> For the complete documentation index, see [llms.txt](https://docs.hotwax.co/documents/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hotwax.co/documents/retail-operations/orders/order-management/view-order-details.md).

# Order details

Review an order, correct fulfillment details, and perform the actions available for its current state.

Open an order from `Find orders`, a workflow queue, or a task queue. Use this page to understand the order's history, investigate a problem, and change only the item or ship group that needs attention.

Many actions depend on the order status, item status, facility type, selected rows, and your permissions. The `Items` footer shows only valid actions, while other controls can remain visible until a request is validated.

## Confirm that you opened the right order

The page heading shows the order name, HotWax order ID, and current status. Review these values before changing the order, especially when several orders have similar customer names.

The timeline records events such as Shopify creation and import, approval, brokering, return or exchange activity, and completion. Select a linked order or return to open that record.

{% hint style="info" %}
When the order has no recorded timeline events, the page can show generic status and facility rows. Treat those rows as placeholders, not as an audit history.
{% endhint %}

Use the header cards to confirm the business context:

| Card                    | How to use it                                                                                                                                                                                                       |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `Customer`              | Confirm the placing customer and the contact information attached to the order. Open `View details` to work with [Customer details](/documents/retail-operations/orders/order-management/view-customer-details.md). |
| `Source`                | Confirm the product store, sales channel, point-of-sale facility, and linked source order or return when the order is an exchange.                                                                                  |
| `Order identifications` | Compare the external order number, HotWax order ID, order name, and any additional identifiers. Open the Shopify link when it is available.                                                                         |
| `Attributes`            | Review read-only order metadata used by integrations or business processes.                                                                                                                                         |
| `Fraud risk`            | Review the recommendation, risk level, and fact counts when a risk assessment exists.                                                                                                                               |

### Add missing customer information

Use `Add` beside a missing email, phone, billing address, or locale when the customer profile needs that information.

1. Select `Add` beside the missing value.
2. Enter the requested information.
3. Save the change.
4. Wait for the order to reload and confirm that the value appears.

An email address and locale cannot be blank. A phone number is required when adding a phone; country and area codes are optional. A billing address requires Address line 1, City, Postal code, Country, and State or Province when the selected country uses states.

Email, phone, and billing-address changes update the customer profile. A locale change updates the order.

### Manage order identifications

Use `Manage` in `Order identifications` when an external system identifier is missing or incorrect.

1. Select `Manage`.
2. Add an unused identification type, edit an existing value, or remove an identification.
3. Save the change and confirm the success message.

System-sourced identifiers are locked unless your account has Order Manager administrator permission. Creating a new identification type requires a name. You can enter its Type ID or leave it blank to generate one from the name; either way, the ID cannot exceed 20 characters.

Removing an identification takes effect immediately and does not ask for confirmation.

### Review a fraud assessment

When fact chips appear in `Fraud risk`, select them to open the assessment. Review the provider, assessment date, risk level, fact description, and sentiment. The assessment is read-only. Use the [Fraud queue](/documents/retail-operations/orders/order-management/fraud-orders.md) or the `Holds` segment to resolve an open fraud-review task.

## Review and change order items

**Goal:** Confirm what was ordered and correct an item before fulfillment progresses.

**Use this flow when:** You need to add an item, change an item's facility, maintain item attributes, or cancel part of an order.

### Read an item group

The `Items` segment groups matching item rows into an expandable product row. The collapsed row shows the configured product identifiers, total ordered quantity, facility summary, status, base amount, and adjustments. A `+N` facility label means units are split across additional facilities.

Expand the row to review each underlying item, including its sequence ID, external ID, facility, attributes, status, ship group number, amount, and adjustments.

Selecting a grouped row selects every underlying item. `Select all` can also select completed or canceled rows, so review the selected items before using a footer action.

### Add an item

**Use this flow when:** A valid catalog item was omitted from an active order.

1. Select `Add items` in the `Items` toolbar.
2. If the order has more than one ship group, choose the destination ship group.
3. Search for the product.
4. Select `Add` beside the correct result.
5. Add other distinct products when needed, then close the dialog.
6. Confirm that the order reloads and the new item appears in the intended ship group.

Each selection adds a quantity of one. The dialog remains open so you can add different products, but it prevents adding the same result twice during that session. To add another unit of the same product, close and reopen `Add items`, add it again, and verify the resulting item rows.

`Add items` is not available on completed or canceled orders. A failed addition can mean insufficient inventory or an invalid product; read the error before trying another product.

### Change an item's facility

**Use this flow when:** An approved, active item must be rejected from its current allocation and released to another facility.

1. Expand the item group.
2. Select the enabled facility value on the item.
3. Search for and select a destination facility.
4. Review its available quantity, available-to-promise quantity, quantity on hand, safety stock, and order-capacity information.
5. Confirm the destination.
6. After the order reloads, verify the item's facility and status.

Facilities with available inventory appear first, but the list can still show and allow selection of a facility with zero displayed availability. Selecting a facility does not guarantee allocation; confirm the reloaded item's facility and status.

{% hint style="warning" %}
Order Manager first rejects one unit from the current allocation and then releases it to the selected facility. If the release fails after the rejection succeeds, the item can remain rejected. Inspect the reloaded item before retrying.
{% endhint %}

### Add, review, or remove item attributes

1. Expand the item group.
2. Select the attribute count, including a count of zero.
3. To add an attribute, enter its required name and optional value and description.
4. To remove an attribute, select its delete action.
5. Close the dialog and confirm that the order reloads.

Deleting an item attribute takes effect immediately and does not ask for confirmation.

### Cancel one item

1. Expand the item group.
2. Select `Cancel` on the active item.
3. Confirm the irreversible cancellation.
4. Verify the item's status after the order reloads.

The dialog does not collect a cancellation reason or note.

### Cancel several selected items

1. Select only the active items that must be canceled.
2. Confirm that the footer shows `Cancel`, the intended item count, and `items`.
3. Select the action and confirm the irreversible cancellation.
4. Verify each selected row after the order reloads.

When cancellable items are selected, a label such as `Cancel 3 items` replaces the whole-order `Cancel order` action. Clear the selection if you intend to cancel the whole order.

### Reconcile payments and totals

The payment card groups payment preferences by status and shows the method, status, creation date, amount, and section total. A linked exchange payment can open its related return.

Use these two values for different questions:

* `Net` adds authorized, settled, and received amounts, then subtracts refunds. It excludes canceled, declined, and not-received payments.
* `Payment received` in the totals card adds authorized, settled, and received amounts but does not subtract refunds.

The totals card shows the item subtotal, grouped adjustments, grand total, and payment received. Do not treat `Payment received` as the post-refund balance; use `Net` for that comparison.

## Work with a ship group

**Goal:** Correct the routing or fulfillment information for one ship group without changing unrelated groups.

**Use this flow when:** An order needs brokering, release, parking, pullback, a task, another item, or updated delivery information.

Each card identifies the ship group, facility, items, status, progress, and the `Brokered`, `Pick`, `Pack`, and `Ship` milestones. `Pending` means the page has no recorded time for that milestone.

An open-hold warning shows how many tasks apply to the group. Order Tasks do not replace the order or ship group status, and more than one task can apply. The internal `Broker ship group` and `Release` actions can remain available, while applicable open tasks can still keep that scope outside downstream picking. Select `View details` before changing the group.

The `Release` action on this page allocates selected items from a virtual ship group to a physical facility. It is an internal planning action, not the downstream picking release controlled by the active pick profile.

Expand the card to select items, review inventory, change carrier and shipping method, edit the shipping address, and work with the group actions.

### Review inventory for a ship group item

1. Expand the ship group.
2. Select the cube action beside the item.
3. Compare the displayed inventory count for each facility.
4. Close the dialog when you finish.

This view is read-only. A missing count appears as zero, so verify unexpected inventory through the retailer's inventory process before making an allocation decision. A physical ship group can also show the straight-line distance from its facility to the shipping address.

### Add or update fulfillment information

Use the option chips to add:

* `Gift options`
* `Shipping dates`, including `Ship after` and `Ship by`
* `Delivery dates`, including estimated ship and delivery dates
* `Instruction`

After a value exists, select its displayed row to edit it. The gift message also has a separate delete action.

Save one change at a time and confirm the success message. These values guide downstream fulfillment; they do not move the order to another lifecycle status.

### Change the carrier and shipping method

1. Expand the ship group.
2. Select the carrier.
3. Select a shipping method configured for that carrier.
4. Wait for the success message and page reload.
5. Reopen the group and confirm both values.

Changing the carrier clears the prior shipping-method selection. The change is saved only after you select the new shipping method.

### Edit the shipping address

1. Expand the ship group.
2. Open the shipping-address options and select `Edit`.
3. Enter Address line 1, optional Address line 2, City, Postal code, and Country.
4. Select State or Province after selecting the country.
5. Save the address and confirm the success message.

Changing the country clears the previous state selection. The order must have an associated customer party for the address update to succeed. Reopen the group and verify the saved address before releasing the order.

### Choose the correct ship group action

| Action              | When to use it                                                                                                                   | What it changes                                               |
| ------------------- | -------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------- |
| `Broker ship group` | An approved, active order has a ship group in a virtual facility that should be evaluated by a routing group.                    | Submits the whole ship group for brokering.                   |
| `Park Items`        | Selected items in a virtual group should be moved to another virtual parking facility instead of being released now.             | Moves only the selected items to the chosen parking facility. |
| `Release`           | An approved, active order has pre-fulfillment items in a virtual group that should be allocated directly to a physical facility. | Releases only the selected items to the chosen facility.      |
| `Pull back`         | Active items assigned to a physical facility should be rejected from that allocation for later routing or review.                | Rejects only the selected items using the reason you choose.  |
| `Add Task`          | An operator must record a manual or customer-request hold for this group.                                                        | Creates one task for this ship group.                         |
| `Add Items`         | A catalog item must be added directly to this active ship group.                                                                 | Adds one unit of each product selected in the dialog.         |

{% hint style="warning" %}
Select only active items that are eligible for the intended action. `Park Items`, `Release`, and `Pull back` can become enabled when at least one selected item is eligible, but the request includes every selected row. A mixed selection containing completed, canceled, or otherwise ineligible items can fail.
{% endhint %}

#### Broker a ship group

1. Select `Broker ship group`.
2. Choose the routing group that should evaluate the order.
3. Submit the request.
4. Confirm the success message and inspect the reloaded facility and status.

Use this action only for a virtual ship group on an approved order that is not completed or canceled, and only when the chosen routing group is appropriate for the retailer's routing policy.

#### Park selected items

1. Expand the virtual ship group.
2. Select the items to park.
3. Select `Park Items`.
4. Choose the virtual parking facility.
5. Save the change and inspect the reloaded item locations.

The action is disabled until at least one active item is selected. It does not apply to unselected items in the group.

#### Release selected items

1. Expand the virtual ship group.
2. Select the items to release.
3. Select `Release`.
4. Choose the physical destination facility.
5. Submit the request and inspect each selected item after the order reloads.

Release is available for a virtual group on an approved, active order when at least one selected item is still in a pre-fulfillment state. The selected facility is the intended allocation target; verify the reloaded item to confirm that allocation succeeded.

#### Pull back selected items

1. Expand the physical ship group.
2. Select the items to reject from the facility.
3. Select `Pull back`.
4. Choose the rejection reason.
5. Confirm the action and inspect the reloaded item status.

`Pull back` applies to active items in a physical ship group. It does not select a new facility. Continue with the retailer's routing or exception process after verifying the rejection.

#### Add a task to one ship group

1. Select `Add Task` on the intended ship group.
2. Enter a task name.
3. Choose the manual-hold or customer-request option under `Task Purpose`.
4. Enter the task description.
5. Save the task.
6. Open `Holds` and confirm that the task appears.

Task name, purpose, and description are required.

#### Add an item to one ship group

1. Select `Add Items` on the intended group.
2. Search for the catalog product.
3. Select `Add`.
4. Close the dialog and verify that the item appears in this group.

This action is not available on completed or canceled orders.

## Review and resolve holds

The `Holds` segment contains the same bad-address, substitute, fraud, and general task cards used in the dedicated queues. Use the linked guide for the task type:

* [Bad address](/documents/retail-operations/orders/order-management/bad-address-orders.md)
* [Swap](/documents/retail-operations/orders/order-management/swap-orders.md)
* [Fraud](/documents/retail-operations/orders/order-management/fraud-orders.md)
* [Hold](/documents/retail-operations/orders/order-management/hold-orders.md)

Complete the corrective work before resolving a task. A standalone `Resolve task` action changes only the task record. `Save and release hold` for Bad address and `Release updated order` for Swap apply their documented correction and then complete the task.

Resolve only the task whose corrective work is complete. Other tasks on the same order or ship group remain open and can continue to prevent downstream release.

### Create a hold task

When no holds exist, select `Create hold task` in the empty state. When tasks already exist, use the same action in the `Holds` footer.

1. Select one or more ship groups. All groups are initially selected when the order has more than one.
2. Confirm the generated task name or edit it.
3. Choose the manual-hold or customer-request option under `Task Purpose`.
4. Enter the required description.
5. Save the task.

Order Manager creates one task for each selected ship group. Open `Holds` after the reload and verify the number and scope of the new tasks.

## Review communications

Select `Comms` to review communication events recorded against the order. Each row shows the event ID, sender party ID, recipient party ID, content, and entry date. This segment is read-only and does not send, reply to, edit, or delete communications.

If expected communications are missing, switch to another segment and return to `Comms` to retry. The empty view does not distinguish an order with no events from a failed request.

## Use whole-order actions

The footer in `Items` shows only the actions valid for the current order.

### Change the order status

Available status actions come from the current status and configured transition rules. Common actions include `Approve order`, `Hold order`, `Cancel order`, and `Complete order`.

`Hold order` changes the order status. It does not create an Order Task or record a task purpose, owner, description, or resolution path.

1. Confirm that no item rows are selected when you intend to act on the whole order.
2. Select the available status action.
3. Confirm the action when prompted.
4. Verify the order and item statuses after the page reloads.

Canceling the whole order cancels every item that is not already canceled or completed. A cancellation cannot be undone.

### Clone the order

**Use this flow when:** A new Shopify order should start from the original customer's items and shipping address.

1. Select `Clone order`.
2. Review the item count, currency, and shipping destination.
3. Choose `Carry over original prices`, `Use current product prices`, or `Free`.
4. Edit the order note when needed.
5. Confirm or select the Shopify shop.
6. Confirm that the customer has an email address. Add it in the customer summary card when it is missing.
7. Wait for the Shopify shop and customer to resolve in the dialog.
8. Submit the clone and wait for the new Shopify order name in the success message.

The clone cannot be submitted until a Shopify shop and customer are available. When the order does not have a stored Shopify customer ID, Order Manager tries to match the customer by email and can create the Shopify customer during submission.

The clone includes all original item rows and ordered quantities, including completed or canceled rows, plus customer information and the shipping address. It does not copy payment capture, holds, fulfillment history, or status history. Taxes, discounts, and shipping are recalculated.

The page remains on the original order. The clone appears in Order Manager only after it synchronizes back from Shopify. Do not submit a second clone while waiting for that synchronization. Open the new order after it appears and confirm every item and quantity.

### Recognize actions unavailable on this page

Some older order management system (OMS) guides describe actions that the current `Order details` page does not support:

* `Create RMA` and `Reindex` are not available.
* `Appeasement` and `Reship` are not available.
* `Return` can appear when an order has a completed item, but selecting it only reports that returns are unavailable here.

Use the [returns workflow](/documents/retail-operations/orders/returns.md) for supported return-management processes.

## Recover from page or action failures

* `Loading order...` means the main order record is still loading.
* `Order failed to load` means the request failed.
* `Order not found` means the record is unavailable or the link is stale.

After a failed state-changing action, reload the order and inspect the affected item, ship group, and task before retrying. A correction or status update can succeed even when the final message reports a failure.


---

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