Processing Orders

The day-to-day work of running the store.

Every time a member buys something, an order lands in the Orders tab. Your job is to move each one through its stages — Pending to Processing to Shipped to Delivered — until every customer has their stuff.

Finding Orders

The Orders tab shows the full list, newest first. Each row has:

• Order number and date.
• Customer name.
• Total items, total price.
• Status badge.

You can:

• Search by order number, customer name, or email.
• Filter by status — to see just the Pending or Backordered ones, for example.
• Click a row to open the order.

The Order Lifecycle

An order moves through these statuses:

Pending

The member has checked out, but payment hasn't cleared yet. Most orders only sit here for a few seconds — Stripe confirms almost instantly.

Processing

Payment has cleared. The order is yours to fulfill. Pull the items, package them up.

Backordered

You're waiting on stock. You mark this when you open the order and realize you don't have enough to send right now.

Shipped

The package is on its way. You enter a tracking number and carrier when moving to this state.

Delivered

The package reached the buyer. This gets set automatically if USPS tracking is enabled; otherwise you can set it manually.

Completed

Virtual orders skip shipping entirely and go straight to Completed once payment clears.

Fulfilling an Order, Step by Step

1. Open the order from the Orders tab.
2. Check the line items and any answers the member gave to custom questions (e.g., an engraving name).
3. Pack the order. Confirm you have stock for everything.
4. In the order view, click Mark as Shipped.
5. Enter the tracking number and pick the carrier (USPS, UPS, etc.).
6. Save. The buyer is emailed automatically with the tracking info.

Handling Backorders

Sometimes you'll open an order and realize you're short on stock. Instead of cancelling:

1. From the order detail view, click Mark as Backordered.
2. Optionally add a note explaining the delay and when you expect to ship ("Our next shirt run arrives May 15 — we'll ship yours right after").
3. Save. The buyer gets an email with your note so they know what to expect.
4. When stock arrives, come back and mark it Shipped as usual.

Split Shipments

If an order has items with different lead times (one ships today, the other in two weeks), the member can choose at checkout to split the order into multiple shipments. That way they get part of their stuff sooner.

In the Comptroller view, a split order shows separate shipment cards, each with its own status. You fulfill them independently:

• Mark the first shipment as Shipped with its own tracking number.
• When the second shipment is ready, come back and mark that one Shipped too.
• The order as a whole is only Complete when every shipment is Delivered.

What's on the Order Detail Page

When you open an order, you see:

• Customer name, email, and shipping address.
• Each line item with selected options (Size: Medium) and answers to custom questions.
• The shipping method the buyer chose.
• Subtotal, shipping, and total.
• Payment info (just enough to know which card — never full card numbers).
• A button to print a packing slip or copy the shipping address.
• A status timeline showing when each stage happened.

Refunds

Refunds happen in Stripe, not fellos. If a customer needs a refund, ask your Site Admin to process it from the Stripe dashboard. The fellos order record will stay in its current state — you can make a note in the order if it helps your records.