Fulfilling shop orders
How to view orders, mark them shipped, issue refunds, and understand how payment is held and released.
On this page
Every purchase from your storefront shows up as an order in your workspace. This article covers reading an order, marking it shipped, and refunding it. For creating the products people buy, see Adding and managing products.
Open Shop in your workspace sidebar, then Orders.
The orders list
Each row shows the order date, the buyer's name and email, the total, and its status: Pending, Paid, Fulfilled, Canceled, or Refunded. Select View on any row to open the order.
Reading an order
The order detail page shows the line items purchased, the shipping address, and a cost breakdown (subtotal, shipping, platform fee, and total). A Payment section explains where the money currently stands:
- No funds are held yet, or
- Funds are held in escrow until the order ships, or
- Funds have already been released to your account.
Payment for a shop order is held rather than deposited immediately: it's released to your organization once you confirm the order has shipped.
Marking an order shipped
For a paid order, select Mark as shipped. You can optionally enter a carrier and tracking number, then confirm. This records the shipment, emails the buyer their tracking information, and releases the held payment to your account (minus the platform fee). If your Stripe payouts aren't currently able to receive transfers, the shipment is still recorded -- so the order is protected from the auto-refund described below -- and the payout is transferred automatically once your account can receive it.
Ship-by window and auto-refund
Your shop's settings (see Setting up your shop) define a ship-by window in days. If a paid order has not been marked shipped within that window, it is automatically refunded to the buyer in full and its stock (for self-fulfilled products) is returned to inventory. Marking an order shipped -- even without a tracking number -- protects it from this auto-refund.
Refunds
A paid or fulfilled order can be refunded from its detail page: select Refund order, then Confirm refund. The buyer is refunded in full to their original payment method. If the order had already been fulfilled and the payout released to your account, the released amount is reversed from your account as part of the refund.
Why this matters
Buyers judge a shop by what happens after they pay, not before. Marking orders shipped promptly keeps payouts flowing to your organization and keeps buyers from seeing an order silently refunded because the ship-by window lapsed. Understanding that payment sits in escrow until you confirm shipment also explains why a "paid" order and money in your account aren't the same thing -- and why timely fulfillment is what closes that gap.