Find and fulfil orders

Every sale becomes an order. Sales › Orders lists every order in your workspace; each store's own Orders tab lists that store's orders only. Both are built for a packing session: who bought, how much, whether the money arrived, and whether the parcel has gone out.

Before you start

• At least one order. The list says "No orders yet. They appear here the moment someone buys." until then.

Steps: find an order

1. Open Sales › Orders, or open a store and stay on its Orders tab.
2. Type a name or email address into Search customer.
3. To see only the orders still to do, choose Not sent in the filter that reads All orders. The other choices are Packed, Shipped, Delivered and Cancelled.
4. Click the customer's name to open the order.

Each row shows Placed, Customer, Total, Payment and Fulfilment. The Payment column is the money: Paid, Pending (a bank debit that has not settled), Failed, Refunded, Cancelled (a subscription that ended) or disputed. The Fulfilment column is the parcel: Not sent, Packed, Shipped, Delivered or Cancelled.

Steps: fulfil an order

1. Open the order. On the left, Items lists what was bought, the quantity and the price, with any discount, shipping and tax. An order bump is marked "bump".
2. On the right, check Customer and Ship to. A digital order says "No delivery address — nothing to post."
3. Under Fulfilment, set Status to Packed or Shipped.
4. When it has gone out, fill in Carrier (for example Royal Mail), Tracking number and Tracking link.
5. Press Save. The dates the order was shipped and delivered appear under the button, written by the app.

For a quick packing session you do not need to open each order. In the list, the three-dot menu (…) on a paid order offers Mark packed and Mark shipped.

What happens next

• Marking an order Shipped emails the buyer an Order shipped message with the tracking details and a link to their account. Correcting the tracking number on an order that is already shipped does not send it again.
• Setting the status to Cancelled emails the buyer an Order cancelled message. It does not refund the money; see Refunds and disputes. Refunding the whole payment in Stripe sends the same email, and a buyer who has already had it is not sent it again.
• Marking an order Delivered sends nothing.
• The buyer can check the order, its status and the tracking at any time in their customer account.
• You can change the wording of these emails under Marketing › Email › System emails.

For agencies

Orders belong to each client. Open the client with Sub-accounts › Open to see and fulfil their orders.

For clients of an agency

The emails your buyers get carry your logo and your business name, and link to your own site.

Troubleshooting

I can't mark an order packed or shipped. Only paid orders can be fulfilled. A Pending order has not been paid yet, and the app says which state it is in. Wait until the bank debit settles.

Mark packed and Mark shipped are missing from the menu. They appear only on paid orders that are still to be sent. Open the order to change anything else.

The list says "No orders match that." Your search or the fulfilment filter is hiding them. Clear the search box and set the filter back to All orders.

The buyer says they never got the shipped email. Check that the contact has the right email address. The email is only sent when the status moves into Shipped; if you set it to Shipped before and are only changing the tracking now, it is not sent again.

An order shows no line items. The order says "No line items were recorded for this order." Check the payment in your Stripe dashboard, which holds the full record.

Related

• How checkout works
• Refunds and disputes
• Receipts, invoices and tax
• Set up delivery zones and rates