When a customer buys something from your shop and pays, the order waits for you. The Orders tab on the Money screen is where you pack it, send it, add the tracking and, if you have to, cancel it and send the money back.
Where to Find This
Open Money in your console and choose the Orders tab. While any paid order is waiting, the figure To send at the head of the screen counts them, with a note such as "Paid orders not sent yet". See The Money Screen.
An order that is waiting also appears in Needs you as "Sam's order is waiting to be sent", with a Mark as sent button. See Needs You. An order paid for this week is also listed on the Payments tab, where it is called Store order. Pressing it opens the order on the Orders tab.
The Orders tab is a card headed Not in your plan yet that says "Orders is part of a higher plan." with a See plans button. It opens the Your plan sheet. A role that cannot open that sheet is told "Orders is not in your plan. Ask an administrator about the plan." See Managing Your Subscription.
To add the products people buy, see Setting Up Your Merch Store.
The List
Three choices at the top pick the list:
- To send: orders that are paid for and not yet sent. That includes an order waiting on stock and an order you have packed but not sent.
- Sent: orders that have been sent, whether or not they have arrived.
- All: every order.
The tab opens on To send when anything is waiting and on All when nothing is. On a laptop it also arrives with the first order of the list already open in a pane beside it. Close the pane and it stays closed, and choosing another of the three choices opens the first order of that list. A phone opens nothing by itself. An empty list says Nothing is waiting to be sent., Nothing has been sent yet. or No orders yet.
Orders are listed newest first, twenty at a time, with Previous, a line such as 21 to 40 of 45 and Next under them when there is more than one page. This tab has a search box of its own, which says "Search orders by name, email or tracking number". It looks through all your orders, not only the page you are on, and the line under the list then counts the matches. When none match it says No order matches your words. The search at the top of the screen does not narrow this list.
On a laptop each row shows, from the left, the day the order was placed, such as "15 Oct"; the order's number as printed on the customer's emails (for example Order #0B9D6C1E) with the customer's name under it; a label; and the total. On a phone the day and the label move to a line under the customer's name.
The list labels only an order that needs you: To send for one that is paid for and not sent yet (that includes one waiting on stock and one you have packed), Awaiting for one not paid for yet, and Failed, Cancelled or Refunded. An order that is being prepared, has been sent or has arrived has no label in the list. An order whose refund did not go through carries a red Refund failed label instead.
Where an Order Stands
When you open an order, its sheet names where it stands in these words.
Opening an Order
Press an order. Its sheet opens in a column beside the list, which stays where it was and marks the order you opened. On a narrower window the sheet opens over the right-hand edge, and on a phone it fills the screen, with Back at its top. The sheet takes the order's number as its title. Under it is a card with the customer's name, "Placed" and the day, its label and a sentence saying what the label means, and below that:
- what was ordered: a row for each line (for example "2 × Kit bag (Large)") with its amount, a Delivery charge row if there was one, and the Total
- a Receipt row, if Stripe has a receipt for the order: Open the receipt opens it in a new tab
- a Send it to row, with the customer's name and address. Their email address and phone number are not shown here
If the order sold more than was in stock, the sheet says "More were sold than were in stock. Check your stock, and tell the customer if it cannot be sent."
A role that can look at orders but not change them sees all of this and the note "You can look at this, but your role cannot change it. Ask an administrator."
Sending an Order
For a role with Change on The shop, the part of the sheet that moves the order along has a heading that asks the question for where the order stands. An order that is cancelled, refunded or still awaiting payment has no buttons to move it along.
Has It Been Sent?
For an order that has not gone out. It has two optional boxes, Tracking number (optional) and Tracking link (optional), then:
- Mark as sent makes the change at once and asks nothing. Under it the sheet says what the customer is told: "The customer is emailed that it has been sent, with the tracking details if you add them." If Veeqo packs the order it says "Veeqo emails the customer when it ships the order, so Bizzly sends nothing." A message at the bottom says Marked as sent.
- Mark as packed, a quiet button under it for an order that is paid or waiting on stock, is for when you pack today and send tomorrow. It says "Packed and ready to send. The customer is not told yet." The order is labelled Packed and stays in To send until you send it.
Has It Arrived?
For an order that has been sent. Mark as delivered changes its label to Delivered. Under it the sheet says "Marking it delivered or changing the tracking sends the customer nothing." If you change either tracking box, a quiet Save tracking button appears. Clear a box and save to remove what was there.
How the Customer Can Track It
For an order that has arrived, only the tracking boxes are left, with Save tracking once you change one. "Changing the tracking sends the customer nothing."
A tracking link must start with http:// or https://. If it does not, the box says so and nothing is saved.
After any of these, the sheet closes, the list reads again, and a message says what changed: Marked as packed, Marked as sent, Marked as delivered or Tracking saved.
Cancelling an Order
If an order is paid, waiting on stock or packed, the foot of its sheet has Need to cancel it? Apart from the other buttons, under a line, are Reason (optional) ("The customer reads this in the email telling them the order is cancelled.") and Cancel this order. It asks first, and what it asks depends on whether a payment is on record:
- With a payment on record: Cancel this order and refund £24.00? It says "£24.00 goes back to the customer through Stripe. They are emailed that it is cancelled, with your reason. This cannot be undone." The words "with your reason" appear only if you typed a reason; without one it says "They are emailed that it is cancelled." Choose Cancel and refund £24.00, or Keep order. The message afterwards reads Order cancelled and the refund is on its way. This cannot be undone.
- With no payment on record: Cancel this order? It says nothing was paid through Stripe, so there is nothing to refund, and that the customer is emailed that it is cancelled (with your reason, if you typed one). Choose Cancel order, or Keep order. The message reads Order cancelled. This cannot be undone.
If Veeqo packs the order, the question adds "The Veeqo order is cancelled too, so the warehouse will not send it."
If the refund cannot be made, what happens depends on the warehouse:
- Veeqo has not released the order. This is the case when Veeqo does not pack the order, or when Veeqo could not cancel it either. The cancel is stopped and the order stays exactly as it was. The sheet shows the reason in red. You can try again.
- Veeqo has already released the order. The warehouse will not ship it, so the order is cancelled all the same. It carries the Refund failed label, the sheet says in red "Order cancelled and the warehouse released it, but the refund failed. Issue it from the Stripe dashboard.", and the order says "The refund did not go through. Refund this order from your Stripe account." Refund it from All payments: on the Payments tab, press Every payment, in Stripe.
See Refunding a Payment.
An order that has been sent can no longer be cancelled here. If the customer sends it back, refund the payment in Stripe the same way.
Orders for products Veeqo looks after appear here too. Veeqo does the picking and the shipping label, and the order takes the label and tracking as they come back. See Fulfilling Store Orders with Veeqo.
If Something Goes Wrong
If the list cannot be read, it says Your orders could not be loaded. with a Retry button. If an order cannot be read, the sheet says This order could not be loaded. If someone else has already changed an order while you had it open, the sheet says so and reads it again so you see where it now stands.
Related Articles
- Setting Up Your Merch Store - Products, delivery and tax
- Fulfilling Store Orders with Veeqo - A warehouse tool for stock and labels
- Refunding a Payment - When you need to send money back yourself
- The Money Screen - The screen this tab is on