Orders

For: Everyone who answers tickets about orders, and team leads who check order data·Requires: Every plan, including automatic order sync; the Orders permission·Screenshots show sample data

Orders lists the orders Replyco holds from your marketplace and shop accounts, ten per page, with the customer, the number of tickets about each order, its dates, status and account. Agents use it to look up an order a customer mentions, check its tracking number and delivery date, and jump to the tickets about it; team leads use it to fetch an order Replyco does not have yet. Open it from Tools›Orders in the sidebar. Replyco fetches new orders from your accounts by itself, and an order also reaches Replyco when a customer’s message refers to it or when you look it up.

What you can do here

• Browse and sort your orders. Ten orders per page, newest first, with seven sortable columns. Browse and sort the list
• Find an order by order number, customer email address, name, tracking number or postcode, date or account. Filter the list
• Fetch an order Replyco does not have, such as an order from before you connected the account, straight from the marketplace or shop. Search a marketplace for an order
• Open an order and read everything Replyco knows about it: customer, payment, shipping, delivery date, addresses and products. Open an order
• Refresh an order from its channel, or see it exactly as the channel holds it. Refresh an order from its channel
• See the tickets and internal notes of an order, and add a note. See an order’s tickets and notes
• Send, cancel or create an Amazon review request for one order. Handle an order’s feedback request · Automatic feedback requests
• Cancel, refund or return an eBay order without opening eBay. Cancel, refund or return an eBay order · eBay
• Know which orders arrive by themselves: order sync and the channels it covers. How orders reach Replyco · What each plan includes

The screen at a glance

Orders lists the orders Replyco holds from your marketplaces and shops, ten per page, newest first.

What this screenshot shows

Screen

Orders (/orders)

Highlighted

menuitem “Orders”, sidebar-left, selected. opens the Orders screen

Also visible

Tools menu expanded; Filters button, top right; columns Order Id, Customer Name, Ticket Count, Created Date, Purchase Date, Status, Account; ten orders from Shopify, eBay, Etsy and Amazon accounts; paging: page 1 of 22

Purpose

the Orders screen as it opens

Region	What it shows	What you do there
Orders, in the sidebar under Tools	The screen, with a blue bar while it is open	Open the screen
Heading, top	Orders and, at the right, Filters	Open the filters and the marketplace search
Filter tags, under the heading	One tag per active filter, with a cross	Remove a filter
The table	One row per order, ten per page, with sort arrows in every column header	Sort, select a row to open the order
Paging, bottom right	PREV, page numbers and NEXT	Move through the pages

The list shows the orders of the accounts you have access to. An admin decides which accounts each user works with, on the user’s Access Rights in Admin›Users; see Users.

Browse and sort the list

Each row is one order:

Column	What it shows
Order Id	The order number as the channel shows it, such as 203-6621948-3310457 on Amazon or #1176 on Shopify
Customer Name	The buyer’s name from the order
Ticket Count	How many tickets are linked to the order, archived tickets not counted
Created Date	The date of the order as the channel reports it
Purchase Date	The purchase date as the channel reports it; for most channels the same as the created date
Status	The status in the channel’s own words, such as Shipped or Canceled on Amazon, Completed on eBay or paid on Shopify
Account	The account the order came from

Select a column header to sort by it: once for ascending, again for descending, a third time to go back to the default, which is the newest orders first. The list shows ten orders per page; use the page numbers or NEXT below the table to go on.

The status is copied from the channel, not set by Replyco, so each channel uses its own words. Sorting by Status therefore groups them alphabetically, which mixes channels.

Filter the list

1. Select Filters at the top right.

   The filter panel opens under the heading.

2. Fill in what you know, for example the customer’s name in Customer Name.

3. Select Search.

   The list shows only matching orders, and each filter appears as a tag under the panel.

   

   Type in a box and select Search; each active filter becomes a tag you can remove with its cross.

   What this screenshot shows

   Screen

   Orders (/orders)

   Highlighted

   textbox “Customer Name”, filters-panel, filled. filters the list by customer name when Search is selected

   Also visible

   boxes Order Id, Customer Email, Customer Name, Additional Search; two date ranges; Filter by Account; Show Marketplace Search link; Clear Filters and Search buttons; filter tag with a cross; two orders of one customer

   Purpose

   find orders with the filters

Two kinds of filters. The four boxes in the top row, Order Id, Customer Email, Customer Name and Additional Search, filter only when you select Search. The two date ranges and Filter by Account filter as soon as you set them. A date range needs both its first and its last day and includes both days whole.

Filter	Finds orders whose …
Order Id	order number, or Linnworks order number, contains the text
Customer Email	customer email address contains the text
Customer Name	customer name contains the text
Additional Search	tracking number, buyer user ID, or shipping or billing postcode contains the text, capital letters ignored. The information icon names the tracking number, billing postcode and buyer user ID
Start Created Date – End Created Date	created date lies in the range
Start Purchase Date – End Purchase Date	purchase date lies in the range
Filter by Account	account is the one you choose

Filters combine: an order must match all of them. To remove one, select the cross on its tag; Clear Filters in the panel removes them all and closes the panel. Filters belong to this visit only: when you leave the screen and come back, the list is unfiltered again.

Example. A customer writes my parcel RM482188157GB never came without an order number. Type RM482188157GB into Additional Search and select Search: the list shows order #1176, and the row opens it.

Search a marketplace for an order

Use this when the order is not in the list at all, for example an order placed long before you connected the account, which order sync does not reach back to.

1. Select Filters, then Show Marketplace Search at the bottom left of the panel.

   The filter boxes make way for a search box and the drop-down Search in Marketplace.

2. In Search in Marketplace, choose the account the order belongs to.

   The drop-down lists Replyco and your marketplace and shop accounts.

3. Type the complete order number into the search box and select Search.

   

   Marketplace search fetches one order by its number straight from the channel, even one Replyco never synced.

   What this screenshot shows

   Screen

   Orders (/orders)

   Highlighted

   combobox “Search in Marketplace”, filters-panel, showing northwind-electronics. chooses the account the order number is looked up in

   Also visible

   Search box with an eBay order number; Hide Marketplace Search link; one order in the table; tag with the order number

   Purpose

   fetch an order Replyco does not have yet

What happens. Replyco first looks for the order among the orders it already has for that account. When it is not there, Replyco asks the marketplace or shop for it, saves it, and, when an order-management system is connected, completes it from there. The list then shows only that order, and from now on it stays in Replyco like any other. The order is saved with the account you chose, so choose the right account.

• Account chosen, no number: Replyco shows Please select an account and enter an order number.
• Replyco chosen, or no account: the box searches the orders Replyco already has, by the same values as Additional Search.

Hide Marketplace Search brings the filter boxes back and clears every filter.

Example. Margaret Hall writes that the Smart Kettle she bought on eBay last July has stopped working, and gives the order number 09-11862-40375. Replyco has never synced that order. Choose your eBay account northwind-electronics, type the number and select Search: Replyco fetches the order from eBay, and you see the purchase date and the product to check the warranty.

Open an order

Select a row in the list. The window Order Details opens with the order.

The order window shows everything Replyco knows about the order; the circular arrows fetch it again from the channel.

What this screenshot shows

Screen

Order Details (/orders)

Highlighted

button “Sync Order from Market”, dialog-top-right, hovered. fetches the order again from the marketplace or shop

Also visible

cart icon Show full Market Order; order fields from Customer Name to Billing Address; Paid badge; delivery date range

Purpose

read an order and refresh it

The same window opens from a customer’s Orders under Tools›Customers and from the request log under Feedback›Feedback Requests. In a ticket, the order is shown in the right panel instead; see The ticket screen.

The window lists the order’s fields from top to bottom. A field without a value shows N/A.

Field	What it shows
Customer Name	The buyer; a link to the customer under Tools›Customers when Replyco knows the customer
Customer Email	The buyer’s email address; a link that starts a new ticket to them from the order’s account
Order Number	The order number with the channel’s icon; for channels such as eBay, a link to the order on the marketplace
Account name	The account the order came from
Order-management numbers	Linnworks Order Number, Linnworks Folder Names, ChannelAdvisor Order Number, Veeqo Order Number, Katana Order Number, the Brightpearl order number, Billbee Order Number and Billbee Tags, each only when that system is connected; the numbers link to the order there
Status, Payment Method, Payment Status, Payment Time	Status and payment as the channel reports them
Paid	A green Paid or a grey Not Paid badge
Created Date, Purchase Date	Date and time of the order
Total Price	The order total with its currency
Transactions, Shop Name	Payment transactions and the shop’s name, where the channel sends them
Tracking number	The tracking number; a link when the channel sends a tracking address
Shipping service, Shipped Time, Latest Shipping Date	Carrier or service, when it shipped, and the latest date it should ship
Delivery Date	The expected delivery date or range, with the delivery speed where the channel gives one
Shipping Service Cost, Recipient Name	Postage charged and the name on the parcel
Is Amazon FBA	Amazon only: whether Amazon fulfils the order
Comment	The buyer’s comment on the order, where the channel sends one
Sales Record Number	eBay only: the sales record number
Shipment Address, Billing Address	Folded; select the arrow to see address lines, city, state, country and postcode
Product(s) Info:	Each product with its title, SKU, quantity and price, and the Total Cost:

When the channel gives the order’s web address, Order Page at the top of the window opens it. Close the window with the cross at its top right.

Refresh an order from its channel

The icons at the top right of the window act on the order:

Icon	What it does
Cart, Show full Market Order	Opens the window Full order details with the order exactly as the marketplace or shop holds it, every field included
Circular arrows, Sync Order from Market	Fetches the order again from the marketplace or shop and saves the changes, such as a new status or tracking number; Replyco shows Success
Order-management icons	For an order that one connected system knows: show the full order there, sync it from there and, for Linnworks and Billbee, download the invoice
⋮	More actions: the eBay order actions, Billbee’s custom triggers, and the order-management actions when several systems are connected

Hover an icon to see its name. The cart and the circular arrows are missing on Fruugo orders. Why refresh: order sync keeps updating orders it already has only on Amazon, Shopify and Wish; on other channels, the circular arrows are how you get the latest status and tracking number into Replyco. Replyco also refreshes an order when a new ticket about it comes in.

Replyco confirms with Success, and the order window shows the refreshed order. What each order-management system adds is described in Order management systems.

See an order’s tickets and notes

Scroll down in the window, below the products.

Below the products, the order window lists the order's tickets and its internal notes.

What this screenshot shows

Screen

Order Details (/orders)

Highlighted

heading “Tickets”, dialog-tickets, showing 2. lists the tickets linked to the order

Also visible

Product(s) Info with SKU, quantity and price; Total Cost; two ticket links with dates; Notes (1) with an order note; Add New button

Purpose

see the order's tickets and notes

Tickets lists the tickets linked to the order, with the channel icon, subject and date; select one to open the ticket. Archived tickets are left out, the same way as in Ticket Count. An order without tickets shows No Tickets. How an order gets linked to a ticket, and how to link another one, is described in The ticket screen.

Notes holds internal notes about the order, the same notes as the Order tab of every ticket about it. Select Add New, type the note and select Save; type @ and a name to mention a colleague. Hover a note to edit, delete or lock it. Notes from an order-management system appear here too, and deleting such a note deletes it there as well. The customer never sees notes.

Handle an order’s feedback request

On an Amazon order, the window shows a line about the order’s review request between the products and the tickets. Replyco asks Amazon to send its review and seller feedback request when a feedback rule schedules one; the line tells you where that request stands.

On an Amazon order the window shows its feedback request, which you can send now or cancel.

What this screenshot shows

Screen

Order Details (/orders)

Highlighted

button “Send now”, dialog-feedback-request, enabled. sends the pending review request to Amazon at once

Also visible

50 × Power Bank 20,000 mAh; line: Feedback request will be sent 12/03/2026 16:30; Cancel button; Tickets (1)

Purpose

act on an order's feedback request

The request is …	The line	Buttons
Pending	Feedback request will be sent 12/03/2026 16:30	Send now, Cancel
Cancelled	Feedback request was cancelled, in red	Send now
Failed	Feedback request failed (…) with Amazon’s reason, in red	none
Sent	Feedback request was sent 06/03/2026 17:44	none
Not created yet (Amazon orders)	–	Create feedback request

Send now sends the request to Amazon at once, without the safety checks for open tickets and cases. Cancel stops a pending request. Create feedback request creates a request for an order no rule covered and sends it straight away. Amazon accepts one request per order, 5 to 30 days after delivery. The rules, the checks and every message Amazon can return are explained in Automatic feedback requests; the rules themselves live in Feedback Rules.

Cancel, refund or return an eBay order

On an order of an eBay account, the ⋮ at the top right of the window offers Cancel Order, Refund Order and Return Order.

On an eBay order the ⋮ menu cancels, refunds or returns the order on eBay.

What this screenshot shows

Screen

Order Details (/orders)

Highlighted

menuitem “Refund Order”, dialog-top-right-menu, menu-open. opens the eBay refund form

Also visible

⋮ menu with Cancel Order, Refund Order, Return Order; eBay order fields; Sales Record Number

Purpose

act on an eBay order

Each one opens a short form and sends the action to eBay, so you do not have to open Seller Hub. Cancel Order is left out once the order already has a cancellation. Every plan includes these actions; companies on an older plan may not have them. The forms, their required fields and what eBay does next are described in The ticket screen and eBay.

How orders reach Replyco

Order sync, on every plan. Replyco checks each connected marketplace and shop account for new orders every few minutes and saves them, along with their products. Order sync also runs during a trial; companies on an older plan may not have it. On Amazon, Shopify and Wish the same sync also updates orders Replyco already has, such as a new status; on other channels an order is saved once and changes only when you refresh it or a new ticket about it comes in. Each sync looks back a limited number of days, so orders from long before you connected an account are not fetched by it. When order sync is on, the Accounts screen shows a column Last Orders Sync with the time of each account’s last order sync; see Accounts.

Which accounts are synced. Marketplace and shop accounts, such as Amazon, eBay, Etsy, Shopify, WooCommerce, BigCommerce, Magento, Kaufland, Otto, Fruugo and Shopline. Mailboxes and chat accounts have no orders. A blocked account, or one that needs a new login, is not synced until you fix it; see Fix a blocked or silent account.

Besides order sync, orders reach Replyco in three more ways, on every plan: when a customer’s message refers to an order, Replyco fetches that order and links it to the ticket; when you look an order up in a ticket’s Order Details; and when you use marketplace search on this screen. See What each plan includes.

Good to know

Order sync also feeds other features: Replyco schedules Amazon review requests while it saves Amazon orders, and order-management systems such as Linnworks or Billbee enrich each order as it is saved. Without order sync, Automatic feedback requests schedule nothing by themselves.

Every control, explained

Orders in the sidebar

Where

The sidebar, under Tools, between Customers and Labels.

What

Opens the Orders screen. The entry is shown only to users with the Orders permission.

Why

The one place to look up any order, whether or not a ticket is about it.

Filters

Where

The blue button at the top right of the screen.

What

Opens and closes the filter panel. The filters stay set while the panel is closed; their tags under the heading show what is active.

Why

Keeps the list uncluttered until you need to narrow it.

The filter boxes

Filter	What it does	Why
Order Id	Order number or Linnworks number contains the text; applies on Search	A customer quotes an order number
Customer Email	Customer email address contains the text; applies on Search	Find all orders of an email sender
Customer Name	Customer name contains the text; applies on Search	Find a customer’s orders by name
Additional Search	The tracking number, buyer user ID, or shipping or billing postcode contains the text; applies on Search	A customer quotes a tracking number or postcode instead of an order number
Start Created Date – End Created Date	Created date in the range, both days included; applies at once	Orders of a given day or week
Start Purchase Date – End Purchase Date	Purchase date in the range, both days included; applies at once	The same, by purchase date
Filter by Account	Orders of one account; applies at once	Work through one shop or marketplace

Search and Clear Filters

Where

The buttons at the bottom right of the filter panel; Clear Filters appears once a filter is set.

What

Search applies the four boxes and goes back to page 1. Clear Filters removes every filter and closes the panel. The cross on a filter tag removes that filter alone.

Why

Typing does not reload the list at every keystroke; you decide when to search.

Show Marketplace Search and Hide Marketplace Search

Where

The link at the bottom left of the filter panel.

What

Switches the panel to a search box and Search in Marketplace, with Replyco and your marketplace and shop accounts. With an account and a complete order number, Search looks the order up in Replyco, then at the channel, saves it and shows it alone. Switching either way clears all filters.

Why

Brings in an order Replyco never synced, such as one from before you connected the account.

The table

Where

The main area of the screen, with paging below it.

What

Ten orders per page with the columns Order Id, Customer Name, Ticket Count, Created Date, Purchase Date, Status and Account. Every header sorts ascending, descending, then back to newest first. Selecting a row opens Order Details.

Why

Shows at a glance which orders have tickets and where each one stands.

The icons of the order window

Icon	What it does	Why
Cart, Show full Market Order	Opens Full order details with every field the channel holds	See data Replyco does not show, such as item variations
Circular arrows, Sync Order from Market	Fetches and saves the order again; shows Success	Get a new status or tracking number now
Order-management icons	Show the full order in the system, sync from it, download the invoice (Linnworks, Billbee)	Work with the fulfilment data your warehouse uses
⋮	eBay cancel, refund and return; Billbee custom triggers; order-management actions when several systems are connected	Act on the order without leaving Replyco

The sections of the order window

Section	What it shows or does	Why
Order fields	Customer, payment, dates, shipping, addresses and products	Answer a question about the order without opening the channel
Feedback request line (Amazon)	The review request’s status with Send now, Cancel or Create feedback request	Ask for a review, or hold one back, for this order
Tickets	Linked tickets that are not archived; each opens the ticket	Find the conversation about the order
Notes	Internal order notes with Add New, @mentions, edit, delete and lock	Keep warehouse or courier information with the order

Who sees what

Part of the screen	What decides whether you see it or can use it
Orders in the sidebar	The Orders permission, set by an admin in Admin›Users
The orders in the list	Your user’s accounts: you see the orders of the accounts you have access to
New orders arriving by themselves	Order sync: every plan and every trial; companies on an older plan may not have it
Last Orders Sync on the Accounts screen	Order sync
Cancel Order, Refund Order, Return Order	An order of an eBay account; every plan includes these actions
Order-management fields and icons	A connected Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee or Brightpearl that knows the order
The feedback request line	Amazon orders, or orders that already have a request
Is Amazon FBA, Sales Record Number	Amazon orders and eBay orders respectively

The Admin, Moderator and User roles all include the Orders permission. See User permissions and roles.

What you need to know

Topic	Fact
Page size	Ten orders per page
Default order	Newest first; a column header sorts ascending, descending, then back
Ticket count	Tickets linked to the order, archived ones not counted
Status	The channel’s own word, not translated and not set by Replyco
Filters	Boxes apply on Search, dates and account at once; all filters combine; they reset when you leave the screen
Marketplace search	One complete order number and one account; looks in Replyco first, then at the channel, and saves what it finds
Order sync	Every plan and every trial; marketplace and shop accounts; every few minutes; looks back a limited number of days
Updates of stored orders	By the sync on Amazon, Shopify and Wish; otherwise by the circular arrows or a new ticket about the order
Refresh	The circular arrows fetch the latest status and tracking number from the channel
Deleting	There is no way to delete an order on this screen
Notes	Shared with the Order tab of every ticket about the order; internal only

Frequently asked questions

Finding orders

Why is an order missing from the Orders list?

Replyco shows only orders it has saved, for the accounts your user may access. Order sync fetches new orders but looks back only a limited number of days, and an older order arrives only when a message refers to it. Use Show Marketplace Search under Filters to fetch the order by its number from the marketplace or shop.

How do I find an order when the customer gives me only a tracking number?

Open Filters on Tools›Orders, type the tracking number into Additional Search and select Search. The same box also finds the buyer’s user ID and the shipping or billing postcode, and ignores capital letters.

Why doesn’t typing in the filter boxes change the list?

The four boxes Order Id, Customer Email, Customer Name and Additional Search apply only when you select Search in the filter panel. The date ranges and Filter by Account apply as soon as you set them. A date range needs both its first and its last day.

Why are my filters gone when I come back to the screen?

The filters on Tools›Orders belong to one visit. When you leave the screen, for example to open a ticket, and come back, the list starts unfiltered with the newest orders first. Set the filters again, or open the ticket in a new browser tab to keep the filtered list.

What is the difference between the created date and the purchase date?

Both columns show when the order was placed, as the marketplace or shop reports it, and for most channels they are the same. They can differ for orders that reached Replyco another way, such as through an order-management system. The date filters under Filters work on each column separately.

Marketplace search

How does the marketplace search work?

It fetches one order by its number from a marketplace or shop account. Under Filters, select Show Marketplace Search, choose the account in Search in Marketplace, type the complete order number and select Search. Replyco looks in its own orders first, then asks the channel, and saves what it finds.

Does a marketplace search create anything on the marketplace?

No. Marketplace search on Tools›Orders only reads the order from the marketplace or shop and saves a copy in Replyco. Nothing is changed on the channel and nothing is sent to the customer. The saved order then stays in the Orders list like any other.

Order data

Why is the status or tracking number of an order out of date?

Order sync updates orders it already has only on Amazon, Shopify and Wish. For other channels, open the order and select the circular arrows, Sync Order from Market, at the top right of the window to fetch it again. A new ticket about the order also refreshes it.

Why does the ticket count differ from the tickets I know about?

Ticket Count and the Tickets list in the order window count only tickets that are linked to the order and not archived. A ticket about the order that Replyco did not link to it, or an archived one, is not counted. Link the order in the ticket’s Order Details panel.

Can I delete an order or edit its data?

No. The Orders screen shows order data as the marketplace, shop or order-management system sends it, and has no edit or delete control. To change an order, change it in the channel and then fetch it again with Sync Order from Market in the order window. Notes you add to an order are the exception.

Order sync and plans

Which plan do I need for orders?

None beyond your current plan. Every plan includes the Orders screen, marketplace search, orders linked to tickets and automatic order sync, which fetches every new order from your marketplace and shop accounts every few minutes; order sync is on during a trial too. Companies on an older plan may not have order sync; see What each plan includes.

Why don’t orders from my mailbox appear?

Order sync skips mailboxes, because a mailbox has no orders of its own; orders come from marketplace and shop accounts such as Amazon, eBay or Shopify. When a customer emails you about an order, Replyco looks for it among the orders it already has, or in your order-management system when one is connected, and links it to the ticket.

Actions on an order

Can I cancel or refund an eBay order from the Orders screen?

Yes, on every plan; companies on an older plan may not have these actions. Open the eBay order on Tools›Orders, select ⋮ at the top right of the window and choose Cancel Order, Refund Order or Return Order. Replyco sends the action to eBay; Cancel Order is missing once the order has a cancellation.

How do I ask an Amazon buyer for a review from the order?

Open the Amazon order on Tools›Orders. A pending request offers Send now; an order without a request offers Create feedback request, which sends one at once. Amazon accepts one request per order, 5 to 30 days after delivery; see Automatic feedback requests.

Troubleshooting

Symptom	What to check
Orders is missing under Tools	Your user lacks the Orders permission; ask an admin, see User permissions and roles
No new orders arrive	The account under Admin›Accounts: blocked or waiting for a new login; then Last Orders Sync on the Accounts screen. Companies on an older plan may not have order sync.
An old order is not in the list	Orders from before the account was connected are not synced; use Show Marketplace Search
Please select an account and enter an order number.	An account is chosen but the search box is empty
Typing in a filter box does nothing	Select Search; the boxes apply only then
A date range does not filter	Pick both the first and the last day
Status or tracking number is out of date	Select Sync Order from Market in the order window; then the account’s connection
An order’s tickets are missing from Tickets	The tickets are archived, or not linked to the order; link it in the ticket’s Order Details
No eBay actions in the ⋮ menu	The order must belong to an eBay account; companies on an older plan may not have these actions

Still stuck?

Send support the order number, the account it belongs to, the time you looked for it and a screenshot of the Orders screen or the order window. Support can check whether Replyco holds the order, when the account last synced orders and which tickets are linked to it.

Related

• Customers · The ticket screen · Create Ticket
• Automatic feedback requests · Feedback Requests · Feedback Rules
• eBay · Order management systems · Custom Shipping Links
• Accounts · Fix a blocked or silent account
• What each plan includes · User permissions and roles · Tools