---
title: "Monitoring orders"
slug: "monitoring-orders"
tags: ["checkout", "customer", "delivery", "exchange", "external OMS", "inventory", "NewStore OMS", "offline mode", "omnichannel manager ", "on hold orders", "order", "order details", "payment", "payment options", "platform", "refund", "routing", "routing rules", "search", "shipping", "stock", "stock on hand"]
updated: 2025-10-29T12:30:53Z
published: 2025-10-29T12:30:53Z
canonical: "docs.newstore.com/monitoring-orders"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.newstore.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Monitoring orders

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the View orders permission.

> [!TIP]
> Note
> 
> - To manage orders that have been put on hold, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the [support team](https://help.newstore.com).
> - Use `Search` to find orders that you want to view the details for.
> 
> When searching for orders, ensure that you enter the complete order ID if your search string exceeds 8 characters. If you use a partial order ID to search for the order, it will only work if the length of search string is less than or equal to 8 characters.
> 
> For example, to find an order with ID `GD000447079`, a search with `0447079` works, as it is less than 8 characters, but searching with `000447079` will not work.

## Viewing order details

Click an `Order ID` to display its details.

> [!NOTE]
> Important
> 
> If enabled for your business, [use the new version of Order details page](/v1/docs/monitoring-orders#viewing-order-details-in-the-new-version-of-the-page) to view order and item details, including price overrides and product add-ons.

Use this page to monitor all the details of the order and to download related documents.

For example, view the price details for an order, which include taxes levied on each item in the order. To view the breakdown of taxes levied on the order, click the displayed tax amount.

When the taxes are included in the price (`VAT`), the column title is `Tax Included`. If not, the column title is `Taxes`, which displays taxes levied separately on each item in the order.

To view the taxes levied on items being [refunded](/v1/docs/monitoring-orders#retrying-a-payment-or-refund) for the order, click `Refund` on the order details page.

The latest note associated with the order or an item in the order is displayed below the product details area. To view all the notes associated with the order, click `See All`.

Notes are [added](/v1/docs/using-newstore-associate-app#adding-notes-to-an-order) via Associate App, [programmatically via an API](https://docs.newstore.net/api/integration/order-management/order_notes_api) or via Omnichannel Manager (this page).

- To create notes for an order, use the [Create order note](https://docs.newstore.net/api/integration/order-management/order_notes_api#operation/createOrderLevelNote) method. To add notes for an item, use the [Create item note](https://docs.newstore.net/api/integration/order-management/order_notes_api#operation/createItemLevelNote) method.
- To create notes via Omnichannel Manager, in the `Order Notes` area, type the note and click `Add Note`.
- To create notes for an item in the order via Omnichannel Manager, click `Add Note` in the product details area.

> [!TIP]
> Note
> 
> For in-store purchases, the associate can enter the customer details when creating the receipt. All details entered during this step appear in the customer information section in the left sidebar.

### Viewing order details in the new version of the page

> [!NOTE]
> Important
> 
> - Talk to your point of contact at NewStore to enable the new version of Order details page.
> - You **must have this version enabled** to view details for orders that have:
>   - [Price overrides](/v1/docs/checking-out-a-cart#applying-a-price-override)
>   - [Product add-ons](/v1/docs/adding-customized-products-to-a-cart)

Click an `Order ID` to display its details.

There are some specific changes in the UI for order details. These include:

- The latest note associated with the order or an item in the order is displayed to the left of the product details area.
- Order and item notes are displayed on the top-left of the screen. To add a new note to an order, in the `Order Notes` area, click `Add Note`. Alternatively, from the drop-down menu on the top-right, you can also click `Modify Order` > `Order Notes`.
- To add a note to an item, from the drop-down menu for the item, click `Edit` > `Add Note`.

#### Viewing price overrides for items

[**Price overrides**](/v1/docs/checking-out-a-cart#applying-a-price-override) **are only displayed in the new version of the Order details page**. To view price overrides for items in an order:

1. Ensure that you are on the new version of the Order details page. If you have switched to the older version earlier, a banner with the button `Switch to the New Version` is displayed at the top of the Order details page.
2. Click an `Order ID` to display relevant details.
3. In the `Products` area, for items in the order, the `Price Override` column displays any price overrides added to the item during checkout by a sales associate.
4. To view the details of the price override, hover and click on the price override value. In the pop-up window that appears, details such as the original price of the item, override amount, reason for the override, and the final price are displayed.

#### Viewing product add-ons

[**Product add-ons**](/v1/docs/adding-customized-products-to-a-cart) **for orders are only displayed in the new version of the Order details page**. In the older version of the Order details page, the product add-on is displayed as another item in the order with no labels.

To view product add-ons for items in an order:

1. Ensure that you are on the new version of the Order details page. If you have switched to the older version earlier, a banner with the button `Switch to the New Version` is displayed at the top of the Order details page.
2. Click an `Order ID` to display relevant details.
3. In the `Products` area, an `Add-on` label is displayed against items in the order that are an add-on to the main item. For example, cuff links or collars for a dress shirt.

## Updating the shipment status for external orders

In rare cases, an order cannot be fulfilled in the NewStore platform or the shipment status for fulfillment requests in an order may not be reflected correctly in the NewStore platform, including in NewStore Omnichannel Manager.

For example:

- An error in Associate App prevents associates from fulfilling an order, or
- The shipping status update for 1 of 2 fulfillment requests in the order is not sent to NewStore due to a problem in the fulfillment provider's system.

In such cases, you can manually update the status of the shipment for the order via NewStore Omnichannel Manager.

You can programmatically enable this feature, using the [Fulfillment request configuration API](https://docs.newstore.net/api/configuration/fulfillment-request/fulfillment_request_config). For more information, see [Updating the shipment status of an order](/v1/docs/enabling-features#updating-the-shipment-status-of-an-order).

> [!NOTE]
> Important
> 
> Before you mark order items as shipped, ensure that:
> 
> - You know that no other associate is trying to fulfill the same order and
> - You have the correct status of the shipment

1. In the `Open Fulfillment(s)` area, click `Update Status` for the fulfillment request for which you want to update the shipment status.
2. In the dialog box that appears, verify that all items in the fulfillment request have been marked as `Shipped`.

> [!TIP]
> Note
> 
> Some items may have already been `Rejected` by the warehouse during fulfillment. These status for these items will not change.
3. If available, enter the following details and click `Review`:
  - `Carrier`: The name of the shipping carrier that completed the shipment.
  - `Tracking Number`: The tracking number for the shipment.

> [!NOTE]
> Important
> 
> Enter a tracking number for the shipment, to allow reconciliation of shipment and fulfillment reports in the platform later.
  - `Reason for shipping externally`: The reason for marking the items as shipped via NewStore Omnichannel Manager. For example, the shipment cannot be booked in Associate App because of connectivity issues in the FedEx network.
4. Review the changes and click `Submit`.
5. Follow the same steps to update the shipment status for all open fulfillment requests in the order.

The updated fulfillment request is closed and moved to the `Shipments` area in the same page.

## Retrying a payment or refund

In rare cases, a payment can be authorized but might fail during the capture or refund operation. In this situation, you can retry the operation:

1. Click an `Order ID` from the `Sales` page to open its details.
2. In the `Payments` section, expand the payment or refund to display its details.
3. If the payment or refund failed (`Capture Failed` or `Refund Failed` [status](/v1/docs/monitoring-statuses#payment-status)), a `Retry` button is displayed. Click it to retry the payment. The retry of the operation can take some minutes to complete.
4. Refresh the page after a few minutes and expand the operation again to check if the operation was successful.

## Viewing offline orders

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the View orders permission.

The `Offline Orders` tab on the `Sales` page lists all the orders that have been [processed offline](/v1/docs/getting-started-with-the-newstore-platform#newstore-associate-app-offline-orders) in NewStore Associate App.

Click an `Order ID` to view its details. Use this page to monitor all the details of the offline order and to download related documents, such as sales receipts.

For offline orders and the `Offline Orders` tab to be visible in NewStore Omnichannel Manager, set the `showOfflineOrders` property to `true` programmatically via the [Config API](https://docs.newstore.net/api/configuration/order-management/nom_configuration_api#operation/createReleaseToggles).

## Managing On Hold orders

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the Manage order exceptions permission.

> [!TIP]
> Note
> 
> To manage orders that have been put on hold, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the [support team](https://help.newstore.com).

The `On Hold Orders` tab on the `Sales` page lists all the orders that are on `On Hold`. `On Hold` orders may have some or all items on hold.

The `Exception(s)` column displays the reason the order is `On Hold`. To display orders for a particular on-hold reason, filter the `Exception(s)` column by the reason. For example, filter by `Booking Delivery Validation Error` to display orders that cannot be shipped because of an error during order placement.

## Automatically routing On Hold orders

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the Manage order exceptions permission.

Automatic routing of orders that are `On Hold` because of insufficient inventory can be configured for your business. To enable this feature, see [Enabling order routing features](/v1/docs/configuring-order-routing-settings#enabling-order-routing-features) programmatically via an API.

To manage orders in NewStore Omnichannel Manager that are on hold for any other reason, see [Managing On Hold orders](/v1/docs/monitoring-orders#managing-on-hold-orders).

Automatic rerouting attempts for `On Hold` orders due to insufficient inventory are triggered by two conditions:

1. **Availability imports**: When new stock data is imported and an item becomes available, the system attempts to reroute the order after a short delay—if allocation is available.
2. **Hourly checks**: Independently of imports, the system attempts to reroute all on-hold orders with insufficient inventory once per hour.

If either condition results in a valid fulfillment option, the order is routed automatically for fulfillment.

> [!NOTE]
> Important
> 
> - Automatic routing does not reserve any allocations for the item during the delay. If the available items are sold out during this delay, the order goes back on hold.
> - When stock becomes available for a product, it is used to automatically route both on hold orders and new orders.

If stock runs out, some on hold orders may not be routed at all, while some new orders might be put on hold.

**NewStore configures a global delay for all tenants.**

If an `On Hold` order scheduled for automatic routing is canceled during the delay, the allocations available for the item do not change. If there are any `On Hold` orders waiting for allocations to be available for that item, they are not scheduled for automatic routing till the next availability import.

An `On Hold` [prerouted order](/v1/docs/about-order-routing#prerouting-to-a-specific-location) is automatically routed only if allocations become available in the fulfillment location specified for the order.

Typically, NewStore routes oldest orders first based on the order creation date in NewStore Omnichannel Manager. Fulfillment locations that rejected fulfillment requests for an `On Hold` order are ignored when automatically routing the order.

**Business case examples**

*Example 1*: When stock for all items in an order becomes available

- An order has *Item A* and *Item B* on hold, and the stock for both items become available.
- Available stock for *Item A* has no allocations for other orders. *Item A* is automatically routed for fulfillment.
- Available stock for *Item B* has allocations for other orders. If the allocated stock is equal to or less than the available stock, *Item B* stays `On Hold`.

*Example 2*: When stock for some items in an order becomes available

- An order has *Item A* and *Item B* on hold, and the stock for only *Item A* becomes available.
- If available stock for *Item A* has no allocations for other orders, the order is split and *Item A* is automatically routed for fulfillment.

*Example 3*: When an `On Hold` order scheduled for automatic routing is canceled during the delay

- There are 7 orders on hold because of insufficient inventory for *Item C*.
- 3 `On Hold` orders are scheduled for automatic routing as stock becomes available.
- 4 `On Hold` orders wait for more stock to be available in the next availability import.
- During the delay, 1 `On Hold` order is canceled. As the available allocations for *Item C* remain unchanged, the status of the 4 `On Hold` orders waiting for available stock does not change.
- The remaining 2 `On Hold` orders are automatically routed for fulfillment after the delay.

You can choose to manually manage `On Hold` orders, which were not automatically routed, in NewStore Omnichannel Manager. See [Managing On Hold orders with insufficient inventory](/v1/docs/monitoring-orders#managing-on-hold-orders-with-insufficient-inventory).

## Managing On Hold orders with insufficient inventory

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the Manage order exceptions permission.

> [!TIP]
> Note
> 
> To manage orders with insufficient inventory, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the [support team](https://help.newstore.com).

When items in an order are out of stock, the order cannot be assigned to a fulfillment location. The unavailable items are put `On Hold` and the order status is also `On Hold`.

To update an order that is On Hold because of insufficient stock:

1. Filter the `Exception(s)` column on the `Sales > On Hold Orders` page, by `Insufficient Inventory`.
2. Click the order ID. The `Exception(s)` section on the order details page displays different actions that you can perform on the order.
3. Click `Handle Exception`. The `Insufficient Inventory` window is displayed. Click on `Handle Exception`and resolve the inventory conflict for each item in the order.
4. To check if stock for the item exists at other locations, click `Check available inventory`, for each item.

Based on availability for the item, you can choose one of the following actions, from the `Select action` drop-down list:
  - `Cancel Item`: The item is canceled and will not be delivered. The `Payments` section displays the amount refunded for the canceled item.
  - `Reroute Item`: The item is rerouted to a fulfillment location that has stock. Items that are prerouted to a specific location **are not rerouted with this option**. When you reroute an item, NewStore tries routing it using the shipping method that was used for the order originally. If this shipping method is unavailable, NewStore tries routing the item based on the priority of shipping methods specified for your business.

For more information, see the [tutorial](/v1/docs/tutorial-setting-up-a-fulfillment-configuration-legacy-method#tutorial_fulfillment-config) or the [API](https://docs.newstore.net/api/integration/order-management/newstore_ff_config_api).

To route the item to a different location, use `Route to specific location`.
  - `Swap With Another Item`: Enter the SKU of the replacement item and confirm that you contacted the customer about this substitution. This option is not displayed if your business does not offer swaps for On Hold items.
  - `Route to specific location`: The item is rerouted to a fulfillment location that you specify. This manual routing option is not displayed if your business does not allow routing On Hold items to a specific location.

When you reroute an item to a specific location, NewStore tries routing it using the shipping method that was used for the order originally.

> [!TIP]
> Note
> 
> Routing rules, ATP, and available shipping methods are not checked for the item when you route to a location manually. Ensure that you check if the item is available, and the preferred shipping method is supported, at the fulfillment location that you specify.

See [Enabling swaps for On Hold items](/v1/docs/enabling-features#enabling-swaps-for-on-hold-items) and [Enabling manual rerouting for On Hold items](/v1/docs/enabling-features#enabling-manual-rerouting-for-on-hold-items) to programmatically enable these features.

The Order details page displays the status for each order item. Click the status to see the activity for the item.

## Managing On Hold orders with shipping provider delivery problems

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the Manage order exceptions permission.

> [!TIP]
> Note
> 
> To manage orders with a shipping provider delivery problem, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the [support team](https://help.newstore.com).

When items in a shipment, which is part of an order, cannot be delivered by the shipping provider using the `provider rate` specified in the NewStore platform, the items in the shipment are put on hold. Allocations for these items are released immediately.

The status of the order also changes to `On Hold` in NewStore Omnichannel Manager. However, this does not affect the status of other shipments or in-store pickup items that are part of the order.

For example, an order is routed to a store in Germany and a domestic `service level` from FedEx is specified for fulfillment. The order will go on hold if FedEx needs to deliver such orders using an international service level.

To update an order that is `On Hold` because of shipping provider delivery problems:

1. Filter the `Exception(s)` column on the `Sales > On Hold Orders` page, by `Carrier Service Delivery Problem`.
2. Click the order ID. The `Exception(s)` section on the order details page displays different actions that you can perform on the order.
3. Click `Handle Exception`. The `Carrier Service Delivery Problem` window is displayed. Resolve the inventory conflict for each item in the order.
4. To check if stock for the item exists at other locations, click `Check available inventory`, for each item.

Based on availability for the item, you can choose one of the following actions, from the `Select action` drop-down list:
  - `Cancel Item`: The item is canceled and will not be delivered. The `Payments` section displays the amount refunded for the canceled item.
  - `Reroute Item`: The item is rerouted to a fulfillment location that has stock. Items that are prerouted to a specific location **are not rerouted with this option**. When you reroute an item, NewStore tries routing it using the shipping method that was used for the order originally. If this shipping method is unavailable, NewStore tries routing the item based on the priority of shipping methods specified for your business.

For more information, see the [tutorial](/v1/docs/tutorial-setting-up-a-fulfillment-configuration-legacy-method#tutorial_fulfillment-config) or the [API](https://docs.newstore.net/api/integration/order-management/newstore_ff_config_api).

To route the item to a different location, use `Route to specific location`.
  - `Swap With Another Item`: Enter the SKU of the replacement item and confirm that you contacted the customer about this substitution. This option is not displayed if your business does not offer swaps for On Hold items.
  - `Route to specific location`: The item is rerouted to a fulfillment location that you specify. This manual routing option is not displayed if your business does not allow routing On Hold items to a specific location.

When you reroute an item to a specific location, NewStore tries routing it using the shipping method that was used for the order originally.

> [!TIP]
> Note
> 
> Routing rules, ATP, and available shipping methods are not checked for the item when you route to a location manually. Ensure that you check if the item is available, and the preferred shipping method is supported, at the fulfillment location that you specify.

See [Enabling swaps for On Hold items](/v1/docs/enabling-features#enabling-swaps-for-on-hold-items) and [Enabling manual rerouting for On Hold items](/v1/docs/enabling-features#enabling-manual-rerouting-for-on-hold-items) to programmatically enable these features.

The Order details page displays the status for each order item. Click the status to see the activity for the item.

## Fixing a Shipping Address Error

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the Manage order exceptions permission.

If the recipient's address is invalid on an order, the Associate App returns a `Shipping Address Error` when the associate tries to generate a shipping label. In this case, the order status is changed to `On Hold`. The shipping label cannot be printed during packing and associates cannot proceed with in-store fulfillment.

To resolve this problem, update the shipping address in Omnichannel Manager:

1. Navigate to **Store Operations** - **Delivery** - **Shipment Booking Errors**.
2. Search for the order using the Order ID.
3. On the problematic order, click the **Edit Shipping Address** link in the `ERROR_TYPE` column. This option is only available if there is an issue with the shipping address.
4. In the **Overview** box, check the **Last known error**. It provides information about what needs to be updated.
5. Update the problematic field(s) in the **Shipping Address**.
6. Click the **Update** button to finalize the changes.

After these steps, you can see that the address was successfully updated under **Sales** - **Orders**. When the address is corrected, the order status changes to `Printing`, and the fulfillment process can continue.

## Reviewing big orders

> [!TIP]
> Note
> 
> To review big orders, the On Hold Orders feature must be configured for your business. For help with this configuration, contact the [support team](https://help.newstore.com).

> [!WARNING]
> Permission required
> 
> This action can be performed by users with the Manage order exceptions permission.

If configured, orders that contain many items may require additional approvals before they are processed any further in NewStore. These orders are in `On Hold` state and are not routed to a fulfillment location until they are approved. The number of items that an order can contain is decided by your business and configured by NewStore.

To display the `On Hold` tab for the retailer, see [Displaying On Hold orders](/v1/docs/configuring-settings-for-on-hold-orders#displaying-on-hold-orders).

To review a big order:

1. Filter the `Exception(s)` column by `Big Order`, to display big orders that are On Hold.
2. Click the order ID to display the items in the order.
3. In the `Exception(s)` section, click `Handle Exception`. The `Big Order` window is displayed.
4. Review the order to confirm if the order must be processed.
5. From the `Select action` drop-down list: To route the order to a location, choose `Approve order`. To cancel the order and notify the customer, choose `Cancel order`. Select a cancelation reason.
6. Click `Submit`.

When you approve the order, the order status changes to `Routing` and can continue in the fulfillment workflow.

## Managing orders stuck in Routing status

Orders are routed immediately after the grace period, to locations that can fulfill the order. An order that is stuck in `Routing` indicates that it needs your attention.

1. On the `Sales > Orders` page, filter the `Status` column by `Routing`.
2. Click the `Date/Time` column. Sort by `Ascending` to see the oldest orders first, or by `Descending` to see the newest orders first.
3. Click each order to view order details. Before you contact the support team, click the status in the order details to see the reason associated with the order status, to be sure that there is nothing you can do to address the problem.
4. Contact the [support team](https://help.newstore.com) for help with completing this order.