Manage Store orders, fulfillment, and refunds

Orders lists orders newest first, a page at a time. The tabs show All, To ship, Partly shipped and Shipped, and Pre-orders: orders with items that were not in stock when they were placed, from a variant that sells when out of stock. Those orders are marked Pre-order in the list. A Store with a local delivery method also has Local deliveries: paid orders with a delivery date of today or later that have not been marked shipped, soonest first. Each shows its delivery date, and a pickup order marked ready shows Ready for pickup. Search by order number, customer name or email, and narrow the list by payment, tag, where the order came from (online, created by hand, or in person with the Magpie app) and the date it was placed. Export these orders (CSV) in the More menu downloads the orders the list shows, one row per item.

An order keeps a copy of its products, variants, SKUs, prices, customer, shipping method and totals, so later changes to the catalog do not change it. It also keeps what the customer entered for personalisation, such as an engraving, and the expected ship date of items on back order. Both are shown under each item on the order page, on packing slips and in order emails.

The order page

An order page shows the payment and shipping state, the total, Stripe's risk level for the payment when Stripe reports one, the items, the customer's name, email, shipping method, shipping address and billing address, and their phone number when the Store asks for one. Turn on Ask for a phone number in Store settings to make Stripe Checkout require it.

The totals show any discount with its code, shipping and tax. When the Store uses Stripe Tax and the buyer gave a business tax ID, the ID and whether the buyer is tax exempt or pays by reverse charge are shown with their details. A link opens the buyer's customer record for people who can manage customers.

A payment shown as Processing is still settling, which can take a few business days for bank payments. Its items stay reserved. Wait until it is paid before shipping; if the payment fails, the items go back into stock.

An order that sells a course has a Courses band: each course the order gives, and where the buyer's access stands, such as given, held until the buyer confirms their email address, or not given with the reason. Open in Courses opens the student, for people who can edit the course. An order for a course bought in monthly payments also has a Payment plan band: each payment made, with its Stripe fee and its own Refund…, then the payments to come. Cancel payment plan… in More stops the payments. See Sell a course.

Tags are your own labels, such as wholesale or gift. Click Tags on the order and type them separated by commas. The order list can be filtered by tag.

History lists what happened to the order and who did it: payment, emails sent, shipments, refunds, address and tag changes. Add a note there; notes are seen only by people who can manage the Store.

When an order is paid, the team's admins and owner get an email, and a notification in the Magpie app if they are signed in to it. Turn off Email about new orders or Phone notification about new orders in Store settings to stop either.

Shipping

Choose Add shipment, set how many of each item are in the parcel, and add the carrier, tracking number and tracking address if you have them. The tracking address must start with https://. The customer is emailed what is in the parcel and its tracking. An order with items left to ship is Partly shipped; add another shipment for the rest. When the Store has more than one stock location, choose where the parcel ships from under Ships from (see Stock locations and transfers). Digital items are delivered by download and never need shipping. An order with digital items has a Downloads section showing each file's downloads and any licence keys, with Reset downloads (see Sell digital products, files and licence keys).

To mark several orders shipped at once, tick them in the order list (the box in the heading row ticks every order on the page) and choose Mark shipped. Each paid order gets one shipment of everything still to ship, without tracking. Packing slips prints a slip for each ticked order, listing what remains to ship and where, without prices, and a pick list totalling the items across them. A single order's slip is in its More menu.

Change shipping address in the More menu corrects the address until everything has shipped. The customer is not emailed about the change.

Pickup orders

An order with a pickup method has Mark ready for pickup instead of Add shipment. Choosing it will record the time on the order and in its history, and will email the customer the pickup address, times and instructions from the method. If the email could not be sent, Send the pickup email in the More menu tries again. When the customer collects the order, choose Mark collected and the items they took; the customer is not emailed. Mark collected is also in the More menu before the order is marked ready.

Local delivery orders

An order with a local delivery method shows the Delivery date the customer chose. When the address the customer entered on Stripe's page is outside the method's postal codes, the order page says so and its history records it; the payment is not changed. Contact the customer before delivering.

Refunds

Choose Refund in the order's More menu. Enter the amount, up to what is still refundable, and for each item how many to return to stock. A refund and returning items to stock are separate choices: items return to stock only when you enter a number, only for products whose stock is tracked, only once the refund succeeds, and never more than the order sold. Refund the rest later with another refund. Refunding cannot be undone.

A full refund of an order that gives a course ends that course access at once; a partial refund does not change it, and a course never returns to stock. A payment plan's payments are refunded one at a time in its Payment plan band, not with Refund.

An order paid through Stripe is refunded in your Stripe account. An order you recorded as paid outside Stripe has the refund recorded, and you pay the money back yourself.

Refund to chooses where the money goes. The customer's card refunds the card payment through Stripe; on an order a gift card paid part of, How the customer paid returns the gift card's part to that card first. Store credit puts the refund on a new gift card emailed to the customer, with nothing refunded through Stripe. The order page shows how much a gift card paid, and the gift cards an order bought. See Store gift cards and store credit.

Recording a sale by hand

New order records a sale paid outside the online Store, such as cash at a market or a bank transfer. Choose the items and quantities, change a price if you charged a different one, add the customer and, if you are shipping it, the address and shipping charged, then choose how it was paid. Gift cards cannot be sold this way; issue one in Store › Discounts › Gift cards. The order is created paid, its items leave stock, and it can be emailed to the customer as an order confirmation. In Accounting, the money is recorded in Undeposited funds until you record the deposit.

When your Store has more than one stock location, Take stock from chooses the location the items leave. When it has too few, the rest come from your other locations. See Stock locations and transfers.

Payment links

To have the customer pay by card, choose Not paid yet: send a payment link under Paid by. The order is created unpaid and its items are held for it. Magpie makes a payment link for the order's total, a Stripe payment page in your Stripe account, and emails it to the customer when Email the customer is ticked. Your payment account must be ready to take payments; see Connect Stripe to receive money.

The order's page shows the link in its Payment link section. Click the link or Copy to copy it; Email it again and New link are beside the section's title. A link works for 24 hours. After that, the order stays unpaid and keeps its items; select Send a payment link to make a new one. Making a new link stops the old one, so only one link can be paid.

When the customer pays, the order is marked paid once, its items leave stock, the customer gets the order confirmation, and your team gets the new order email or notification that your Store settings choose. No tax is added to a payment link. To stop waiting for the payment, cancel the order: its link stops working and its items return to stock.

While any order waits for its payment link, Orders has a Waiting for payment tab listing them, so held items are not forgotten.

To sell at a market or counter with your phone, use Sell in the Magpie app instead: see Selling in person.

Cancelling and disputes

Cancel order in the More menu of a pending unpaid order ends its checkout or payment link and returns its items to stock. A paid order must be refunded instead. A processing payment cannot be cancelled; wait until it is paid or fails.

Payment, shipping, stock and dispute states are separate. When a customer disputes a payment, the order shows it; respond to the dispute in your Stripe Dashboard. A lost dispute ends any course access the order gave, as a full refund does.

Team admins can also review Store orders in the Magpie app. An order's menu cancels an unpaid order, marks a paid order fulfilled with tracking, and refunds the remaining total, choosing whether to return the items to stock.

If a refund is confirmed in Stripe but the Magpie order does not show it, do not refund again. Note the order number and Contact support.