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orders
Reopen an order when something on it has to change after it was closed. Moving it back to Open or In progress makes it editable again, and its items keep the state they are in. Order Lifecycle explains the statuses and what each move does.

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Prerequisites

Required permissions: Create and edit orders to reopen the order. Where your account moves orders with a button, “Move orders to any state” as well. Every built-in role holds both, Member included. See Users & Roles.
Have ready before you start:
  • The order’s reference or the customer’s name, to find the order.
  • The state to return it to: Open or In progress, whichever matches where the order is.

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The walkthrough

1

Open the order

Open Orders and type the order’s reference or the customer’s name in Search all orders. A closed order stays in the table. Check the location selector in the top-left corner first if your account has more than one location. Click the order’s row to open it.
The Orders table on the All tab, with Search all orders and the closed order's row highlighted
2

Check why it is read-only

Read the banner at the top of the order. This order is closed means you can reopen it here. A banner with Unarchive in it means the order is archived: unarchive it first, as Unarchive an order shows. Unarchiving leaves the order closed, so reopen it afterwards.
A closed order, with the This order is closed banner and its description at the top highlighted
3

Choose Open or In progress

Click the status chip at the far right of the top bar, Completed on a new account. A menu of your order states opens, grouped by status. Choose Open or In progress. Where your account moves orders with a button and one shows there, open the arrow on the button for the menu.
The status chip's menu open on a closed order, with the Completed chip and the Open and In progress states highlighted
4

Move the order back

Read the Move order to Open dialog, named for the state you chose. It reads “The order moves back to Open and becomes editable again.” Open What stays the same to see what reopening leaves as it is, such as “Cancelled checkout links stay cancelled”. Click Move to Open.
The Move order to Open dialog with What stays the same expanded, and its list and the Move to Open button highlighted
5

Check the order is editable

This order is closed no longer shows, and the status chip reads Open. + Add is back in the top-right corner, and the line items on the Summary tab open again when you click their names.
The reopened order with no banner, with the Open status chip and the + Add button highlighted

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How do I know it worked?

  • This order is closed no longer shows at the top of the order.
  • The status chip reads the state you chose.
  • + Add shows in the top-right corner, and the line items open when you click their names.

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Troubleshooting / common pitfalls

The order is archived, and a banner with Unarchive shows at the top. Unarchive it first, as Unarchive an order shows. Where your account moves orders with a button, your role also needs “Move orders to any state”. See Users & Roles.
Reopening keeps each item’s state, and no checks or automations run on a move back. Set an item by hand from its own chip if it has to change. See Order Lifecycle.

Order Lifecycle

The statuses an order moves through, and what reopening keeps.

Changing an order

Every walkthrough for changing an order a customer already has.

Unarchive an order

Bring an archived order back before you reopen it.

Complete an order

Close the order again once the change is done.