Orders, payments and shipping

Short answers about the orders you receive, how they are paid and how they reach your customers. The screens named here are under Orders in the main menu.

Can I record an order taken by phone or in store?

Yes, alongside the orders placed online. In Orders, click Record an order, choose the customer, choose Phone or In store as the channel, then add the products. The total is calculated from your catalog prices.

Can an order contain several items?

Yes. When you record an order you can add several product lines at once, and you can add more later with Add an item on the order's Items tab. Each line shows its Unit price and its Line total.

Can an order leave in several parcels?

Yes. A shipment can contain several parcels, each with its own tracking number: open the shipment and click Add a parcel. When you click Mark as delivered, the order is marked delivered once none of its shipments is still on its way.

How do I follow a parcel?

Open the shipment in Shipments and click Edit shipment to enter its Carrier and its Tracking number. The Tracking tab then shows where the parcel stands, from registration to delivery.

A customer paid me another way. Can I mark the payment as paid?

You cannot add a payment by hand: payments are recorded by the payment service linked to your shop. If an order's payment is still pending and you have received the money, open the payment and click Confirm payment. It is marked as paid and your customer receives a receipt by email.

Can I refund only part of a payment?

Yes, in part or in full, but never more than what the customer still has to get back. Open the payment and click Refund, then choose Full refund or Partial refund. After a partial refund, the payment stays paid until nothing is left to refund.

Note — When the payment was not taken through a payment service linked to your shop, the refund is only recorded: return the money to your customer yourself first.

Which payment methods can my customers use?

Those offered by the payment service you connect in the Settings of Payments: Stripe, Adyen or PayPal. Stripe and Adyen take cards, wallets and local payment methods; PayPal takes payments from a PayPal account.