Fulfil an order and track its payment
Work an order from placed to delivered, keep its payment status accurate, and record refunds and cancellations.
Whoever packs and ships merchandise works from this screen every day. Each order has two separate tracks: a fulfilment status for where the parcel is, and a payment status for where the money is. Keep both accurate and the Needs attention strip, your exports and your customers stay in step.
The statuses
| Fulfilment status | Use it when |
|---|---|
| Pending | The order has just been placed. Every new order starts here |
| Processing | You’re picking and packing it |
| Shipped | It has left you. The date and time are stamped automatically the first time you choose this |
| Delivered | It has arrived. Also stamped automatically |
| Cancelled | The order won’t be fulfilled |
| Refunded | You’ve returned the money in your payment provider’s dashboard |
| Payment status | Means |
|---|---|
| Unpaid | The order exists but payment hasn’t completed |
| Paid | The provider confirmed the payment |
| Failed | The payment attempt didn’t go through |
| Refunded | The money has gone back to the buyer |
Work an order
- 1Open Orders
Go to Studio → Shop → Orders. Each row shows the Order #, Customer, Total, Order status, Payment status and when it was Placed.
- 2Filter the list
Use the two status filters. For example, fulfilment Pending plus payment Paid shows exactly what’s ready to pack. Search finds an order by number or customer.
- 3Open the order
Click the row. Line items lists each product with its size, colour, SKU, unit price and quantity, plus the Total.
- 4Check the customer
The Customer card shows name, email, phone and address. Customer Notes appears if the buyer left a message.
- 1Set the fulfilment status
In the sidebar, change Order status, for example to Processing or Shipped.
- 2Add internal notes
Use Internal notes for tracking numbers, who packed it, or anything the next person needs. Buyers never see these.
- 3Save
Click UPDATE STATUS. This saves the order status, payment status, payment method, payment reference and notes together.
Record a refund or cancellation
- 1Refund in your provider
Issue the refund in your Stripe, PayPal or Square dashboard. The Studio records refunds but doesn’t send money back.
- 2Update both statuses
Open the order and set Order status to Refunded (or Cancelled) and Payment status to Refunded.
- 3Note it and save
Add the reason and the provider’s refund reference in Internal notes, then click UPDATE STATUS.
- 4Put stock back
If the item returns to your shelf, raise its stock in Studio → Shop → Products. That doesn’t happen automatically.
Export orders
Go to Studio → Management → Payments and open the Shop orders tab. Set the status filters you want, click Export CSV, optionally choose a From and To date, and click Download. The spreadsheet lists each order’s customer, totals, both statuses, payment method and reference, and when it was placed, shipped and delivered.