Handling orders
Order lifecycle
Pending Payment → Paid → Shipped → Delivered → (or Refunded / Cancelled)When a new order comes in
See the new order
The Orders sidebar item shows new orders with a badge count. You’ll also receive an email notification.
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 customer confirms receipt (or after delivery confirmation), the order becomes Delivered. Funds settle to your wallet shortly after.
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 detail → Payment Details tab |
| Wrong shipping address | Order detail → Customer tab |
| Items missing | Order detail → Order History timeline |
| Refund not received | Money → Wallet Transactions to confirm refund was processed |