Orders

The Orders tab of the Shop screen is a work queue. It opens on what is still to prepare, and each order moves on from there: shipped, delivered, ready for pickup, picked up. You get an email for every new order.

Open the Orders tab

1. Open the page's Shop screen.
2. Click Orders. Its count is the number of orders to prepare.

The filters are To prepare, Pre-orders, Shipped, Done, Cancelled and All, beside the search (Search an email, a name or an order number…) and the How it is handed over menu. With nothing waiting, the tab reads Nothing to prepare.

Pre-orders lists the orders still waiting for a pre-order's shipping date, each with its date. An order holding a pre-order shows Pre-order: ships from and its date: prepare it on that day.

Prepare an order

The order's next step is the filled button at the top of the order:

• Mark as shipped asks for the carrier and, optionally, the Tracking number. The buyer gets the carrier's tracking link by email.
• Mark as delivered once the parcel has arrived.
• Ready for pickup, for a pickup order, tells the buyer by email that it is waiting for them.
• Handed over closes a pickup. You can type the buyer's pickup code to check it, or leave it empty if you know the buyer.

Open one order

Click a row. The order shows its Items, the totals (products, discount, delivery, what was paid and what was refunded, and the Sway commission), the Buyer, the delivery address or the pickup code, the Withdrawals and the History.

The history lists the payment, each change of status, the refunds, the withdrawals and every email sent about the order, to the buyer or to your team.

The address and the phone number are shown only to members with the Prepare shop orders permission. The others read The address is shown to members who prepare orders.

Refund

1. Open the order and click Refund.
2. Pick the quantity of each item that goes back, or Everything.
3. Keep Put the items back in stock ticked if they can be sold again.
4. Read the amount under The buyer gets back, then click the button that repeats it, Refund 12,00 €.

The amount is worked out for you: each item's price minus its share of the discount, plus the delivery when the whole order comes back. Sway's commission is given back to you in proportion; Stripe keeps its fee. Refunding everything of an order not yet shipped cancels it.

A partial refund leaves the rest of the order as it was: the buyer can still withdraw from what they kept.

Refunds need the Refund shop orders permission.

Withdrawals

A buyer may withdraw within 14 days of receiving the goods, with the withdrawal button on their order page. You get an email, and the order shows the request with its items and the buyer's reason if they gave one:

• Goods received once the parcel is back.
• Refund refunds the withdrawn items.
• Reject, with a reason the buyer reads, only where the law allows it (a personalised item, a late request).

Refund within 14 days of the request. You may wait until the goods are back.

Export the orders

Export downloads the orders of the current filter as a CSV: reference, date, status, buyer, phone, address, items and amounts. It is the packing list, and it needs the Prepare shop orders permission.

A pre-order's shipping date is in the ships_on column.

Where the rest lives