hi-frontend/docs/admin/commerce/orders.md

Order Management

The Order Management module processes user purchase orders, which is the core of system revenue and business processes.

Overview

Order List

View and manage all orders:

• Order Number: Unique order identifier
• User Info: Buyer name and email
• Product Info: Purchased product name and specs
• Amount: Paid amount and original price
• Payment Method: Alipay/WeChat/Crypto, etc.
• Status: Pending/Paid/Completed/Canceled/Refunded
• Created: Order creation time
• Paid: Payment completion time

Order Filtering

Quickly find specific orders:

• By Status: Pending/Paid/Completed, etc.
• By Date Range: Today/This week/This month/Custom
• By Payment: Filter by payment channel
• By User: View specific user's orders
• By Product: View specific product sales
• By Amount: Filter by order amount range

Create Order

Manually create order for user:

Select User

• Search existing user
• Or create new user
• Fill in user basic info

Select Product

• Choose package from product list
• Set purchase quantity
• View price details

Discount Settings

• Apply coupons
• Manual discount
• Balance deduction
• Points deduction

Order Notes

• Add order notes
• Mark special orders
• Record communications

Order Details

View complete order information:

Basic Info

• Order number and creation time
• User info and contact
• Product details and specs
• Order amount breakdown

Payment Info

• Payment method and transaction number
• Payment time and status
• Third-party platform order number
• Payment proof (if any)

Order Status

• Current order status
• Status change history
• Operation log records

After-sales Info

• Refund request records
• Customer service communications
• Issue resolution progress

Order Operations

Order Review

Review pending orders:

• Auto Review: Online payment auto-complete
• Manual Review: Bank transfer needs confirmation
• Approve: Activate service and notify user
• Reject: Reject order with reason

Order Processing

Process paid orders:

• Auto Activation: Auto-activate after payment
• Manual Activation: Admin manually activates
• Delayed Activation: Set future activation time
• Batch Processing: Process multiple orders

Order Cancellation

Cancel unpaid or abnormal orders:

• User Cancel: User actively cancels
• Timeout Cancel: Not paid within time limit
• Admin Cancel: Admin manually cancels
• System Cancel: Auto-cancel on anomaly detection

Order Refund

Process refund requests:

Refund Review

• Review refund reason
• Evaluate refund validity
• Decide whether to approve

Refund Processing

• Full Refund: Return full order amount
• Partial Refund: Return partial amount
• Refund to Balance: Refund to user account
• Original Return: Refund to original payment method

Post-refund

• Revoke activated services
• Update user account status
• Record refund reason and result

Payment Management

Payment Methods

Support multiple payment channels:

• Alipay: QR code/Face-to-face payment
• WeChat Pay: QR code/H5 payment
• Cryptocurrency: USDT/BTC, etc.
• Bank Transfer: Offline transfer
• Balance Payment: Use account balance

Payment Config

Configure payment channel parameters:

• Merchant Info: Merchant ID/Key
• Payment Callback: Async notification URL
• Payment Limits: Min/Max payment amount
• Transaction Fees: Fee rate and bearer

Payment Callback

Handle payment platform callbacks:

• Verify Signature: Verify callback data authenticity
• Update Status: Update order payment status
• Activate Service: Auto-activate purchased service
• Send Notification: Notify user of successful payment

Order Statistics

Sales Statistics

Analyze order sales data:

• Order Count: Total orders and growth trend
• Order Amount: Total sales and average order value
• Conversion Rate: Order conversion analysis
• Repurchase Rate: User repurchase situation

Payment Statistics

Analyze payment method usage:

• Payment Method Share: Alipay/WeChat share
• Payment Success Rate: Success rate per channel
• Payment Duration: Time from order to payment

Product Statistics

Analyze product sales:

• Best Sellers: Top-selling products
• Revenue Contribution: Revenue share per product
• Stock Alert: Low-stock products

Order Export

Export order data for analysis:

Export Options

• Export Format: Excel/CSV/PDF
• Export Range: All/Filtered results
• Export Fields: Custom export fields
• Data Masking: Mask sensitive information

Export Purposes

• Financial Reconciliation: Verify revenue data
• Data Analysis: Conduct business analysis
• Report Generation: Generate sales reports
• Backup Archive: Data backup and archive

Abnormal Order Handling

Anomaly Types

• Duplicate Payment: Same order paid multiple times
• Payment Not Received: Paid but system didn't receive
• Amount Mismatch: Payment amount differs from order
• Malicious Orders: Fraud or fake orders

Handling Process

1. Identify Anomaly: System auto-marks or manual detection
2. Investigate: Check payment records and logs
3. Contact User: Communicate to confirm situation
4. Resolution: Refund/Resend/Manual handling
5. Record: Document process and result

Order Security

Risk Control

• Identity Verification: Require user verification
• Payment Limits: Set per-transaction limits
• Anomaly Detection: Detect abnormal payment behavior
• Blacklist: Block malicious users

Anti-fraud

• Rate Limiting: Limit order frequency
• IP Detection: Detect abnormal IP behavior
• Device Fingerprint: Identify duplicate devices
• Manual Review: Review suspicious orders

Best Practices

• Process pending orders promptly
• Ensure payment callback stability
• Regularly reconcile financial data
• Respond quickly to refund requests
• Maintain complete operation logs
• Analyze order data to optimize operations

Troubleshooting

Payment Successful But Not Received

Steps:

1. Check payment platform order status
2. Review payment callback logs
3. Manually trigger callback processing
4. Contact payment platform support

Cannot Cancel Order

Possible reasons:

1. Order already paid
2. Service already activated
3. Insufficient system permissions

Refund Failed

Check:

1. Is refund API configured correctly
2. Is account balance sufficient
3. Is refund info complete
4. Has refund deadline passed

Next Steps

• Coupon Management - Create promotions
• User Management - Manage user accounts
• Financial Statistics - View transaction details