Fulfill and refund shop orders

New shop orders appear on /manage/payouts under Orders to fulfil. From there you see where to ship, mark orders fulfilled and issue refunds.

Fulfill an order

1. Go to /manage/payouts and choose your organization. The Orders to fulfil heading shows how many are waiting.
2. Find the order. Each line shows the date, the buyer's email, the quantity, the Ship to address and Fee $x · you receive $y.
3. Pack and ship the order.
4. Click Mark fulfilled.
5. In Mark [product] fulfilled, add a Tracking number (optional) and confirm.

The line then shows as fulfilled, with the tracking number if you added one. Digital downloads don't need fulfilling; buyers get the file from their own /billing page.

When stock ran out

If two people buy the last item at the same moment, the order still goes through and is marked sold after stock ran out — restock or refund. Either restock and ship it, or refund the buyer.

Refund an order

1. Find the order under Orders to fulfil and click Refund.
2. Check Amount (USD). It starts at the full amount still refundable; lower it for a partial refund.
3. Choose a Reason (optional): Requested by customer, Duplicate charge or Fraudulent.
4. Click Refund and the amount to confirm.

The buyer is refunded to their card, and the platform fee is returned to you in proportion. A fully refunded digital product stops downloading. A refunded order can't be marked fulfilled. Every refund, including ones made in your Stripe dashboard, is listed under Refunds.

Good to know

• Each order line also shows its payout status, so you can see when the money is on its way.
• Owners, admins and managers of the selling organization can fulfill and refund.
• If a buyer disputes a charge, see /help/admins/payouts-refunds-disputes.