Merchandise > Orders lists every merchandise order, newest first. People with the Fulfilment role (and Administrators) can use it.
Find an order
Type into Search and press Enter. It matches the reference, customer name, email, delivery postcode, tracking code, and the name or SKU of something they bought. The text is matched exactly as typed.
| Filter | Effect |
|---|---|
| Status | Any, Paid (awaiting dispatch), Dispatched, Awaiting payment or Given up on. |
| Include unpaid orders | Unpaid orders are hidden by default. Tick this to see them. |
| Cancellation / refund requested | Only orders where a customer is waiting for an answer. |
Each row shows the status, any Refund requested or Part refunded badge, the customer, what they bought, the tracking code and the total.
An order’s page
The page shows the status and total at the top, with a Dispatch this order button if it’s waiting. Below that is what was bought (with SKU, options and prices), any voucher and postage, where it’s going, the customer’s details, the refund history, and a refund form.
Refunds
You can refund any amount up to what’s left, as many times as you need.
Open the order
Refunds are available on Paid and Dispatched orders with money left to refund.
Enter an amount, or refund in full
Use Refund this amount for a partial refund, or Refund in full for everything that’s left.
Add a reason (optional)
The reason is shown to the customer in their refund email.
Confirm
You’re asked to confirm. The money goes back to the card the customer paid with, and they’re emailed. The refund is recorded with your name and the time.
It can take a few days for the money to reach the customer’s account, depending on their bank.
Customer requests to cancel or refund
A customer can ask for a cancellation (before you’ve posted) or a refund (after). They enter a reason, and receive an email confirming you have it.
On the order you’ll see their message and two options:
| You want to… | Do this |
|---|---|
| Agree | Refund the order, in full or in part. That settles the request, and the customer is emailed the refund. |
| Say no | Write a reply and choose Decline request. The customer is emailed your reply, the order stays as it is, and they may ask again. |
Past requests stay on the order under Earlier requests, each marked Declined or Refunded.