charge a customer credit card in such a case, i.e. you will need to charge a customer manually. It is also important that an unfinished order does not lock the items bought - the stock quantities are only decreased as soon as a complete order gets a 'Awaiting Payment' or 'Paid' status.

Duda itself does not collect or store any money for sales made to your customers. It just helps you sell your products and charge your customers, all sales are going directly to your payment gateway's account. So you will need to contact your payment gateway (for example: PayPal) to have your money transferred to your bank, if it is not set up to do so automatically.

If you haven't set up any payment gateway yet, please select one from the list and then follow the instructions.

Please note, that if an order was placed using a so called "offline" payment method (for example "Phone ordering" or "Pay by check", such methods have the "Offline" type in the control panel), then Duda just creates a new order in the database and stores customer`s data. No actual charges are made, so you need to contact your customer to get your money.

By default, order ID's are the numbers starting from 1, which are incremented for each order.

The Order ID can be changed on the "System Settings → General → Cart" page, (the "Order Settings" section).

Also you can add a prefix or suffix to your IDs, so they can look like “MY-STORE-1000-2011″. Where “MY-STORE” and “2011″ are prefixes/suffixes set up in your Duda backend. For example, this feature is helpful if you have numerous Duda stores and want to differentiate your orders.

So basically your Order ID has the following format: PREFIX-NUMBER-SUFFIX

where, PREFIX and SUFFIX are static parts and can be empty. NUMBER always remains and is increased incrementally with each order automatically.

You may notice the missing order ids on the Sales page. E.g. you have order #10, the next order has the #14 ID and there are no #11, #12, #13 orders.

Such missing order IDs appear when your customer starts to checkout and doesn't finish the transaction. For example if you use PayPal Standard payment gateway and customer is redirected to PayPal, but doesn't pay, Duda will create a hidden "incomplete" order which isn't shown in the 'Orders' table. Such orders are listed under the 'paid users only). So just ignore these missing IDs, it isn't an issue.

In order to assign a tracking number to an order, perform these steps:

1. Log in to your Duda control panel and open the Sales tab.

2. Click the "Ship >>" button near the necessary order.

3. Enter the necessary tracking number and save the changes. A customer will get a notification with this number.

If you want, you can modify or translate the text of such notifications.

Note: if you do not see the 'Ship' button on the order details page, it most likely means that the order doesn't have a shipping method assigned, which happens when the ordered items don't require shipping. Each product has a setting 'This product requires shipping' on the product page, in Duda control panel, Catalog -> Product. By default this setting is enabled for every product. If it's disabled, the product is considered virtual in Duda, that is why it doesn't allow assigning a tracking number for the orders - there is nothing to ship thus nothing to track. You need to make sure the products have this setting turned on. 

Yes, Duda sends the tracking code and URL in notifications to your customers.

If they don't get them, then first of all, please check if the "Order shipped" notifications are enabled in Duda control panel -> System Settings -> Mail page. Then check the content of these notifications, they should have this code:

-- Order tracking --
START TRACKING_URL
You can track your order using the following URL: %trackingURL%
END TRACKING_URL
The order tracking number is %trackingNumber%

When you use user-defined shipping, Duda actually doesn't know what shipping carrier you use for it and doesn't include a tracking URL in emails. Only a tracking number is included. So, you will need to add such a URL to your notifications manually.

Replace the code above with this one:

-- Order tracking --
You can track your order using the following URL: http://wwwapps.ups.com/tracking/tracking.cgi
The order tracking number is %trackingNumber%

Feel free to replace the UPS tracking URL with any other one.

If you need to print the order information, you can do that from Duda control panel --> Sales. You can do that either for each sale individually - by clicking "Print invoice" button next to each product in the sales list - or for a few orders in batch, by putting the checkmark next to each order you want to print and clicking "Print selected" button.

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