Managing Orders: A Complete Guide
Run day-to-day Ordafy product orders: view Orders, update status, refunds, customer details, and how Shop checkouts land in Business.
What this guide covers
When customers buy on Shop (or staff take a sale in Business / POS), paid product purchases appear under Orders (/products/orders). This guide covers finding orders, reading payment status, fulfilling, refunding carefully, and keeping customers informed.
Step 1: Open Orders
- In Business, under Catalog / commerce, open Orders (
/products/orders). - Filter by date, product, or status as needed.
- Open an order to see customer details, line items, totals, promo discounts, and payment state.
Step 2: Fulfil and update status
Use the order record to track packing, dispatch, collection, or digital delivery. Keep status accurate so your team and customer-facing history stay aligned. Cross-check stock in Inventory (/products/inventory) when quantities are limited.
Step 3: Refunds and adjustments
- Open the order.
- Choose refund (full or partial where supported).
- Confirm the amount and reason for your records.
Card refunds flow through Stripe according to the original payment. Processing time depends on the customer’s bank. Policy guidance: refunds and cancellations.
Step 4: Customers and repeat buyers
Open Customers (/customers) for contact history across orders and bookings. Use Notes (/notes) for internal fulfilment reminders that should not sit in the customer email.
Step 5: Related commerce surfaces
- Calendar (
/calendar) — overview of scheduled activity - Bookings (
/services/bookings) — for appointment work (separate from product orders) - POS (
/pos/dashboard/till) — in-person till sales that still need fulfilment tracking - Payment Links (
/pay/dashboard) — remote card collection when you invoice outside Shop cart
Frequently asked questions
Why is an order missing?
Confirm the customer completed checkout (not abandoned cart), you are in the correct organisation, and filters are not hiding the date range. Card payments also require completed payout setup.
Orders vs Bookings?
Orders are product purchases. Bookings are service appointments. Both can appear for the same customer under Customers.
Can I message all buyers at once?
Use Marketing (/marketing) for promo codes and email campaigns aimed at your audience—see marketing tools.
Keep fulfilment moving
Work from /products/orders daily, then deepen with order management tips, live ops, and day-of ops checklist. Customers shop at Shop.
Related guides
Getting Started: Creating Your First Product on Ordafy
Create and publish your first Ordafy product in Business: details, variants, pricing, images, inventory notes, and how customers find it on Shop.
Advanced Product Management: Custom Fields at Checkout
Add product custom fields in Ordafy Business so checkout collects sizes, notes, preferences, and other details—then review answers on orders.
Product Analytics and Reporting: Understanding Your Data
Use Ordafy Analytics and Reports to understand sales, bookings, and performance—then act on the numbers in Business.