---
url: /orders.md
description: >-
  How to view and track customer orders, understand order statuses (draft,
  completed, shipped, etc.), export order data, and troubleshoot issues.
---

# Orders

**Orders** are the customer requests placed through your campaigns. The dashboard lets you view, track, and export order information.

## What is an Order?

When a customer completes the ordering process on your webapp, an order is created. Each order contains:

* Customer information (name, email, address)
* Product details (what they ordered)
* Photos uploaded by the customer
* Campaign and code information
* Survey responses (if applicable)
* Customer feedback (happiness rating)

## Order Lifecycle

Orders go through several stages:

```
Draft → Completed → Forwarded → Printed → Shipped
                 ↘              ↓
              Cancelled    (if issues)
```

### Status Descriptions

| Status               | Description                            |
| -------------------- | -------------------------------------- |
| **Draft**            | Customer is still creating the order   |
| **Awaiting Payment** | Order waiting for payment confirmation |
| **Completed**        | Order successfully submitted           |
| **Forwarded**        | Sent to production facility            |
| **Printed**          | Product has been printed               |
| **Shipped**          | On its way to the customer             |
| **Cancelled**        | Order was cancelled                    |
| **Expired**          | Order timed out (never completed)      |
| **Discarded**        | Order was discarded by the system      |

### Typical Timeline

| Stage                         | Typical Timing         |
| ----------------------------- | ---------------------- |
| Customer creates order        | Minutes                |
| Order forwarded to production | Within hours           |
| Printing                      | 1-3 business days      |
| Shipping                      | Depends on destination |

## Viewing Orders

### Orders List

1. Go to **Campaigns & orders → Orders**
2. See all orders across your campaigns
3. Use filters to find specific orders

### Order Details

Click on any order to see:

| Section                  | Information                          |
| ------------------------ | ------------------------------------ |
| **Basic Information**    | Status, product, dates, code         |
| **Customer Information** | Name, email, phone, gender, opt-ins  |
| **Address Information**  | Shipping address, tracking link      |
| **Campaign Information** | Which campaign this order belongs to |

### Filtering Orders

Use the search and filter options to find orders:

| Filter         | Description                          |
| -------------- | ------------------------------------ |
| **Search**     | Find by order number, email, or name |
| **Campaign**   | Show orders from a specific campaign |
| **Status**     | Filter by order status               |
| **Date range** | Orders from specific time period     |

## Order Information

### Customer Details

Each order captures:

| Field        | Description                    |
| ------------ | ------------------------------ |
| **Name**     | Customer's first and last name |
| **Email**    | Contact email address          |
| **Phone**    | Phone number (if required)     |
| **Gender**   | Gender (if required)           |
| **Language** | Language the customer used     |
| **Address**  | Full shipping address          |

### Marketing Opt-ins

| Field              | Meaning                                          |
| ------------------ | ------------------------------------------------ |
| **Opt-in**         | Customer agreed to your marketing communications |
| **Stampix Opt-in** | Customer agreed to Stampix communications        |

### Customer Feedback

If happiness feedback is enabled on your webapp:

| Field                | Description                                |
| -------------------- | ------------------------------------------ |
| **Feedback Emoji**   | Rating from very negative to very positive |
| **Feedback Comment** | Optional text feedback from customer       |

## Tracking Orders

### Order Status

View the current status in the order details or orders list. Customers receive automatic email notifications at key stages.

### Tracking Link

For shipped orders, a tracking link may be available:

1. Open the order details
2. Find **Address Information**
3. Click **Track Order** to view shipping status

### View in Fulfilment

For detailed production information:

1. Open the order details
2. Click **View in fulfilment**
3. See production-level details (if you have access)

## Exporting Orders

Export order data for analysis or integration with other systems.

### How to Export

1. Go to **Orders**
2. Click **Export CSV**
3. Select which columns to include
4. Optionally set a date range
5. Click **Export**
6. Receive the CSV file via email

### Available Export Fields

| Category     | Fields                             |
| ------------ | ---------------------------------- |
| **Order**    | Code, created date, status, format |
| **Customer** | Name, email, gender                |
| **Address**  | Full address details               |
| **Campaign** | Campaign name, code used           |
| **Feedback** | Rating and comments                |

### Export Limits

* Maximum 50,000 orders per export
* If you need more, narrow your date range
* Large exports are sent to your email

## Campaign Analytics

Order data powers your campaign dashboard:

### Orders Chart

Visual representation of order volume over time. Shows trends and patterns.

### Order Count

Total completed orders for your campaign.

### Opt-in Rate

Percentage of customers who opted in to marketing:

```
Opt-in Rate = (Orders with opt-in) / (Total orders) × 100
```

### Distributions

* **Language Distribution**: Which languages customers used
* **Gender Distribution**: Breakdown by gender (if collected)

### Happiness Feedback

Aggregate view of customer satisfaction ratings. Click on any rating to see individual comments.

## Best Practices

### Monitoring

* Check orders regularly during active campaigns
* Watch for unusual patterns (spike in cancellations, etc.)
* Monitor feedback for issues

### Data Management

* Export data periodically for backup
* Integrate exports with your CRM/systems
* Review opt-in data for marketing campaigns

### Customer Service

* Use order details to handle customer inquiries
* Provide order numbers for reference
* Share tracking links when available

## Order Troubleshooting

### Order Stuck in Draft

Customer started but didn't complete. Could be:

* Technical issue
* Customer abandoned
* Payment failed

These typically expire automatically.

### Order Cancelled

Check the status reason in order details. Common causes:

* Customer request
* Address issue
* Production problem

### Missing Tracking

Not all shipments have tracking. Depends on:

* Destination country
* Shipping method
* Carrier capabilities

### Customer Can't Find Order

Ask for:

* Email address used
* Approximate date
* Code (if applicable)

Search using these details to locate the order.

## Common Questions

### Can I cancel an order?

Contact Stampix support. Orders can be cancelled before they're forwarded to production.

### Can customers change their order?

Once completed, orders cannot be modified. Customers would need to place a new order.

### How long are orders kept?

Order history is retained according to data retention policies. Recent orders are always accessible.

### Can I see the customer's photos?

For privacy reasons, uploaded photos are not directly viewable in the dashboard.

### Why is an order showing as "Draft"?

The customer started the process but hasn't completed checkout. Draft orders eventually expire.

### How do I handle GDPR requests?

Contact Stampix support for data deletion or export requests related to specific customers.

## Related Topics

* [Campaigns](/campaign) — View orders by campaign
* [Codes](/codes) — Track which codes were used
* [Surveys](/surveys) — View survey responses