# 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)


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.nexportsolutions.com/nexport-user-documentation/nexport-market/admin-guide/running-your-store/orders.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.