Managing orders in Webflow Ecommerce
How to view, process, and fulfill orders in your Webflow Ecommerce store — including updating order status and handling refunds.
When a customer places an order on your Webflow store, it appears in your Orders panel. This guide walks you through viewing and managing your orders.
Quick summary
Orders are managed in the Ecommerce section of your Webflow Dashboard. You'll see new orders here as they come in, with customer details, order contents, and payment status. You can update the order status, add tracking information, and issue refunds from this panel.
Accessing the Orders section
Log in to webflow.com and open your project.
Find the Ecommerce section in the project overview or left sidebar.
Click "Orders." You'll see a list of all orders, newest first.
Understanding order statuses
Every order moves through a series of statuses:
| Status | What it means |
|---|---|
| Pending | Order received, payment not yet confirmed |
| Paid | Payment confirmed — ready to fulfill |
| Fulfilled | You've shipped or delivered the order |
| Refunded | A full refund has been issued |
| Disputed | The customer has disputed the charge with their bank |
Most orders you'll handle will be in Paid (needing fulfillment) or Fulfilled state.
Processing an order
Click on an order to open the order details.
Review the order. Check the items ordered, quantities, customer address, and any special notes.
Prepare and ship the order using your own fulfillment process (packing, label printing, posting).
Update the order status to "Fulfilled." Click the status dropdown in the order and select Fulfilled.
Add tracking information (optional but recommended). Enter the shipping carrier and tracking number. Webflow can email this to the customer.
What the customer sees
When a customer places an order, they automatically receive:
- Order confirmation email — sent immediately after purchase
- Fulfillment confirmation email — sent when you mark the order as Fulfilled (and tracking info is added if provided)
The templates for these emails are configured by Chykalophia. If you want to customize the wording, contact us.
Issuing a refund
Open the order you want to refund.
Click "Refund." Webflow will show you refund options.
Choose a full or partial refund. Enter the refund amount if it's partial.
Confirm the refund. Webflow processes the refund through Stripe. The amount is returned to the customer's original payment method.
Refunds typically take 5–10 business days to appear on the customer's statement, depending on their bank.
Webflow transaction fees are not refunded
If your Webflow plan charges a transaction fee, that fee is not returned when you issue a refund. Stripe's payment processing fee is also generally non-refundable on refunds.
Exporting orders
You can export orders as a CSV spreadsheet for your records or for use in accounting or fulfillment software:
- In the Orders panel, look for an Export option
- The CSV will include order details, customer information, and line items
Common questions
Related guides
- Webflow Ecommerce (overview)
- Managing products in Webflow Ecommerce
- Webflow plans & billing explained
- How online payments work
Need a hand?
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