We've complied some of the most common questions asked about managing your orders on ShopBase. In case you can find your questions listed below, please contact us via LiveChat to get immediate support.

On this page

A. What is the red triangle next to my order?
B. Why does my order's payment status show pending or authorized ?
C. Does tracking numbers automatically sync to my Paypal account?
D. What can I search on searching bar on Order page?
E. Why I cannot cancel my order, it shows not found payment gateway ?
F. Why my orders automatically fulfilled?
G. When I export file .CSV orders of personalized products, there is no field as Custom ?
H. Why sometimes I receive orders .CSV file via email?

A. What is the red triangle next to my order?

This is the self-assessment Fraud Analysis of ShopBase in your store to alert the potential of fraudulent action made by your customers. This article here would help you to understand thoroughly about our Fraud Analysis system to evaluate dishonest actions from buyers' end.

B. Why does my order's payment status show pending or authorized ?

It means that this amount has been successfully collected from buyer's bank account but it has not yet delivered into merchant's account due to some fraudulent signals detected by the bank system. That payment is hold and seller must contact to his customers and his bank also to confirm manually about the payment.

The dashboard admin might show a notification to alert merchants about (x)orders need to capture, which share the same meaning with pending and authorized.

C. Does tracking numbers automatically sync to my PayPal account?

You can follow this guideline to syncing tracking numbers directly from ShopBase to PayPal account.

D. What can I search on searching bar on Order page?

You can search with following fields:
Order name
Customer name
Customer email
Transaction-id
Total price

E. Why I cannot cancel my order, it shows not found payment gateway ?

Not found payment gateway means the merchant has changed the payment gateway they used to receive that order into the new one. To successfully cancel and refund to buyer, seller must process to refund via the platform of the account receiving that payment.

F. Why my orders automatically fulfilled?

You can go to Settings > Checkout to check in section Order Processing whether option Automatically fulfill the order's line items after an order has been paid is chose.

G. When I export file .CSV orders of personalized products, there is no field as Custom ?

When you export an order via CSV file in Order page, our default format does not contain field Custom. But to do so, please follow this instruction here

H. Why sometimes I receive orders .CSV file via email?

If you export a total of 50 orders or less, the file would be downloaded directly. If there are more than 50 orders on the list, the file would be sent via email which are logging in the store at that moment.
Please try to find in Promotion, Update or Spam inbox in case you receive none.
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