Check payment and fulfilment separately when processing an order in an eligible Site Builder store. A completed shipment does not prove that money was received, and changing a status label does not necessarily perform a payment transaction.
01 Reconcile an order
- Open the correct store dashboard. In the supported Site Builder commerce interface, go to My Sales > Orders and find the order by its number or customer email.
- Open the order and review its items, totals, payment status and fulfilment status. Confirm the selected payment method and any failure details.
- Check the payment provider's own transaction record for the corresponding amount, currency and reference. For an offline method, verify the payment through the business's approved reconciliation process.
- Resolve an awaiting-payment or failed-payment result before releasing goods according to your business policy. Do not rely solely on a screenshot sent by a customer.
- Update the fulfilment status when the corresponding work is complete. Be aware that setting an order to shipped can send a customer notification immediately in this interface.
- If a refund is required, perform it through the appropriate payment process and verify the result before recording the matching store status.
- Use the available order export for reconciliation when included, and store customer records with appropriate access controls.
Common questions
Does marking an order refunded return the money?
Confirm the actual payment integration. A status update alone should never be treated as evidence that the gateway completed a refund.
Why is a paid order still awaiting processing?
Payment and fulfilment describe different stages. Review the order and advance fulfilment only when the operational work has occurred.
What if my dashboard has different menus?
Confirm the store product and plan with us. These menus apply to the documented Site Builder commerce dashboard, not every builder sold under a similar name.