Managing orders

Every order your customers place appears in Orders, newest first. You get an alert on the bell, and Home shows how many are waiting for you.

The life of an order

1. New — the order has just been placed. Check it, then press Confirm order.
2. Confirmed — you've accepted it and are getting it ready.
3. Shipped — it's on its way. When you mark an order shipped you can add the carrier and tracking number, and the customer sees them.
4. Delivered — the customer has it.

An order can be cancelled at any point before it is delivered. Cancelling puts its stock back. Delivered and Cancelled are final.

The customer gets a confirmation email when they order and an update each time its status changes, and can follow it on their order page.

Inside an order

• Items, prices, delivery, discounts and the total, exactly as the customer was charged.
• The customer's contact details and delivery address, and any note they left.
• An internal note for your team. Customers never see it.
• A timeline of everything that has happened to the order, and who did it.
• Print, for an invoice or a paper copy to pack from.
• Resend confirmation, if the customer says the email never arrived.

Cash on delivery

A cash order shows how much to collect. It is marked paid once it is delivered, or you can mark the payment collected yourself. An unpaid order has nothing to refund — if the customer changes their mind, cancel it.

Collection orders

An order the customer will collect skips delivery. Mark it ready for collection when it is prepared — the customer is told — and collected once they have it.

Working through a lot of orders

• Filter by status, by customer name or phone, and by date.
• Tick several orders, choose a status under "Move to…" and press Apply to update them together.
• Export CSV downloads the orders you are looking at, for your accounts or a spreadsheet.