Order Process
Path: Admin > Orders
Order management is a key part of your e-commerce operation. Merzio provides you with 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
Navigating to /admin/orders takes you to the main order management page. Here you can see all orders in 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 successfully paid orders
- Packeta orders — Number of orders with Packeta delivery
- GLS orders — Number of orders with GLS delivery
Filtering and Search
Merzio offers powerful tools for finding specific orders:
- Search — Search by order number, customer email, or name
- Payment status — Filter orders by status (Unpaid, Partially paid, Paid)
- Sort by — Sort by date, amount, or other criteria
- Status — Filter by order status (Processing, Shipped, Delivered, Cancelled)
- Invoice type — Filter by document type (Invoice, Advance invoice, Credit notes)
- Payment method — Filter by method (Credit card, Bank transfer, Cash on delivery)
- 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 placed the order |
| Order number | Unique order identifier (e.g. ORD-2026-001) |
| Order status (Badge) | Visual status indicator (e.g. "Processing", "Shipped") |
| Documents (Badges) | Displayed documents: Advance invoice, Invoice, Credit notes |
| 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 method | Carrier (Packeta, GLS, Personal pickup, etc.) |
Order Actions
Creating a New Order
Click the + Create Order button. A form will open for manually creating an order:
- Select or create a customer
- Add products to the order
- Set the payment and delivery method
- Set the order date
- Click Save Order
This feature is useful for phone orders or special cases.
Bulk Actions
Click the Bulk Actions dropdown menu to perform operations on multiple orders at once:
- Change status — Change the status of selected orders
- Send email — Send a notification
- Export — Download selected orders
- Delete — Permanently remove orders (be careful!)
Related Sections
In the administration you will find additional sections for document management:
- Tax documents (
/admin/tax-documents) — Management and generation of tax documents - Advance invoices (
/admin/advance-invoices) — Management of advance invoices - Credit notes (
/admin/credit-notes) — Management of credit notes for returned items - Delivery notes (
/admin/delivery-notes) — Generation and management of delivery notes - Payment tax documents (
/admin/payment-tax-documents) — Documents for received payments - Order export (
/admin/orders-export) — Bulk export to CSV/XLSX
Order Detail
Path: Admin > Orders > [Order] (/admin/orders/{id})
Top Action Bar
At the top of the order detail you will find:
- Print — Button to print the order
- Document — Dropdown menu with options:
- Add tax document
- Create advance invoice
- Delivery note
- Delete — Button to permanently remove the order
Four Tabs: Details, Customer, History, Stock
Tab: Details
Order Items
Table of ordered products with the following columns:
- Image — Product thumbnail
- Name — Product name
- EAN — Product code (if applicable)
- Quantity — Editable field to change the number of units
- Unit price — Price per one unit
- Subtotal — Total price of the line item (quantity × unit price)
The + Add item button allows you to add more products to an existing order.
Invoices
This section displays all invoices related to the order:
- Advance invoice — Invoice for partial payment (if applicable)
- Tax invoice — Final invoice for the order
For each invoice the following buttons are available:
- Download — Download the invoice in PDF format
- View — Display the invoice in the browser
- Regenerate — Refresh/regenerate the invoice
Delivery and Billing Details
Delivery address: First name, last name, email, phone, street and number, city, postal code, country
Billing address: First name, last name, email, phone, street and number, city, postal code, country
The Update addresses button saves changes to both addresses.
Order Management (Sidebar)
Order Status
Dropdown with 9 status options:
- Pending
- Processing
- Shipped
- Ready at pickup point
- In transit
- Delivered
- Completed
- Cancelled
- Returned
Payment Status
Dropdown with 4 options: Pending, Paid, Failed, Refunded
Additional Fields
- Shipping method — Select a carrier (Packeta, GLS, Personal pickup, etc.)
- Tracking number — Tracking number for the dispatched order
- Delivery platform — Specification of the delivery platform
- Admin notes — Internal notes on the order
The Update order button saves all changes in the sidebar section.
Order Summary
- Subtotal — Sum of all item prices excluding shipping
- Shipping — Delivery cost
- Total — Final amount due
Tab: Customer
Contains information about the customer:
- Name, email, phone
- View customer — Link to the full customer profile
Tab: History
Displays a linear timeline of order events:
- Recent events — Event name, description, and timestamp
- Filtering — By event type, text, or date range
- Export — Download the history in CSV or PDF format
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 (manual or system)Order Statuses
| Status | Meaning |
|---|---|
| Pending | Order created, payment not yet confirmed |
| Processing | Payment confirmed, awaiting fulfillment |
| Shipped | Order dispatched to carrier |
| Ready at pickup point | Order is ready for collection |
| In transit | Order is on its way to the customer |
| Delivered | Order was successfully delivered to the customer |
| Completed | Order closed and finalized |
| Cancelled | Order cancelled |
| Returned | Full or partial refund issued |
Payment statuses are tracked independently of order status:
| Payment Status | Meaning |
|---|---|
| Pending | Awaiting payment confirmation |
| Paid | Payment received |
| Failed | Payment attempt failed |
| Refunded | Payment refunded |
| Partially refunded | Partial refund issued |
Checkout Flow
- Customer adds items to the cart (authenticated or guest)
- Applies coupon codes or loyalty points
- Enters a shipping address (or selects a saved address)
- The system validates available shipping methods for the address
- Customer selects a shipping method
- The system calculates shipping cost (base cost + fee rules + free shipping check)
- Payment method selection
- Tax mode detection (standard B2C VAT, or B2B reverse-charge if VIES passes)
- Automatic gift selection (if threshold is met)
- Order submission
- Stock reserved
- Redirect to payment gateway or inline payment
- Payment gateway webhook confirms payment → order moves to "Processing"
Guest checkout: Customers can check out without an account. Orders are linked by session ID. Guests are offered the option to create an account after purchase.
Payment Methods
Path: Admin > Settings > Payment Methods
| Gateway | Regions | Test Mode |
|---|---|---|
| Stripe | Global | Yes |
| GoPay | CZ, SK | Yes |
| Comgate | CZ, SK | Yes |
| Finby (incl. Apple Pay, Google Pay) | SK | Yes |
| Pay24 | SK | Yes |
| Bank transfer | Anywhere | N/A |
| Cash on delivery | Anywhere | N/A |
Payment method fees: Each payment method can have a fee added — a fixed amount or a percentage of the order total.
Stripe: Payment methods (cards, BLIK, iDEAL, and others) are configurable. Enhanced conversions for Google Ads are supported.
Bank transfer: The system generates a variable symbol (order reference). Payment instructions are emailed to the customer. You manually confirm payment by updating the order status.
Cash on delivery: Payment is collected at delivery. COD support is configurable per shipping method.
Tax Handling
| Mode | Condition | Behavior |
|---|---|---|
| Normal | B2C or same-country B2B | Standard VAT included in prices |
| Reverse charge | Validated B2B buyer in different EU country | VAT excluded; buyer accounts for VAT in their country |
OSS (One Stop Shop): For B2C sales to customers in other EU countries, the applicable VAT rate of the buyer's country is automatically applied.
VIES validation: B2B customers can enter a VAT number at checkout. The system validates it against the EU VIES service. A valid VAT number from a different EU country triggers reverse-charge mode (zero VAT on the order).
Shipping Methods
Path: Admin > Settings > Shipping Methods
Each shipping method contains:
| Field | Description |
|---|---|
| Type | custom, packeta, gls, sk_posta |
| Name | Display name shown to customers |
| Base cost | Default shipping cost |
| COD support | Whether this method allows cash on delivery |
| Fee rules | Conditional cost overrides (weight, country, order value) |
| Free shipping threshold | Minimum order value for free shipping |
| Country restrictions | List of allowed countries |
| Region restrictions | Sub-country region restrictions |
| Postal code restrictions | Postal zone restrictions |
| Maximum weight | Maximum shipment weight |
| Estimated delivery | Shown to customers |
Packeta: The customer selects a Packeta pickup point on a map during checkout.
GLS: Configurable GLS service codes (e.g. Express, Saturday delivery).
Refunds
Path: Admin > Orders > [Order] > Refund
Refunds can be issued through the admin. Partial and full refunds are supported. The actual gateway refund is initiated automatically via the gateway's API. A credit note can be generated for refunded orders.
Invoices and Documents
The platform generates PDF documents:
| Document | Trigger |
|---|---|
| Invoice | On order completion or manually |
| Advance invoice | Before full payment (configurable) |
| Delivery note | For physical order fulfillment |
| Credit note | On refund |
Invoice numbering: Configurable prefix, numbering type (numeric or alphanumeric), total character length, and starting number.
Company information: Set your company name, address, bank account number, company registration number, tax identification number, and VAT number for Slovak/Czech legal requirements.
Customers and Account Management
Path: Admin > Customers (/admin/users)
Customers register and log in to separate accounts from employees.
User Management
Each user card displays:
- Avatar — User profile picture
- Name — First and last name
- Email — Email address
- Role — Color-coded badges: Verified, Admin, User, Staff
- Customer groups — List of assigned groups
- Registration date — When the user registered
User Actions
- View — Detailed customer profile including order history
- Impersonate — Log in as that user (useful for testing)
- Staff — Assign or manage the staff role
- 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.)
- Status — Filter by active or inactive accounts
Bulk Operations
- Export — Export the customer list in CSV or Excel format
- Import — Import customers from a CSV file
- + Create user — Manually create a new customer account
Staff Management
Path: /admin/staff
Manage staff members and their access to the admin panel.
Adding a Staff Member
Personal details: First name, Last name, Email (required), Phone (optional), Password (required).
Roles
6 predefined roles are available:
- Store Manager — Full access to products, orders, and customers
- Order Manager — Order and customer service management
- Product Manager — Product, category, and stock management
- Marketing Manager — Marketing, coupons, and promotions management
- Customer Service — Handling customer inquiries and basic order management
- Content Manager — Review and SEO management
Additional Permissions
Beyond roles, you can assign 62 individual permissions for precise access control (e.g. View products, Create products, Edit orders, Manage coupons, etc.).
TIP
Enable two-factor authentication (2FA) for all staff members.
Customer Groups
Path: /admin/customer-groups
Customer groups allow you to organize customers by their characteristics (e.g. VIP customers, wholesalers, corporate 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, automatic gifts, and quantity discounts.
Wholesale Customers (B2B)
Path: /admin/b2b-customer-groups
Manage wholesale customer groups and B2B customers with special prices and terms.
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 description of the group
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 / Selected only / All except selected
- Category scope — All / Selected only / All except selected
4. Availability
- Languages — Multi-select field for available languages
- Currencies — Multi-select field for available currencies
Loyalty Program
Path: /admin/loyalty/
The loyalty program lets customers earn points and redeem them for discounts or benefits. Enable/disable the entire system with the Enable loyalty program toggle.
Points configuration:
- Points per currency unit — How many points a customer earns per €1 spent
- Round points — Round to whole numbers
Four rule tabs:
- Earning points — Rules for earning points (purchase, referral, social media)
- Redeeming points — Conditions for exchanging points for benefits
- Limits — Maximum points, minimum purchase, and other limits
- Expiration — How long points remain valid
Membership levels (/admin/loyalty/membership-levels) — Define different levels (e.g. Bronze, Silver, Gold) with varying benefits.
Loyalty accounts (/admin/loyalty/accounts) — Manage individual customer loyalty accounts and transaction history.
Member assignments (/admin/loyalty/assignments) — Manage member assignments to loyalty levels.
Reviews
Path: /admin/reviews
Customers can leave product reviews with ratings.
Review Settings
- Allow reviews — Activate/deactivate reviews on the e-shop
- Submission policy — How reviews will be submitted
- Require approval — Moderation before publishing
- Admin email notifications — Notification for new reviews
Filtering Reviews
- Status — Approved, unapproved, rejected
- Search product — Search by product name
Tips for Efficient Order Management
- Regular monitoring — Check new orders at least twice daily
- Manual vs. Automatic payment — Set up notifications for unpaid orders
- Packing and delivery — Update statuses promptly so customers are informed
- Documents — Always issue an invoice before shipping, as required by law
- Export for accountant — Export orders monthly for your accountant