Managing Orders
Managing your orders promptly helps provide a positive experience for buyers and ensures your seller reputation remains strong.
Viewing Your Orders
To view your orders:
- Sign in to your account.
- Open your store.
- Select Orders.
Here you'll find all current and previous orders placed through your store.
Each order contains important details including:
- Order number
- Products purchased
- Buyer information
- Order total
- Order date
- Delivery address
- Order status
Understanding Order Statuses
Orders move through different stages as they are processed.
New (Paid)
The order has been placed and payment has been received.
At this stage:
- Review the order details.
- Prepare the item for dispatch.
- Check the delivery address and any buyer notes.
- Add the tracking details once postage has been brought or item has been shipped.
- The buyer will be informed that their item is on the way.
Processed (Dispatched)
The order has been shipped to the buyer.
The buyer has been informed that their item is on the way.
You and the buyer are able to message each other through the messaging system found on each order page.
Complete
An order is considered complete once it has been delivered to the buyer and the buyer has left a review or marked it as complete.
You will be able to mark the order as complete a week after the estimated delivery date. This gives the buyer some time to communicate in case of any issues with the product.
Completed orders remain available in your order history for future reference.
Personal details on the order will no longer be visible and the buyer will no longer be able to message you about the order.
Processing New Orders
When a new order is received:
- Review the order details carefully.
- Confirm you have the item in stock.
- Package the item securely.
- Dispatch the item as soon as possible.
- Update the order status once shipped.
Prompt dispatch and communication can lead to higher buyer satisfaction and positive reviews.
Adding Tracking Information
If your courier provides tracking information, you can add it to the order.
To add tracking:
- Open the order.
- Enter the tracking number and url.
- Enter an estimated delivery date.
- Mark the order as dispatched.
Tracking information allows buyers to monitor the progress of their delivery.
Communicating With Buyers
Sometimes buyers may have questions before or after dispatch.
You can use the messaging system to:
- Provide delivery updates
- Answer questions about the item
- Request additional information if required
- Resolve issues quickly
Clear communication helps build trust and can prevent disputes.
You can message the buyer from the order page.
Handling Delays
If you're unable to dispatch an order within your stated processing time:
- Contact the buyer as soon as possible.
- Explain the reason for the delay.
- Provide an updated dispatch estimate.
Most buyers appreciate proactive communication when delays occur.
Managing Cancellations
Occasionally a buyer may request to cancel an order.
- Review the cancellation request.
- Confirm whether the order can be cancelled.
- Process any required refund according to marketplace policies.
- Refunds are managed in your Stripe account.
Order Best Practices
Dispatch Promptly
Buyers appreciate quick dispatch and accurate delivery estimates.
Keep Buyers Updated
If anything changes, send a message and keep the buyer informed.
Package Items Securely
Use suitable packaging materials to protect items during transit.
Retain Proof of Postage
Always keep proof of dispatch and tracking details until the transaction is complete.
Check Orders Carefully
Double-check products, quantities, and variations before shipping.
Frequently Asked Questions
Marking an order as dispatched keeps buyers informed and lets them know their item is on its way.
Tip: Buyers are much more likely to leave positive feedback when orders are dispatched on time and communication is clear throughout the transaction.