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).