Handling orders
Order lifecycle
Pending Payment → Paid → Shipped → Delivered → (or Refunded / Cancelled)When a new order comes in
See the new order
New orders appear under Sell → Orders and in your notifications (the bell in the dashboard), which are also emailed to you.
Open the order
Click any row to see items, customer, address, and payment.
Pack the items
Get the items ready for delivery or pickup.
Mark Shipped
Click Mark Shipped on the order page. Optionally add a tracking number or delivery person.
Mark Delivered
When the delivery is confirmed, the order becomes Delivered. (Your share of an online payment already went to your payout account at checkout.)
Refunds
From the order detail page, click Refund. You can:
- Refund all or part of the order.
- Choose which items to return to stock.
- Select which payment to refund (if there were multiple).
The customer is refunded via the original payment method. Refunds typically settle within 1–3 business days.
Cancellations
Use Refund and Cancel for full cancellations. This refunds the customer and restocks the items in one step.
You can’t cancel an order that’s already been Delivered. Use a refund instead.
Customer messages
Use the order’s Notes section. Notes marked customer-visible are emailed to the customer; private notes stay internal.
Investigating a problem order
| Issue | Where to look |
|---|---|
| Customer says payment didn’t go through | Order page → Payment details |
| Wrong shipping address | Order page → Customer |
| Items missing | Order page → Order history |
| Refund not received | Order page → Payment details to confirm the refund was settled; Paystack takes it from there |