Managing orders

The Orders section gives you a single list of every order your business receives — whether it came through your POS, your Shopify store, or was entered manually — so you never have to switch between tools to stay on top of fulfilment.

How it works

All orders appear at /app/orders in a unified list. Each order moves through a standard status flow:

New → Confirmed → Shipped → Delivered

Orders can also be marked Cancelled or Returned at the appropriate stage. You move an order to the next status from inside the order detail page.

To open an order, click it in the list. This takes you to /app/orders/:id, where you can see:

• The order timeline — a chronological record of every status change and action taken on that order
• Fulfilment details — what needs to be picked, packed, and dispatched
• Refund options — process a refund directly from this screen when needed

Because Retailos syncs two-way with Shopify, any order placed on your Shopify store appears here automatically. When you update a status, fulfil an order, or process a refund in Retailos, that change is reflected in Shopify as well. The same works in reverse — actions taken in Shopify update the order in Retailos.

How to set it up

There is no special setup required to start seeing orders. If your Shopify store is connected, orders begin syncing immediately. POS orders and manually created orders are added to the same list as they are created.

1. Go to /app/orders to see all orders across every channel.
2. Use the status filters at the top of the list to focus on a specific stage (for example, all New or all Shipped orders).
3. Click any order to open /app/orders/:id.
4. From the order detail page, update the status, record fulfilment, or process a refund as needed.
5. Any changes you make sync automatically to Shopify — no extra steps required.

Good to know

• Two-way Shopify sync only. Retailos reads from and writes to Shopify. Orders from other platforms do not sync automatically; they would need to be entered manually.
• The timeline is append-only. Every status change and action is recorded in the order timeline at /app/orders/:id, giving you a full audit trail for every order.
• Manual orders are fully supported. If you take an order by phone or in person without using the POS, you can create it manually and it will follow the same status flow.
• Cancelled and Returned are separate statuses. Use Cancelled for orders that did not proceed and Returned for orders the customer has sent back after delivery.

Troubleshooting

A Shopify order is not appearing in Retailos. Check that your Shopify connection is active. Only orders created after the connection was set up will sync. If the connection was recently re-established, allow a few minutes for orders to populate.

A status update in Retailos is not showing in Shopify. Sync is automatic but can take a short time. If the update has not appeared in Shopify after a few minutes, check your connection status and try updating the order again.

A refund processed in Retailos did not reflect in Shopify. Refunds sync as part of the two-way connection. Confirm the refund was fully saved in /app/orders/:id before checking Shopify. If the discrepancy persists, review the order timeline to confirm the refund action was recorded.