How to view preorder orders and their details in STOQ

Checking preorder orders in STOQ lets you see every order that contains a preorder product, along with its payment status, fulfillment status, and linked offers. You can view all preorder orders in one place from the Reports section, or drill into a specific offer to see only the orders associated with it. Clicking into any order opens a detailed view showing products, payment breakdown, customer information, and a full activity timeline.

This guide walks you through both ways to access preorder orders and explains what the order details page shows.

Before You Begin

Make sure the following requirements are met before checking preorder orders.

• STOQ is installed on your Shopify store with the app embed enabled.
• At least one preorder offer is set up and active (or was previously active).
• Customers have placed orders containing preorder products. If no orders exist yet, the table displays an empty state.

View All Preorder Orders from Reports

The Reports section gives you a centralized view of every preorder order across all your offers.

How to Access

1. In your Shopify admin, open the STOQ app.
2. Click Reports in the left navigation menu.
3. Click the Preorders main tab at the top.
4. Select the Orders sub-tab.

The orders table loads showing all preorder orders, with the most recent orders displayed first by default.

Orders Table Columns

Each row in the orders table displays the following information.

Filtering and Searching Orders

Use the filter bar above the table to narrow down your results.

• Payment status - Filter by one or more payment statuses (e.g., Paid, Unpaid, Partially paid).
• Fulfillment status - Filter by one or more fulfillment statuses (e.g., Unfulfilled, Scheduled, On hold).
• Cancelled status - Show all orders, only not cancelled, or only cancelled.
• Active offer - Filter by a specific active preorder offer.
• Inactive offer - Filter by a previously inactive offer.
• Discarded offer - Filter by a deleted offer.
• Product / Variant - Use the Shopify resource picker to filter by specific products or variants.
• Date range - Choose from preset date ranges (7 days, 30 days, 60 days, 90 days, 6 months, 12 months, All time) or set a custom date range.
• Search - Type an order name, email, or customer name in the search bar.
• Per page - Change how many orders display per page (default: 25).

Filters Are Preserved When You Navigate Back

Your filters are saved in the page URL and fully restored when you return from an order details page. If you apply filters, click into an order to view its detail, and then use your browser back button or the back link, your filtered view will be exactly as you left it.

This works across all filter types: financial status, fulfillment status, offer, date range, and page number. It applies in both places the orders list appears in STOQ — the Reports → Preorders → Orders view and the per-offer Orders tab.

To try it:

1. Go to Reports → Preorders → Orders, or open a preorder offer under Preorders → Offers and click the Orders tab.
2. Apply any filters (for example, filter by fulfillment status and a date range).
3. Click into an order to view its detail.
4. Use your browser back button or the back link — your filters will be exactly as you left them.

Exporting Orders

To export preorder orders as a CSV:

1. Apply any filters you need (optional).
2. Click the Email CSV option.
3. A confirmation dialog asks: "Are you sure you want to export this report & send it to {email}?"
4. Click OK. The CSV file is emailed to the address configured in Reports → Settings.

View Orders for a Specific Offer

You can also check orders tied to a single preorder offer by navigating to that offer directly.

How to Access

1. In your Shopify admin, open the STOQ app.
2. Click Preorders in the left navigation menu.
3. Click on the offer name you want to inspect.
4. Select the Orders tab within the offer page.

This view shows the same orders table as the Reports section, but automatically filtered to show only orders linked to the selected offer. The offer filter is locked — you cannot change it from this view.

Differences from the Reports Orders Tab

How Cancelled Preorder Orders Affect Revenue and Units

Cancelled preorder orders may appear differently depending on where you are viewing reports in STOQ.

Overview and Offers List

In the Overview page (Preorders → Overview) and the Offers list (Preorders → Offers), cancelled preorder orders remain included in both total revenue and units sold. These values are calculated from preorder rollups, which aggregate totals at a summary level and do not subtract cancellations.

Per-Offer Report

When you open a specific preorder offer and check its report, cancelled preorder orders reduce the number of units sold — cancelled units are subtracted from the units total and shown separately as cancellations. However, revenue is not reduced — the revenue figure still includes cancelled order amounts in both views.

Where to Check Cancellation-Adjusted Figures

At the moment, cancelled preorder revenue cannot be manually removed from any view in STOQ. To review cancellation-adjusted unit counts:

1. Go to Preorders in the left navigation menu.
2. Click on the specific offer you want to review.
3. Check the per-offer report — cancelled units are subtracted from the units total and shown separately.

Order Details Page

Click any order name (e.g., #1001) in the orders table to open its detail page. The order details page shows comprehensive information organized into three main sections.

Products Section

The left column displays a Products card listing every line item in the order.

For each product line item, you see:

• Product image — A thumbnail of the product (loaded from Shopify).
• Product name — The full variant name.
• SKU — The product's SKU (or "-" if not set).
• Offer — If the line item was sold under a preorder offer, the offer name appears with a link icon to navigate to that offer.
• Price breakdown — Unit price × quantity = line total.

Payment Breakdown Section

Below the products, the Payment Breakdown card shows the full financial summary.

• Payment status badge — The current payment state (e.g., Paid, Partially paid, Cancelled). A Due badge also appears if the remaining balance is past due.
• Subtotal — The total before shipping and taxes, with item count.
• Shipping — Shipping cost.
• Taxes — Each tax line with its rate and amount.
• Total — The full order total.
• Paid — The amount already collected.
• Balance — The outstanding amount, with the payment due date if applicable (e.g., "Due January 15, 2025").

Customer Information Section

The right sidebar displays a Customer card with:

• Email address — The customer's email.
• Phone number — The customer's phone (if provided).

Activity Timeline

Below the payment breakdown, the Activity section shows a chronological timeline of all events related to the order. Events are sorted newest first.

Actions Available on the Order Details Page

The order details page provides several actions accessible from dropdown menus at the top of the page.

Notify Customer

• Send email confirmation — Re-send the preorder confirmation email to the customer (paid plan required).
• Send SMS confirmation — Send an SMS confirmation if the customer has a phone number on file (paid plan required).
• Send shipping update — Send a custom shipping update email with editable subject, header, and body text. You can use {{order.name}} and {{shop.name}} as variables.

Fulfill Order

• Open scheduled fulfillments — Make scheduled fulfillments available for immediate fulfillment (paid plan required).
• Release "On hold" fulfillments — Release fulfillments currently on hold (paid plan required).
• Reschedule fulfillment — Change the fulfillment date using a date picker (paid plan required).

More Actions (Payment)

• Reschedule payment — Change the payment due date (paid plan required). Disabled for paid, refunded, or voided orders.
• Collect payment — Request Shopify to collect the outstanding balance (paid plan required). Disabled for already-paid or cancelled orders.

Bulk Actions from the Orders Table

When you select one or more orders using the checkboxes in the orders table, promoted and additional bulk actions become available.

Promoted Bulk Actions

• Collect payment — Collect outstanding payments on selected unpaid orders (paid plan required).
• Send shipping update — Send a shipping update email to all selected orders (paid plan required).

Additional Bulk Actions

Communication

• Send email confirmation — Send confirmation emails to selected orders (paid plan required).

Fulfillment

• Open scheduled fulfillments — Open scheduled fulfillments on selected orders (paid plan required).
• Release "On hold" fulfillments — Release held fulfillments on selected orders (paid plan required).
• Reschedule fulfillment — Reschedule fulfillment dates on selected orders (paid plan required).

Payment

• Reschedule payment — Reschedule payment due dates on selected orders (paid plan required).

Filter Preorder Orders by Payment Collection Status

After STOQ attempts to collect outstanding balances on partially paid preorders — either automatically or through a manual action — each attempt is tracked with a result. The Payment collection filter in Reports > Preorders > Orders lets you see exactly which orders had their payment collected successfully, which ones failed, and which ones STOQ could not verify with Shopify.

What Is the Payment Collection Filter?

The Payment collection filter shows the outcome of past payment collection attempts. It sits alongside the other filters (Payment status, Fulfillment status, etc.) in the orders filter bar and has three options:

• Successful — Shopify confirmed that the remaining balance was charged to the customer's payment method.
• Failed — Shopify reported that the charge did not go through (for example, insufficient funds, expired card, or a voided authorization).
• Couldn't verify — STOQ was unable to confirm the outcome with Shopify within 24 hours. The payment may or may not have been collected, but Shopify did not return a definitive result.

How to Use the Payment Collection Filter

Follow these steps to filter orders by their payment collection outcome.

1. In your Shopify admin, open the STOQ app.
2. Click Reports in the left navigation menu.
3. Click the Preorders tab at the top.
4. Select the Orders sub-tab.
5. Click the Payment collection filter in the filter bar.
6. Select one or more options: Failed, Successful, or Couldn't verify.
7. The table updates to show only orders matching the selected payment collection outcome.

Understanding Payment Collection Statuses

Here is what each status means and how STOQ determines it.

Successful

The customer's payment method was charged and Shopify confirmed the transaction. This happens when:

• The charge goes through immediately after STOQ sends the collection request.
• Shopify processes the charge asynchronously and later reports a successful result (e.g., SUCCESS, AUTHORIZED, CAPTURED).

Orders with a Successful result typically move to Paid in the Payment status filter.

Failed

Shopify reported that the charge did not go through. Common reasons include:

• The customer's card was declined (insufficient funds, expired, or blocked).
• The payment authorization was voided before it could be captured.
• Shopify returned a retryable error but the charge ultimately did not succeed.

When a payment attempt fails, STOQ can automatically send the customer a Payment collection failed email so they can update their payment method. You can customize this email in Preorders > Settings > Notifications.

Couldn't Verify

STOQ polls Shopify to check whether the charge settled, but if Shopify does not return a final result within 24 hours, the attempt is marked as Couldn't verify. This can happen when:

• Shopify's payment processor is still settling the transaction.
• A network issue prevented STOQ from reaching Shopify during the verification window.
• The payment is stuck in a processing or initiated state on Shopify's side.

When to Use Each Status Filter

The Payment collection filter helps you take targeted action based on outcomes.

• Filter by Failed — Review orders where the customer needs to update their payment method. You can retry collection or contact the customer directly.
• Filter by Successful — Confirm which orders were collected and verify totals for bookkeeping or reconciliation.
• Filter by Couldn't verify — Investigate orders where the outcome is unclear. Cross-check with Shopify admin to determine whether payment was actually collected, then retry if needed.

Combine With Other Filters

You can stack the Payment collection filter with other filters for more targeted results.

• Payment collection: Failed + Active offer — See failed payments for a specific preorder campaign.
• Payment collection: Failed + Date range — Find recent failed attempts that need immediate attention.
• Payment collection: Couldn't verify + Fulfillment status: On hold — Locate orders that are waiting on payment verification before they can ship.

Retrying Failed or Unverified Payments

If you find orders with Failed or Couldn't verify results that still need payment, you can retry collection.

1. Select the orders using the checkboxes in the table. To act on all matching orders, select all on the current page, then click Select all {count} orders matching your filters in the banner that appears.
2. Click the Collect payment bulk action at the top of the table.
3. In the confirmation modal, review the number of orders to be charged.
4. Choose whether to Send email notifications to customers if payment fails (enabled by default).
5. Wait for the countdown timer to complete, then click Collect payment.

You can also retry on a single order. Click into the order from the table, then use the Collect payment button on the order details page.

Known Limitations

• Paid plan required for most actions. Viewing and filtering orders is available on all plans, but bulk actions, sending notifications, collecting payments, and rescheduling require a paid plan.
• Orders table shows Shopify preorder orders only. The table only includes orders that contain products sold through a STOQ preorder offer (with a selling plan attached). Regular orders do not appear.
• Cross-page selection is not supported. You can select orders on the current page only. Use the "Select all matching" option to apply actions across all filtered results.
• Timeline data depends on tracked events. The activity timeline only shows events that STOQ has tracked. Events that occurred before STOQ was installed or outside STOQ's tracking are not shown.
• CSV export is emailed. The export is sent to your configured report email address, not downloaded directly. It may take a few minutes.
• Deleted offers show in red. Orders linked to offers that have been deleted still appear in the table, but the offer name is shown in red with a tooltip.
• Cancelled preorder revenue remains included in all views (Overview, Offers list, and per-offer report) and cannot be manually removed. Only unit counts are adjusted in the per-offer report.

Troubleshooting

FAQs

Q: What is the difference between the Reports orders tab and the offer-specific orders tab?

A: The Reports → Preorders → Orders tab shows all preorder orders across every offer. The offer-specific Orders tab (inside an individual offer) shows only orders linked to that particular offer, with the offer filter locked. Both use the same table layout and support the same filters (except the offer filter, which is locked in the offer-specific view).

Q: Can I see orders for a deleted offer?

A: Yes. Orders linked to deleted offers still appear in the Reports orders tab. The offer name is displayed in red with a tooltip saying "This offer has been deleted". You can also filter by deleted offers using the Discarded offer filter.

Q: What does the "Due" badge mean on the payment status?

A: The red Due badge appears next to a Partially paid status when the remaining payment balance is past its due date. This means the customer has not yet paid the outstanding amount and the scheduled payment date has passed. You can collect the payment manually using the Collect payment action.

Q: Can I collect payment on multiple orders at once?

A: Yes. Select the orders using the checkboxes in the orders table, then click the Collect payment promoted bulk action. You can choose whether to send payment notifications to customers. This requires a paid plan. Here's our detailed guide on how to collect preorder payments in bulk manually

Q: What does "Select all matching" mean?

A: When you select all orders on the current page, a banner appears offering to "Select all matching" orders. This applies your bulk action to all orders that match your current filters, not just the ones visible on the page. This is useful when you have many pages of orders and want to act on all of them at once.

Q: Can I open the order in Shopify admin from the details page?

A: The order details page shows STOQ-specific information. To view the order in Shopify admin, you can use the order name (e.g., #1001) and search for it in your Shopify admin orders section.

Q: Why does the Products column show a dash (-)?

A: A dash in the Products column means the order's line items do not have a selling plan attached. This can happen if a regular product was included in the same order as a preorder product, or if the selling plan data was not recorded.

Q: How often does the orders table refresh?

A: The orders table loads data when you first open the page or change filters. After performing bulk actions (like collecting payments or rescheduling fulfillments), a banner may appear with a Refresh table button. Click it to see updated results. You can also reload the page manually.

Updated on: 05/06/2026