Receiving & managing orders

Your orders dashboard lives at Manage → Orders for your business. It lists your most recent orders and, along the top, a quick KPI band showing today's revenue, revenue over the last 7 days, and the number of unfulfilled (paid) orders waiting to be sent.

The orders list

You can filter the list by status using the tabs/links: Awaiting approval, Paid, Fulfilled, Pending, Cancelled, Refunded and Partially refunded. Select any order to open its detail page, where you'll see the line items, the full status timeline, and the action panels relevant to that order's current state.

Order statuses

• Pending — checkout started but not yet completed.
• Awaiting approval — the card has been held but not charged. This only happens when manual approval is switched on (see below).
• Paid — payment captured. The order is ready to fulfil.
• Fulfilled — you've marked it shipped.
• Cancelled — the order was declined, retracted or expired; no money moved.
• Refunded / Partially refunded — money has been returned to the buyer.

Approving or declining a request

If manual order approval is on, new orders arrive as Awaiting approval with a card hold rather than an immediate charge. On the order detail page you can:

1. Approve — captures the held funds, moves the order to Paid, and emails the buyer.
2. Decline — releases the hold (no money moves), moves the order to Cancelled, and emails the buyer. You can add an optional reason.

Tip: Stripe card holds expire after about 7 days. If a hold expires before you approve, the order auto-cancels and you'll need to ask the customer to order again.

Marking an order shipped

On a Paid order, use the Mark shipped panel:

1. Choose the carrier (Royal Mail, DPD, Evri, ParcelForce, UPS, FedEx, or Other). Your default carrier pre-fills this.
2. Enter the tracking number (and a tracking URL if you have one).
3. Submit.

The order moves to Fulfilled and the buyer is emailed the tracking details. For the major carriers we build the tracking link automatically from the number, so you usually don't need to paste a URL. You can update tracking later — the buyer is re-emailed only if something actually changed.

Refunds

On a Paid or Partially refunded order, open the Refund panel:

1. Leave the amount blank for a full refund, or enter an amount in pence for a partial refund.
2. Add an optional reason.

The refund is issued through Stripe; the platform fee is returned too. Stripe confirms by webhook, and the buyer is emailed once it lands — so the status may take a moment to update.

Invoices

Every order past the Pending stage has a branded sales-invoice PDF you can download from its detail page for your bookkeeping. It's the same invoice the buyer receives.