Tracking your orders
Reading an order's statuses, confirming a bank transfer, preparing and dispatching, refunding, and the emails sent at each stage.
The Orders tab lists every order placed on your site, with a search box and a filter by status. Click an order to open its details: the items, the buyer's contact details, the delivery address, the payment, and the history of everything that has happened to it (by you, by Stripe, or by the system).
Two statuses per order
| Payment | What it means |
|---|---|
| Awaiting payment | Order placed by bank transfer, not yet received; or card payment in progress. |
| Paid | The money has been collected: stock has been deducted and the buyer has received their confirmation. |
| Payment failed | The card was declined: nothing is owed and nothing has been deducted. |
| Cancelled | Order cancelled before payment. |
| Refunded | Order refunded: stock has been restored. |
A second axis tracks delivery: “To prepare”, “In preparation”, “Dispatched”, “Delivered” (or “collected” for collection in person).
What you can do
- Transfer received: mark as paid: for an order paid by bank transfer, as soon as the money is in your account. Stock is deducted and the buyer receives their confirmation.
- Cancel order: possible as long as it is still awaiting payment.
- Start preparation, Mark as dispatched, Mark as delivered or Mark as collected: the logistics tracking, also visible to the buyer in their customer area. Cancel dispatch takes you back a step.
- Refund: for an order paid by card, the full refund is issued via Stripe. This is final. For a bank transfer, Mark as refunded records the refund you make yourself.
- If the order has changed status in the meantime (a payment arriving while you were cancelling it, for example), the action is refused: reload the order details.
The emails sent
- Order paid: the buyer receives “Order confirmation” with the summary and the address; you receive “New order” with the amount, at your account's email address. If stock was insufficient, the subject line says so.
- Order by bank transfer: the buyer receives your bank details and the reference to quote in the payment description; you receive “Order awaiting bank transfer”.
- At the foot of every email to the buyer are your contact email address and your legal identity.