Order and Customer Management
After a buyer completes payment, Kanorio creates an order record in the backend and adds the buyer to the website's customer list. You can view product details, payment status, refund history, and buyer information all in one place, without needing to check the payment gateway provider's backend for order details.
Where to View Orders
Navigate to Store → Transactions in your backend (https://app.kanorio.com/store/transactions). The Transactions page lists all current orders for your website, including order number, buyer, product, amount, currency, payment status, and creation date.
Clicking on an order reveals more comprehensive details, such as:
- Buyer's name and email.
- A snapshot of the purchased products and plans.
- Breakdown of the amount, platform fees, and payment method.
- Refund and access status.
- Transaction information corresponding to the payment gateway.
Understanding Order Status
| Status | Plain Language Explanation | What You Typically Need to Do |
|---|---|---|
| Pending Payment | Checkout initiated, but payment not yet successful | Wait for payment completion or timeout |
| Paid | Payment gateway has confirmed receipt of funds | Provide service or track sales according to your product rules |
| Partially Refunded | A portion of the amount has been refunded | Confirm if the buyer still retains content access |
| Refunded | The full refundable amount has been refunded | Decide whether to revoke content access based on your rules |
| Payment Failed | Payment was not completed by the gateway | No content delivery required |
| Expired | Checkout timed out without completion | No manual action required |
| Disputed | Buyer has initiated a dispute through the payment service or card issuer | Retain evidence and respond to notifications |
Search, Filter, and Export
You can search the Transactions page by order number, buyer name, email, or product name. You can also filter by order status, product, and date range.
To organize your accounts or provide data to your accountant, apply your desired filters first, then use the export function to download a CSV file of the current list. CSV files can be opened with tools like Excel or Google Sheets.
Where to View Customers
Navigate to Store → Customers (https://app.kanorio.com/store/customers) to view buyers who have purchased from your website. Customer data is managed separately per website; you will only see customers for your own site and not those of other sellers.
The Customers page is useful for:
- Viewing a buyer's past orders.
- Helping buyers confirm past purchases.
- Checking order history when addressing refund or content access issues.
Do I Need to Manage Orders from Different Payment Gateways Separately?
No. Kanorio stores transaction and customer data in a unified format, allowing you to view all orders on a single Transactions page. Payment details from different gateways will be indicated by the payment method shown on the order.
Frequently Asked Questions
The buyer may not have completed the payment, or the payment gateway has not yet returned a success confirmation. Non-instant payment methods like ATM transfers or convenience store codes typically require more time.
No. Orders retain a snapshot of the products and plans at the time of purchase to prevent subsequent price changes from affecting historical records.
Orders are the basis for transactions and content access and generally should not be deleted. For refund or buyer permission issues, please use the refund and revoke access functions.
First, check the currency column and the refund status. Cross-currency transactions, partial refunds, and different payment methods can affect how amounts are interpreted. Please refer to the order details and payment gateway reconciliation data for accuracy.
Please follow the procedures advised by the payment service or card issuer first. Do not issue duplicate refunds before confirming the process. For more details, please read the Consumer Dispute Resolution Guide.