Manage your orders and stock

Every paid order lands on the Orders page in the editor. You also get an email alert at the address you set in Shop settings. If you have not set one, the alerts go to the email address of your ContentMetric account instead, so you never miss an order, a dispute or a failed refund.

The Orders page

Open Orders from the editor menu. The page has two sections: Orders and Stock. If you use lots and best-before dates, it also has Expiring soon and Recall lookup (see Track lots and best-before dates).

The tabs are:

• Unpaid: orders placed with pay on collection or bank transfer that you have not marked as paid yet, oldest first.
• On account: unpaid invoices from trade customers who pay later. It shows what is owed and what is overdue. See Pay on account for trade customers.
• To do: every order still to make, pack or hand over, paid or not. An unpaid pay-at-pickup or bank-transfer order is here as well as under Unpaid, because it still has to be made.
• Done: collected or shipped orders.
• Refunded and cancelled: orders that were refunded, including ones where the refund failed, and unpaid orders you cancelled. A fully refunded order that was never handed over shows Cancelled in the Status column.
• Disputed: orders a buyer has disputed with their bank.
• All: everything, newest first.

The page can show a strip of numbers above the tabs: Today (the orders due today and what they come to, paid or not, with the part not paid yet under it, for example "S$ 15.00 unpaid"), To collect and To ship (the To do tab split in two), and Unpaid (how many and how much is owed). Orders that came in from a marketplace such as Lazada count in To ship but never in the money, and test orders are left out of the money.

Filters

Under the tabs are three filters. They narrow the list and the CSV you export.

• For: the day the order is for. Today shows everything due today, pickups and deliveries together. Tomorrow, This week (Monday to Sunday) or Dates (pick a first and a last day). Click the chosen button again to switch it off. Orders with no date are not in any of these.
• Kind: Pickup, Delivery or Shipping.
• Payment: Any, Paid, Unpaid, or how it was paid: card, PayNow, GrabPay, cash, bank transfer, or pay at pickup. Paid means money you keep: a fully refunded order is not in it, a partly refunded one is.

Clear filters puts everything back. The old Pickup today tab is now For: Today with Kind: Pickup.

Search

Use the search box to find an order by the buyer's name, email or order number. Notes are not searched. The list shows 50 at a time; click Show more for the rest. Click an order to see the buyer (tap the phone number to call, WhatsApp to message them, or the email address to write to them), what they bought, the date they chose (if your shop asks for one), the answers to any questions you asked, any discount code used, the totals, the tax inside them or added to them, and a timeline of what happened. Open the ... menu and choose Print order slip for a page to pack from (see Print an order slip). View in Stripe opens the payment in your Stripe dashboard. In the list, under the Paid or Unpaid label, each order says how it was paid or will be: Card, PayNow, Cash, Bank transfer, Cheque, Pay at pickup or On account.

If the receipt email could not be sent, the order shows Receipt not sent. Fix the setting it points to, then click Resend receipt on the order (on a card order too). The payment itself was never affected.

Unpaid orders

When a buyer picks Pay on collection or Bank transfer or PayNow QR, the order is placed straight away and shows as Unpaid. The items are held for them, and you get an email alert. The buyer gets an "Order placed, payment due" email with the order, how to pay and, for a bank transfer, the time to pay within. Nothing is cancelled automatically when that time passes.

Open the order to see how they chose to pay. A bank-transfer order also shows the time the buyer was asked to pay by. When that time has passed it shows Overdue, and you get one email about it (checked once a day) with a link that opens the order. A pay-at-pickup order has no time to pay by: the buyer pays when they collect, so it never shows Overdue. The stock stays held until you decide. An unpaid order cannot be marked collected or shipped until you mark it paid. If an email did not go out, use Resend email on the order. Then:

• Mark as paid: choose how the money reached you in Received by (cash, PayNow or bank transfer), then confirm. The order then says so next to Payment, for example PayNow, marked as paid, and its timeline says Paid by PayNow. It leaves Unpaid (it stays in To do until it is handed over) and the buyer gets their receipt, which says how they paid. Clicking it twice does nothing extra.
• Cancel order: enter a reason (up to 300 characters). The held items go back into stock and the buyer gets a short cancellation email with the reason. A cancelled order shows as Cancelled and only appears under All.

If you refund an order that was paid by hand, no money moves through Stripe. Return the money yourself; Refund records it and puts the stock back.

The CSV export adds Payment method and Received by columns.

Mark an order collected or shipped

• Pickup order: a pickup goes through three steps: To prepare, then Ready, then Collected. Click Mark as ready when it is set aside; the buyer is emailed "Your order is ready to collect" (see Tell the buyer their order is ready or shipped). Click Mark as collected when they pick it up. Marking it collected sends no email. You can skip Ready and go straight to Mark as collected. An order that is still Unpaid starts with Mark as paid, and a pay-at-pickup order can also be marked ready before it is paid; Mark as collected appears once it is paid.
• Delivery order: click Mark as shipped. For orders sent by post, enter the Carrier and the Tracking number, then confirm. Both are needed. A local delivery area asks for them only if you switched that on for the area (see Pickup, local delivery and shipping).

The order moves to Done and the change is added to its timeline, with who did it and whether the buyer was emailed. A shipped order emails the buyer the carrier and tracking number unless you untick Email the buyer.

If you track lots and best-before dates, an order that is waiting to be packed shows a Pick from block. It lists the lot to take for each item, earliest best-before first, and splits an item across two lots when one runs short. Change lot lets you take a different lot, with a reason. Print pick list opens a page you can print for the packer. Marking the order collected or shipped records those lots on the order and takes the units off the shelf, and the order then shows Lots on this order. A test order gets the same block but no stock moves.

Notes

Each order can carry one note, for things like "no nuts" or "collect Friday instead". Open the order and click Add a note (or Edit). The timeline shows who wrote it and when. The note is only for you and your team: the buyer never sees it, it prints on the order slip, it is a column in the CSV, and it is not searched. If a note holds a buyer's personal details, remember it stays on the order when you anonymise the buyer.

Change a date or an address

Use the ... menu and Change date or address while an order has not been handed over. See Change the date or address of an order.

Select many orders

Tick the box on several rows in the list. A bar appears with:

• Mark as collected: marks each ticked pickup collected. Each order succeeds or is skipped on its own. A note above the list says how many were collected and, once for each reason, what was skipped and why, for example "2 unpaid orders were skipped: mark them paid first (#21, #22)." It stays until you click Dismiss or change the view. An unpaid order on account can be collected; other unpaid orders wait until you mark them paid. Running it twice does nothing more. No email is sent. Parcels and deliveries are done one at a time, because each has its own tracking or its own email choice.
• Print slips: opens one page with an order slip for each ticked order, a page each, ready to print. Up to 100 at a time.
• Clear: unticks everything.

On a phone

On a phone each order card carries its next step as a button (Mark as ready, Mark as collected, Mark as delivered, Mark as shipped or Mark as paid). It is the first of the buttons the order itself shows, in the same order on a phone and on a computer. Tap the card to open the order full screen: Call, WhatsApp and Email are big buttons at the top, the actions stay at the bottom while you scroll, and Orders takes you back. The three filters fold into one Filter button.

Export to a spreadsheet

Click Export CSV on the Orders page. The button names what it will export, for example Export CSV (To do), Export CSV (all orders, for today, pickup, paid) or Export CSV (all orders matching "ann"): it downloads the orders on the current tab, search and filters, so choose All and clear the search and filters first to get everything. It has one row per item and a Note column. When For is on, the file name says which days. The file opens correctly in Excel. Test orders (made while Stripe was not live) are left out, so the file only holds real sales. While your shop is in test mode, tick Include test orders in the CSV if you want them in the file.

The Stock tab

The Stock tab lists every product and variant with what is Available and its Starting stock. Each time an order is paid, the stock goes down. Click Reset to starting stock on a row to put that item back to its starting number, for example after a restock.

If you track lots and best-before dates, the Stock tab becomes a fuller page with On hand, Committed, Available and the next best-before date for each product. See Track lots and best-before dates.

The tab reads your published products, not unsaved edits. If a product has a problem, such as a price that is not a whole number of cents or two variants with the same label, a Problems box at the top lists it.

A payment that did not match an order

Rarely, Stripe takes a payment that the shop cannot match to an order, for example because you reconnected a different Stripe account while a buyer was paying. The money is real, so it is never ignored. You get an email, "A payment came in that did not match an order", with the amount, the buyer's email, the time and a link to the payment in Stripe. Check it there, then refund the buyer or contact them. The buyer sees "We have your payment and the shop is checking your order. They will contact you."

Test orders

While your shop uses Stripe test mode, the Orders page says so. An order made in test mode shows a TEST badge, every email about it says TEST at the top, and no stock is taken for it. It is never part of your sales export unless you tick the box above. Use the test card 4242 4242 4242 4242 to try a purchase.

Disputes and failed refunds

If a buyer disputes a payment with their bank, you get an email that says Do not ship. While a dispute is open, Refund will not work and tells you to answer or accept the dispute in Stripe, where the money is returned. The order shows a Disputed badge and an alert with the amount and the date to answer by, and Answer in Stripe opens the payment. Reply to the dispute from your own Stripe dashboard. Mark as collected and Mark as shipped are switched off while the dispute is open. When it closes you get another email with the result.

If Stripe cannot send a refund back to the buyer, the order shows Refund failed and you get an email asking you to refund the buyer another way, for example by bank transfer or PayNow. The buyer has not been paid back until you do. Once you have paid them, click Mark as refunded on the order to record it. Nothing is sent through Stripe.

What "Oversold" means

Sometimes two buyers pay for the last item within the same second. Both payments go through, but only one item is left. The second order is kept and marked Oversold, and the buyer is not told. The order shows an alert and you choose:

• Refund this line: refunds that item to the buyer. Only the units that were really taken from stock are put back.
• Keep the order: you contact the buyer and fulfil it anyway.

Oversold orders are never refunded automatically.

When a buyer asks about their details

Open the order and click the ... menu at the top right:

• Download this buyer's data: a file with everything the shop holds about that buyer.
• Correct buyer details: change their name, phone number or delivery address on all of their orders.
• Anonymise this buyer: after you confirm, their name, email, phone number and address are removed from all of their orders. The amounts and tax records stay, because you must keep them for tax. This cannot be undone.

In Shop settings, under Notifications and checkout, Keep customer details for sets how many years (1 to 10, 5 recommended) old orders keep them before they are anonymised automatically.

Let your AI assistant help

If you switch on AI access for the Shop app, your assistant can list orders, open one, and mark it ready, collected or shipped (and say whether to email the buyer), mark an unpaid order as paid, cancel it, add a note, list the orders for today, tomorrow or a range of days, or (with trade prices on) the orders on account. It can also change the date or address of an order, which you confirm in the editor. It can also help when a buyer asks about their personal details: find a buyer by email, export everything the shop holds about them, correct their name, phone or delivery address, or remove their personal details from every order. Removing keeps the amounts, dates and tax so your records still add up, and it cannot be undone. If you track lots, it can also show stock by lot, list lots about to expire, look up which orders took a lot, receive a delivery as lots and write units off a lot; receiving and writing off need you to confirm in the editor too. A refund, marking paid, cancelling, correcting and removing a buyer always need you to confirm in the editor. Buyer details are also removed on their own after 5 years. See the Apps article for the switch.

Common questions

Does the order show a picture of each item? No, only names, variants and quantities.