---
title: Order Lifecycle Management | Shopware Community Hub
description: >-
Learn about the end-to-end order management process in Shopware, from order
creation and payment processing to shipping, fulfillment, and returns
management.…
canonical_url: 'https://hub.shopware.com/learn/unit/user-order-management'
---
# Order Lifecycle Management
- Understand the full order lifecycle, from creation to fulfillment, within Shopware.
- Create and manage manual customer orders, including custom product requests.
- Track and update order statuses such as Processing, Completed, or Cancelled.
- Assign appropriate payment and shipping methods based on customer preferences.
- Handle returns, refunds, and special conditions like extended production times.
- Use Shopware tools to generate invoices and shipping labels efficiently.
- Ensure accurate customer communication through order confirmations and status updates.
# Order Management
Efficient order management ensures smooth operations and customer satisfaction in any online store. For **Strum & Co.**, your guitar shop, mastering the process of managing orders—from creation to payment and fulfillment helps streamline your business and improve customer experience.
## What is Order Management?
Order management encompasses the entire process of receiving, tracking, and fulfilling customer orders. **Shopware** provides a comprehensive suite of features for managing your orders, including creating new orders, tracking order statuses, processing payments, and organizing shipments. A clear and compelling order management process ensures customer satisfaction and keeps your business running smoothly.
### Key steps in the order management process
1. **Order Creation**: Manually or automatically creating new customer orders.
2. **Order Statuses**: Tracking and updating the status of orders, such as new, processing, or completed.
3. **Payment Handling**: Managing payments and confirming transaction statuses.
4. **Shipping & Fulfillment**: Organizing and dispatching orders to customers.
5. **Returns and Refunds**: Managing returns and issuing refunds when necessary (Rise plan)
## Scenario: Creating a custom order
A customer calls Strum & Co. to place a special order for a custom-built ST-acoustic guitar and Guitar picks accessory. Since this is a phone order, it needs to be manually created in the Shopware Admin Panel. The goal is to ensure the order is processed smoothly, payment is set up correctly, and the shipping method is selected based on the customer's preference.
### Step 1: Access the orders menu
1. Log in to **Shopware Admin**.
2. Navigate to **Orders** -> **Overview** in the main menu.
### Step 2: Create a new order
1. Click **Add Order** in the upper right corner.
2. A new order window will appear, ready for input.
### Step 3: Select the customer
1. Search for the customer's name (if they already exist in the system).
2. If the customer is new:
- Click **Add New Customer**.
- Enter their **name, email, phone number, and shipping address**.
- Save the customer profile.
3. Select the sales channel from where the order needs to be placed (A pop would appear for that).
### Step 4: Add products to the order
1. Click **Product** tab and **Add product** .
2. Double-click the **Item** column and search for the items requested by the customer.
3. Adjust the quantity if necessary.
4. If the customer qualifies for a discount, apply a **custom price adjustment**.
5. Preview your order.
### Step 5: Choose payment method
1. Go to the **Details** tab.
2. Select the appropriate payment method.
3. If using **Bank Transfer**, ensure the customer receives payment instructions.
### Step 6: Select the shipping method
1. Since the **guitar is custom-made**, the delivery time will be longer.
2. Choose the appropriate shipping method:
- **Standard Shipping (3-4 weeks for production)**
- **Express Shipping (if available after production)**
3. Confirm the shipping cost and estimated delivery date with the customer.
### Step 7: Confirm and save the order
1. Review the order details with the customer:
- Items, pricing, discounts, payment method, and shipping details.
2. Click **Save** to generate an order number.
3. The customer will receive a **confirmation email** with their order summary and estimated delivery time.
### Step 8: Track order status
1. Once the order is placed, update the status as follows:
- **Processing** (if payment is pending).
- **In Production** (if the guitar is being built).
- **Shipped** (once the order is dispatched).
2. Customers can check the **order status** via email updates or their account dashboard.
By following these steps, Strum & Co. ensures that custom orders are handled efficiently, with accurate payment processing and clear delivery expectations. Customers are kept informed throughout the process, improving satisfaction and trust in the store.
## Common Order Statuses in Shopware
1. **New**: The order has been created but has not yet been processed.
2. **Processing**: The order is being prepared for shipping.
3. **Completed**: The order has been dispatched and delivered.
4. **Cancelled**: The order has been canceled.
5. **Refunded**: The order has been refunded due to return or cancellation.
### Activity: Order Status
Let's say a customer orders a **Fender Stratocaster**. Once the payment is confirmed and the order is being prepared for shipment, you will update the status to **Processing**. Once shipped, the status will change to **Completed**, and the customer will be notified via email. If, for any reason, the customer cancels the order, you can switch the status to **Cancelled**.
## Handling Payments and Shipping
After a customer places an order, you can manage payments in the **Shopware Admin Panel**:
1. **Invoice creation**: Shopware automatically generates an invoice once the order is confirmed, detailing the product, price, taxes, shipping, and total amount.
2. **Payment status**: You can track the payment status for each order. If a payment is processed successfully, it will be marked as **Paid**. If there is an issue, you can follow up with the customer or mark the order as **Unpaid**.
## Handling Shipping
Shopware helps manage the entire shipping process:
1. **Select shipping carrier**: Choose from integrated carriers or manually input shipping details.
2. **Print shipping labels**: You can print shipping labels directly from the **Shopware Admin Panel**.
3. **Shipping confirmation**: After dispatching the order, update the status to **Completed**. The customer will receive an email with tracking information.
With these tools, you can efficiently manage the entire order process, from when a customer places an order to when they receive their guitar, ensuring a seamless experience for you and your customers.
## Final Thoughts
Effective order management is the backbone of a successful ecommerce business. By understanding the order lifecycle in Shopware, you can enhance customer experience, streamline operations, and build a professional brand reputation. Remember that every order represents an opportunity to create a positive customer experience that encourages repeat business. Whether you're processing a single guitar order or managing multiple custom builds, the tools and processes in Shopware provide everything you need to maintain a smooth, professional operation.