Managing orders in Webflow Ecommerce

When a customer places an order on your Webflow store, it appears in the Orders tab of your site in Webflow. This guide walks you through viewing and managing your orders.

Accessing the Orders section

Log in to webflow.com and open your site in Webflow.

Click the CMS tab in the top bar.

Click "Orders." You'll see a list of all orders, newest first.

Understanding order statuses

You can filter your order list by these statuses:

Status	What it means
Unfulfilled	The customer has paid, but you haven't marked the order as shipped or delivered yet
Fulfilled	You've marked the order as shipped or delivered
Refunded	A refund has been issued
Disputed	The customer has disputed the charge with their bank

Most orders you'll handle will be Unfulfilled (needing fulfillment) or Fulfilled. Once an order is refunded, its status can't be changed.

Processing an order

Click on an order to open the order details.

Review the order. Check the products ordered (with their variants and quantities) and the customer's shipping and billing details.

Prepare and ship the order using your own fulfillment process (packing, label printing, posting).

Mark the order as fulfilled. Open the order again and choose to fulfill it. (You can also select several orders in the list and fulfill them in one go.)

Add tracking information (optional but recommended). When you fulfill an order, Webflow asks for the shipping provider and tracking number. You can leave them blank, but if you fill them in, Webflow includes them in the email it sends the customer.

What the customer sees

When a customer places an order, they automatically receive:

Order confirmation email: sent immediately after purchase
Order shipped email: sent when you mark the order as fulfilled, with the shipping and tracking details if you added them

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.

Choose to refund it. The order details page is where you fulfill, unfulfill, or refund an order.

Confirm the refund. Webflow issues the refund through your connected payment provider (Stripe or PayPal). Once issued, a refund can't be cancelled.

Webflow says refunds typically take 5 to 7 business days to process.

Check what happens to fees on a refund

Webflow doesn't charge a fee for issuing a refund. Its help articles don't say whether Webflow's own transaction fee (charged on the Ecommerce Standard plan) is returned when you refund an order, so ask us if that matters for your store. On Stripe's standard pricing, the processing fees from the original payment aren't returned when you refund. Check current terms at stripe.com/pricing. If you use PayPal, check PayPal's own fee terms.

Exporting orders

You can export orders as a CSV spreadsheet for your records or for use in accounting or fulfillment software:

In the Orders tab, use the Export option
The CSV works as a backup of your orders, and it also shows the Webflow transaction fee for each order

Common questions

I got a new order but didn't receive an email notification.

Webflow sends an "order received" email for each new order. Check who is set to receive these in the Notifications tab of your Ecommerce settings. Also check your spam folder, and make sure Webflow's emails aren't being filtered.

An order's payment looks wrong or hasn't cleared.

The Orders tab has no "Pending" filter. Webflow's developer documentation does list a pending order status, but its help articles don't explain it. Webflow's order totals count orders where the customer finished checkout and the payment was captured. If a payment looks wrong, check it in your Stripe or PayPal account (orders paid through Stripe show a Stripe payment charge ID you can look up), and contact us if it doesn't match.

Can I add notes to an order?

Webflow's help articles don't describe a way to add your own notes to an order in the Orders tab. If you need to track order notes, use a separate system or spreadsheet.

How do I cancel an order?

Webflow's help articles don't describe a separate "Cancel" option. Webflow's advice is to cancel an order by issuing a refund from the Orders tab. Once refunded, the order's status can't be changed. Contact the customer to let them know.