Managing Your Orders in Web Shop Manager: Notifications, Downloads, and Order Review

Your orders live in the admin under the Order List. You can filter orders by their status, such as:

• New – orders that just came in 

• Processing – orders you are currently working on

To review or edit a specific order, open it from the Order List to see its full details.

Tip: If you spot an order in your "New" or "Processing" tab that you didn't get an email about, it may still be a valid order. It's a good idea to check the Order List directly so nothing is missed, and to confirm the order's details before acting on it.

If you are not receiving email notifications for new orders — or you are only receiving some of them — keep the following in mind:

• Check the Order List first. Orders can still be recorded in your admin even when a notification email does not arrive. Compare what's in your "New" orders tab against the emails you've received.

• Verify your notification setup. If emails aren't arriving, contact WSM Support so we can help confirm how your order notifications are configured.

• Check spam/junk folders. Notification emails can sometimes be filtered by your email provider.

• Note any patterns — for example, whether notifications stop after a certain date or only affect certain orders. This information helps our team investigate faster.

If notifications remain inconsistent after these checks, contact WSM Support with specific order numbers and the dates involved.

Downloading Orders

If you are having trouble downloading or exporting orders from your admin, please reach out to WSM Support. Provide details on where you're attempting the download and any error messages you see so we can assist you quickly.

Reviewing a Possible Fraudulent or Suspicious Order

It's normal to occasionally see orders that look suspicious — for example, an order flagged as "not eligible" by your payment platform, or an unusual number of incomplete orders from one customer.

If you're concerned about an order:

• Locate the order in your Order List and note the order number.

• Review the order details, including the customer name, email address, and any status flags from your payment platform.

• Watch the "In Progress" tab. A single customer generating many unfinished orders in a short time can be a sign of automated or spam activity.

• Contact WSM Support with the specific order number(s) if you'd like help investigating whether an order is legitimate.

Important: If your payment platform has flagged an order as ineligible, you may want to confirm the payment is valid before fulfilling or shipping it. WSM Support can help you look into whether the order appears legitimate.

Comments and Notes Not Printing

If comments or call-in notes you've added to an order are no longer appearing on your printed order copies, contact WSM Support. Include a specific order number that contains the notes so our team can reproduce and resolve the issue.

Missing Customer Information on an Order

If a customer's saved information no longer appears when you go to place an order for them, contact WSM Support with the customer's details and, if possible, an affected order number. Our team can review the account and help restore the expected information.

When contacting WSM Support about an order issue, please include:

• The order number(s) involved

• A short description of what you expected versus what happened

• Any dates relevant to the problem (for example, "notifications stopped on 9/9")

• Any error messages you saw

Providing these details up front helps us resolve your issue as quickly as possible.

Note: One of the reviewed support items contained boilerplate promotional text unrelated to order management; it has been excluded as it does not describe a supported feature or step.