Order Comments

About the Extension

Comments on orders, after the fact

Shopware's own order-comment support stops at checkout: customers can fill in one field once, and after that only Administration can read or change it. There is no way to follow up — a question, an addition, a note about the delivery address. This extension closes that gap with a structured comment history per order that customers can keep adding to, and that the team replies to directly in Administration.

What customers see

• The account order detail page shows the full conversation — customer entries and team replies, each with its own timestamp — instead of just an input field
• Both registered customers and guests (via the order's deep link) can add comments; an ownership check makes sure everyone only ever touches their own order
• The form is captcha-protected and respects the order's state: once an order is cancelled or otherwise no longer eligible, only the input field disappears — the existing history stays visible
• After submitting, the customer lands back exactly where they were, with that order automatically expanded so the new comment is immediately visible

Notifications via Flow Builder

There is no hardcoded mail sending — instead, two dedicated Flow Builder triggers, one per direction: one fires when a customer adds a comment, the other when the team replies in Administration. Three ready-to-use mail templates ship with the extension and can be picked straight away in a "Send mail" flow action. Building the actual flow (recipient, conditions, template choice) stays up to each shop, as usual.

Inside Administration

• A dedicated communication card on the order detail page shows the full history
• Team members can reply directly from there
• The order list gets its own indicator icon next to Shopware's native comment icons whenever an order has at least one entry, with a tooltip preview
• A dedicated permission group with "View" and "Edit" roles controls access separately from the rest of the order permissions

Per sales channel

Under Settings → Extensions, the feature can be switched on or off per sales channel, and capped to the highest order state (open, in progress, completed) that still accepts a new comment — cancelled orders are always excluded.