Managing Orders & Customers

The order lifecycle

Every order moves through these states:

Pending — Customer placed the order, payment not yet captured.
Paid — Payment confirmed.
Fulfilling — You've started preparing it (label printed, package sealed).
Shipped — Tracking number entered.
Completed — Delivered.

Cancelled or refunded orders move to their respective states.

Process a new order

Go to Orders. New orders are highlighted.
Click an order to open it.
Verify customer info, address, and items.
Click Capture payment if it's not auto-captured (depends on your payment provider).
Click Create fulfillment → choose items + shipping method → enter tracking number when you ship.

The customer receives email notifications at each step (unless you've disabled them in Settings → Notifications).

Returns and exchanges

Open the order, click Request return:

Select items being returned and reasons.
Optionally restock to inventory.
Issue refund (full or partial) once items are received.

For exchanges, create the return first, then a new order for the replacement items.

Customers

The Customers section lists everyone who's ordered or registered. Click any customer to see:

Order history
Lifetime value
Default address
Notes (internal only)

You can manually create a customer, edit their addresses, or merge duplicates.

Manual orders (POS-style)

Click Orders → Create draft order to build an order by hand — useful for phone orders, B2B quotes, or fixing checkout issues. You can save as a draft and email a payment link to the customer.

Refunds

From an order, click Refund. Choose amount and reason. The refund hits the customer's original payment method (usually within 5–10 business days for cards).