Orders Needing Attention Report

The Orders Needing Attention report surfaces orders that may be slipping through the cracks — orders that have been waiting too long without progressing, or that are in a status requiring manual intervention. Use it to keep your operations running smoothly and prevent customers from experiencing delays.

Accessing the report

1. Go to Reports in your admin portal
2. Click Orders → Orders Needing Attention
3. Configure the overdue threshold (defaults to 3 days)
4. Apply any additional filters
5. Click Apply to generate the report

Understanding the report

The report displays a table of orders that match your filter criteria, sorted to surface the most urgent items first. Each row shows:

Order ID A link to the full order details — click to open the order and take action directly.

Customer name The name of the customer who placed the order.

Customer email The customer's email address for direct contact if needed.

Order date When the order was placed.

Order status The current status of the order (e.g. In Progress, On Hold, Payment Requested).

Age How many days the order has been in its current status. Orders exceeding the overdue threshold are highlighted.

Item count The number of line items in the order.

Order total The value of the order.

Shipping method The delivery or collection method selected for the order.

Collection Whether the order is being collected in store rather than delivered.

Last note The most recent note added to the order, which may provide context for why it is on hold or delayed.

Filters

Status filter

Select which order statuses to include. Use this to focus on specific problem areas:

• On Hold — orders that have been paused and need review
• In Progress — orders that have been in processing for too long
• Payment Requested — orders awaiting payment confirmation

Shipping method

Filter to a specific carrier or delivery method to focus on issues with a particular service.

Delivery type

• All — show all order types
• Collection only — focus on orders being collected in store
• Delivery only — focus on orders being shipped

Overdue threshold (days)

Set how many days an order must have been in its current status before it appears in the report. The default is 3 days. Adjust this based on your typical processing time:

• Use 1 day for same-day or next-day operations
• Use 3–5 days for standard processing windows
• Use 7+ days to focus only on significantly overdue orders

Taking action

When you identify an order needing attention:

1. Click the Order ID to open the full order details
2. Review the order history and any existing notes to understand why it is delayed
3. Take the appropriate action:
   • Resolve a stock issue preventing dispatch
   • Contact the customer if additional information is needed
   • Update the order status to reflect its current state
   • Add a note documenting what action was taken

Dashboard integration

A version of the Orders Needing Attention list also appears on your admin portal dashboard. This gives you an at-a-glance view of urgent orders without needing to navigate to the full report.

Exporting data

1. Apply your desired filters
2. Click Export CSV or Export Excel
3. Save the file to your computer

Export includes:

• Order ID
• Customer name and email
• Order date
• Order status
• Age in days
• Item count
• Order total
• Shipping method
• Last note

Using insights

Reduce on-hold order backlogs

If your On Hold order count is growing, investigate the most common reasons orders are being placed on hold. Recurring causes (e.g. a particular product that frequently goes out of stock) may warrant a systemic fix rather than handling each order individually.

Monitor customer communication

The "Last note" column can help you see whether customers have been contacted about their delayed orders. If notes are absent on old orders, ensure your team is proactively communicating with affected customers.

Next steps

• Review the Order Fulfillment report for an operational overview
• Process orders to learn how to update order statuses
• Fulfil orders to complete open orders