Managing your orders

The Orders list is your daily command center — every sale from your store and marketplace lands here. A green 'Paid' badge tells you which ones are ready to work.

1. 1Open Orders from the dashboard menu.
2. 2Use the search box and the 'All status' and 'All channels' filters (Store or Marketplace) to narrow the list.
3. 3Read the columns: Order, Date, Customer, Channel, Total, Payment and Status.
4. 4Tick row checkboxes to 'Export' a CSV or bulk 'Print labels'.
5. 5Scroll to the 'Returns' section at the bottom for any pending returns.

💡 Payment is set automatically by the payment provider — a green 'Paid' badge means the money already arrived.

Opening a paid order shows you everything you need to fulfill it. Payment here is read-only — it's set by the provider's webhook, not by you.

1. 1Click the order number to open its detail page.
2. 2Check the header: order number, status badge, and a 'Marketplace' pill with parent-order link if it's a marketplace sale.
3. 3Confirm the Payment field shows 'Paid · automatic'.
4. 4Review the Summary card: items, customer, and shipping address.

💡 Only an order with the 'Paid' badge is ready for typical fulfillment and unlocks the Refund button.

You drive the order forward through the states you own — payment and carrier states move on their own. For a paid order the usual path is Processing then Ready to Ship.

1. 1Open the Status dropdown — it lists only your operational states: Draft, Processing, Ready to Ship, Completed, On hold and Cancelled.
2. 2Or click a 'Next steps' quick button for the recommended forward move.
3. 3Set a paid order to Processing, then to Ready to Ship.
4. 4Confirm the pop-up if you pick a non-standard transition.

💡 Paid, Shipped, In transit, Delivered and Refunded are system-owned — they show as read-only badges and can't be hand-set.

Setting the status to 'Ready to Ship' reveals the Shipments panel where you add tracking or generate a label. Digital orders skip this entirely — no stock, no shipping.

1. 1Set the status to Ready to Ship to open the Shipments panel.
2. 2Pick a Carrier, enter a Tracking number, and click Save shipment — or click Generate label to create one via Envia.
3. 3Let carrier statuses (Shipped → In transit → Out for delivery → Delivered) advance automatically from tracking.
4. 4For a pickup or hand delivery with no carrier, click 'Mark delivered by hand'.
5. 5Use 'Mark fulfilled' in the top bar only to flag fulfillment — it doesn't change the lifecycle status.

💡 No carrier enabled yet? You can still save a manual carrier and tracking number by hand.

If a label won't print, the address usually has a bad or missing state. 'Edit address' is your rescue tool so the carrier can resolve the destination.

1. 1In the Summary card, next to Shipping, click 'Edit address' (MapPin icon).
2. 2In 'Edit delivery address', fix the fields — pick the State / Province from the ISO-code dropdown, not free text.
3. 3Let the postal code autofill city and province.
4. 4Click Save address.
5. 5When it toasts 'Address updated. Generate the label again.', regenerate the label.

💡 The field that trips people up is State / Province — always pick it from the list so the carrier can resolve the destination.

Cancel and refund are two separate actions, and cancelling never moves money. How a refund works depends on your payment provider, so read this before you click.

1. 1To stop a pre-ship order, click Cancel, read 'Cancel this order?', and confirm with 'Cancel order' — this moves no money.
2. 2To return money on a paid order, click Refund and choose Full or Partial (Partial lets you set per-item quantity and a capped amount) plus a reason.
3. 3On a Stripe order, 'Refund via Stripe' actually sends the money back to the customer's card — confirm it deliberately.
4. 4On dLocal Go (and every non-Stripe provider), the modal only offers 'Record refund' — a ledger entry that sends no money; you must then issue the real refund in your dLocal Go dashboard.

💡 Post-ship? Route it through Returns instead of Cancel — the policy is pre-ship only.