Overview
Order Management provides complete control over customer purchases, from viewing orders and processing payments to handling refunds and managing order lifecycle. Access all orders, search by customer or product, and take actions to fulfill orders efficiently.
Prerequisites
- WordPress Download Manager installed
- Premium Packages add-on activated
- At least one completed order
Accessing Orders
- Go to Downloads > Orders
- View the orders list
- Click any order to view details
Orders List
Overview Display
┌─────────────────────────────────────────────────────────────────────────────┐ │ Orders [Search] [Export CSV] │ ├─────────────────────────────────────────────────────────────────────────────┤ │ Order │ Customer │ Items │ Total │ Status │ Date │ ├─────────────────────────────────────────────────────────────────────────────┤ │ #1234 │ John Smith │ 2 │ $149.98 │ Completed │ Jan 24, 2026 │ │ #1233 │ Mary Johnson │ 1 │ $49.99 │ Completed │ Jan 24, 2026 │ │ #1232 │ Bob Wilson │ 1 │ $99.99 │ Pending │ Jan 23, 2026 │ │ #1231 │ Alice Brown │ 3 │ $199.97 │ Refunded │ Jan 23, 2026 │ │ #1230 │ Guest │ 1 │ $29.99 │ Completed │ Jan 22, 2026 │ └─────────────────────────────────────────────────────────────────────────────┘ │ Showing 1-5 of 234 orders [] │ └─────────────────────────────────────────────────────────────────────────────┘
List Columns
| Column | Description |
|---|---|
| Order | Order number (#1234) |
| Customer | Customer name |
| Items | Number of items |
| Total | Order total |
| Status | Current status |
| Date | Order date |
| Actions | Quick action buttons |
Filtering Orders
Filter by: ├─ Status: [All Statuses ▼] ├─ Date: [This Month ▼] ├─ Product: [All Products ▼] ├─ Gateway: [All Gateways ▼] └─ Customer: [Search customer... ]
Sorting
Click column headers to sort:
- Order # (ascending/descending)
- Customer (A-Z/Z-A)
- Total (high/low)
- Date (newest/oldest)
Order Statuses
Status Definitions
| Status | Meaning | Download Access |
|---|---|---|
| Pending | Awaiting payment | No |
| Processing | Payment being processed | No |
| Completed | Payment confirmed | Yes |
| On Hold | Manually paused | No |
| Expired | License/access expired | Limited |
| Cancelled | Order cancelled | No |
| Refunded | Payment refunded | No |
| Failed | Payment failed | No |
Status Flow
New Order → Pending → Processing → Completed
↓ ↓
Failed On Hold
↓
Cancelled/Refunded
Automatic Status Changes
| Event | Status Change |
|---|---|
| Order placed | → Pending |
| Payment received | → Completed |
| Payment fails | → Failed |
| Refund processed | → Refunded |
| License expires | → Expired |
Viewing Order Details
Order Overview
Click any order to see details:
┌─────────────────────────────────────────────────────────────────────────────┐ │ Order #1234 Status: Completed │ ├─────────────────────────────────────────────────────────────────────────────┤ │ │ │ Customer Information │ Order Details │ │ ──────────────────────────── │ ──────────────────────────── │ │ Name: John Smith │ Date: January 24, 2026 │ │ Email: john@example.com │ Payment Method: Stripe │ │ Phone: +1 (555) 123-4567 │ Transaction ID: ch_1234567 │ │ │ IP Address: 192.168.1.1 │ │ Billing Address │ │ │ 123 Main Street │ │ │ New York, NY 10001 │ │ │ United States │ │ │ │ ├─────────────────────────────────────────────────────────────────────────────┤ │ Order Items │ ├─────────────────────────────────────────────────────────────────────────────┤ │ Product │ License │ Qty │ Price │ Total │ │ ────────────────────────────────────────────────────────────────────────── │ │ Software Pro │ Business │ 1 │ $99.99 │ $99.99 │ │ License Key: XXXX-XXXX-XXXX-XXXX │ │ Template Pack │ Standard │ 1 │ $49.99 │ $49.99 │ │ │ │ Subtotal: $149.98 │ │ Tax (10%): $15.00 │ │ ───────────────── │ │ Total: $164.98 │ │ │ ├─────────────────────────────────────────────────────────────────────────────┤ │ [Resend Confirmation] [View Invoice] [Issue Refund] [Add Note] │ └─────────────────────────────────────────────────────────────────────────────┘
Order Information
| Section | Contents |
|---|---|
| Customer Info | Name, email, phone |
| Billing Address | Full billing address |
| Order Details | Date, payment method, transaction ID |
| Items | Products, licenses, quantities |
| Totals | Subtotal, tax, discounts, total |
| Notes | Internal notes and history |
Order Actions
Available Actions
| Action | Description |
|---|---|
| View | See full order details |
| Edit | Modify order (limited) |
| Resend Email | Re-send confirmation |
| View Invoice | Generate invoice PDF |
| Issue Refund | Process refund |
| Add Note | Add internal note |
| Change Status | Update order status |
Changing Order Status
- Open order details
- Find Status dropdown
- Select new status
- Optionally add note
- Click Update
Status: [Completed ▼]
├─ Pending
├─ Processing
├─ Completed ✓
├─ On Hold
├─ Cancelled
└─ Refunded
☐ Notify customer of status change
[Update Status]
Resending Confirmation Email
- Open order
- Click Resend Confirmation
- Confirm action
- Email sent to customer
Viewing/Printing Invoice
- Open order
- Click View Invoice
- Invoice opens in new tab
- Print or download PDF
Processing Refunds
Full Refund
- Open order
- Click Issue Refund
- Select Full Refund
- Enter reason
- Click Process Refund
┌─────────────────────────────────────────┐ │ Issue Refund - Order #1234 │ ├─────────────────────────────────────────┤ │ Order Total: $164.98 │ │ │ │ Refund Type: │ │ ○ Full Refund ($164.98) │ │ ○ Partial Refund │ │ │ │ Reason: │ │ [Customer requested ▼] │ │ │ │ ☑ Refund via original payment method │ │ ☑ Revoke download access │ │ ☐ Send refund notification email │ │ │ │ [Cancel] [Process Refund] │ └─────────────────────────────────────────┘
Partial Refund
- Open order
- Click Issue Refund
- Select Partial Refund
- Enter amount
- Click Process Refund
Partial Refund Amount: [$] [50.00] (Maximum: $164.98)
Refund Options
| Option | Description |
|---|---|
| Via Payment Method | Refund through Stripe/PayPal |
| Manual Refund | Record refund (external processing) |
| Revoke Access | Remove download access |
| Keep Access | Maintain access despite refund |
Order Notes
Adding Notes
┌─────────────────────────────────────────┐ │ Order Notes │ ├─────────────────────────────────────────┤ │ [Enter note... ] │ │ ○ Private note (admin only) │ │ ○ Note to customer (send email) │ │ [Add Note] │ ├─────────────────────────────────────────┤ │ Jan 24, 2026 14:23 - Admin │ │ Customer requested invoice resend │ │ │ │ Jan 24, 2026 10:15 - System │ │ Payment completed via Stripe │ │ │ │ Jan 24, 2026 10:14 - System │ │ Order placed │ └─────────────────────────────────────────┘
Note Types
| Type | Visibility |
|---|---|
| Private | Admin only |
| Customer Note | Sent to customer via email |
| System | Auto-generated by system |
Bulk Actions
Available Bulk Actions
- Select multiple orders (checkboxes)
- Choose action from dropdown
- Click Apply
Bulk Actions: ├─ Change status to Completed ├─ Change status to On Hold ├─ Change status to Cancelled ├─ Export Selected └─ Delete Selected
Bulk Export
Export selected orders to CSV:
- Select orders
- Choose Export Selected
- Download CSV file
Exporting Orders
Export All Orders
- Click Export CSV button
- Choose date range
- Select fields to include
- Download file
Export Options
┌─────────────────────────────────────────┐ │ Export Orders │ ├─────────────────────────────────────────┤ │ Date Range: │ │ From: [2026-01-01] To: [2026-01-31] │ │ │ │ Status: │ │ ☑ Completed ☐ Pending ☐ Refunded │ │ │ │ Include Fields: │ │ ☑ Order ID ☑ Customer Name │ │ ☑ Email ☑ Products │ │ ☑ Total ☑ Tax │ │ ☑ Status ☑ Payment Method │ │ ☑ Date ☐ IP Address │ │ │ │ [Export CSV] │ └─────────────────────────────────────────┘
CSV Format
Order ID,Customer,Email,Products,Total,Tax,Status,Date 1234,John Smith,john@example.com,"Software Pro, Template Pack",164.98,15.00,Completed,2026-01-24 1233,Mary Johnson,mary@example.com,Software Pro,54.99,5.00,Completed,2026-01-24
Search & Filter
Quick Search
Search: [order number, email, or name...]
Searches:
- Order number
- Customer name
- Customer email
- Transaction ID
Advanced Filters
┌─────────────────────────────────────────┐ │ Advanced Filters │ ├─────────────────────────────────────────┤ │ Status: [All Statuses ▼] │ │ Product: [All Products ▼] │ │ Gateway: [All Gateways ▼] │ │ Date From: [2026-01-01 ] │ │ Date To: [2026-01-31 ] │ │ Total Min: [$] [ ] │ │ Total Max: [$] [ ] │ │ │ │ [Apply Filters] [Reset] │ └─────────────────────────────────────────┘
Order Emails
Automatic Emails
| Trigger | |
|---|---|
| Order Confirmation | Order completed |
| Invoice | Order completed |
| Refund Notification | Refund processed |
| License Key | Order with license |
| Download Link | Order completed |
Manual Emails
From order details:
- Resend confirmation
- Send custom note
- Send invoice
Email Templates
Customize at Downloads > Settings > Emails
Order Reports
Quick Stats
On Orders page header:
Today: 5 orders ($499.95) This Week: 23 orders ($2,345.67) This Month: 89 orders ($8,901.23)
Detailed Reports
Go to Downloads > Statistics > Sales:
- Revenue over time
- Orders by status
- Top products
- Payment methods
- Geographic data
Troubleshooting
Order Stuck on Pending
Causes:
- Payment not completed
- IPN/webhook not received
- Gateway communication issue
Solutions:
- Check payment gateway dashboard
- Verify webhook URL
- Manually update if payment received
Customer Can’t Download
Causes:
- Order not completed
- Access revoked
- License expired
Solutions:
- Verify order status is “Completed”
- Check if access was revoked
- Check license expiration
Duplicate Orders
Cause: Customer clicked multiple times
Solutions:
- Only fulfill one order
- Refund duplicates
- Contact customer
Missing Order
Causes:
- Payment failed silently
- Order in different status
- Search filter hiding it
Solutions:
- Check all statuses
- Clear filters
- Search by email
Related Documentation
Last updated: January 2026
Applies to: WordPress Download Manager 7.x + Premium Packages