> ## Documentation Index
> Fetch the complete documentation index at: https://docs.exclusivo.one/llms.txt
> Use this file to discover all available pages before exploring further.

# Orders

> Fulfilling, shipping, refunding — and what happens to downloads when you do.

Every order opens into tabs — summary, items, customer, fulfilment, payment.

## How an order moves

<Steps>
  <Step title="Placed">
    Paid for, stock adjusted, confirmation email sent. If there are downloads in
    it, the links go out with that email.
  </Step>

  <Step title="Fulfilled">
    You post it, or they download it. Tracking goes on the fulfilment tab.
  </Step>

  <Step title="Delivered">
    The carrier tells us it landed, if you're using live carrier rates. This is
    also what sets off any post-delivery automation.
  </Step>
</Steps>

## 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](/stashed/catalogue/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

<AccordionGroup>
  <Accordion title="A customer says their confirmation email never arrived">
    Check your sending domain is verified under **Growth → Email**. Unverified
    mail doesn't authenticate and tends to get filtered.
    → [Email](/stashed/growth/email)
  </Accordion>

  <Accordion title="The order says paid but I haven't got the money">
    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.
  </Accordion>

  <Accordion title="Someone got free shipping I never offered">
    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](/stashed/money/shipping)
  </Accordion>
</AccordionGroup>