Help center › Orders & customers

Manage orders

Payment, fulfillment and delivery of each order, refunds, returns, manual sales and discount codes.

Every purchase on your store creates an order in Orders, you get an email about it and your customer gets the confirmation. An order has two statuses: payment (Pending, Paid, Partially refunded, Refunded or Voided) and fulfillment (Unfulfilled, Partial or Fulfilled).

Process an order

1. Go to Orders and open the order: you see the products, the payment summary and the customer and delivery details.
2. Payment: Mercado Pago and Stripe payments are marked automatically. If the customer pays by bank transfer or cash, click Mark as paid once the money arrives.
3. Prepare the products. If you need a packing slip, use More actions › Print packing slip with prices (or without prices).
4. Click Mark as fulfilled (for a pickup it reads Mark as ready for pickup). If you ship the parcel, click Add tracking, enter the carrier and the number, and keep Notify customer on so they get the tracking by email.
5. To send only part of it, choose each product’s quantity and use Fulfill selected items: the order stays Partial until you send the rest.

Changes, refunds and cancellations

• Edit items: change quantities or remove products from an order.
• Refund: choose the products or the amount to give back and whether to restock. If it was paid with Mercado Pago or Stripe, the money goes back the same way.
• More actions › Create return: record a product the customer sends back; follow them in Orders › Returns.
• More actions › Cancel order: voids the order and, if you choose, restocks it.
• More actions › Resend order confirmation: emails the customer again.
• Export, above the orders list: downloads the orders you’re viewing as a CSV, on every plan. Exporting statistics and reports comes with the Pro plan.

Sales that don’t go through your store

• Orders › Create manual sale: for sales over WhatsApp, Instagram or in person. Pick the customer, the products, delivery and payment; the summary shows the total with its tax. Save it as an order or as a draft (an invoice you can send the customer to pay).
• POS (under Sales channels): to sell at your shop, with your store’s stock.

Customers, discount codes and abandoned checkouts

• Customers: every buyer is listed with their order history; Add customer adds one by hand.
• Discounts › Create discount › Discount code: a code the customer enters at checkout. An Automatic discount applies on its own, with no code (for example, Free shipping over an amount).
• Orders › Abandoned checkouts: carts that reached checkout and weren’t completed. Recover emails the customer their cart; that email and the automatic reminders come with the Pro plan.

Common problems

• A bank-transfer order reads Pending: that’s expected until you mark it as paid.
• A Mercado Pago order stayed Pending: the customer didn’t finish paying or the payment is under review; it updates on its own once Mercado Pago approves it.
• Items sold, in the Orders bar, counts only the units that stayed sold: refunded ones don’t add up.