> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shoppex.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders

> Find an order, read its status, and act on it when something needs your attention.

Every paid checkout creates an order. **Orders** in the sidebar lists all of them, newest first, across every payment method you accept.

<Note>
  The page lives at `/invoices` in the dashboard. Orders and invoices are the same object in Shoppex: the order is what the buyer bought, the invoice is what they paid.
</Note>

## The list

Each row shows six columns: **Order**, **Amount**, **Payment method**, **Status**, **Date**, and an actions menu.

Three filters narrow the list:

* **Status** — see below for what each value means.
* **Payment method** — the gateway that processed the payment.
* **Order type** — separates normal shop orders from reseller and other order sources.

Search accepts an order ID or a buyer email address.

## Order status

| Status      | What it means                                                                                                                     | What you do                                                                                             |
| ----------- | --------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------- |
| `PENDING`   | The buyer started checkout but the payment has not cleared. Crypto payments sit here until they reach the required confirmations. | Wait. The status changes on its own when the gateway confirms.                                          |
| `COMPLETED` | Payment cleared and fulfillment ran.                                                                                              | Nothing, unless the buyer reports a problem.                                                            |
| `EXPIRED`   | The buyer never paid and the checkout window closed.                                                                              | Nothing. The stock goes back to the pool.                                                               |
| `REFUNDED`  | You sent the money back.                                                                                                          | Check whether the delivered content also needs revoking. See [Refunds and disputes](/payments/refunds). |
| `VOIDED`    | The order was cancelled before payment cleared.                                                                                   | Nothing.                                                                                                |

## Acting on a single order

Open an order to see the buyer, the line items, the payment details, and what was delivered. The actions you can run from there:

| Action                     | Use it when                                                                                                                |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| **Process**                | The payment cleared but fulfillment did not run. This runs it again.                                                       |
| **Retry delivery**         | A [dynamic product](/selling/products#dynamic) failed to deliver because your endpoint was down. Fix the endpoint first.   |
| **Fulfill line item**      | A [Service](/selling/products#service) product is waiting on you, or an item needs manual delivery.                        |
| **Replacement**            | A buyer reports a dead serial. This issues a new code from the pool and burns the bad one.                                 |
| **Refund**                 | You are sending the money back, in full or in part.                                                                        |
| **Void**                   | You want to cancel the order before payment clears.                                                                        |
| **Accept partial payment** | A crypto buyer sent less than the invoice total and you decide to accept it.                                               |
| **Verify payment**         | You want Shoppex to check the payment state with the gateway again.                                                        |
| **Recover payment**        | A payment failed and you want to give the buyer another attempt.                                                           |
| **Resend email**           | The buyer never received the delivery email.                                                                               |
| **Reset downloads**        | A buyer hit the download limit for a file product and needs another try.                                                   |
| **History**                | You want the full audit trail of everything that happened to this order.                                                   |
| **Blacklist**              | The buyer is abusive or fraudulent. This blocks future purchases. See [Customers](/customers/overview#blocking-customers). |

## When an order looks stuck

Work through these in order:

1. **Check the status.** If it is `PENDING`, the gateway has not confirmed yet. Crypto needs its confirmations before anything happens.
2. **Check the fulfillment state on the order.** A paid order with nothing delivered means fulfillment failed, not payment.
3. **For dynamic products**, look at whether your endpoint answered. Shoppex makes one attempt with a 15-second timeout and does not retry on its own. Fix your endpoint, then use **Retry delivery**.
4. **For Discord roles**, confirm the buyer completed the Discord authorization. Without it the grant cannot run. See [Discord roles](/selling/discord-roles).
5. **Still stuck?** Open **History** on the order. It records every state change with a timestamp.

## Talking to the buyer

Every order has a conversation thread. Use it instead of moving to email or Discord, because the messages stay attached to the order. If the buyer later disputes the charge, Stripe and PayPal accept the whole order page as evidence, including the chat history, the custom field values, and your delivery proof.

See [Support inbox](/customers/inbox) for how tickets work.