Order Fulfillment

Order Fulfillment Made Easy

Process orders efficiently and deliver an exceptional customer experience. This guide covers the complete order management workflow, from receiving an order to handling returns.


The Order Dashboard

Access all orders from Shop Orders in the main navigation. The dashboard allows you to:


  • View & Manage: See all orders with key details (ID, date, customer, total, status).
  • Search: Find any order by ID, customer name, or product.
  • Filter & Sort: Organize your queue by status (e.g., Processing, Shipped) or date.

Understanding Order Statuses

  • Processing (New Order): The order is received and awaiting action.
    • Your Action: Review the order, verify inventory, prepare items, generate a shipping label, and package the order securely. Mark as "Shipped" (with tracking) when complete.

    • Timeline: Aim to process within your stated handling time (e.g., 1-2 business days).

      Shipped (In Transit): You have marked the order as shipped and added a tracking number.

    • Action: The customer is automatically notified. Monitor for delivery and respond to any customer inquiries.

      Delivered (Complete): The carrier has confirmed delivery.

    • Action: The order is complete. You can now request a review from the customer.

      Cancelled (Void): The order was cancelled before shipping.

    • Action: Use this if a customer requests cancellation, a payment fails, or an item is out of stock. Process a full refund and notify the customer.

      Refunded (Money Returned): Payment has been returned to the customer.

    • Action: This applies after a return, cancellation, or in cases of a defective/wrong item. Process the refund via Stripe and update the order status.

      Returned (Item Sent Back): The customer has initiated a return.

    • Action: Review the request, provide return instructions, and wait for the item. Once received, inspect it and process the appropriate refund.

Fulfilling an Order: Step-by-Step

  1. Receive Notification: New orders appear on your dashboard in "Processing" status.
  2. Review Details: Click the order to see customer info, items, and any special instructions.
  3. Verify Inventory: Ensure all items are in stock. If not, contact the customer immediately to offer alternatives or a refund.
  4. Prepare & Package:
    • Gather and quality-check the correct items (variants, quantities).
    • Package securely using an appropriate box or mailer, packing materials, and strong tape.
    • Pro-Tip: Include a packing slip and a thank-you note for a personal touch.
  5. Generate Shipping Label:
    • Click "Generate Shipping Label" on the order page. Our EasyPost integration lets you compare rates from USPS, FedEx, UPS, and DHL.
    • Verify the address, select a service, and purchase the label.
    • Print and affix the label to the package.
  6. Ship & Update Status:
    • Drop off the package with the carrier or schedule a pickup.
    • Mark the order as "Shipped" and add the tracking number.
    • This automatically notifies the customer and moves the order to "Shipped" status.
  7. Follow-Up: The order auto-updates to "Delivered" based on tracking. Consider sending a follow-up email to request a review.

Shipping Strategies

  • Shipping Profiles: Save time by creating reusable configurations in Settings → Shipping Profiles. Set your 'from' address, default carriers, processing time, and free shipping thresholds.
  • Offer Free Shipping: This is a powerful marketing tool. You can offer it on all orders (by building the cost into your product price) or over a certain threshold (e.g., "Free shipping on orders over $50").
  • International Shipping: Expand your market, but be aware of higher costs and longer delivery times. Clearly state that customers are responsible for any customs duties or taxes.

Handling Returns & Refunds

A clear and fair return policy builds trust.


Your Return Policy

Make your policy easy to find and read. Clearly state:

  • Your return window (e.g., 30 days from delivery).
  • The required condition of the item (e.g., unused, with tags).
  • Who pays for return shipping (customer for preference, seller for errors).
  • Any non-returnable items (e.g., final sale, custom items).

The Return Process

  1. Review Request: When a customer requests a return, approve it if it meets your policy.
  2. Provide Instructions: Give the customer your return address and any instructions.
  3. Inspect Return: Once the item arrives, inspect its condition.
  4. Process Refund: Issue a full or partial refund based on the item's condition and your policy. Update the order status and restock the item if applicable.

How to Minimize Returns

  • Write accurate, detailed product descriptions with clear photos.
  • Include size charts and dimensions.
  • Double-check items for quality and accuracy before packing.

Customer Communication

Clear communication is key. The system automatically sends order, shipping, and delivery confirmation emails.


Handling Problems Proactively

If an issue arises (e.g., item out of stock, shipping delay), contact the customer immediately.

  • Be empathetic and apologize.
  • Clearly explain the problem.
  • Offer a solution (e.g., a refund, replacement, or discount).
  • Example (Out of Stock): "Hi [Name], Thank you for your order! Unfortunately, [Product] is out of stock. I can offer you a replacement, or I can cancel this item for a full refund. Please let me know your preference."

Top Fulfillment Tips

  • Stay Organized: Process orders chronologically (oldest first).
  • Batch Tasks: Print all your labels at once, then pack all your orders.
  • Automate: Use Shipping Profiles to save time.
  • Track Performance: Monitor your average processing time and return rate to find areas for improvement.

Frequently Asked Questions

  • What if I can't fulfill an order? Contact the customer immediately. Explain the situation and offer alternatives: wait for a restock, substitute a product, or cancel with a full refund.
  • How do I handle items damaged in transit? Apologize and offer an immediate replacement or a full refund (customer's choice). File an insurance claim with the carrier if the package was insured.
  • Should I require signature confirmation? It's recommended for high-value items (e.g., $100+) to prevent theft claims. Otherwise, it can add cost and inconvenience for the customer.
  • What if a customer claims non-delivery but tracking shows "Delivered"? Be empathetic. Ask them to check around their property and with neighbors. Investigate with the carrier (they may have a delivery photo). If unresolved, offering a replacement or refund is often best for customer goodwill.