The Order changes page is a record of every change made to an order through Tacey: what changed, what it was before, what money moved and which way, and who asked. This article explains everything on the page. Each Money status label is also explained, in more detail, in What do "Refund owed", "Balance due" and the other money labels mean?.
The four numbers at the top
Number | What it counts |
Changes | Changes made to orders in the period (the last 30 days by default). Changes that Shopify refused are not counted. |
Money collected | Money that came in from customers because of a change, confirmed by Shopify. |
Money refunded | Money sent back to customers because of a change. |
Needs your action | Changes where money is waiting on you, from any date: a refund to approve, a refund that failed, a cancellation refund Tacey could not confirm, or a balance nobody has collected. |
Amounts in other currencies use Shopify's rate for that order. A line saying some amounts could not be read means the total may be low. A line about other currencies means the total will rise shortly.
The two tabs
Changes made by Tacey is the table described below.
Refunds made in Shopify lists refunds you or your team made in Shopify instead of through Tacey, so the money story here matches Shopify's. They are not counted in the totals above or on your Dashboard. Its columns are When, Order, Sent to (for example Shopify Payments, PayPal, Store credit, Gift card, Manual payment or Test gateway), Refund, Status and Made by. Status is Completed, Pending, Failed, Partly completed or No money moved. Made in Shopify, not by Tacey means nothing ties the refund to Tacey. Checking who made this refund shows briefly while Tacey makes sure.
The columns
Column | What it tells you |
When | The date and time of the change, in your store's time zone. |
Order | The order number. Click it to open the order in Tacey. When an order's customer was erased at their request, the number is no longer kept and this reads Order number not kept. The row and its money are still there. |
What changed | The kind of change, for example Item removed, Quantity changed, Address changed, Order cancelled, Discount applied, Note added or Contact updated. |
Money | The amount that moved, in green when money came in and in red when money went out. No money means the change had no money side. Amount not recorded means the change was made but Tacey did not record an amount. |
Money status | Where the money stands. See below. |
Confirmed | Yes once Tacey has seen the change confirmed in Shopify. No until then, and also when the change did not happen. Marked handled is a cancellation refund you checked and closed yourself, which is not a Shopify confirmation. |
Click View to open the change's own window.
Money status
The label says where the money stands, and it never says money moved until Shopify confirms it did. Where the money is for something specific, the label says what.
Label | What it means | What to do |
Collected | A payment came in and Shopify confirmed it. | Nothing. |
Item refunded, Shipping refunded, Shipping and duty refunded, Tax refunded, Order refunded, Discount refunded | A refund went out and Shopify confirmed it. The first word says what the money was for: the items, the shipping, the shipping and import duty together, the tax, the whole order (a cancellation) or a discount. | Nothing. |
Refunded | A refund went out and Shopify confirmed it, on a change that does not say what the money was for. | Nothing. |
Item refund owed, Shipping refund owed, Shipping and duty refund owed, Tax refund owed, Order refund owed, Discount refund owed | A customer is owed this money back and nothing has been refunded yet. | Open the order. If it shows Approve refund, use it. Otherwise issue the refund in Shopify. |
Refund owed | The same, on a change that does not say what the money is for. | The same. |
Held for your approval | A refund is waiting for you to approve it. Nothing has been sent. | Open the order and press Approve refund. See How do I approve a refund a customer is waiting for?. |
Balance due for items, Balance due for shipping, Balance due for tax, Balance due | The customer owes you money for an edit and nothing has collected it. For tax, an address change moved the order into a different tax situation. | Collect it in Shopify or contact the customer before you ship. |
Waiting for payment | A payment was asked for and has not come in yet. | Usually nothing. It becomes Not collected if the customer never pays. |
Not collected | The customer's change needed a payment and the waiting time ran out without one. If the unpaid change was an added product, Tacey took it back off the order. Tacey does not release an order that still owes you money: if anything is still owed, the order stays on hold until the customer pays or you release the hold in Shopify. | Decide whether to follow up. |
Not confirmed yet | The change was sent and Shopify has not yet confirmed the money. | Usually nothing. If it stays like this for a day, check the order in Shopify. |
Not confirmed | Tacey called Shopify and got no answer, so the change may have been made. | Check the order in Shopify. |
Refund failed / Capture failed | The refund, or the collection of a held payment, did not go through. | Check the order's refunds in Shopify first, then refund or collect by hand only if nothing went out. |
Refund not confirmed | Tacey cancelled an order and could not tell which refund was the cancellation's. | Open the order in Shopify, check its refunds, then mark it handled. |
Handled by you | A cancellation refund you checked and marked handled. | Nothing. |
No refund due | A cancellation where the restocking fee took the whole refundable amount, or nothing had been captured. Nothing is owed. | Nothing. |
No money moved (or a dash) | The change had no money side, such as a note or a phone number. | Nothing. |
Change not made | The change was refused, or Tacey does not know who refused it. Nothing on the order changed. | Nothing. |
Stopped before reaching Shopify | Tacey's own check refused the change, so it never reached Shopify. Nothing changed. | Nothing. |
Shopify refused this change | Shopify refused the change. Nothing changed. | Nothing, unless you want to make the change yourself in Shopify. |
The filters
Filter | Options |
What changed | Items changed, Shipping address changed, Contact details changed, Order cancelled, Discount applied, Note or gift message added, Address changed shipping cost, Customer kept their address after a warning, Combined with another order, Combined into another order, Shipments combined, Payment capture. |
Who asked | The customer (they made the change on their own order page, which is almost every row), You (a change you made through Tacey, such as merging two orders) or Tacey (a change Tacey made on its own, for example taking an unpaid added product back off an order). |
Money status | Needs your action, Refunds that failed, Refunds waiting for approval, Refunds to issue, Cancellation refunds not confirmed, Balances not collected, Changes not confirmed with Shopify, Held for your approval, Owed, Refunded, Collected, Failed, Not confirmed yet. |
Result | Change made or Not made or not confirmed. |
Date | Today, the last 7, 30 or 90 days, or a custom range. The sort arrows put the newest or the oldest first. |
You can search by order number. Edits you make directly in the Shopify admin do not appear on the first tab at all. Refunds you make in Shopify appear on the Refunds made in Shopify tab.
The change window (View)
View opens one change in its own window. At the top: the kind of change, a pill for the money (for example No money moved), when it happened and one plain sentence about it. A green banner Change made means Tacey asked for the change and Shopify confirmed it. Then:
Order: the order number, Who asked, and Confirmed with the time Shopify confirmed it.
What happened: Change sent to Shopify and Confirmed by Shopify, each Done once it happened, and the money.
What changed: the values before and after, side by side, and anything that did not change. An address change shows each line that changed. An item change shows each item and its quantity before and after.
Money: the amount, the status, the direction (money in, money out or none) and a note in words.
Money timeline: each step in order, with its time.
When a customer asked for their data to be erased, the window reads Details removed at the customer's request where the customer's details were. The change, its money and its time are kept.
The "Tax may be wrong" badge
If a customer moved their address into a different tax region and Shopify did not recalculate the tax, the row carries a Tax may be wrong badge and the note: "Tax may now be wrong. The address moved to a different tax region and Shopify did not recalculate it. Review the order's tax total before fulfilling." Check the tax total on the order in Shopify before you ship.
The shipping zone notes
When a new address falls in a different shipping zone, the change explains what happened to the shipping fee, for example "New shipping zone. The fee stayed at $5.00; this zone's rate is $12.00." Where Tacey could not work out the new fee, it says so and asks you to review before fulfilling.
What this does not do
The Order changes page never says money moved before Shopify confirms it. An amount in green or red is a confirmed movement.
It does not let you change an amount. To refund a different amount, refund by hand in Shopify.
It does not list changes made directly in the Shopify admin, except refunds, which have their own tab.
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