Manage Orders
From receipt to invoice: how to find orders, create and edit them in the backend, set their status, generate invoices, adjust invoices, and process returns as invoice corrections. Including the most important rule of the order process: what you need to do before invoicing and what can only be handled afterward via a correction.
At a Glance
- Orders: under Orders → Orders. The “Edit” tab displays the order, sets the status, and generates documents. The “Change Order” tab modifies line items, addresses, and totals.
- Status: Clicking “Notify Customer” sends an email to the customer; attach documents using the buttons below. Create internal notes by clicking “Add Internal Comment.”
- Invoice: Without a custom numbering range, the document number is the order number. With a custom numbering range, the store assigns the invoice number via a button or when a specific status is reached—and does so exactly once.
- After Invoicing: No further changes to line items, prices, or addresses are allowed; instead, a return with an invoice correction must be processed. The store regenerates the PDF from the current data each time it is accessed.
- Customize documents: Logo, prefixes, footer, file names, and QR code under Settings → Design → Documents; the text for each payment and shipping method is found in the “Documents” tab of an order.
In this guide
Understanding Your Order Summary
You can find all orders under Orders → Orders. Clicking on the order number opens the order.
Search
The search field finds orders by last name, first name, company, email, ZIP code, city, customer number, and order number, as well as by invoice number (the number only, without “RG”), “PO No.”, the external ID, and the payment provider’s transaction number. Searching for “Last Name, First Name” with a comma specifically searches for names; entering “@” searches only within the email field. You can search for items in the “Item No./GTIN” field, and for an order number directly in the “Order No.” field.
Filter
Above the list, you can narrow down results by time period (“Orders from/to”), order status, payment method, shipping method, shipping country, customer group, customer language, and marketplace; if needed, you can also filter by shipping label and pickup location. Under “Additional Filters” → “Order History Filters,” you can find orders that had a certain status at some point or never had one.
Multiple Orders at Once
Select the rows and open “Action for Selected Orders.” Instead of selecting individual orders, you can also enter a range of order numbers there (“or use the order numbers”).
| Action | Effect |
|---|---|
| Change Status | A status change for all selected orders. It works the same as changing the status in an individual order, including an email, invoice number in “Via Status” mode, payment action, and cancellation entry. |
| Documents | Order confirmations, invoices, QR invoices, quotes, delivery notes, or packing lists as a single PDF, sorted by “Document Sort Order.” If a separate invoice number range is in use, the store skips orders without an invoice number. This also applies to label printing by connected shipping providers. |
| Delete | With a prompt regarding stock reversal and bonus points. |
You can process selected orders collectively via “Action for Selected Orders”: change status, combine documents into a single PDF, or delete. Click to enlarge.
The tabs on an order
| Tabs | Purpose |
|---|---|
| Edit | View the order, set the status, enter comments, generate and send documents. Below these are the sub-tabs “Order Details” (Start), “Item Details,” “Order Status,” “Documents,” “Shipping,” “Dates,” “Tickets,” and “Miscellaneous.” |
| Edit Order | Actually modify line items, addresses, and totals. You can change everything listed on the document here. |
| Log (History) | Log of changes to the order, line items, and totals, showing both the old and new values. Visible only to the main administrator account. The store deletes entries older than one year. |
The tab bar of an open order, logged in as the main administrator
Files Associated with the Order
In the open order, the “Files” button uploads internal documents, such as a supplier receipt or a photo. You can open existing files via “View Files.” The customer cannot see these files. To send a file to the customer, use the “Individual File” status.
Analyzing Orders
You can export items, quantities, and sales under Reports → Purchased Products using “Export” as a CSV file that opens in Excel, with or without returns. Reports → CSV Sales Export provides one row per order with net, gross, and tax. Orders → Generate Order List creates a printable list of items and addresses.
Create, copy, and assign orders to customers
Phone and email orders, orders for business customers, or reorders: You can also create orders in the backend.
Select a customer
Under Orders → Create Order or in the “New Order” tab of the order overview, search for the customer and click “Select this customer.”
Order is created
"New Order" creates the order immediately: with the account’s addresses, the default status, the default currency, the account’s language, and the payment method "Invoice," provided it is active.
Fill Out in the Editor
The store opens the order editor. There, you can add products, select shipping and payment methods, recalculate the total, and save by clicking “Update.”
Different Language
The order language is specified in the order editor under “3. Shipping, Payment, Discounts, and Totals” in the “Customer Language” field. Emails, receipt text, and the labels for the total lines are based on this setting. Items you add in the backend will have the product name in your backend language. Check the names for orders in a foreign language.
Duplicate Order
In the action menu for a line in the order overview, “Duplicate Order” creates a copy with a new number and today’s date: same items, totals, and addresses, without an invoice number. Inventory is deducted for the copy. No email is sent.
Assign to Customer Account
In the action menu for a row, the option is labeled “Link to Customer Account” for guest orders; otherwise, it is “Change Assigned Customer.” After clicking “Select Customer,” confirm under “Confirm Customer Account Link.”
The arrow menu for a row leads to “Link to Customer Account” (for guest orders) and “Duplicate Order.” Click to enlarge.
Editing an Order: The Order Editor
You open the editor via the “Edit Order” tab. It is divided into expandable sections. All changes are saved together by clicking the “Update” button at the very bottom.
The sections of the order editor, with order and invoice data above them
The Header: Data and Dates
Above the sections are the order date and time. If you’re using a custom invoice number series, “Invoice Number,” “Invoice Date,” and “Payment Terms” follow. The invoice number is locked as soon as it’s assigned. Under “Scheduling,” you can maintain the “Delivery Option,” “Delivery Date,” “Service Date,” “Shipment Date,” and the scheduled dates. You can specify which of these appear on the documents under Settings → Design → Documents (see Customizing Documents).
Without a custom number range, the header displays only the “Payment Due Date” field—and only if payment methods are selected under “Payment Due Date on the Invoice: Payment Methods.” from 4.9.34
| Section | What you can change here | Typical Reason |
|---|---|---|
| 1. Address Information | Customer, shipping, and billing addresses, including those from the customer’s address book | Typos, incorrect shipping address |
| 2. Products | Add items, correct quantity, price, and tax rate, remove items, initiate returns | Reorder, incorrect quantity entered |
| 3. Shipping, Payment, Discounts, and Totals | Shipping and payment methods, coupons, store credit, currency, customer language, customer group, custom total lines | Change shipping method, grant a discount |
| 4. Downloads | Download files, “Download available until,” “Remaining downloads,” serial numbers. Visible only if “Enable product downloads” is selected under Settings → Checkout → Download. | Customer needs another download attempt |
| 5. Partners | Assignment to a partner in the affiliate program. Visible only if there are partners (without downloads, listed as “4. Partners”). | Assign commission to a partner |
Save
The “Refresh” button at the bottom of the page updates all sections at once. The buttons in the summary section are intermediate steps; they do not replace the “Save” function.
New Order Confirmation
When you click “Send Order Confirmation ” via “Update,” the customer receives the updated order again, with the invoice attached if requested. If a recalculation is still pending, the store does not send an email and asks for confirmation first.
Add, Edit, and Delete Products
In Section 2. Products, you can edit the items in the order.
Add Item to Order
Opens the product selection. You can search by name, item number, or EAN, and select attributes directly. The selection also displays deactivated items and variants so you can replicate orders. If you add a deactivated item, the store displays a warning: “Attention! An inactive product has been added.”
Upload Product List
For larger reorders: a file in CSV, XLS, XLSX, or ODS format containing an identifier (EAN or item number) and, optionally, the quantity per line; if no quantity is specified, the default is 1. After import, the store will label unknown or empty identifiers with a line number. It rejects negative quantities and quantities exceeding one million. from 4.9.85
The “Products” section with the items in the order
The fields for an item
| Field | Meaning |
|---|---|
| Quantity | Number of items ordered. With “Advanced Inventory Management,” you control the quantity via the inventory lines below. The quantity may be 0 or negative; see below. |
| Product | The name as it appears on the document. A change applies only to this order, not to the catalog. |
| Item Number / GTIN | Appears on the delivery note and packing slip; the item number also appears on the invoice. |
| Tax (%) | Tax rate for this item. Must match the country of delivery. |
| Unit | Unit of sale, such as “piece” or “m.” |
| Base Price | The net price per unit, excluding any feature surcharges. Stored with high precision; do not round to two decimal places. |
| Action | Two buttons: Create Return and Delete Item. These are two different processes; see below. The Return button disappears as soon as the entire quantity has been returned. |
Top right: the Action column: Create Return and Delete Item
Negative Quantity as a Credit Line
Before the invoice is issued, you can also record a return directly in the order: Reduce the quantity of the item—to -1 for a credit line—save by clicking “Update,” and answer “Yes” when prompted to recalculate. The store adjusts inventory by the difference. This does not generate an invoice correction. If the invoice has already been sent to the customer, process the return. Between versions 4.7.11 and 4.9.117, the browser rejected a negative quantity when clicking “Update”; in those versions, save by clicking “Recalculate Order.”
Set up variants and additional options for an item in the catalog; see the Product Attributes Guide.
Shipping, Payment, Discounts, and Totals
Section 3—Delivery, Payment, Discounts, and Totals— includes the shipping and payment methods, coupons and credit balances, currency, customer language, customer group, and all total lines for the order.
Total lines and the three buttons at the bottom of the section
Shipping Costs
Under “Shipping Method,” select a configured shipping method; “Recalculate Order” applies its price. With “Custom,” you enter the “Shipping Name,” “Shipping Price (net),” and “Shipping Tax Rate” yourself.
Pickup Location
If there are multiple stores, change the pickup store in the “Pickup Store” field. Confirm the prompt “Change pickup address as well?” by clicking OK; the store will then enter the address of the new store as the shipping address.
Customer Group
The “Customer Group” here applies only to the calculation of this order—for example, for tax, net or gross display, and discounts. The group in the customer account remains unchanged.
The Total Lines
Each line has a “Description,” “Tax Rate,” “Value,” and “Sort Order.” You can only change the tax rate for empty lines.
| What | Here’s how |
|---|---|
| Discount or surcharge | Click “Add Row,” then enter the “Description,” “Tax Rate,” and “Value”—enter a negative value for a discount. If no description is provided, the row is labeled “Credit” (negative) or “Fee” (positive). The value is gross if the customer group sees gross prices; otherwise, it is net. The empty row is retained with every recalculation and appears on the receipts. |
| Lock Value | For minimum-quantity surcharges, discounts, coupons, payment method fees, and voluntary contributions, the lock icon “Keep value (recalculation always results in this amount)” locks the entered amount. |
| Remove row | Check the box on the left side of the line and recalculate. The module remains disabled for this order and appears under “Manually Blocked Modules.” Clicking its button re-enables it. |
The three buttons
| Button | Function | When to use |
|---|---|---|
| Add Row | Displays an empty total row. | A surcharge or discount not supported by any module |
| Recalculate order | Recalculates shipping, tax, and total modules completely. | The standard procedure after every change |
| Apply order as is | Saves the entered amounts unchanged. | Only if you have intentionally set totals manually—but then also recalculate the subtotal, tax, and total yourself |
The prompt “Perform recalculation”
If you change anything that affects the calculation, the store will ask you to confirm before saving. This applies to: delivery country, zone or state, currency, customer language, payment method, shipping method, total weight, coupon, store credit, and customer group, as well as any change to an item.
“Yes” recalculates shipping, taxes, and totals. “No” leaves the entered amounts as they are. Select “No” only if you have intentionally set the totals yourself.
The confirmation prompt appears automatically as soon as a change relevant to the calculation is made
Set up shipping methods and pricing models in the Shipping & Delivery guide, coupons and gift cards in the Gift Cards & Coupons guide, and cash discounts and payment method fees in the Payment Methods guide.
Change Status and Notify Customer
The status reflects the order’s processing stage. In the “Edit” tab, under the “Order Status” sub-tab, select the new status and decide what notification to send to the customer. Click “Update” to save the changes.
In the “Order Status” sub-tab, the history is displayed above the form; internal entries appear in gray with a crossed-out eye icon and remain invisible to the customer. Click to enlarge.
| Button | Effect |
|---|---|
| Notify Customer | Sends the status email regarding the new status. |
| Attach Comments | Includes your comment text in the email. |
| Attach order confirmation | Attaches the order confirmation as a PDF. |
| Attach invoice | Attaches the invoice. If using a custom number range, this will only happen if an invoice number already exists. |
| Attach electronic invoice (XRechnung) / (ZUGFeRD) | Attaches the e-invoice. If there is a return, the buttons for electronic invoice correction are added. |
| Attach invoice correction | Attaches the invoice correction; see “Return.” |
| Attach quote | Attaches the quote as a PDF. |
| Attach Terms and Conditions / Right of Withdrawal / Privacy Policy | Attach the legal documents as a PDF. |
| Custom file | Attach a separate file, such as a data sheet. |
| Execute payment action | Visible only if “Skip Payment Action” is enabled under Settings → General → Module Options, the payment method supports actions with the provider, and the new status is a cancellation or shipping status. If this option is disabled, the provider will not process the refund or direct debit. If “Payment Action Can Be Skipped” is turned off, the store will always execute the action. |
Additional toggles appear only when needed, such as “QR Invoice” and “Attach Donation Receipt.” If you change the toggles, “Save” appears: This allows the store to save this combination as the default.
What the Customer Sees
Every status change appears in the customer’s account under the order. The customer sees the comment text there only if “Notify customer” was enabled. If this option is unchecked, no email is sent, but the new status is visible in the account.
Purely Internal Note
“Add internal comment” above the comment field creates an entry that the customer never sees—no email and no receipts. The eye icon next to a history entry hides or shows it to the customer. The order always shows the customer the most recent status visible to them.
Status and Invoice
In “Via Status” mode, the store automatically assigns the invoice number as soon as the order reaches a specified status; see Create Invoice.
Cancellation via Status
Changing the status to “Canceled” reverses the inventory adjustment, creates an invoice correction for invoiced orders, and triggers a refund for many payment methods; see “Complete Cancellation.”
What Each Status Means
Under Orders → Order Status, you can create statuses and assign them when editing: “Set as Default” (status for new orders), “Cancellation” (reversal and invoice correction; excluded from reports), “Shipped” (notification to payment providers and marketplaces), “Payment Received,” and “Partial Payment.” You can customize the text of status emails in the CMS Manager & Emails guide; refunds by payment method are described in the Payment Methods guide.
Quotes
In XONIC, a quote is an order with a quote status. It appears in the “Quotes” tab of the order overview; it is hidden from the regular order list.
Quote as a Document
Each order can be printed as a “Quote” (prefix “OF”) via the “Documents” menu. Once assigned this status, you can send it via “Attach Quote.”
Creating a Quote in the Backend
Up to XONIC 4.9, you create an order and set it to a quote status. Starting with version 4.10, the “Create Quote” tab is available for this purpose. The order editor then displays “This is a quote” and does not deduct inventory when editing. from 4.10
Convert to an order
If the customer accepts, switch to a normal order status. Starting with version 4.10, the status dialog asks “Post inventory levels now”; the default setting is found under “Quote: Post inventory levels upon conversion” in the product detail view. from 4.10
Create Invoice
Whether a purchase order receives an invoice number is determined by “Custom Invoice Number Range: Mode” under Settings → Checkout → Number Ranges.
| Mode | Document Number | What triggers it |
|---|---|---|
| false (without a separate number range) Default | The document number is the order number with a prefix, for example, RG10024. | Generated when the order is created. |
| Manual | Custom counter with a prefix. | You can do this by clicking the " Create Invoice" button. |
| status (via the status) | Custom counter with prefix. | The store, as soon as the order reaches a status from “Custom Invoice Number Range: Activation Status for Invoice Generation,” even during checkout. The button is also available. |
With your own number range, you can generate the invoice with a single click
Number Range Settings
All fields under Settings → Checkout → Number Ranges:
| Field | Meaning |
|---|---|
| Change Order Number | The number of the next order. Can only be incremented. |
| Custom Invoice Number Range: Mode | false, manual, or status; see above. |
| Protect Invoiced Orders | For information on how strictly the editor protects invoiced orders, see “After Invoicing.” |
| Custom invoice number range: current invoice number | Current value of the invoice counter. |
| Custom Invoice Number Range: Activation Status for Invoice Generation | The statuses under which the “status” mode generates the invoice. |
| Current invoice correction number | Starting value for invoice correction numbers. |
| Custom Invoice Number Range: Statistics | Note: Reports only include orders with an invoice. |
| Custom Invoice Number Range: Order Statuses for Customer Order Overview | The customer account displays orders with invoices as well as orders in this status. |
The prefix and suffix for document numbers (“Invoice Number Prefix,” default RG; “Invoice Correction Prefix,” default ST; and the remaining document types) can be found under Settings → Design → Documents.
Under Settings → Checkout → Number Ranges, you can set the invoicing mode, protection for invoiced orders, and counter values. Click to enlarge.
Once assigned, the invoice number can no longer be changed; the field is locked.
Where the order number comes from
The database increments the order number sequentially. It only gains an additional digit when the counter reaches a power of ten or when someone has increased it using the “Change Order Number” option.
Why order numbers have gaps
A deleted order does not release its number; this also applies to orders accidentally created in the backend and to orders that are removed via a marketplace integration. Gaps in the order number are not a problem as long as the invoice numbers are consecutive. If you delete the highest-numbered order, the delete dialog will offer the option to “Adjust Order Number Counter.”
Documents and Delivery Slips
You can generate all documents related to an order by clicking the “Documents” button in the header bar of the open order. The PDF opens in a new window.
Which entries appear depends on your settings and the status of the order
| Document | Purpose | Prerequisite |
|---|---|---|
| Order Confirmation | Confirmation upon receipt of order | – |
| Invoice | Payment Receipt | Invoice number available* |
| E-invoice (XRechnung / ZUGFeRD) | Structured invoice for government agencies and business customers | Invoice number provided*, tax ID and bank details for the store maintained, company name and VAT ID included in the billing address |
| QR Invoice | Swiss invoice with payment section | Invoice number present*, “QR Invoice IBAN” entered |
| Quote | Before placing an order | – |
| Delivery slip | Included with the shipment, without prices (default) | – |
| Packing list | Picking in the warehouse | – |
| Invoice Correction | Correction to an Invoice | Return on file |
| Donation receipt | Donation Confirmation | Voluntary contribution included |
| Supplier order form | Order placed with supplier, including customer’s shipping address, without prices | Items with supplier; dedicated “Supplier Actions” button |
* If your store does not use its own numbering system, these documents are available immediately; the order number also serves as the document number.
Supplier Order
If items in the order have a supplier, the “Supplier Actions” button appears. “View Order Form for …” opens the PDF; “Send Order Form & Delivery Note via Email to …” sends both to the supplier’s email address, with a copy sent to the store. Both options are also available in the Actions menu of the order overview.
Multiple Documents at Once
You can print delivery notes for a single shipping day or all invoices for a specific period from the order overview: Select the orders, then “Action for selected orders” → Documents. You cannot filter by invoice number (from–to), but you can filter by order number.
Customize Documents
You can control the appearance and content of documents in three places: under Settings → Design → Documents, in the “Documents” tab of an order, and in the email settings.
| Goal | Where and how |
|---|---|
| Logo | "Logo" under Settings → Design → Documents, including "Logo Alignment," "Logo Width," and "Show Logo." |
| Footer, Company Name, Bank Information | In Settings → Design → Documents, open the Edit Invoice Footer tab. Each column has a heading and text for each language. The document uses the language of the order. The store omits columns with “Bank” or “IBAN” in the heading or text if the order has its own payment instructions, such as when purchasing on account via a payment service provider. The sender’s line above the address is entered in the “Document Address (Horizontal)” field. |
| Texts by Payment and Shipping Method | In an order under the “Documents” sub-tab: for the order confirmation, invoice, and packing slip, there is one “Payment Method Comment,” “Shipping Method Comment,” and “General Comment” each. The pencil icon opens the text modules. A module marked “Standard” applies to all orders with this payment or shipping method unless you select a different one. Each text block has one text entry per language. Below each selection, the text appears as an editable field: Clicking “Save” applies the selection and any text modified here as a custom text specific to this order. For the packing list, there is only one free text field. |
| Number prefixes | “Invoice Number Prefix” and “… Suffix,” as well as for order confirmation, delivery note, packing list, invoice correction, quote, supplier order, and donation receipt. |
| PDF File Name | “PDF File Name Template” for each document type with a preview. Placeholders include, for example, {date}, {prefix}, {id}, {suffix}, {lastname}, {company}, {customer_id}, {invoice_no}, and {order_id}. If left blank, {date}-{prefix}{id}{suffix}-{lastname} is used. |
| Payment QR Code | “Receipts: EPC QR Code (BankApp Scan)” with the value RG prints a QR code for the bank transfer on the invoice; this is the default setting. It appears only for prepayment and invoices, and only if the account holder, IBAN, and BIC are configured under Settings → General → Basic Settings. Clearing the field disables it. It cannot be disabled for individual payment methods. |
| Payment Due Date | “Payment Term on the Invoice: Payment Methods” selects the payment methods that include the “Payment Term” line. The number of days is set under Settings → Checkout → General → Payment Term in Days (default 30), with exceptions per order in the “Payment Term” field of the order editor. from 4.9.34 |
| Prices for Product Variants | “Documents: Price Display for Product Options” determines on which documents the surcharge for a feature appears as a separate amount below the item. Default: Order Confirmation, Invoice, Quote. |
| Prices on the Delivery Note | “Hide Prices on Delivery Note,” default enabled. |
| Font Sizes | “General Font Size” applies to line items and the totals block; separate sizes are available for the address field, header, footer, and document type. There is no separate font size option specifically for the totals block. |
| Additional Information | You can toggle the customer number, payment method, customer email and phone number, comments, service and delivery dates, barcode, and “customer tax ID” in the same group. The note regarding intra-Community supply or the recipient’s tax liability for customers with a VAT ID number abroad is disabled by “Tax Note on Documents.” from 4.9.81 |
Each column in the footer has a heading and content for each language; the invoice uses the language of the order. Click to enlarge.
In the “Documents” sub-tab, select the text modules for payment method, shipping method, and general comment for each document; “(Default)” indicates the default setting. Click to enlarge.
Net or Gross
Whether a document displays net or gross prices depends on the customer group associated with the order: “Price Output” and “Tax-Exempt Customer Group” under Customers → Customer Groups. For an existing order, change the customer group in the order editor and recalculate.
Automatic Invoice via Email
Under Settings → Interfaces → Email Marketing / CRM → Email Options, the “Email Attachment: Order Confirmation (PDF Invoice)” option attaches the invoice to every order confirmation, regardless of the payment method. If you’re using a custom number range, the order usually doesn’t have an invoice number yet at checkout. In that case, send the invoice with the status.
E-invoice in the shipping email
When changing the shipping status to “Notify Customer,” enable “Attach electronic invoice (XRechnung)” or “(ZUGFeRD),” and click “Save” to set this as the default. The e-invoice requires a billing address that includes the company name and VAT ID number. The customer enters a routing ID as the order number during checkout if “Order Number / Routing ID – Entry in Checkout” is enabled under Settings → Checkout → Shipping/Packaging, or you can enter it in the order editor under “PO No.”
After the Invoice: What You Can Still Do
Once the invoice has been created, the order is complete in terms of content
Once an invoice number has been assigned to an order and the document has been sent to the customer, you can no longer make any changes to that order: neither line items nor quantities, prices, tax rates, shipping costs, or billing addresses. Any corrections needed after that must be made via an invoice correction.
XONIC supports you in this process: The store alerts you to an invoiced order and, if desired, can completely prevent any changes from being made.
Why this is the case
Section 14 of the German Value-Added Tax Act (UStG) requires a sequential invoice number that is assigned only once. If you modify an order that has already been invoiced, the newly generated document will bear the same number but show different amounts. From the perspective of your accounting department and a tax audit, this means there are two different invoices under a single number. Furthermore, the GoBD (§ 147 AO) require that documents be stored in a way that ensures they are unalterable and traceable.
The document always shows the current status
The store regenerates the invoice each time it is accessed, based on the order data. If you modify the order after it has been sent, any subsequent retrieval under the same number will show different content than the PDF your customer received. Therefore, store sent invoices outside the shop, such as by keeping a copy in the “Sent” folder of your email inbox (see CMS Manager & Emails) or in your accounting records.
The Correct Approach: Invoice Correction
Create a return for the affected item. The store will then assign a unique correction number and generate an invoice correction document. The original invoice remains unchanged. Together, the invoice and the correction total the correct amount, and both transactions can be tracked individually. For a genuine reorder, create a new order instead of amending the old one.
What Remains Unproblematic
Not every change affects the document. You can make internal comments, change statuses, update tracking numbers, and record payment receipts at any time. Correcting the shipping address is also fine, as long as it does not appear on the invoice. As a rule of thumb: Whatever appears on the PDF remains unchanged after it is sent.
Enable protection
Under Settings → Checkout → Number Ranges, use “Protect Invoiced Orders” to specify how strictly the store enforces this rule. Protection takes effect as soon as a separate invoice number range is in use and the order has an invoice number. from 4.9.6
| Setting | Behavior |
|---|---|
| off | No check. The order editor behaves as it did prior to version 4.9. |
| warn Default | The editor displays a clear notification, but the change is still possible. Well-suited for introducing the process to a team. |
| block | Changes affecting the total amount are rejected: line items, quantities, prices, tax rates, total lines, recalculation, and list uploads, as well as currency, language, billing and shipping countries, customer group, coupon, invoice number, and date fields. Status, comments, tracking numbers, document printing, email sending, downloads, and creating returns remain possible. The main administrator account can override the lock for corrections; the store logs this action. |
"warn" setting
"block" setting
What to do if …
| Situation | Invoice already created | Correct procedure |
|---|---|---|
| A customer orders an item after | No | Add the item to the Products section, recalculate, and update |
| Customer reorders an item | Yes | Create a new order; do not extend the invoiced order |
| Incorrect quantity entered | No | Correct the quantity in the Products section and recalculate |
| Customer returns an item | Yes | Process the return via the line item, generate and send an invoice correction |
| Customer returns the entire shipment | Yes | Set status to "Cancellation"; the store creates the correction lines, including shipping costs |
| Price was overcharged, incorrect attribute | Yes | Return the item and send the same product as a replacement at the correct price; the invoice correction shows the difference |
| Billing address is incorrect | Yes | Generate an invoice correction, correct the address, issue a new invoice—do not silently overwrite it |
| Shipping costs omitted | Yes | Place a separate order; do not add it to the existing invoice |
| Internal comment, tracking number, payment received | Doesn’t matter | Can be changed at any time; does not appear on the receipt |
This guide describes how the store system works and is not a substitute for tax advice. For an assessment of your specific situation, please contact your tax advisor.
Processing Returns and Invoice Corrections
If merchandise is returned or an amount needs to be corrected, create a return. This generates an invoice correction document with its own document number.
Getting Started
The quickest way is via the “Return” icon in the “Action” column of the relevant item in the Order Editor. You can modify an existing return there by selecting “Modify Return or Add Exchange Item.” Alternatively, go to Orders → View Returns/Exchanges and select the “New Return/Exchange” tab.
Select an Order
Enter the order number or search by customer and email. If you’re accessing this from the order editor, this step is already complete.
Select Return Item
The relevant item from the order. Not applicable if there is only one item.
Enter details
“Quantity” (up to the ordered amount), date, “Reason” from the list or as free text, and “Notes.” Under “Summary (Special Lines),” add amounts, such as refunded shipping costs as a negative amount.
Exchange products
Optional: “Add exchange product” opens the product selection. Quantity, name, price, and tax rate can then be edited freely. “Save” creates the return.
What the return entails
| Aspect | Behavior |
|---|---|
| Data Management | The return is tracked separately. The original order remains unchanged. |
| Number | When first saved, the store assigns a correction number with the prefix “ST.” All returns for an order share this number and are listed together on a corrected invoice. |
| Document | Invoice correction in the “Documents” menu; if necessary, also as an electronic invoice correction. Send with the status via “Attach Invoice Correction.” |
| Refund | Saving a return does not trigger a refund through the payment provider. You can process partial refunds in the provider’s portal or, where available, by clicking “Refund” in the order; see Payment Methods. |
| Inventory | Returns increase inventory; exchange items decrease it; when making changes, only the difference is accounted for. Returns created before the update are not retroactively posted.from 4.9.145, in older versions, a return does not reverse the inventory; post returned goods to the item there. |
| Original Invoice | Remains unchanged. The original invoice and the correction invoice together total the correct amount. |
In the return entry, enter the quantity, reason, and notes; enter refunded amounts as a negative special line item; and, if necessary, specify an exchange item. Click to enlarge.
Complete Cancellation
If the entire order is being returned, simply change the status to “Cancelled”—either within the order itself or via “Change Status” in the order overview:
- If “Adjust Inventory” is selected and inventory management is active, the store will adjust the inventory of the items that have not yet been returned—but only when the status is changed to“ from 4.9.145
- If there is an invoice (or if the store operates without its own invoice number series), the store creates a return entry for each item without a previous return. Shipping costs, fees, discounts, and coupons are included as special line items so that the correction balances the entire invoice.
- For payment methods with automatic chargebacks, the status change triggers the refund with the provider.
- If the order uses its own numbering range and does not yet have an invoice number, no invoice correction is generated. The status change is sufficient.
The Returns List
Under Orders → View Returns/Exchanges, you’ll find all returns listed with the order number, customer, difference amount, date, and reason. You can filter by reason, search by name or email, and jump directly to a return using an ST or RG number. Open the correction document from the action menu.
Delete Return
There is no offsetting document for an invoice correction. You can delete a return created in error in the returns list or in the order editor. The invoice correction will then show the remaining returns for the order or will be removed. If the item is already with the customer, do not delete it; instead, bill the amount using a new order.
Which warehouse to post returns from 4.10
With “Advanced Inventory Management” (Settings → Checkout → Inventory), the store manages multiple warehouses. Starting with version 4.10, there are two ways to handle returns:
Without a returns warehouse
The merchandise is returned to the warehouses from which the item was sold. The warehouse that was last used is restocked first, up to a maximum of the quantity that was sold from that warehouse.
With a returns warehouse
Under Products → Inventory Management, edit a warehouse and enable “Returns Warehouse.” Then all returns go entirely to this warehouse so you can inspect them before they are resold. “No Returns Warehouse” cancels this setting. A cancellation is always posted back to the original warehouses; the merchandise never left the warehouse.
The Streamlined Workflow
- Check the order: Review the items and addresses in the “Edit” tab.
- Make all changes before invoicing: in the “Edit Order” tab.
- Recalculate order: Check totals and tax rates.
- Update: Save.
- Create an invoice: via the button or automatically based on the status.
- Generate and send documents: invoice, e-invoice, packing slip, and keep a copy of the sent document.
- No further changes from this point on: Make corrections exclusively via returns and invoice corrections.
Frequently Asked Questions
When is the invoice number assigned, and can it change when the status changes?
How do I cancel an order completely, including shipping costs?
How do I prevent an automatic refund from being issued upon cancellation?
How do I create a credit memo retroactively and send it to the customer?
How do I process a partial return with a refund for a paid order?
How do I change the total amount retroactively without canceling the order?
How do I add shipping costs in the order editor?
Where do I set the minimum order quantity surcharge, and how do I remove it?
How do I link a guest order to a customer account or change the customer?
Can I duplicate an order?
Why are there gaps in the order numbers, and why does the number suddenly have one more digit?
Why does the product selection in the order editor show deactivated variants?
Why can’t I add an exchange product to a return?
Why can’t the customer see an order in their account?
How do I change the pickup location for an order?
How do I create an order and invoice in a different language?
Where do I configure the invoice footer, company name, and logo, including in multiple languages?
Where can I permanently customize the text on invoices, order confirmations, and packing slips?
How do I change the file name of the invoice PDF?
{prefix}{id}-{company} ” results in “RG10024-Musterladen.pdf.” If no entry is provided, the default is “ {date}-{prefix}{id}{suffix}-{lastname}.”How do I enable or disable the QR code on the invoice?
How do I print the EAN of the items on the invoice?
Why is the button for the invoice missing?
How do I get an overview of the invoices?
Why doesn’t the sales report show cancellations?
Do I have to send a shipping confirmation via email for marketplace orders?
Further Guides
Support for Ordering Processes and Documents
Whether it’s invoice number ranges, document templates, or the returns process: our team will set up the processes together with you.
Contact Support Now