Skip to main content
Every order opens into tabs — summary, items, customer, fulfilment, payment.

​
How an order moves

1

Placed

Paid for, stock adjusted, confirmation email sent. If there are downloads in it, the links go out with that email.
2

Fulfilled

You post it, or they download it. Tracking goes on the fulfilment tab.
3

Delivered

The carrier tells us it landed, if you’re using live carrier rates. This is also what sets off any post-delivery automation.

​
Buying a label

On the Fulfilment tab, if you’re using live carrier rates. Buying one writes the tracking number onto the order, which your shipping email then sends to the customer. The price shown is the raw carrier cost — the amount actually leaving your balance — not what the customer paid you for postage. If the order ships from two of your locations, that’s two parcels and two labels.

​
Refunds

Refund from the order. Two things happen alongside the money: Pending automations for that order are cancelled. Nobody gets asked to review something they’ve just returned. A full refund takes back any downloads. Their link stops working and the files go from their account. A partial refund doesn’t touch downloads. Refund the postage or knock some money off for a damaged parcel and they keep the file they still paid for. → Digital products

​
Crypto orders

These work like card orders, with the transaction recorded against them. Before an order is marked paid we check the payment came from the right place, went to the right place, and was the right amount. A transaction existing on a blockchain doesn’t tell you much on its own — plenty of transactions exist. If you’re reconciling by hand, check those same three things.

​
Chargebacks

Where we have a purchase verification record for an order, it’s available as evidence if you’re disputing a chargeback. It’s only ever evidence. A weak signal never blocks a genuine customer from getting their order.

​
Common questions

Check your sending domain is verified under Growth → Email. Unverified mail doesn’t authenticate and tends to get filtered. → Email
For card orders your Stripe account is the merchant of record, so the money arrives on Stripe’s payout schedule rather than ours. Check your Stripe dashboard.
Check your zone coverage. An address outside all your zones should block checkout rather than ship free — if you’re seeing otherwise, that’s worth telling us about. → Shipping