Order Process
Path: Admin > Orders
Order management is a key part of your e-commerce operation. Merzio gives you a comprehensive overview of all orders, their statuses, payment methods, and documents. In this guide you will learn how to manage orders efficiently.
Order List Page
Accessing /admin/orders brings you to the main order management page. Here you see all orders of your store with detailed information and filtering options.
Statistics Summary
At the top of the page you will find key metrics:
- Total orders — Number of all orders in the system
- Paid orders — Number of paid orders in the current list
Filtering and Search
Merzio offers powerful tools for finding specific orders:
- Search — Search by order number, customer name, email, or variable symbol
- Payment status — Filter by payment status (Pending, Paid, Failed, Partially Refunded, Refunded)
- Sort by — Newest, oldest, highest amount, lowest amount
- Status — Filter by order status (Pending, Processing, Shipped, Ready for pickup, Out for Delivery, Delivered, Completed, Cancelled, Returned)
- Invoice type — Filter by document type (Invoice, Advance invoice)
- Payment method — The list of options is built automatically from the payment methods actually used in your orders
- Shipping method — Filter by delivery method
- Delivery country — Filter by delivery country
- Clear filters — Button to reset all filters
Order Card Details
Each order in the list is displayed as a card with the following information:
| Information | Description |
|---|---|
| Customer name and email | Contact details of the person who created the order |
| Order number | Unique identifier. The format is prefix + sequence number based on numbering settings (Admin > Settings > Invoices), e.g. 2026000123 |
| Order status (Badge) | Visual status indicator — click it to change the status directly |
| Payment status (Badge) | Visual payment status indicator |
| Documents (Badges) | Displayed documents: Advance invoice, Invoice |
| Order date | When the order was created |
| Order amount | Total financial value of the order |
| Variable symbol | Identifier for bank transfers (in SK/CZ) |
| Delivery and payment method | Carrier (Packeta, GLS, …) and payment method, with the delivery country flag |
Order Actions
Creating a New Order
Click the + Create Order button. A form for manual order creation opens:
- Select an existing customer or enter details of a new one
- Add products to the order (search with autocomplete)
- Fill in the billing and shipping address, optionally company details (company ID, tax ID, VAT ID)
- Set the payment and delivery method
- Optionally set the order status, payment status, coupon, and notes
- Click Create Order
This feature is useful for orders received by phone or in special cases.
Bulk Actions
Bulk operations are split into two places:
The "Bulk actions" dropdown in the list header contains exports and import:
- Export all orders — Export orders
- Export invoices (PDF ZIP) — Download invoices as a ZIP archive
- Dispatch sheet (PDF) — Overview for packing shipments
- Packeta CSV / XML — Export pending shipments for Packeta
- Import orders — Import orders from a file
The selection bar appears after checking orders with the checkbox and allows:
- Change status — Change the status of selected orders
- Change payment status — Change the payment status of selected orders
- Delete — Permanent removal of orders (available only if all selected orders are Pending or Cancelled — be careful!)
Related Sections
In the administration you will find additional sections focused on document management:
- Tax documents (
/admin/orders/tax-documents) — Managing and generating tax documents - Advance invoices (
/admin/orders/advance-invoices) — Managing advance invoices - Credit notes (
/admin/orders/credit-notes) — Managing credit notes for returned items - Delivery notes (
/admin/orders/delivery-notes) — Generating and managing delivery notes - Tax documents for received payment (
/admin/orders/payment-tax-documents) — Documents for received payments - Order export (
/admin/orders/export/...) — Bulk exports (all orders, invoice PDFs, dispatch sheet, Packeta)
Order Detail
Path: Admin > Orders > [Order] (/admin/orders/{id})
Top Action Bar
At the top of the order detail you will find:
- Print — Dropdown menu: standard print or PDF download
- Document — Dropdown menu with options:
- Create tax invoice
- Create advance invoice
- Download delivery note
- Resend emails — Re-send order emails to the customer
- Delete — Button for permanent order removal
- Arrows — Navigation to the previous/next order
Four Tabs: Details, Customer, History, Stock
Tab: Details
Order Items
A list of ordered products with the following data:
- Image — Product thumbnail
- Name — Product name
- SKU / EAN — Product codes (if they exist)
- Quantity — Editable field for changing the number of pieces
- Unit price — Price per piece
- Subtotal — Total item price (quantity × unit price)
The + Add Item button allows adding more products to an existing order.
INFO
Editing quantity and adding items is only possible for orders that have not yet been shipped, delivered, completed, cancelled, or returned.
Invoices
This section displays all documents related to the order:
- Advance invoice — Invoice for partial payment (if it exists)
- Tax invoice — Final invoice for the order
- Credit notes — List of credit notes for the order (if they exist)
For each document, the following buttons are available:
- Download — Download in PDF format
- View — Display in the browser
- Regenerate — Regenerate the document
If the document does not exist yet, a button to create it is shown.
Shipping and Billing Details
Shipping address: First name, last name, email, phone, street, city, ZIP, country
Billing address: First name, last name, email, phone, street, city, ZIP, country
The Update Addresses button saves changes in both addresses.
Order Management (Sidebar)
Order Status
Dropdown with 9 status options:
- Pending
- Processing
- Shipped
- Ready for pickup
- Out for Delivery
- Delivered
- Completed
- Cancelled
- Returned
Payment Status
Dropdown with 5 options: Pending, Paid, Failed, Partially Refunded, Refunded
Other Fields
- Shipping method — Carrier selection (Packeta, GLS, Personal pickup, etc.)
- Tracking number — Tracking number of the shipped order
- Delivery platform — Delivery platform specification
- Admin notes — Internal notes for the order (the customer's note is displayed separately)
The Update Order button saves all changes in the sidebar section.
Order Summary
- Subtotal — Sum of all item prices without shipping
- Discounts — Discount, coupon, and redeemed loyalty points (if any)
- Shipping — Delivery cost
- Payment fee — Payment method fee (if any)
- VAT and tax mode — Calculated tax and mode (e.g. reverse charge)
- Total — Final amount to pay
- Credit notes — Sum of issued credit notes (if any)
Tab: Customer
Contains customer information:
- Name, email, phone
- Company details (if provided)
- View Customer — Link to the complete customer profile (for registered customers)
Tab: History
Displays a linear timeline of order events:
- Recent events — Event name, description, and timestamp
- Filtering — By event type, text, or date range
Tab: Stock
Displays stock movements related to the order.
Order Lifecycle
Cart → Checkout → Payment initiated → Payment confirmed → Processing → Shipped → Completed
→ Payment failed (retry or cancel)
→ Cancelled (manually or by system)Order Statuses
| Status | Meaning |
|---|---|
| Pending | Order created, payment not yet confirmed |
| Processing | Payment confirmed, awaiting fulfillment |
| Shipped | Order handed over to the carrier |
| Ready for pickup | Order is ready for pickup |
| Out for Delivery | Order is in transit to the customer |
| Delivered | Order was successfully delivered to the customer |
| Completed | Order closed and finalized |
| Cancelled | Order cancelled |
| Returned | Goods returned by the customer |
Payment statuses are tracked independently of the order status:
| Payment status | Meaning |
|---|---|
| Pending | Awaiting payment confirmation |
| Paid | Payment received |
| Failed | Payment attempt unsuccessful |
| Partially Refunded | Partial refund issued |
| Refunded | Payment refunded in full |
Checkout Flow
- Customer adds products to the cart (logged in or guest)
- Applies discount codes or loyalty points
- Enters the shipping address (or selects a saved address)
- The system offers delivery methods (filtered by stock availability, cart weight, and logistics restrictions; availability for the delivery country is verified at order submission)
- Customer selects a delivery method
- The system calculates the shipping price (base + rules + free shipping check)
- Payment method selection
- Tax mode detection (B2C standard VAT, B2B reverse-charge if VIES passed)
- Automatic gift selection (if the condition is met)
- Order submission — stock reservations are transferred from the cart to the order
- Redirect to the payment gateway or inline payment
- The payment gateway webhook confirms the payment → the order moves to "Processing" and stock is physically deducted
Stock Reservation
A stock reservation is created as soon as a product is added to the cart (if reservations are enabled). At order submission, reservations are transferred from the cart to the order, and the actual stock deduction happens only after payment confirmation.
Guest checkout: Customers can shop without registration. Orders are linked by session ID. Guests can check the "I also want to register" option directly at checkout and create an account during the purchase.
Payment Methods
Path: Admin > Settings > Payment Methods
| Gateway | Regions | Test mode |
|---|---|---|
| Stripe | Global | Via test API keys |
| GoPay | CZ, SK | Yes (toggle) |
| Comgate | CZ, SK | Yes (toggle) |
| Finby (including Apple Pay, Google Pay) | SK | Via sandbox endpoint |
| Pay24 | SK | Yes (toggle) |
| GlobalPayments (GP webpay) | SK, CZ | Yes |
| Bank transfer | Anywhere | N/A |
| Cash on delivery | Anywhere | N/A |
Payment method fees: Payment methods can be assigned a fixed-amount fee. The fee is configured for a combination of shipping and payment method (in shipping method settings).
Stripe: Payment methods (cards, BLIK, iDEAL, and others) are configurable — local methods are activated in the Stripe Dashboard. Enhanced conversions for Google Ads are supported (in tracking codes settings).
Bank transfer: The system generates a variable symbol (order reference). Payment instructions are emailed to the customer. You confirm the payment manually by changing the order's payment status (or it is matched automatically by the bank integration).
Cash on delivery: Payment is collected upon delivery. COD support is configurable per delivery method.
Tax Settings
| Mode | Condition | Behavior |
|---|---|---|
| Normal | B2C or B2B in the same country | Standard VAT included in prices |
| Reverse charge | Verified B2B buyer in another EU country | VAT excluded; the buyer accounts for it in their country |
OSS (One Stop Shop): If OSS registration is enabled in your tax settings, the VAT rate of the buyer's country is automatically applied for B2C sales to customers in other EU countries. Without OSS registration, the domestic rate is used.
VIES validation: B2B customers can enter a VAT ID at checkout. The system validates it via EU VIES. A valid VAT ID from another EU country triggers the reverse-charge mode (zero VAT on the order).
Shipping Methods
Path: Admin > Settings > Shipping Methods
Each delivery method contains:
| Field | Description |
|---|---|
| Type | custom, packeta, gls, sk_posta, sps, ppl |
| Name | Displayed to the customer |
| Base price | Default delivery price |
| COD support | Whether the method allows payment on delivery |
| Fee rules | Conditional price overrides (by weight, price, or number of items in the cart) |
| Free shipping threshold | Minimum order value for free shipping |
| Country restrictions | List of allowed countries |
| Region restrictions | Region-level restrictions |
| ZIP restrictions | Postal zone restrictions (ranges, wildcards) |
| Cart weight | Minimum and maximum cart weight for method availability |
| Estimated delivery time | Displayed to the customer (including shipping cutoff time and weekend deliveries) |
Packeta: The customer selects a Packeta pickup point on a map.
GLS: The service type is configured — home delivery or ParcelShop — together with API credentials and label printing settings.
Refunds
Path: Admin > Orders > [Order] > Refund
Refunds can be issued via the admin. Both partial and full refunds are supported. The actual refund on the payment gateway is initiated automatically via the gateway API. A credit note can be generated for refunded orders.
Credit Notes
Path: Admin > Orders > Credit notes (/admin/orders/credit-notes)
A credit note (corrective tax document) is issued when goods or a payment are returned. The Credit notes page lists all credit notes with PDF download and bulk export.
Voiding and deleting a credit note
A credit note is a tax document, so it has two distinct operations — choose based on the situation:
- Void — The credit note is marked as cancelled, but the record and its PDF are kept for audit. A cancelled credit note is excluded from VAT reporting. This is the safe way to undo a credit note issued by mistake. Only a credit note with the Issued status can be voided.
- Delete — The credit note is permanently removed, including its PDF. Use this only for a genuine misclick (e.g. a double click). It leaves a gap in the number sequence — which is legally fine (reusing a number is not).
TIP
If the credit note has already been handed to the customer or included in your accounting, use Void, not Delete — that keeps a full audit trail.
Cancelling and Deleting Orders
If an order is created by mistake (for example a test order), you have two options — cancel it or permanently delete it.
WARNING
Deleting an order is permanent and irreversible. It also cascade-deletes the order's documents (advance and tax invoices). If a tax invoice was already issued for the order, deleting it leaves a gap in your invoice number sequence, which accountants and tax authorities in SK/CZ dislike. For a genuine test order this usually doesn't matter; but if it sits between real orders, prefer to just cancel it instead of deleting.
What can be deleted
Only orders in the "Pending" or "Cancelled" status can be deleted. Orders in other statuses (Processing, Shipped, etc.) cannot be deleted — you must cancel them first.
Unpaid order (status "Pending")
You can delete it directly:
- In the order detail, click the Delete button, or
- In the order list, tick the order's checkbox and use Delete in the selection bar.
Paid order (status "Processing")
A paid order cannot be deleted directly. Do it in two steps:
- In the order detail, change the Order status to Cancelled and save. This restores stock and adjusts sales statistics.
- The Delete button now becomes available — delete the order.
What happens on deletion
- The order's stock reservations are released (reserved quantity is restored to the warehouse)
- Gift product stock is restored
- Order items are deleted
- The order's invoices are cascade-deleted
TIP
If you want to keep a record of the order (for example to preserve an unbroken invoice number sequence), just cancel it — it stays in the system but is excluded from active fulfillment. Use deletion only when you want to remove the order entirely.
Withdrawal from Contract
Path: Admin > Orders > Withdrawals (/admin/withdrawals)
Merzio includes an optional public form for withdrawing from a purchase contract (per Slovak law §20a). When enabled, it is available at /withdrawal — the customer looks up their order, fills in the request, and confirms it via email. The link does not appear in the store automatically — add it where customers can see it via menu management.
Managing requests in the admin:
- List of withdrawal requests with detail view and status changes
- Download a request as PDF
- CSV export of requests
Settings (Admin > Settings > Withdrawal form):
- Enable — Turn the public form on/off
- Intro text — Text displayed on the form
- Link label — Text of the link to the form
- Confirmation email — Subject and body of the customer email
- Admin notification — Email address notified about new requests
Invoices and Documents
The platform generates PDF documents:
| Document | Trigger |
|---|---|
| Invoice | Automatically on payment confirmation, or manually |
| Advance invoice | Before full payment (configurable) |
| Delivery note | For physical order fulfillment |
| Credit note | On payment refund |
Document numbering: For each document type, the prefix, total character length, and starting number are configurable. For orders, there is additionally a numbering type option — numeric series or random number.
WARNING
The advance invoice prefix and the tax invoice prefix should not be the same — both document types would then draw numbers from one shared sequence, leaving gaps in the tax invoice numbering.
Company information: Set the company name, address, bank account number, company ID (IČO), tax ID (DIČ), and VAT ID (IČ DPH) for Slovak/Czech legal requirements.
Customers and Account Management
Path: Admin > Customers (/admin/users)
Customers register and log in with accounts separate from employees.
User Management
Each user card displays:
- Avatar — User initials
- Name — First and last name
- Email — Email address
- Badges — Verified/Unverified, role (Admin/User), Staff, Company/Private
- Customer groups — List of assigned groups (including B2B)
- Registration date — When the user registered
User Actions
- View — Detailed customer profile including order history
- Impersonate — Log in as the given user (useful for testing)
- Staff — Manage the staff role (for regular users, "Promote")
- Edit — Edit customer data
- Delete — Delete the customer account
Filtering and Search
- Search — Search by name or email
- Select role — Filter by role (Admin, Staff, User, etc.)
- Customer type — All / Company / Private
Bulk Operations
- Export — Export the customer list in CSV, XML, or JSON format
- Import — Import customers from a CSV, Excel, or JSON file
- + Create User — Manual creation of a new customer account
Staff Management
Path: /admin/staff
Manage employees and their access to the administration.
Adding an Employee
Personal details: First name, Last name, Email (required), Phone (optional), Password (required).
Roles
There are 6 predefined roles available:
- Store Manager — Full access to products, orders, and customers
- Order Manager — Order management and customer service
- Product Manager — Product, category, and stock management
- Marketing Manager — Marketing, coupons, and promotions management
- Customer Service — Resolving customer inquiries and basic order management
- Content Manager — Reviews and SEO management
Additional Permissions
In addition to roles, you can assign 65 individual permissions for precise access control (e.g. View products, Create products, Edit orders, Manage coupons, etc.).
TIP
Activate two-factor authentication (2FA) for all employees.
Customer Groups
Path: /admin/customer-groups
Customer groups allow you to organize customers by their characteristics (e.g. VIP customers, wholesalers, business customers).
Creating a Customer Group
The form for creating a new group contains:
- Name — Group name (e.g. "VIP customers", "Partners")
- Description — Brief description of the group and its purpose
- Discount percentage — Automatic discount granted to group members (%)
- Priority — Group priority order (higher number = higher priority)
- Active — Enable/disable the group
Groups are used in coupons and quantity discounts.
Wholesale Customers (B2B)
Path: /admin/b2b-customer-groups
Manage groups of wholesale customers and B2B customers with special prices and conditions.
Creating a B2B Group
The form is divided into four sections:
1. Basic Information
- Name — B2B group name (e.g. "Distributors", "Partner companies")
- Description — Detailed group description
2. Pricing
- Discount percentage — Overall discount granted to B2B group members (%)
- Priority — Priority order (higher number = higher priority)
- Active — Enable/disable the group
3. Scope
Define which products and categories are available for the B2B group:
- Product scope — All / Only selected / All except selected
- Category scope — All / Only selected / All except selected
4. Availability
- Languages — Multi-select field for choosing available languages
- Currencies — Multi-select field for choosing available currencies
Loyalty Program
Path: /admin/loyalty/
The loyalty program allows customers to collect points and redeem them for discounts or benefits. Activate/deactivate the entire system with the main loyalty system toggle.
Points configuration:
- Points per currency unit — How many points the customer receives per €1 spent
- Round points — Rounding to whole numbers
Five rule tabs:
- Earning points — Rules for earning points
- Redeeming points — Conditions for exchanging points, maximum points per order, and maximum percentage of the order value
- Restrictions — Combinability: partial point redemption, combining with coupons and membership discounts
- Expiration — How long points are valid
- Advanced — Additional settings including the minimum order value for redeeming points
Membership levels (/admin/loyalty/membership-levels) — Define different levels (e.g. Bronze, Silver, Gold) with different benefits.
Loyalty accounts (/admin/loyalty/accounts) — Manage individual customer loyalty accounts and transaction history.
Member assignments (/admin/loyalty/assignments) — Manage member assignments to individual loyalty levels.
Reviews
Path: /admin/reviews
Customers can leave product reviews with ratings.
Review Settings
- Enable reviews — Activate/deactivate reviews on the e-shop
- Submission policy — Who can submit reviews (everyone or registered users only)
- Require approval — Moderation before publishing
- Admin email notifications — Notification for a new review
Review Filtering
- Status — Pending, Approved, Rejected
- Search product — Search by product
Tips for Effective Order Management
- Regular monitoring — Check new orders at least twice a day
- Manual vs. Automatic payment — Set up notifications for unpaid orders
- Packing and delivery — Update statuses on time so customers stay informed
- Documents — Always issue an invoice before shipping if required by law
- Export for your accountant — Export orders monthly for your accountant