Global E

ORDER DETAILS: All orders are listed here and can be filtered using the ‘Search By’ function.

SEARCH BY: You can look up orders using a range of search criteria.

• Order Number: Search by Global-e Order Number or Merchant Order Number

• Tracking Number: Search by carrier tracking number e.g. DHL

• Customer name (you will need to enter the full name for example Brown, not Bro..)

• Customer email address

• Date range

• Shipping country

• Order status

When you look at an order, there are 5 tabs at the top of the screen:

1. General

2. Refunds

3. Delivery

4. Shipping & Billing

5. Logs

• Order Status: (Top right of general tab) will tell you exactly what stage the order is in. See guide to Order Statuses + meanings in the ADDITIONAL INFO section

• Placed via IP: Customer IP address on order placement

• From: Country based on IP address

• Created Time: Time order created via Global-e checkout (Time zone: GMT)

• Last Updated Time: Last status change

• Invoice Number: invoice number of transaction in Global-e system

• Tracking Number: Carrier Tracking Number (clickable link will take you to carrier’s tracking)

• Waybill: a copy of a carrier Airway Bill

• Order Documents:

1. Invoice: Click on this to download a PDF copy of the customer’s invoice

2. Printed documents (logistics)

3. Airway Bill (carrier’s shipping labels)

• Parcels: If the order was packaged into more than one parcel, the status and shipping details of each of them will be visible here.

• Order Total: What the customer paid at checkout in their currency

• Paid Total: Usually the same as above (unless the order was amended due to an out of stock item)

• Payment Status: Ignore – go by the Order Status at the top right of the General Page

• Payment Method: Payment method selected

• D&T Threshold Exceeded: Yes or No (see Duties & Taxes section under ADDITIONAL INFO)

• D&T Prepaid: Several options 

1. Yes (customer prepaid D&T at checkout)

2. No (customer chose not to prepay D&T at checkout)

3. Hidden Forced DDP (D&T are included in the price)

4. Partial Forced DDP (customer pays taxes if applicable, remaining duty subsidized by the merchant)

Note that any inspections and fees applied on imports are beyond our control, should the customer decide not to prepay taxes during checkout.

• Merchant Order ID: merchant Order Number (if this field is blank, the order did not process correctly and was not pushed through to your system for processing)

• Confirmed by Merchant: 

Yes: Order exported and accepted 

No: indicates order was not successful

• Total Shipping Price: Shipping cost paid by customer

• Clearance Fee:

• D&T Paid by Customer: If customer has pre-paid duties and taxes

• US Sales Tax: Only for orders shipping into the USA

• Shipped by: Name of carrier

• Shipped from: Global-e Hub or Merchant Hub (if you are shipping directly from your own warehouse)

• To: Customer name and delivery address

• Phone Number: Customer phone number

• Comments: If an order has not processed or been cancelled, you may find information or an error message noted here. Comments can be left about the order if desired (note, this field is for reference only and will NOT trigger a communication with Global-e).

All the order related refunds are shown under this tab.

Click on the “+” icon to see specific refund details:

• Refund ID – internal Global-e refund ID

• Update Date – the date refund was generated in Global-e system

Note: If refund status shows “Failed”: Sometimes an automatic refund can fail due to technical reasons. Global-e finance operations team receives a report on all the refunds in “Failed” status and completes the refund manually.

DO NOT click on the “Completed” button, as this will remove the failed refund from the daily report and it will not be re-issued.