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Selling online

Manage your orders

Read an order, move it through fulfilment and understand its statuses.

Every order appears under Commerce, then Orders, with its own number in the form DLR-1001. The workspace owner is emailed about each new order - when a cash order is placed or an online order is paid - and every teammate sees it marked New until they open it.

Two statuses, deliberately separate

  • Payment status - has the money arrived. For an online order it is set only by your payment provider, never by hand. A cash order stays Unpaid until you record the payment.
  • Order status - where the order is in your fulfilment. Set by you.

They are kept apart on purpose. A paid order you have not packed yet and a packed order that was never paid are very different situations, and one field could not tell them apart.

Working an order

The Next fulfilment action menu on an order only offers the step that makes sense next, and the steps depend on how your customer chose to receive the order.

  • Delivery orders go Processing, then Packed, then Out for delivery, then Delivered.
  • Collection orders go Processing, then Ready for collection, then Collected.
  • Cancelled is available from any step that is not yet finished. Delivered, Collected and Cancelled are final and cannot be reopened.
  1. 1Open the order and read the items, the customer's contact details and whether they chose collection or delivery.
  2. 2For an online order, check its payment status shows paid. Until then you can only cancel it.
  3. 3Choose the next fulfilment action and select the Mark as button when you have done it.
  4. 4Contact the customer to arrange collection or delivery if you have not already.

Marking a delivery order Out for delivery, or a collection order Ready for collection, emails your customer automatically. Every step you mark is ticked off on the customer's tracking page. Use Copy tracking link on the order if you want to send them the link yourself.

Recording cash payments

A cash on delivery or pay on collection order shows as unpaid. Once you have the money, open the order and choose Mark payment received. Delrity cannot do this for you, and an online order can never be marked paid by hand.

Refunds

Refunds are issued in your payment provider's own dashboard - Delrity cannot move money. Cancel the order in Delrity so your own records match.

Tip: An online order that still shows payment pending has not been paid. If the customer has not paid when the 30-minute checkout hold runs out, the order is cancelled automatically soon afterwards and the stock held for it is released.
Tip: If an order shows Payment received - this order needs your attention, the customer paid after their 30-minute checkout hold had expired or the order had been cancelled. No stock was deducted, so fulfil it by hand if you still have the stock, or refund the customer from your payment provider.
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