Help center
Every order, under control.
Find a sale, understand its status and help the customer from order details.
We couldn’t find that task. Try another word or choose a guide from the menu.
01 / 06
Find the order
- Open Orders & payments.
- Search using customer details or the reference, and filter by shop, gateway, status or date.
- Open the row for details. Check the customer and order before taking action.
02 / 06
Understand statuses
| Status | What to check |
|---|---|
| Created | Checkout exists; payment is not yet confirmed. |
| Processing | The payment outcome is not final yet. |
| Paid / Completed | Payment has been confirmed. |
| Failed | Open the exact decline reason before retrying. |
| Refunded | Check whether the refund is partial or full and its status. |
03 / 06
Add tracking in a few steps
- Open the order and its tracking action.
- Add the carrier, tracking number and full tracking URL.
- Save and open the link to verify it points to the right shipment.
- To notify by email, check that the shipping automation is enabled with an appropriate template.
04 / 06
Review and issue a refund
Open the completed payment and select the available refund action. Review amount, currency and reason before confirming. Check its status afterwards and do not repeat a request already processing. Refunding a purchase does not necessarily cancel its membership; check that separately.
05 / 06
Updates without losing context
Lists receive changes automatically. Filters still determine which rows appear. If you expect a sale, first check the shop and selected period. Open a specific transaction for details and its latest activity.
06 / 06
Check status and report an issue
If something does not respond, check Atlas status. For support, share the order reference, time and steps taken. Do not send card details, passwords or keys.