Viewing and Managing Orders
What This Page Does
Orders shows every purchase from your shop, online or rung up in person. Open one to see what they ordered, when they are collecting, the customer’s details and everything that has happened to it.
Custom order requests have their own tab at the top, Custom Orders. See Custom Orders: Handling Special Requests.
Order Statuses
- Pending payment — they started checkout but haven’t paid. Don’t make it yet.
- Processing — paid! This is your to-do list. A processing order is locked, so the items and total can’t be changed.
- Completed — you have handed it over. Marking it complete emails the customer.
- Failed — the payment didn’t go through. Give it an hour: some fix themselves once the bank catches up. Never switch a failed order to Processing yourself.
- Refunded / Cancelled — money returned, or an order nobody paid for.
Working an Order
- Open the order from Orders.
- Check What they ordered, the pickup or delivery date, and any Note at checkout.
- Make it, pack it, then change Order status to Completed when it is in their hands.
Use Add a note to keep a private reminder, or choose Send to the customer to email them.
Moving a Pickup to Another Day
On the pickup or delivery card, press Change the date, pick the new date and an optional time window, and leave the email box ticked. The customer gets the new details and an updated calendar invite. Only that one order moves.
Refunds
Scroll to Refunds and press Refund this order. It refunds the whole order to the card they paid with and puts the stock back. No approval needed.
Check your Stripe balance first — The refund comes out of your Stripe balance. If your balance can’t cover it, the refund won’t go through and nothing changes. Keeping a little money in Stripe means a refund always works when you need it.
Fixing a Paid Order
Because a processing order is locked, you have two clean options: refund it and build the corrected one in Add New Order, or have the customer place a second order for the extra items.
Adding an Order Yourself
Add New Order (under Orders in your sidebar) builds an order for a customer: phone orders, walk-ups, a regular who texted you. Add the products and the customer, then either leave it Pending payment and email them the payment link, or mark it Completed if you have already been paid and just want the sale on your books. Maker and Bloom.
Making a Lot at Once?
Prep & Pack adds up every open order into one list of what to make for each pickup day, then gives you a packing ticket for each customer.
