Orders and refunds

Start hereShopOrders and refundsEvery sale lands in Orders. This page covers finding an order, moving it from paid to packed, posted and delivered, cancelling one, and giving money back.Finding an orderGo to Orders under Shop in the sidebar. The newest orders are at the top, each with its number, the customer's name and email, the total, the status and how long ago it was placed.Type an order number or an email address in the search box (a customer's name works too), or pick a status from Any status to see only those. Click a row to open the order.Two extra marks can appear on a row. Needs attention in red means something went wrong that a person should look at. · Account means the customer has an account with you, if customer accounts are switched on.The Orders list.What the statuses meanAn order's status is about the money. It moves in this order:

pending: the customer started checkout but has not paid. Unpaid orders are cleared away after 48 hours.

paid: the payment went through. This is the one to act on.

fulfilled: it has been delivered or collected.

cancelled: you cancelled it. This is final.

refunded: the money has gone back to the customer.

A paid order also shows where the parcel has got to, such as · Packed or · Dispatched, beside its status in the list.Packing and sending an orderOpen a paid order. The Fulfilment card on the right shows each step with a tick and a time once it is done. Press the button for the step you have reached. You can skip a step: pressing Mark dispatched straight away also marks it packed.

Press Mark packed when it is boxed up.

When it goes in the post, choose the Courier, type the Tracking number (optional) and press Mark dispatched. The customer is emailed with a tracking link.

Press Mark delivered when it has arrived. The order becomes fulfilled.

For an order the customer is collecting, the steps are Mark packed, Mark ready to collect (which emails the customer) and Mark collected. A blue For collection note at the top tells you there is nothing to post.An amber Age-restricted order note means the buyer confirmed their age at checkout. Send it with an age-verified delivery so an adult signs for it.A paid order, ready to pack.Correcting the customer's detailsIf a customer gets in touch with a new phone number or a wrong house number, change it in the Customer & delivery card and press Save details. This only changes who and where. It does not change what they were charged or the postage.Resend confirmation in the Actions card sends the order confirmation email again, for a customer who cannot find it.Refunding an orderA refund moves real money. Refund sends the whole amount back to the customer's card through Stripe straight away, and it cannot be undone.

Open the order. Only a paid or fulfilled order can be refunded.

In Actions, leave Return items to stock ticked if the goods are coming back to the shelf, or untick it if they are not.

Press Refund, then confirm.

The order becomes refunded.

To give back only part of the money, refund it in your Stripe dashboard. The order then shows Refunded so far under the total and keeps its status. A full refund made in Stripe marks the order refunded on its own.Stock is never put back on its own after a refund made in Stripe. When an order has been refunded or cancelled without returning the items, a Put items back in stock button appears. It adds back exactly what that order took, once.Cancelling an orderIn the Status card, choose cancelled, decide whether to tick Return items to stock, press Update status and confirm. The list only offers the changes that make sense for that order.Cancelling does not refund anyone, and a cancelled order cannot be refunded from here afterwards. If the customer has paid and should get their money back, use Refund instead.Cancelling a pending order is safe: the held stock goes back on sale and the payment can no longer go through. If a payment does land on an order you have already cancelled, it is refunded automatically.You can also use Status to mark a pending order paid by hand (for example, if they paid you another way). That takes the stock and sends the emails just as a card payment would.Emails about orders

Order confirmation goes to the customer when they pay.

Order on its way goes when you mark it dispatched, with the tracking link.

Order ready to collect goes when you mark a collection ready.

New order (to you) goes to the Order notification email in Settings → Shop, or the site email if that is blank.

There is no email when you refund or cancel. Instead, the customer's order page (the link in their confirmation email) says the order was refunded or cancelled. You can change the words of every email in Emails the site sends.If an order shows This order needs attention. at the top, read the note. It might say the last item sold to two people at once, or that a payment did not match. Sort it out with the customer, then press Mark as dealt with.← Setting up the shopShipping →Getting startedPagesBuilding with blocksNavigation and lookMediaForms and leadsCatalogueShopBookings and membersRunning the siteCairnWebsites for businesses that need more than a brochure. Built, hosted and kept running by us.StartBuildRun© 2026 Cairn. All rights reserved.Built with Cairn.