Store orders

Store → Orders lists everything members bought in the portal’s Shop, everything visitors bought on your website’s Shop without an account, and the add-ons chosen with an event. From an order you hand it over at church, mark it shipped, refund it, or cancel one that was never paid.

The list

In the staff dashboard, open Store. Orders is the first tab. Choose what to show:

• To do: orders waiting for payment, and paid orders still to hand over or ship.
• Done: orders picked up or shipped.
• Cancelled, and All.

Each row shows the order number and when it was placed, who it is for, the items, the total and its status. Add-ons chosen with an event also read “Add-ons for” the event and its date. An order from a visitor on your website shows their name followed by “(guest)” until HoW finds them in People, and the order shows the email they gave (see The Shop on your website).

What each status means

• Waiting for payment: the member placed the order but has not paid. Its items are held for them for a day (about an hour for a visitor paying on your website).
• Paid, to pick up or Paid, to ship: paid, and waiting for you.
• Picked up or Shipped: done.
• Cancelled: never paid. The member cancelled it, you cancelled it, the payment failed, or it was not paid within a day. Its items went back into stock.

A second badge reads Refunded, or the amount refunded, when money has gone back.

How to hand over an order at church

1. Open the order: click its row, or its number.
2. Check the items with the member.
3. Choose Mark picked up. The order moves to Done.

Undoing a hand-over

If you marked the wrong order, or the member did not take it after all:

1. Open the order and choose Undo pickup.
2. HoW asks “Mark order 1003 as not picked up?” (with your order’s number). Choose Mark not picked up, or Keep it picked up to leave it.

The order goes back to Paid, to pick up, ready to hand over again. Nothing is refunded and nothing goes back into stock: the member has still paid, and the items are still theirs.

How to mark an order shipped

1. Open the order. A shipped order shows Ship to with the address Stripe’s checkout collected.
2. Choose Mark shipped….
3. Choose or type the Carrier (USPS, UPS, FedEx, DHL and Canada Post are listed) and, if you have one, the Tracking number.
4. Choose Mark shipped. Back leaves without saving.

To correct the carrier or tracking number later, open the order and choose Change tracking…, then Save tracking. The member sees the carrier and tracking number on their order, with a link to the carrier’s tracking page for the five carriers listed.

How to cancel an order

Only an order still Waiting for payment can be cancelled. Open it and choose Cancel order. Its items go back into stock straight away. A paid order is not cancelled; it is refunded (see Refunds).

Members can cancel their own unpaid orders in the Shop, and an order not paid within a day cancels itself.

The order on the person’s record

Each step is written in the History of the member’s record in People, for example “Paid for order 1003”, “Picked up order 1003”, “Shipped order 1003”, “Hand-over undone for order 1003” and “Refunded 25.00 for order 1003”.

What the member sees

In the portal’s Shop, under Your orders: each order with its items, shipping and tax, and its status, such as “Waiting for payment”, “Paid: pick it up at church”, “Paid: getting it ready to ship”, “Picked up”, “Shipped” with the carrier and tracking link, or “Cancelled”. An unpaid order has Pay and Cancel order.

Good to know

• Payments are confirmed even if Stripe is slow. If Stripe’s message that a member paid is late or fails to reach HoW, HoW keeps trying and also asks Stripe itself, so the order turns Paid within minutes and is never cancelled for want of payment. An order cancels itself after a day only when the member never went to pay, or when Stripe says the payment page expired unpaid.

• The order’s total includes shipping and any sales tax. The open order lists each line, Shipping (“Free” when over your free-shipping amount) and Sales tax.

• Prices are fixed when the order is placed. Changing a product’s price later does not change orders already placed.

• A shipped order cannot be marked picked up, and a pickup order cannot be marked shipped. Undo pickup is for orders picked up at church and add-ons handed over at an event; a shipped order cannot be undone.

• Add-ons chosen with an event appear here too, marked “handed over at the event”. You can hand them over here with Mark picked up, or on the event’s roster with Hand over (see Event add-ons).

• Every action is recorded in your church’s audit log, with who did it and when.

• Who can do it. Owners, administrators and store managers can see orders, hand them over, mark them shipped, undo a pickup and cancel unpaid ones. Refunds are for owners and store managers only.

If something isn’t right

• “this order was already picked up” or “this order has not been picked up”: someone else changed the order while you had it open. Close it and open it again to see where it stands.
• The order isn’t paid yet (“this order is not paid yet”): the member has not paid. Wait for the payment, or cancel the order.
• The member chose shipping, so it can’t be marked picked up (“this order is shipped: mark it shipped, with its tracking number”): use Mark shipped… instead.
• A shipped order has no pickup to undo (“this order is shipped, not picked up”).
• A paid order can’t be cancelled (“only an order waiting for payment can be cancelled; a paid one is refunded”): use Refund… instead.
• “Stripe sent no address with this payment.” under Ship to: Stripe’s checkout returned no address. Contact the member, and check the payment in your Stripe dashboard.
• You do not see Store in the menu. Your role does not include the store, or your plan does not include it.

What DCX Logic support can do

Inside a support session your church’s owner approves under Support access, support can look at your orders with you, and in a read and write session mark an order picked up or shipped, or undo a pickup. A refund is made by support only when the owner approves a session that names refunds.

Coming from Planning Center

Planning Center has no separate store; merchandise is sold as Registrations add-ons. HoW’s orders add what a store needs: an order for each purchase with its own status, marking it picked up or shipped with a tracking number, and undoing a pickup made by mistake.