Orders
Orders and statuses
The order list, the statuses, what BunStack does automatically, orders that need attention and which roles may do what.
The order list shows every order in the workspace.
Where: Orders.
The order list
Three figures are at the top:
| Figure | What it counts |
|---|---|
| Revenue · 30d | Money captured on orders placed in the last 30 days, in the base currency. Opens Reports |
| Orders · 30d | Orders placed in the last 30 days. The line below shows the total number of orders |
| Shipped · 30d | Orders from the same 30 days that are fully or partly shipped. The line below shows cancelled and refunded |
Needs you is under the figures. A row shows only when it has something in it:
| Row | Opens |
|---|---|
| N orders to ship | The pack queue, see The pack flow |
| need attention | The Needs attention status filter |
| refunds due | Orders › Returns with the Refund due filter |
| unpaid | The Pending status filter |
| ready for pickup | The Ready for pickup status filter |
| returns to handle | Orders › Returns with the Open filter, see Returns |
The N orders to ship row on Home counts the same orders as the To ship status filter. So does the number beside Orders in the sidebar.
The filters: order number search, status, storefront and period. The periods are All time, Last 7 days, Last 30 days and Last 90 days. To ship shows paid orders that are not fully shipped, not waiting for pickup and not on hold. Shipped shows orders that are fully or partly shipped. The list shows at most 200 orders. More matches: narrow the filters.
The buttons at the top: Pack orders opens the pack queue and Returns the list of returns. Abandoned checkouts is under Orders in the sidebar, see Abandoned checkouts.
Tick orders in the list to print packing slips, make a pick list or book shipping for several orders at once. The box in the header row ticks every order shown. A filter that hides a ticked order unticks it. See Several orders at once.
Statuses
An order has an order status. Beside it are the shipping stamp and, on Kustom orders, the payment stamp.
| Status | Means |
|---|---|
| PENDING | Order from the built-in checkout that is not paid. An unpaid Kustom checkout does not become an order, see Abandoned checkouts |
| PAID | The payment is confirmed. BunStack has deducted the stock and sent the confirmation email |
| FULFILLED | Set only with the manual status |
| REFUNDED | The whole order is refunded |
| CANCELLED | The order is cancelled with Cancel order |
| Shipping stamp | Means |
|---|---|
| SHIPPED | Every line is on a shipment. The order status is still PAID |
| PARTIAL | Some lines have shipped |
| READY FOR PICKUP | You have pressed Ready for pickup. The customer collects in your shop |
| PICKED UP | You have pressed Picked up |
| Payment stamp | Means |
|---|---|
| AUTHORISED | Kustom has reserved the money. Nothing is captured |
| PARTLY CAPTURED | Part of the amount is captured |
| CAPTURED | The whole amount is captured |
| PARTLY REFUNDED | Part is refunded. The order status is still PAID |
| REFUNDED | The whole captured amount is refunded |
| CANCELLED | The reservation is released |
A payment stamp that says what the order status says is not shown. A cancelled order whose reservation was released shows CANCELLED once. The order list shows only PARTLY REFUNDED, REFUNDED and CANCELLED of the payment stamps, for example PAID SHIPPED PARTLY REFUNDED.
The colours: yellow is waiting, light green is paid, dark green is shipped or picked up, black is cancelled, light with a thin border is refunded. Red is only for Needs attention.
If Kustom has cancelled the reservation, READY FOR PICKUP no longer shows, and you cannot hand the order over. See Store pickup.
All storefronts and the till share one series, with the workspace's and the storefront's prefix and suffix. See Order numbers.
What BunStack does automatically
- Confirms the payment when Kustom's push arrives or when the customer reaches the thank-you page. Whichever comes first counts.
- Deducts stock at payment. Cancel order returns everything.
- Returns stock on a refund. A full refund does it when Return all items to stock is ticked. A refund by line does it for lines with Return to stock ticked. No unit is returned twice.
- Emails the customer at purchase, for each shipped parcel, on a refund and on a cancellation. It sends an order confirmation that did not arrive again, up to 6 times within 48 hours. It sends no email on delivery. Every customer email is on Emails to the customer.
- Fetches tracking from Sendify, see Parcel tracking.
Orders that need attention
BunStack flags a paid order with Needs attention and a reason. The order stays paid. You get a notification in the bell. For the Kustom and stock reasons, BunStack also emails the support address, see Notifications. The notification and the email are in English.
| Reason | Means | Do this |
|---|---|---|
| oversold | The customer paid for more units than were in stock. The order lists the lines | Deliver, backorder or refund |
| fraud pending | Kustom's fraud check is running. Capture payment and Fulfill order are blocked | Wait. Kustom approves the order or rejects it (fraud rejected) |
| fraud rejected | Kustom rejected the order | Do not ship. Press Cancel order |
| kustom cancelled | Kustom cancelled the order. The reservation is gone | Do not ship. Press Cancel order |
| amount mismatch, currency mismatch | Kustom charged another amount or currency than the checkout booked. The order shows both | Check before you capture |
| country mismatch | The address from Kustom is in another country than the VAT was calculated for | Check the VAT before you ship |
| prosmart partial | A ProSmart push left lines out. Shipping is not blocked | Press Send the rest on the ProSmart card, see ProSmart |
| prosmart refund | The order was refunded or cancelled after it was sent to ProSmart | Credit in ProSmart. Then press Resolve, see Crediting |
| prosmart customer missing | The automatic push at fulfilment did not send the order: its country has no ProSmart customer. Fulfilment is not blocked | Fill in Customer number (kundnr) and send the order from the ProSmart card, see No customer for the country |
The ProSmart reasons give a notification but no email.
Resolve clears the flag. The reason stays on the order. On fraud rejected and kustom cancelled the banner shows Cancel order instead of Resolve.
Manual status
⋯ Actions › Set status manually… sets Order status (pending, paid, fulfilled) and Fulfilment (unfulfilled, partially_fulfilled, ready_for_pickup, fulfilled). Press Update status. The dialog captures no money, refunds nothing and emails nobody. It does not offer cancelled or refunded. Use Cancel order and Refund. BunStack also refuses cancelled and refunded while Kustom holds the payment, so no withdrawal closes while the money is still held.
Export orders
Export CSV downloads the orders that match the filters, newest first, at most 5,000. With a filter set the button reads Export filtered CSV. The file has one row per order line and leaves out test orders. ⋯ › Export CSV with test orders beside the button includes them. The columns are on Reports.
Roles
| Action | Lowest role |
|---|---|
| Fulfill order, Ready for pickup, Picked up, Refund, Cancel order, Release the rest of the payment, Capture payment | editor |
| Order note (on packing slip), ⋯ Actions › Set status manually…, Mark as test order, Resolve | admin |
An editor sees the note as text without Save note. Every action on the order is on The order page.