> For the complete documentation index, see [llms.txt](https://docs.nexportsolutions.com/nexport-user-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexportsolutions.com/nexport-user-documentation/nexport-market/admin-guide/running-your-store/orders.md).

# Orders & Fulfillment

Use the Orders area to search, review, and act on purchases. In <code class="expression">space.vars.PRODUCT\_NAME</code>, mapped products create seats/enrollments in NexPort Campus. Let the integration drive status changes; avoid forcing manual order status transitions.

## View and search orders

1. Go to `Sales` → `Orders`.
2. Use filters to narrow results, then open an order to view details.

Common filters

* Date range, Store, Payment status, Order status, Shipping status
* Product (by name), Billing email/phone/last name, Payment method
* Vendor or Warehouse (if applicable in your tenant)

> Tip: Export found or selected orders to Excel/XML from the Orders list as needed.

## Order details

### Info

* Order #: Unique order number; Created on; Customer.
* Order status: Pending, Processing, Complete, Cancelled.
  * Do not set to Complete manually for mapped items; completion is driven by payment + fulfillment and can impact redemption.
* Payment status: Pending, Authorized, Paid, Partially refunded, Refunded, Voided.
  * Authorized: buttons to `Capture` or `Void` may be available depending on gateway.
  * Paid: `Refund` or `Partial refund` actions are available; see Returns & Refunds for how seats are reclaimed.
* Totals: Subtotal, Shipping, Tax, Total, Profit; `Edit order totals` when corrections are required (rare for mapped digital items).

### Billing & shipping

* Billing and Shipping addresses; Shipping method; Shipping status.
* Shipments list and `Add shipment` apply to physical goods. Mapped NexPort products are digital and do not require shipping.

### Products

* Shows each line item with price, quantity, and total. You can add or remove products and edit quantities.
* For mapped NexPort items:
  * Changing quantities or removing lines after payment can desynchronize seats. Prefer using the seats workflow (assign, unassign/return) instead of editing the product list.
  * Downloadable license/upload actions do not apply; fulfillment occurs via seat creation in NexPort Campus.

### Order notes

* Add internal notes (optionally visible to the customer) and attach files. Notes are useful for documenting return/assignment decisions.

## Marketplace‑specific behaviors

Mapped (training) products create entitlements in NexPort Campus. The following additions apply:

* Redemption mode
  * Auto‑redeem: Enrollment is created automatically after payment is captured; no manual Redeem action needed.
  * Manual redeem: The purchaser sees a `Redeem` link on Order Details; admins can Assign a seat directly from the order.
* Seats lifecycle
  * Assign: Attach an available seat to a learner; creates the enrollment.
  * Email redemption: Sends a link and moves the seat to Awaiting; cancel to reclaim the seat.
  * Unassign/Return: Reclaims the seat; see Returns & Refunds for refund behavior.
* Supplemental info holds
  * If supplemental questions are required, the purchaser or recipient must answer them before redemption completes.
* Status control
  * Avoid manually forcing `Complete`. The integration updates statuses as payment, redemption, and returns occur.

## Cancellation and return requests

* Customers can request cancellation/return according to store policy. Admins approve or deny from the order or return‑requests list.
* Approved returns for mapped items reclaim seats and update invoice item statuses; see Returns & Refunds for details.

## Troubleshooting

* No Redeem/Assign available: Confirm mapping exists and the order is Paid; check for supplemental info requirements.
* Seat won’t unassign due to existing enrollment: Resolve the learner’s existing enrollment state per policy, then retry.
* Status looks wrong after a refund: Reopen the order to refresh; if still incorrect, review payment gateway logs and retry supported actions.

## Shipping management

* Shipping applies only to physical goods. Mapped NexPort items are digital and set Shipping not required.
* Shipping statuses you may see on mixed orders:
  * Shipping not required: Digital-only lines (e.g., mapped training).
  * Not yet shipped → Partially shipped → Shipped → Delivered: Progression for physical items as shipments are created and completed.
* Use `Add shipment` for physical lines; include tracking numbers and mark Shipped/Delivered as appropriate. Do not create shipments for mapped training lines.

## Inventory and stock

* Mapped training products usually do not track stock. Use “Don’t track inventory” for these items.
* Physical products can use standard inventory tracking.
* Open‑ended selector products should not track inventory; track inventory at the underlying fixed products if needed.
* Avoid adjusting quantities post‑payment on mapped items; manage availability via seats (assign/unassign/return) instead.

## Order settings (hosted‑safe subset)

* Returns and refunds: Enabled per store policy to support reclaiming seats for mapped items.
* PDF invoices and notifications: Can be enabled; these do not impact redemption.
* Payment capture: Some gateways authorize at checkout and capture later. Seat creation occurs after capture when Auto‑redeem is enabled.
* Checkout guest/anonymous: Typically disabled for B2B training flows; confirm with your tenant configuration.

> Note: Some settings are centrally managed in hosted environments. Contact support before changing global order settings.

## Checkout attributes vs Supplemental Info

* Checkout attributes collect extra data during checkout (applies to the order as a whole).
* Supplemental Info (Marketplace feature) collects data at seat/redeem time and can drive group membership or mapping behavior.
* Guidance:
  * Prefer Supplemental Info for learner‑specific questions required for enrollment.
  * Use checkout attributes for order‑level metadata that doesn’t affect mapping (e.g., internal PO number).

## Status reference (quick)

* Order status: Pending, Processing, Complete, Cancelled.
  * For mapped items, do not force Complete manually.
* Payment status: Pending, Authorized, Paid, Partially refunded, Refunded, Voided.
  * Authorized → Capture to settle funds; Paid enables Refund/Partial refund.
* Shipping status: Shipping not required, Not yet shipped, Partially shipped, Shipped, Delivered.
  * Digital mapped items report Shipping not required.

## Related

* [Assigning and Transferring NexPort Campus Seats](/nexport-user-documentation/nexport-market/admin-guide/running-your-store/assigning-and-transferring-seats.md)
* [Email Redemption Links for Seats](/nexport-user-documentation/nexport-market/admin-guide/running-your-store/email-redemption-links-for-seats.md)
* [Returns and Refunds for Seats](/nexport-user-documentation/nexport-market/admin-guide/running-your-store/returns-and-refunds-for-seats.md)
* [NexPort Mapping](/nexport-user-documentation/nexport-market/admin-guide/running-your-store/nexport-mapping.md)