Orders and fulfillment

Order statuses#

Orders move only along valid paths: a shipped order cannot go back to pending, a cancelled order cannot be shipped.

Payment status#

Payment is tracked next to the order status: unpaid, paid, partially refunded, refunded. Card payments are confirmed by the provider; bank transfers by staff from the "pending transfer notices" list; cash on delivery from the carrier's collection report.

From order to shipment#

1. Check the order, the address and the notes.
2. Create the shipment; the label and tracking number come back from the carrier (see Shipping).
3. Print the label, one by one or all of today's in one PDF.
4. The customer is notified of every status change by email, and by SMS or WhatsApp if you enabled them and the customer consented.

The customer can follow the order on the "where is my order" page linked from the emails.

Guest orders#

Customers do not need an account to buy; an email address is enough. After the order they can turn it into an account with one click.

Manual orders and edits#

Staff can create an order on behalf of a customer (a phone order, for example), build the cart for them and send a payment link. An existing order can be edited before shipping: add or remove items, change the address; the difference is charged or refunded.

Notes, tags and internal comments#

Every order has a timeline of what happened, internal comments and tags for your own workflow.

Risk#

A risk score flags orders with signals such as repeated refused deliveries or unusual speed. High-risk orders can be held for review, and cash on delivery can be hidden from them at the checkout.