Custom Orders

Last modified January 10, 2019

This article applies to Contextual Commerce. (Looking for Classic Commerce documentation?)

The Custom Orders feature lets you create a pre-populated shopping cart for a specific customer, and provides a link you can email to the customer. Each custom order can contain any number of products, and pricing can be overridden or coupons can be applied. You can also pass custom order tags (e.g., for inclusion in webhooks or API responses) and override the customer's default country and currency using custom orders.

Creating a Custom Order

Tutorial Video

Check out our tutorial video on how to make use of custom orders:   How to Take Advantage of Custom Orders.

To create a custom order, select the Activity menu of the Dashboard, and then select the Orders tab. Click the link for the Custom Orders page, on the left-hand side.

Clicking CREATE CUSTOM ORDER opens the Create Custom Order popup dialog.

Example of the Create Custom Order popup dialog

  • Title - This field is for internal use; enter a name that will allow you to identify the specific custom order.
  • Products in the Order - Select this field and begin typing the name of the first product to be included in the order. You can then click to choose the desired product from the drop-down list that appears, and optionally specify the Quantity to be included in the order.  Additional products can be added to the order in the same way. Once a product has been selected, you can optionally choose to override the product's normal price by selecting the Override unit price check box and entering the desired price in the applicable currency. 

    Example of overriding the unit price of a specific product
  • Assign Coupon to the Order - If desired, an existing coupon can be applied to the order. Enter the coupon code (not the coupon path / ID).
  • Tags - Optionally, enter custom order tags as key / value pairings. These will be stored as part of the order record and returned in optional wehbook events (e.g. order.completed) and API responses.


    The sum of the number of characters entered into the Key and the Value fields must not exceed approximately 4,000 characters.
  • Customer Information - The customer's First Name, Last Name and E-mail address are all required fields when creating a custom order. You can optionally provide the customer's Phone Number and Company. You can also select a specific Customer Country and Order Currency if desired; otherwise, the Storefront's default currency will be used.


    If you enter the email address of a customer that already has a FastSpring account with you, the First Name, Last Name and Company (if any) that you enter for the custom order will overwrite / update the existing customer account record.

Once the information is complete, click ADD and the newly created custom order will appear in a list under custom orders.

Example of the Customer Orders page of the Orders tab under the Activity menu, after successfully creating a new custom order

Creating a Custom Order from an Existing Order

Sometimes you might want to create a custom order using an existing order as the basis for the customer info, cart contents, country, currency, etc.  There are two ways to begin this process.

Method 1

On the Custom Orders page, click CREATE FROM EXISTING ORDER, you will be prompted to enter the order reference or the order ID of the transaction you want to duplicate as a custom order.

The Create from Existing Order dialog

Simply enter either value (the order reference is the customer-facing value shown on the completion page, email receipts and invoices) and click COPY ORDER.

Method 2

When viewing the details of an existing order record (including a failed or declined order), click OPTIONS and then select Copy to New Custom Order.

The OPTIONS menu of an order detail page

Reviewing and Saving the New Custom Order

Regardless of whether you use Method 1 or Method 2 above, a new custom order will be set up with the details pre-filled.  The original order ID and order reference will be displayed, and the name will reflect that this new custom order was created from the original order reference:

Example of creating a custom order based on an existing order

You can modify the order details as needed. For specific field guidance, see Creating a Custom Order above. When you are ready, click ADD to complete creation of the new custom order.  Then, provide the custom order URL to the customer (as explained in the next section of this article).


If you started from the order details page of an existing order record, after creating the custom order you will need to navigate to Activity → Orders → Custom Orders to obtain the URL.

Providing the Customer with a Link to the Custom Order

For any custom order that is currently Enabled - meaning the order has not yet been processed and has not been disabled - you can click the gray URL field to obtain the custom order's complete URL, which can then be provided to the customer as a link.

Once a customer has completed a custom order successfully, the gray URL field will be replaced by a blue badge with the completed transaction's order reference, and a blue Completed badge will also appear to help you identify that the order is complete.

Example of a completed custom order

Disabling and Deleting Custom Orders

If you need to temporarily disable an enabled custom order, click the drop-down next to Enabled and select Switch to Disabled. The URL for a custom order that has been disabled will not work to load the custom order. Instead, a customer attempting to use the URL for a disabled custom order will be redirected to the homepage of your default Web Storefront with no cart items selected and no personal information applied to the session. You can re-enable a disabled custom order by clicking the Disabled badge and selecting Switch to Enabled.

You can also click the DELETE command to permanently delete a custom order; any associated transaction that has previously been processed will not be affected. Unlike a disabled custom order, a deleted custom order cannot be re-enabled.

Filtering the List of Custom Orders

At the top left-hand corner of the Custom Orders page there is a filter that allows you to control which types of custom orders are displayed on the page. Simply click the drop-down next to the selector and choose an option; the page contents will automatically refresh to include orders of the selected type.

Option Description
Enabled Shows all custom orders with the green Enabled badge; these are awaiting completion by their corresponding customers
Disabled Shows only custom orders that have been manually disabled via the Dashboard
Completed Shows only custom orders that have been completed successfully by their corresponding customers
All Shows all custom orders regardless of whether they are enabled, disabled or completed