When you click on an order from the Orders page, you'll see its complete details — everything from line items and pricing to shipping information and protection status. This is also where you can file a claim on behalf of a customer.
Order Detail Layout
The order detail page shows a summary of the order with all the information you need in one place.
Order Information
At the top of the page, you'll see the order header with:
Order number — Your Shopify order name (e.g., #1234).
Order date — When the order was placed.
Order Summary
The order summary section includes:
Line Items — Each product in the order with its title, image, variant details, quantity, and unit price.
Pricing Breakdown:
Line Items total
Discounts applied
Subtotal
Shipping cost
Taxes
Total Price
Shipping Information — Tracking URLs for each shipment associated with the order.
Protection Status
You can see whether the order has Onward protection:
Amount Protected — The total value covered by Onward.
Premium Paid — The protection fee the customer paid at checkout.
If the order is unprotected, this section will show accordingly.
Filing a Claim from an Order
If a customer contacts you about an issue with their order, you can file a claim on their behalf directly from the order detail page. Click the option to create a new claim, and you'll be guided through selecting the claim type, affected items, and providing any necessary details.
This is useful when customers reach out to your support team instead of filing through the customer-facing claims portal.
Protecting an Unprotected Order
For orders that weren't originally protected at checkout, you may have the option to add protection to the order from this page. This is helpful if your store has the "Merchant Covers Unprotected Orders" setting or if you want to manually protect a specific order.
