Overview
The order drawer shows all key information about a specific order in one place.
You can view the order status, timeline, products, customer details and take the actions available for that specific order.
How to open the order drawer
You can open the order drawer from the Orders page in the Kustom Portal.
To open the order drawer:
Log in to the Kustom Portal.
Select Orders in the menu.
Press an order to open the order drawer.
You can also open the order drawer in a separate window:
Hold Command (Mac) or Ctrl (Windows) or use middle mouse click when clicking an order.
This opens the order drawer in a new window which can be used for opening multiple orders at the same time.
If you click directly on the following fields, they will be copied to your clipboard:
Merchant reference 1
Merchant reference 2
Order ID
MID
What you can see in the order drawer
The top of the order drawer shows the main details of the order.
This information includes the following:
Order status such as authorized, captured, partially captured, refunded, cancelled, expired or disputed.
When the order was authorized (created).
When the authorization expires.
Kustom's order-ID.
Merchant reference 1 and merchant reference 2, these are your internal references.
Payment breakdown
The payment breakdown summarises the money flow on the order: authorized amount, captured, refunded and remaining. Refunds are shown as negative amounts and rows that do not apply to the order show a dash.
If the order has a dispute, a Dispute refunded row shows the amount that has been refunded to the shopper as a result of the dispute, so you can tell dispute refunds apart from refunds you made yourself.
Actions available in the order drawer
In the order drawer you are also able to take actions on an order.
The actions you see depend on the status of the order and include the following:
Capture, which is available for orders that have not been captured yet or partially captured orders. When a capture happens the customer will be charged and you will be paid for the order in accordance with your payout schedule.
Refund, which is available for orders that have already been captured. This refunds the order to the customer and the order will then be charged from your next payout.
Cancel, available for orders that have not been captured yet. This action cancels the order and refunds the customer if a charge has taken place.
Extend authorization. This extends the authorization time on the order and allows you more time before capture is needed. This function is only available for Klarna orders.
Duplicate order, which is used to create a new duplicate order in the Kustom Portal. See Duplicating orders.
Timeline tab
The timeline gives you a complete history of everything that has happened to the order.
Each event shows the following:
The date and time
What happened (for example: authorized, captured, refunded, expired)
The amount involved
The action's origin
The origin information helps you understand where the action happened.
If it was done through your system via API, the timeline will display API.
If it was done manually in the Portal, the timeline will show the email address of the user who performed the action.
Capture information
For captured or partially captured orders, you will see:
The amount captured
The remaining amount
Captured by who
All purchased products inc shipping cost (if provided)
A View logs button that opens the developer logs for that event
Any settlements connected to a capture
If the captured amount has already been included in a payout, you will see a settlement ID. You can click the settlement ID to go directly to the Settlements tab. If the system has not yet generated a settlement for that capture, no settlement information will appear.
Expired orders
If an order expires before anything was captured, the timeline shows an Expired event explaining that captures are no longer possible on this order. If you still want to charge the customer, press the Duplicate order link in the event to create a new order with the same details and send the customer a new payment link. See Duplicating orders.
Refund information
Refund entries include:
The refunded amount
Remaining amount
The specific products refunded
Refunded by who
The acquirer reference number (ARN) for card refunds, shown in the header of the refund card. Click it to copy. The ARN is what the shopper's bank uses to trace the refund, so this is the number to give a customer who says a refund has not arrived.
A View logs button that opens the developer logs for that event
If multiple refunds have been made, you will see each refund listed separately.
Dispute information
If an order has been disputed, the timeline will show all dispute-related events, giving you a clear record of what has happened without needing to switch between the Orders and Disputes pages.
Dispute timeline events
The following dispute events can appear in the order timeline:
Dispute opened
A dispute has been raised on this order.
Dispute updated
The dispute details have changed.
Dispute evidence submitted
You have submitted evidence in response to the dispute.
Dispute amount updated
The disputed amount has been adjusted.
Dispute won
The dispute was resolved in your favor. Any held funds and fees are returned.
Dispute lost
The dispute was resolved in the customer's favor. The disputed amount and any applicable fees are deducted.
Dispute partially lost
The dispute was partially resolved in the customer's favor.
Each event appears as a separate entry in the timeline with date and time.
These dispute timeline events are not retroactive. They will only appear for disputes and dispute updates created 2025-12-18 and onwards.
Dispute details
When you open the dispute, you will see the following information:
The dispute reason
The reason code
The disputed amount
A View logs button that opens the developer logs for that event
The dispute ID
You can press the dispute ID or the dispute status to go directly to the dispute in the Disputes tab.
Packing slip
On captured and partially captured orders you will see an option to print a packing slip. Pressing the option allows you to download the packing slip in PDF format. Packing slips use your active packing slip theme, see Styling.
Details tab
The details tab shows the full breakdown of the order and the items included in the purchase. This is also where you can edit the order if needed.
The information includes the following:
Product names
Product references
Product type (for example: physical good, shipping fee, discount)
Quantity
Unit price
Discount, shown as a separate column on order lines that have a discount applied, so the difference between unit price and amount is visible
Tax
Amount
If you send product images through the API, they will be displayed here.
By clicking the pen icon you can edit an order.
The following fields are available for editing:
Merchant reference 1
Merchant reference 2
Order lines
Discount lines
Editing is available only when the order is authorized or partially captured.
You cannot edit an order that is captured, cancelled, or expired.
Customer tab
The customer tab shows all information related to your shopper.
The information available is:
Shipping information
Street address
City
Postal code
Country
Billing information
Customer information
Customer name
Email address
Phone number
At the bottom, you will see the payment method used, such as Klarna or Mastercard.
You can click the pen icon to edit customer information. Make sure to save your changes when you are done.
Exporting orders
From the Orders list you can select orders and export them. An export can include at most 25 selected orders at a time. For larger exports, use Order reports instead.