Find and read preorder orders

Use this guide to find a customer’s preorder order, see what’s happened to it, and take action, like collecting payment or sending an update. It covers the account-wide orders list, the single-offer view, and the order detail page for an individual order.

Before you begin

• Most actions on the order detail page, and all bulk actions on the orders list, require a paid plan. Free-plan shops see an upgrade prompt when they try to use them.
• Exporting the orders list as a CSV also requires a paid plan.
• Actions are hidden entirely on orders that are cancelled or refunded.

What customers will see

Several actions on the order detail page communicate directly with the customer:

Action	What the customer sees
Send email confirmation	Resends the preorder confirmation email immediately.
Send SMS confirmation	Texts a confirmation to the phone number on the order. Only available if a phone number is on file and SMS is enabled for your shop.
Send shipping update	Sends a shipping update email you customize (subject, header, description). Supports {{order.name}} and {{shop.name}} template variables.
Collect payment (failed attempt)	If you opt in on the confirmation modal, the customer gets a payment-failed email with a link to complete payment.

Send email confirmation and Send shipping update are also available as bulk actions from the orders list, with the same effect on each selected order.

The orders list

There are two ways to open the orders list:

• All preorder orders: go to Reports → Preorders → Orders in the STOQ dashboard.
• Orders for one offer: go to Preorders → Offers, open the offer, and select the Orders tab. This shows the same list, already limited to that offer’s orders.

Both open the same table, with the same columns, filters, and actions described below; the per-offer view simply starts pre-filtered to the offer you opened.

Columns

Column	What it shows
Order name	Shopify order name (e.g. #1001). Click to open the order detail page.
Date	When the order was placed, displayed in your browser’s local timezone.
Name	Customer’s full name. Hover the name to see their email address (or phone number if no email is on record).
Total	Order total in the order’s currency.
Payment status	Financial status badge (see the status badges below). A red Due badge appears alongside Partially paid when the payment due date has passed.
Fulfillment status	Fulfillment status badge, see tones below. Shows “-” if Shopify has not returned a fulfillment status for the order.
Products	First preorder line item name, plus a count if there are more (e.g. “Blue T-Shirt and 2 more”).
Offers linked	The internal name of the preorder offer(s) associated with this order. Deleted offers are shown in red with a tooltip.

Fulfillment status badge tones:

Badge	Color	Meaning
Fulfilled	Success (green)	All fulfillments for the order are complete
Partially fulfilled	Warning (yellow)	Some but not all line items have been fulfilled
Unfulfilled	Attention (yellow/orange)	No line items have been fulfilled yet
Scheduled / On hold / In progress / Open / Pending fulfillment / Restocked	Info (blue)	Other fulfillment states reported by Shopify: the label is shown as-is (e.g. “On hold”, “Pending fulfillment”)
(none)	(none)	A dash (“-”) is shown when the order has no fulfillment status

Filters

Use the filter bar to narrow the list. Filters can be combined.

Filter	Options
Payment status	Paid, Partially paid, Unpaid, Authorized, Refunded, Partially refunded, Voided
Order fulfillment status	Fulfilled, Partially fulfilled, Unfulfilled, Scheduled, On hold, In progress, Open, Pending fulfillment, Restocked. This is the order’s overall status, as Shopify reports it
Preorder fulfillment status	On hold, Scheduled, Unfulfilled. Reflects only the preorder item’s own fulfillment status
Cancelled status	All, Not cancelled, Cancelled
Payment collection	Failed, Successful, Couldn’t verify
Active offer	Filter by a preorder offer that is live now, including a scheduled offer that has started
Inactive offer	Filter by an offer that is turned off, past its end date, or scheduled but not started yet
Deleted offer	Filter by an offer that has been deleted
Product	Select one or more product variants using the Shopify resource picker
Vendor	Type in Search vendors and tick one or more vendors to show orders whose preorder items come from them. Only on Reports > Preorders > Orders, not on an offer’s Orders tab
Date range	Last 7/30/60/90 days, Last 6/12 months, All time, or a custom date range
Per page	25, 50, or 100 rows per page

When an order has both a preorder item and a regular item, Shopify holds only the preorder item but shows the order’s overall status as Unfulfilled. Order fulfillment status follows that overall status, so a partly-held mixed order won’t show under Order fulfillment status → On hold. Use Preorder fulfillment status → On hold to catch those orders, since it looks at the preorder item itself.

Search by order name using the search box (e.g. #1001).

Filter and page state persists in the URL, so you can bookmark or share a filtered view.

Bulk actions

Select one or more rows, or select all rows on the page and then click Select all N orders to extend the selection across all matching results, to access bulk actions. Bulk actions run in the background; a banner confirms the request and includes a Refresh table button to reload results when processing is complete.

Promoted bulk actions (always visible when a selection is active):

Action	Notes
Collect payment	Attempts to collect outstanding payment for selected unpaid orders. Active only when at least one selected order is not fully paid.
Send shipping update	Opens a modal to compose and send a shipping update email to selected orders.

Communication group:

Action	Notes
Send email confirmation	Resends the preorder confirmation email to selected orders.

Fulfillment group:

Action	Notes
Open scheduled fulfillments	Moves scheduled fulfillments to open, immediately fulfillable, for selected orders.
Release “On hold” fulfillments	Releases held fulfillments for selected orders.
Hold fulfillments	Puts every open or scheduled fulfillment of the selected orders on hold in Shopify, with an optional reason. See Hold the entire order.
Split fulfillment orders	Moves the preorder items of the selected orders into their own fulfillment orders, so in-stock items can ship first. Only for offers with split fulfillments on. See Split fulfillments.
Reschedule fulfillment	Sets a new fulfillment date for selected orders.

Payment group:

Action	Notes
Reschedule payment	Sets a new payment due date for selected orders.

Note

Bulk operations are capped at 5,000 orders per run. If your filtered selection exceeds this, refine your filters and run the action in batches.

Export CSV

Click Export CSV at the bottom right of the table. STOQ processes the export in the background and emails the CSV file to the email address configured in your settings.

The order detail page

Click any order name in the list to open the order detail page.

Page title and status badges

The page title shows the Shopify order name (e.g. #1001). Status badges appear next to the title:

Payment status badges:

Badge	Color	Meaning
Paid	Default (grey)	Payment fully collected
Partially paid	Warning (yellow)	Deposit collected, balance outstanding
Partially paid + Due	Warning + Critical (red)	Balance is past the due date
Pending / Authorized / etc.	Info (blue)	Other financial statuses from Shopify
Refunded	Critical (red)	Order refunded
Cancelled	Critical (red)	Order was cancelled in Shopify

The header shows only the payment and cancellation badges above; check the Fulfillment status column in the orders list for fulfillment state.

Products card

Lists each line item in the order with its product image (fetched from Shopify), product name, variant, SKU, unit price, quantity, and line total. If the item belongs to a preorder offer, the offer name is shown with a link that opens the offer in STOQ.

Payment breakdown card

Shows the full financial picture for the order.

Row	What it shows
Subtotal	Current subtotal price and item count
Shipping	Shipping line label (currently always shows “Standard” at $0.00; see Limitations below)
Taxes	Each tax line with title and rate
Total	Order total
Paid	Amount already collected (total minus outstanding)
Balance	Outstanding amount, with payment due date if one is set

Customer card

Shows the customer’s email address and, if present, their phone number.

Activity timeline

The Activity section below the payment breakdown shows a chronological log of all STOQ actions on this order, newest first.

Event	Badge color
Order created	Green (success)
Order confirmation email sent	Grey (base); labeled “(sent manually)” if triggered by you
Shipping update email sent	Grey (base); labeled “(sent manually)” if triggered by you
SMS confirmation sent	Grey (base); labeled “(sent manually)” if triggered by you
Fulfillment hold applied	Yellow (warning), includes counts of total / held / failed / skipped
Fulfillment split applied	Green (success), includes counts of total / split / failed
Payment collected	Green (success); labeled “(collected manually)” if triggered by you
Payment collection failed	Red (critical); shows error message; labeled “(attempted manually)” if triggered by you
Payment due date rescheduled	Blue (info), shows old date and new date
Order split (preorder items moved to new order)	Green (success), shows new order name(s)
Order split failed	Red (critical), shows error message

Actions on an individual order

The page header contains three action groups: Notify customer, Fulfill order, and More actions. See What customers will see above for the Notify customer actions.

Fulfill order

Action	What it does
Open scheduled fulfillments	Moves scheduled fulfillments to open so the order can be fulfilled immediately. Requires confirmation.
Release “On hold” fulfillments	Releases held fulfillments so the order can be fulfilled immediately. Requires confirmation.
Hold fulfillments	Puts every fulfillment of the order on hold in Shopify, in-stock items included, with an optional Reason (optional) note. Disabled once the order is fulfilled.
Split fulfillment orders	Moves the order’s preorder items into their own fulfillment orders so in-stock items can ship first. Disabled unless the order’s offer has split fulfillments on, or once the order is fulfilled.
Reschedule fulfillment	Opens a date picker to set a new fulfillment date for this order.

More actions

Action	What it does	Availability
Reschedule payment	Opens a date picker to set a new payment due date.	Disabled for orders that are already paid, refunded, voided, or cancelled.
Collect payment	Attempts to collect the outstanding balance via Shopify. A confirmation modal lets you opt in to sending a payment-failed email notification to the customer if the charge is unsuccessful.	Disabled if the order is already paid, cancelled, or refunded.

Note

When an order is Partially paid and its payment due date has already passed, a primary Collect payment button also appears in the page header as a shortcut. The page updates automatically once Shopify confirms the outcome; do not refresh the page while collection is in progress.

STOQ requests payment through Shopify’s API; Shopify performs the actual charge. STOQ does not store or process card details.

Troubleshooting

An order doesn't appear in the list

The orders list only shows orders STOQ has attributed to a preorder offer, placed through a product associated with an active or past preorder selling plan. Check that the product was added to the offer and that the customer completed checkout through the preorder widget.

You need to find and retry orders with a failed payment attempt

1. Apply Payment collection -> Failed in the filter bar.
2. Check the Payment status column for orders still Partially paid or Unpaid.
3. Select them and use Collect payment from the bulk actions, or open an individual order and use More actions -> Collect payment.

If retries keep failing, see Preorder payment collection fails.

A payment shows "Couldn't verify" in the Payment collection filter

STOQ requested payment but couldn’t confirm the outcome from Shopify within 24 hours, usually because settlement is delayed. Open the order and check the current Payment status badge; if it’s still Partially paid or Unpaid, try Collect payment again. For orders that consistently show “Couldn’t verify,” see Preorder payment collection fails.

Send SMS confirmation isn't showing on an order

It only appears when STOQ has a phone number on record for that order, SMS is enabled for your shop, and the customer hasn’t unsubscribed from SMS marketing.

A bulk action seems stuck

Bulk actions (open, release, hold, split, reschedule, collect, and shipping update) process in the background. Click Refresh table in the confirmation banner to reload the list and see updated statuses, and avoid triggering the same action again while it’s still processing.

Limitations

The payment breakdown’s shipping line currently always shows “Standard” at $0.00; the full shipping title and rate will be available in a future update.

FAQ

Can I see the orders for just one preorder offer?

Yes.

1. To see orders for one offer, go to Preorders → Offers, open the offer, and select the Orders tab. This is the same orders list, automatically limited to that offer’s orders, handy when you’re managing a single drop or campaign.
2. To see orders across every offer, use Reports → Preorders → Orders instead.
3. You can also narrow the account-wide list to a specific offer with the Active offer, Inactive offer, or Deleted offer filters.

What does the red 'Due' badge mean?

The Due badge appears alongside Partially paid when the payment due date recorded by STOQ has already passed and the order’s balance has not yet been collected. You can collect it manually from the More actions → Collect payment menu, or reschedule the due date via More actions → Reschedule payment.

Does collecting payment here charge the customer immediately?

Yes. When you trigger Collect payment, STOQ asks Shopify to capture the outstanding balance right away using the payment method the customer provided at checkout.

1. If the charge succeeds, the order’s financial status updates to Paid.
2. If it fails, the failure is logged in the Activity timeline and, if the option was enabled, the customer receives a payment-failed email with a link to complete payment.

What is the difference between 'Open scheduled fulfillments' and 'Release On hold fulfillments'?

These target different fulfillment states.

1. Open scheduled fulfillments changes Shopify fulfillment orders in the Scheduled state to Open so they can be fulfilled immediately, before their original scheduled date.
2. Release “On hold” fulfillments removes the fulfillment hold STOQ applied (for On hold or Hold-all-fulfillments setups), allowing the order to be picked up and shipped.
3. If you are unsure which applies, check the Fulfillment status column in the list: Scheduled orders need “Open”, On hold orders need “Release”.

Can I send a shipping update to all matching orders at once?

Yes.

1. Apply the filters you need (for example, a specific offer or a date range).
2. Select all rows on the page and click Select all N orders to extend the selection to all matching results.
3. Use Send shipping update from the bulk actions. You can customize the subject, header, and description before confirming.
4. The email is sent in the background.

Related articles

Preorders overviewUnderstand how STOQ preorders work end-to-end.

Preorder payment collection failsDiagnose and resolve failed or unverifiable payment collection attempts.

Collect remaining preorder paymentsCollect outstanding balances for deposit or pay-later orders.

Release held preorder fulfillmentsRelease on-hold orders and open scheduled fulfillments in bulk.

Reschedule preorder paymentsPush back the payment due date for individual or bulk orders.