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Every order your store takes lives under Home → Orders in the dashboard. From there you can search and filter orders, open any order for full detail, deliver or re-deliver it, resend the receipt, issue a refund, and export your order history.

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Finding an order

The Orders page has tabs - All / Delivered / Pending / Undeliverable / Disputed / Refunded - each with a live count. The search box understands several inputs: The Filter dropdown narrows results by date range, status, payment method, customer email and Discord.

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Order statuses

Every order carries one status describing where it sits between “cart created” and “goods delivered”. The full reference is on the Order Status page; here is what each one means operationally:
A cart was created but never paid. It remains editable and the customer can still complete payment. Unpaid orders are automatically cancelled roughly 12 hours after creation, which releases any reserved stock.
Payment has been received or detected but funds are still settling. Typical for bank transfers and cryptocurrency. Orders paid with a custom payment method show “Awaiting seller review” and do need you to approve or reject the proof of payment.
Funds withheld for verification. Treat as payment in flight.
The customer underpaid a crypto invoice. The order is not fulfilled. The customer has already been emailed the expected amount, the received amount and the exact shortfall. Arrange the difference with them directly, then deliver manually.
A guard status while delivery executes. It should pass quickly on its own.
Paid and delivered. The customer received a delivery email with their items. Resend receipt and Re-deliver are available from the order page.
Paid, but delivery failed - most commonly missing stock, but also a dynamic delivery endpoint returning a non-200 response. The warning banner on the order page names the cause. Fix it, then use Deliver manually.
Expired or cancelled. A cancelled cart is not dead: it can be revived, edited and paid again.
A refund was issued, or a chargeback was opened with the payment provider. Disputes are handled in your payment provider’s own dispute tooling.
Once a payment is in flight, cart items lock. A customer who tries to change items sees: “A payment for this order has already been detected and is being confirmed - items can no longer be changed.” This protects the amount the payment was matched against.

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Delivering an order manually

Open the order and use Deliver manually, available when the order is Pending, Incomplete, Cancelled, Undeliverable or PartiallyPaid. It runs the normal delivery flow exactly as if the order had been paid: stock is consumed, the receipt email is sent, the order.completed webhook fires, and Discord roles are granted. The order is stamped Delivered Manually with the team member’s email.
Manual delivery does not verify payment. Confirm you were actually paid first. Manually delivered orders can only be refunded to customer balance, never back to the gateway.
Re-deliver order appears only on Delivered orders. It reruns the entire original delivery: it consumes new license keys from inventory, re-fires dynamic delivery webhooks, and re-sends emails. Use it deliberately. Both actions require the deliver-orders permission, and a second attempt while a delivery is in flight is quietly ignored, so orders cannot be double-delivered by accident.

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Resending a receipt

Resend receipt re-emails the already-delivered items, with no new fulfilment. It is available for Delivered and Disputed orders and is rate-limited.
If an order was created with receipts turned off - for example via the send-receipt toggle on a payment link - resend reports success but sends nothing.

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Refunds

Refunds are issued from the order page with Process refund. Refunds are only possible on Delivered orders and are always for the full amount; there are no partial refunds. The modal asks for two things:
1

Refund reason

Fraudulent, Requested by customer, Duplicate, or Other. The reason is stored with the order, included in notifications, and may be forwarded to the gateway. See Refund Reason for the API values.
2

Refund destination

Original payment method - the gateway processes the refund automatically. Available for Customer Balance, Mollie, Square, Authorize.net, Stripe, SumUp, PayPal (modern integration), Shopify, Paddle and FastSpring.Customer balance - instant store credit that never touches the gateway. The destination is locked to balance when the order was paid with customer balance, was delivered manually, used a gateway with no refund API (NMI, MoneyMotion, Pandabase, Storrik, VenPayr), or used a method that can only be settled manually (all cryptocurrencies, custom payment methods, Cash App, PayPal Friends & Family, legacy PayPal).
A successful refund sets the order to Refunded, reverses any affiliate commission, and fires the order.refunded webhook. If the gateway rejects the request, the order is safely restored to Delivered and the UI reports the failure. Simultaneous refund attempts are blocked, so two team members cannot double-refund the same order.
Cryptocurrency refunds move no funds. Marking a crypto order refunded changes its status only - you must return the cryptocurrency to the customer manually. The same applies to custom payment methods, Cash App and PayPal Friends & Family.
Two balance-specific rules: a balance top-up order can never be refunded to balance (it would double-credit), and refunding a top-up to the card also claws the credited balance back. For split payments, each part returns to its own source.

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Exporting orders

Export CSV on the Orders page opens a modal with a start and end date, defaulting to the last 30 days. The file has one row per order with these columns:
Exports require a logged-in dashboard session - this endpoint cannot be called with API keys - and are rate-limited. For a single order, Export PDF on the order page produces a printable invoice.

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Order data for developers

  • Orders created through the API are marked Source: API in the order’s Technical Details.
  • You can attach custom metadata at creation: up to 20 keys, each key up to 40 characters and each value up to 500 characters. Metadata is merchant-only and is always stripped from anything the customer can see.
  • The Webhook Execution Logs card on an order page shows the most recent 100 webhook deliveries for that specific order.

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Next steps

Store Webhooks

Get order events pushed to your own server.

Custom Payment Methods

Approve or reject manually-paid orders.

Order Status Reference

Every status and its meaning.

Orders API

Query, deliver and refund orders programmatically.