Every order a customer places lands under Orders in your admin sidebar. This is where you fulfil, track and keep buyers updated from one screen.
Finding an order
The Orders list shows your most recent orders first. Filter by status with the tabs along the top — All, Deposit paid, Pending payment, Paid, Fulfilled, Cancelled and Failed — or use the search box to look up an order by its number, email, customer name or tracking number. The All view hides unfinished card checkouts so they don't clutter your real orders, but it does show bank-transfer and pay-on-collection orders that are waiting for the money, because those are real orders you need to act on. Switch to Pending payment to see everything that isn't paid yet.
Click a customer's name to open the order. You'll see the items, totals (including GST), the customer and shipping details, payment records and a Timeline of everything that's happened.
If a customer personalised an item — an engraving, embroidery or a gift message — their text appears in a highlighted box under that item, headed with your field label and exactly as typed. Work from this box; see Personalised products.
Marking an order fulfilled
Once an order is paid, open it and press Mark fulfilled. If the customer is paying by bank transfer, the order stays at Pending payment until you press Transfer received — it will not let you fulfil it before then, so nothing ships against money that hasn't arrived. Pressing Transfer received marks the order paid and emails the customer their order confirmation. If no money arrives within 7 days, the order is cancelled and the stock released automatically. ShopKit records the fulfilment and automatically emails the customer to let them know their order is on its way.
Custom jobs from quotes
When a customer pays the deposit on a quote, ShopKit adds the job to your Orders with the status Deposit paid. The payment details show the deposit received and the amount still outstanding, and your customer's original request is copied into the order's internal notes.
- You can Mark fulfilled as soon as the job is done — you don't have to wait for the balance, and the order stays fulfilled when the balance arrives. Once the job is both fulfilled and fully paid, the customer is emailed an invitation to review it (on plans with reviews).
- Collect the rest by pressing Request balance on the quote. When the customer pays, the order becomes Paid by itself.
- Refund returns up to what the customer has actually paid. Leave the amount blank to refund everything received — the deposit, or the deposit and balance once both are paid.
- A deposit-paid job doesn't count towards your sales figures until the balance is paid.
Adding tracking
For orders being shipped, press Add tracking (or Update tracking). Enter the Carrier (this defaults to Australia Post), the Tracking number, and optionally a Tracking URL the customer can click. Press Save & email customer — the buyer gets an email with the tracking details straight away. Tracking doesn't apply to pickup orders; see Click & collect for those. A pay-on-collection order is marked paid when you press Mark collected in Pickups.
Resending the confirmation
If a customer says they never received their receipt, open the order and press Resend confirmation to send it again.
Internal notes
Each order has an Internal notes box near the bottom. Jot down anything you need — a special request, a delivery instruction — and press Save notes. These are never visible to the customer.
Order statuses at a glance
- Deposit paid — a custom job from a quote with its deposit paid and the balance still owing
- Pending payment — checkout started but not completed, or an order awaiting a bank transfer or payment on collection. The latter are real orders and appear in your normal Orders list
- Paid — payment received, ready to fulfil
- Fulfilled — sent or collected
- Cancelled / Refunded — closed orders
- Failed — payment attempt didn't go through
You can also Cancel or Refund an order from the same buttons at the top of the order. Refunding a bank-transfer or pay-on-collection order records the refund and emails the customer, but ShopKit can't return the money for you — pay it back from your bank account or till. See Payment options at checkout.
Let Arthur do the legwork
If your store assistant Arthur is switched on, you can just ask — "mark order 1042 fulfilled" or "add tracking to order 1042". Arthur prepares the action and shows you a summary; nothing happens until you confirm it.
Stuck? Open a ticket — we're happy to help.