Use order notes to record internal progress or send a concise order update to the customer. Choose the note's visibility deliberately, because a customer-visible note can be emailed immediately and cannot be recalled by deleting it afterward.
IN THIS ARTICLE
01 Choose the correct audience
Private notes are for store staff and authorised systems. Customer notes are intended for the buyer and can also appear in their account order details. System notes are generated by WooCommerce or extensions for events such as payment responses and stock changes.
02 Add the note
- Open the correct order and confirm the customer and order number.
- Write a clear message containing only the information needed for this order.
- Select Private note for internal coordination or the customer-visible option for an intended customer communication.
- For a customer note, review the recipient and wording before using the send action.
- Confirm the note appears with the expected visibility and review delivery evidence if the customer needs the message urgently.
03 Example: choose the audience before adding an order note
Practise with an authorised test order whose billing email belongs to your test inbox. Check the order number and note visibility before using the relevant add or send action.
| Situation | Note type | Example wording |
|---|---|---|
| A staff member must verify a requested address change. | Private note | Address change requested. Verify the request with the order owner before updating fulfilment details. |
| The authorised address change has actually been completed. | Customer-visible note | The delivery address for this order has been updated as requested. Please review your order details and contact us if anything is incorrect. |
The second message must follow the completed action. Adding a note does not itself edit the address, notify a carrier or update an external fulfilment system. A customer note may trigger an email, so use only the test inbox for this exercise and verify delivery before repeating the workflow with a real order.
What belongs in a private note?
Useful examples include a verified payment reference, an approved address-change decision or a fulfilment handoff. Keep notes factual and concise. Private does not mean suitable for passwords, full card details or unnecessary sensitive personal information; authorised administrators and integrations may still access them.
Can I delete a note to undo an email?
No. Removing the note from the order does not recall a message already sent. If a customer-facing note was incorrect, send an appropriate correction through the store's approved process and retain enough internal context to explain the mistake.
Why did the customer not receive the note?
Verify that the note was actually customer-visible, the order email address is correct and the relevant email type is enabled. Check the mail pipeline and logs separately. A note appearing in the order record does not guarantee inbox delivery.
04 Use notes as an operational record
Record who needs to act next and the relevant non-sensitive reference rather than pasting long logs or whole conversations. For a tracking link, verify the destination and order association before sending. If an integration automatically generates notes, avoid duplicating its messages manually unless a customer needs additional explanation. Review note visibility whenever staff access or custom order interfaces change.